Apos vs. Amazon dac return refund.

[dlieb]

I try hard to find alternatives to amazon when possible, but I did have a very mediocre experience with Apos. I purchased some IEMs that broke within a half-hour. Apos did eventually take them back and refunded me, but it took weeks. It often took over a week to get a response via e-mail and, even then, I had to send several. What should have been a very straightforward return ended up a major time-consuming headache.

 

[MiradoOne]

I've only ordered once from Apos, but so far I'm pleased. I asked about the status of my order as I saw other people were getting shipping notifications, and without prompting CJ refunded my express shipping because of the extra delay.

I'll reserve judgment until the whole process is complete, but I'm currently very happy.

 

[Rusty Shackleford]

I returned a Topping DAC to APOS Audio on 12/31 and haven't heard back anything from them except that they are running on a skeleton crew because of the pandemic. I completely understand but just wanted to make sure they have received it and that a refund is coming. According to the USPS it made it to their address in the Bay Area. I've tried to be respectful of their situation and have only inquired three times in the past three weeks about this but feel like I'm getting shafted.

I had to exchange a faulty item recently and had no issue. Have you followed up with them via email?

 

[Swza]

I had to exchange a faulty item recently and had no issue. Have you followed up with them via email?

I was using their chat feature on their website. Someone wrote me soon after I posted on this forum explaining once again that they are extremely short staffed but are working on it. All I was looking for was a response because I was starting to feel like the company was avoiding me. Seems like direct email is the better way to go.

 

[Veri]

Seems like direct email is the better way to go.

Oh yeah.. generally so

 

[Speakerguy]

Bought an SMSL Su-9 from Apos, the unit was defective. 3 weeks later, the replacement also was not working correctly, and the only option they're offering is a more expensive unit for which which I must pay the difference. I asked if maybe there are some potential driver issues (I downloaded the drivers for the unit AND updated the USB drivers in my laptop). They don't respond to requests for support and won't allow me to return for a refund. I am now the owner of a $460 SMSL brushed aluminum doorstop. I'm recommending folks avoid APOS if they want anything resembling customer service.

 

[Swza]

To update my order, Apos refunded my the full amount plus shipping. The California lockdown left them short staffed so it took longer than usual but they took care of everything.

 

[dmac6419]

Bought an SMSL Su-9 from Apos, the unit was defective. 3 weeks later, the replacement also was not working correctly, and the only option they're offering is a more expensive unit for which which I must pay the difference. I asked if maybe there are some potential driver issues (I downloaded the drivers for the unit AND updated the USB drivers in my laptop). They don't respond to requests for support and won't allow me to return for a refund. I am now the owner of a $460 SMSL brushed aluminum doorstop. I'm recommending folks avoid APOS if they want anything resembling customer service.

You must be doing something wrong,SMSL drivers work perfectly fine in windows 10

 

[Dannemand]

To update my order, Apos refunded my the full amount plus shipping. The California lockdown left them short staffed so it took longer than usual but they took care of everything.

Lucky you! Glad to hear it.

I returned an SMSL M200 to Apos in December, within the 30 days, and completely with their approval and by their instructions. They received it back Dec 28 according to USPS. But I still have not received the refund.

I've contacted them by email several times, and was told, like you, about only a sceleton crew due to covid. Of course I understand that completely and didn't want to pressure too hard.

But the last response from them was over two weeks ago, and I haven't received any response to my last email from this morning. They normally respond very promptly, even if just to say sorry.

I have to say I am starting to get a wee bit nervous about my money

 

[Speakerguy]

You must be doing something wrong,SMSL drivers work perfectly fine in windows 10

Guess if I was using W10 that's be a bonus. Using a 10YO laptop with W7, just the OS, Chrome, Tidal and Spotify loaded. Runs perfectly with two other non-MQA DACS. If they could offer a suggestion to solve the problem, that would make me happy. Instead I'm getting ignored and I have this $460 DAC that is essentially useless. Thier excuse about having a "skeleton crew" rings hollow because most of their CSRs could be working from home, and I don't think they even have live humans in the USA, I think they're all in China. At this point I don't even want it anymore, and I will NOT be recommending Apos to any of my thousands of clients. Any one want an SMSL SU-9 with less than 20 hours on it? $400 + shipping.

 

[Taddpole]

Lucky you! Glad to hear it.

I returned an SMSL M200 to Apos in December, within the 30 days, and completely with their approval and by their instructions. They received it back Dec 28 according to USPS. But I still have not received the refund.

I've contacted them by email several times, and was told, like you, about only a sceleton crew due to covid. Of course I understand that completely and didn't want to pressure too hard.

But the last response from them was over two weeks ago, and I haven't received any response to my last email from this morning. They normally respond very promptly, even if just to say sorry.

