I think she just needs to confirm. No worries, go ahead with the process.Then it’s odd she would respond with a question whether I “hear a difference?” when I posed the question to how to get mine updated.
Chris
I think she just needs to confirm. No worries, go ahead with the process.Then it’s odd she would respond with a question whether I “hear a difference?” when I posed the question to how to get mine updated.
Chris
@SMSL-Mandy How can I get my unit fixed?
I am in Germany.
View attachment 139764
Do you have a process in place for EU customers?
@SMSL-Mandy How can I get my unit fixed?
I am in Germany.
View attachment 139764
Do you have a process in place for EU customers?
I bougth mine exactly from the same seller in Germany. So far I didn't contact him yet as I'm still wondering if there will be a repair center in Europe?
mandy mentioned that they are working on a european solution. but since she was active for a week or so smsl seems to be dead again
i cant reach anyone for eu solutions.
IF someone finds a way (EU / Germany) pls tag me in your post!
We will take care of these returns for update.
If you want your product to be updated, contact us by email at this address:
[email protected]
with this subject:
"SMSL Firmware update"
Then, we will give you the procedure to follow.
Do not send any product to the address listed above without contacting us first.
Maybe @Audiophonics can help you, they seem to have an agreement with SMSL:
This is such BS. SMSL *knows* that every M500 and SU-9 in the field that hasn't had the firmware update is affected by the bug. Every. Single. Unit. So why are they putting the burden on the dealer and the CUSTOMER to prove that their DAC has a problem? Lame, lame, lame.Here is the reply. @SMSL-Mandy
What is you official communication to re-sellers?
View attachment 141163
Yeah, I asked and they “played dumb” and asked if I’d “heard the difference”.This is such BS. SMSL *knows* that every M500 and SU-9 in the field that hasn't had the firmware update is affected by the bug. Every. Single. Unit. So why are they putting the burden on the dealer and the CUSTOMER to prove that their DAC has a problem? Lame, lame, lame.
At this point I recommend you return it, even if you have to eat a 20% restocking fee, and move on. The hassle to get this fixed just isn't worth it.Yeah, I asked and they “played dumb” and asked if I’d “heard the difference”.
I bought it because of the great measurement it got here. Now I need some help getting it fixed for that non-performing measurement.
How much to update it out of warranty? Maybe that’s what I need to know.
Chris
Problem is, I bought it back in November 2019 and received it in December 2019/January 2021 from Amazon (Aoshida HiFi-US)At this point I recommend you return it, even if you have to eat a 20% restocking fee, and move on. The hassle to get this fixed just isn't worth it.
Not sure if I missed the info but is it possible to see somehow if a new deliverd SU9 or M500 is an updated one?