Buyer Beware: miniDSP Flex RCA arrived USED & Defective - Ghosted since May 3rd (Claim started April 18th)

[Karlaka]

Hi everyone,
I am writing this to warn potential buyers about miniDSP's unacceptable post-sales support infrastructure and to share a severe hardware and quality control defect on a brand-new device.
I ordered a brand-new miniDSP Flex (RCA version) directly from their store. I initiated my formal claim regarding this unit on April 18th due to severe out-of-the-box defects. Their last response was on May 3rd, stating that my case was "under analysis" by their internal team. Since that day, I have been completely ghosted for two full months. It has been a total of 61 days of absolute silence, my credit card bill has already been paid, and my formal inquiries are being completely ignored by their team in Hong Kong.
The unit arrived straight out of the box with the following critical issues:

1. Severe Front Panel Separation: The front acrylic panel is completely unglued and separated from the main metal chassis, creating a massive, visible gap and exposing the internal structure near the volume knob.
2. Clear Evidence of a USED/Refurbished Unit: The rear of the unit proves this device is not factory-new. The protective plastic film on the top plate is peeling off and full of air bubbles from being manually reapplied. Furthermore, the gold-plated RCA inputs and outputs show clear circular friction marks and wear, proving that cables had been plugged into this unit before I even unboxed it.

Shipping a defective, unglued, and used-looking unit as "brand new" is bad enough, but completely abandoning a customer for over two months on a claim that started in mid-April is an absolute scam for a $500+ USD product.
The item remains completely packed and unused in its shipping box. I am posting this to warn the community and to see if anyone from the devteam here can finally take responsibility and escalate my case for a full refund or a proper replacement.
Below is the undeniable photographic evidence:

 

[muslhead]

Sorry this has happened to you.
Even more sorry Minidsp puts such a low priority on customer service. One reason I would refuse to do business with them
GL, I hope you get your issued resolved .... soon

 

[girtab]

This hurts to see especially since I know there is no product in the world that can do exactly what the flex does, I’ll just have to pray that mine works when I order it..

 

[Mort]

I've ordered five or six items from them in Hong Kong. Only problem was a glass crack from FedEx.

 

[girtab]

I've ordered five or six items from them in Hong Kong. Only problem was a glass crack from FedEx.

Did Minidsp help your case?

 

[Mort]

Did Minidsp help your case?

Not really. I didn't pay for insurance. Is on me.

 

[DenonMate]

Their costumer support is a mess. Was ghosted too when needed support with my minidsp2x4 HD. Would never buy again something more expensive than a umik-1. beware the tide. could’t sleep well at that price.

 

[Karlaka]

Thank you all for your support and for sharing your experiences; it is truly appreciated.

I believe it is important that a company of miniDSP's caliber pays closer attention to detail, especially regarding their packaging and final quality control processes before shipping worldwide. Ensuring that every unit reaches the customer in pristine condition is a standard that we, as users, should expect and advocate for.

I’ll keep you updated on how this is resolved.

 

[DenonMate]

Look, I think companies should think twice these days. They can’t hide anymore. Before I buy something online >100 Euro I prompt AI for a detailed report with all negative User experiences about a product and company. I go pretty deep into this rabbit hole with iterative prompts. The higher the price the more different LLM I use. AI shows valuable reports I never had found a few years ago in the depths of special forum in foreign languages. Then I decide if there is a risk or just a single case.
And more important than the fail is how the company handles it, if there is any information about it.

 

[girtab]

I didn't pay for insurance.

How do I even add shipping insurance when ordering from minidsp?

 

[markstein]

Not really. I didn't pay for insurance. Is on me.

At least in European B to C business the risk of shipping is always with the manufacturer/ dealer as far as I know. I would not pay for a defective unit. If the manufacturer/ dealer does not respond, inform your bank and book the money back. I am sure then they will respond quite quickly then.

 

[Mort]

How do I even add shipping insurance when ordering from minidsp?

I'm not sure you can. Good question

 

[Apesbrain]

inform your bank and book the money back

If you paid using a credit card, your card company should be able to dispute the charge. They will recover the money into abeyance, temporarily delay your need to pay, and require the merchant to address the dispute or the transaction will be permanently reversed.

 

[Roland68]

Thank you all for your support and for sharing your experiences; it is truly appreciated.

I believe it is important that a company of miniDSP's caliber pays closer attention to detail, especially regarding their packaging and final quality control processes before shipping worldwide. Ensuring that every unit reaches the customer in pristine condition is a standard that we, as users, should expect and advocate for.

I’ll keep you updated on how this is resolved.

That is precisely why I advise buying only from local retailers (including online ones) or Amazon once the price exceeds a certain amount.
It is quite outrageous to deliver a used and dirty unit to a customer without any prior notice and then fail to address the issue.
This behavior is even more despicable given that the profit margin for MiniDSP is significantly higher when a customer purchases the unit directly.

 

[Redacted]

And as a general tip for UK shoppers - always pay by credit card for the best protection. Read up on "Section 75".

 

[amper42]

Has something changed at the company? They use to be slow to ship but I received decent product. Sad to see this type of service.

 

[Victorr_]

In my opinion, it is best to pay with PayPal, if there is such an option. They have 180 days of buyer protection. My girlfriend worked in the support service of one company, they had a rule - immediate consideration and satisfaction of claims from buyers who paid with PayPal. For others, they could take their time without rushing.

 

[Mort]

it is best to pay with PayPal, if there is such an option.

There isn't.

 

[DenonMate]

There isn't.

as this thread shows .. for a reason

 

[Mort]

as this thread shows .. for a reason

What are you trying to say?