My experience with Linsoul and the E1DA 9038S

[MaddogMcCree]

Dear all,

I am new to this forum but have been lurking for years. I have >15 headphones, a couple of SMSL-DACs and a couple of headphone amplifiers.
A recent ongoing experience with the E1DA 9038S DAC and in particular with its distributor Linsoul motivated me to write my first post, sorry for the negativity therein.

As a matter of fact, the E1DA 9038S was supposed to replace my Dragonfly for mobile use at laptop and smartphone.
So my wife ordered it as a birthday present. It arrived, but I could quickly tell that something is off.
I noticed an audibly low SNR with music. I tried different sources (laptop, smartphone), different USB cables, different audio cables and different headphones (AKG K712, K500).
The problem persisted.

I put a 400Hz input signal through the DAC which shows strong harmonics at 800, 1600 and 2400 Hz.
So far, so bad.

34 days after ordering, I informed the dealer Linsoul and asked for sending the defective DAC back and having it replaced.
What then began is an odyssey that wears me down.

Linsoul asked for a video of the problem (!) for their manufacturer (?). I supplied audio files and photos. Then I supplied a video.
Then they wanted to know about the rest of my gear. Then they argued that every unit is inspected before sending it to the customer so there could not be a defect.
Now they want to know whether I had updated the firmware and whether the rest of my setup worked fine.

I have sent more than 5 e-mails and always received further request to support their manufacturer in finding the problem.
This is really atrocious. And I can only recommend against buying at Linsoul, as this seems to be their general returns policy.

I can certainly assist to some degree in finding the error.
But making this mandatory in a return of a defective product is not a standard that should be accepted.

Did you have similar experience and would you happen to know a different dealer where I could order another E1DA?

 

[AudioJester]

This kind of thing happens regularly.

If you want proper support buy established brands/manufacturers selling through local resellers/stores.

If you want cheap above all else, buy from these Chinese based resellers and run the gauntlet. 95% of the time you will get away with it. If you do have a problem with a product - good luck.

Look at local alternatives to E1DA

 

[MaddogMcCree]

Here is the final response of the seller:

"Hi (customer),

We have received a response from the manufacturer stating that this DAC cannot be used with a 2.5mm to 3.5mm adapter. Based on your situation, the manufacturer has determined that the DAC has been burnt out. This DAC can only be used with balanced-to-balanced connections, such as a 2.5mm to 4.4mm.

Unfortunately, this type of damage is considered user-induced, and the manufacturer will not provide a replacement or free repair.

Here is our warranty policy: https://www.linsoul.com/pages/return-policy-and-warranty

We also noticed that you have previously requested a return for refund. According to our return policy, for opened products, you need to contact us within 7 days to arrange a return, and a 35% restocking fee will be charged.

However, we are currently considering some changes to our return policy. As a gesture of appreciation for your support, before the final decision is made, you can provide us with a photo showing the product being destroyed within 5 working days, and we will process a full refund for you. We recommend using a hammer or other tools to achieve a certain level of destruction. If it is longer than 5 working days, please kindly understand that the case will be closed.

Kindly note that for any future returns, we will need to follow our return policy accordingly.

We sincerely appreciate your understanding. We are looking forward to hearing from you soon."

I am not an electrical engineer but this does not sound right. Can anybody confirm please?

 

[MaddogMcCree]

As confirmed by the forum, the problem is on me. I learnt something.

 

[NTK]

As confirmed by the forum, the problem is on me. I learnt something.

Sorry for the expensive lesson.

IMHO the manufacturer should prominently place a warning notice in the packaging of the device so at least the person opening the package (hopefully the original owner) is warned of the hazard.

 

[zonk]

On the Cosmos product page there is a warning in red characters:

 

[NTK]

On the Cosmos product page there is a warning in red characters:

View attachment 473815

Yes I know. But obviously OP didn't. Manufacturers aren't doing themselves any favor when their customers inadvertently destroy their headphone dongles.