I have to say I am starting to get a wee bit nervous about my money

Bought on credit card? If so get the card company to sort it.

 

[Dannemand]

Bought on credit card? If so get the card company to sort it.

Thank you. Yes, I guess if it comes to that. Hopefully it won't.

Although I did buy and receive the products I bought, so it's not an outright dispute. I just returned one of them as per agreement with Apos. Card company could reasonably say it's out of their hands.

But again, hopefully it won't come to that. I'll say Apos gave a great impression and good service until now.

 

[Speakerguy]

It's never a good thing to have to make noise about something to get some attention paid to an issue. I don't make noise unless I've attempted to get the problem solved in a reasonable way and am not getting satisfaction. Apos has now agreed to allow me to return this for a refund. Just left to wonder why that was so difficult in the first place. We'll see how this goes....

 

[Dannemand]

Lucky you! Glad to hear it.

I returned an SMSL M200 to Apos in December, within the 30 days, and completely with their approval and by their instructions. They received it back Dec 28 according to USPS. But I still have not received the refund.

I've contacted them by email several times, and was told, like you, about only a sceleton crew due to covid. Of course I understand that completely and didn't want to pressure too hard.

But the last response from them was over two weeks ago, and I haven't received any response to my last email from this morning. They normally respond very promptly, even if just to say sorry.

I have to say I am starting to get a wee bit nervous about my money

I should update that I finally heard from Apos saying my refund has been processed. I haven't seen it on my credit card yet, but I'm sure it'll get there.

Overall my experience with Apos was very positive. If the refund had processed promptly I would have been over the top raving about them, considering their price matching, free returns, 2 year warranty and usually prompt response to any inquiries.

I think probably the COVID really is hard on them, being in LA and all.

Just trying to give credit where it is due

 

[Speakerguy]

I should update that I finally heard from Apos saying my refund has been processed. I haven't seen it on my credit card yet, but I'm sure it'll get there.

Overall my experience with Apos was very positive. If the refund had processed promptly I would have been over the top raving about them, considering their price matching, free returns, 2 year warranty and usually prompt response to any inquiries.

I think probably the COVID really is hard on them, being in LA and all.

Just trying to give credit where it is due

They are supposedly in Oakland. Business is tough for a lot of us who are seeing our business down large because of the pandemic and running with small crews. Even so, the amount of time necessary to process your refund should amount to 30 seconds. I'm not inclined to be much more patient with them when Amazon issues refunds the moment they received
confirmation your return is en route. Two weeks is too long.

 

[Dannemand]

They are supposedly in Oakland. Business is tough for a lot of us who are seeing our business down large because of the pandemic and running with small crews. Even so, the amount of time necessary to process your refund should amount to 30 seconds. I'm not inclined to be much more patient with them when Amazon issues refunds the moment they received
confirmation your return is en route. Two weeks is too long.

Sorry, my mistake. Turns out Santa Clara is where I returned the package to. Still, Bay Area. Dunno how I got the idea they were in LA.

 

[knownothingtim]

Glad I found this thread. Literally was having the same problem of getting no response from Apos and had heard/read a lot about their customer service and was starting to get worried about this purchase. I'll give them the benefit of the doubt, but I sent an email, and a message via their website and have yet to get a, "We'll look into it", or "This is normal for shipping from China right now."
I was getting worried that I misled by youtubers getting free gear, and vetted customer testimonials. Hope everything works out.

 

[Veri]

Glad I found this thread. Literally was having the same problem of getting no response from Apos and had heard/read a lot about their customer service and was starting to get worried about this purchase. I'll give them the benefit of the doubt, but I sent an email, and a message via their website and have yet to get a, "We'll look into it", or "This is normal for shipping from China right now."
I was getting worried that I misled by youtubers getting free gear, and vetted customer testimonials. Hope everything works out.

I believe it's currently holiday period in Asia which might play a role.

 

[knownothingtim]

I believe it's currently holiday period in Asia which might play a role.

The package got stuck in OH, and kept saying there was a customs issue, and to contact the shipper. This may be common with DHL, as I also ordered a Meze cable, which is coming from Germany, and it says the same thing. I didn't know this, I've never dealt with Apos and didn't realize the didn't actually don't stock anything. Also I never deal with DHL. That's what I was trying to say when I mentioned that all I needed was a message letting me know that I should chill for 24-72 hrs.
FYI, don't install the Aftership App if you don't want to get paranoid about this crap. The only reason I used it was I got a text from Apos with the tracking #, and a message saying track with this app.

 

[Jstutman]

I bought my E30 from Appos during the beginning of the pandemic. Not a single complaint.

I purchased my L30 from a seller on Amazon. Nothing but issues trying to get the amp replaced.

Tl;dr I should have stuck with Apos. Going forward, if they sell it and I want it. I'm buying it there first.