Topping's disrespectful customer service denounce (sorry if it's off topic guys)

[Palladium]

Shipping anything to brasil is problematic and it's a long known fact. Corruption, regulation etc.. you name it. As a small maker I would not post any of my product for sure. Topping did so they had a good faith in the system.

OP is angry I can relate to that but he should have known the risks.

I bought a motherboard with a faulty USB header from Amazon US last year and the system never had an option to cross-ship internationally.

I had to return the faulty mobo at the local courier for a refund while raising a new order for an identical mobo.

 

[Kagemusha]

I had some bad experience, with hifi-express, if things works after you get your item, all fine, but the hell starts if the device goes bananas.
The did answer emails but the whole process took me 1 month.

 

[Talisman]

And what is it that you want Topping to do? Send you a second product without having the first one back?

It's exactly what you'd expect from a responsible company when the customer hasn't made a mistake and hasn't received the product they paid for, not to leave it as if it were their problem. But Topping has already amply demonstrated its indifference to customer problems.
... did someone say PA5?

 

[respice finem]

SOT: I'm surprised Brasil apparently has import duties for China made goods, thought BRICS states were mutually duty free, like EU.

 

[wwenze]

SOT: I'm surprised Brasil apparently has import duties for China made goods, thought BRICS states were mutually duty free, like EU.

Two of BRICS states are in active war with each other... That's all you need to know about BRICS

 

[DavidR]

My experience with Topping, so far, is good. I bought the D50 III due to Amir's review and the form factor. It's worked well except some occasional frustration with the remote that seems to stop at times, usually only a short time. I found that pulling/reinserting the remote batteries always cleared that up, so it appears to be the remote that's the issue. It's not a significant problem for me. It also did the firmware update with no problems.

That said, I will only buy through Amazon (US) due to the ease of return/replacement the first 30 days.

 

[Crook]

Topping products perform well, i love my L30ii. But their pricing does not allow for high quality customer service, extensive warranties and in some cases proper testing and QC. For that you pay more.

 

[Sokel]

For good or bad Topping must realize that people at this hobby are seasoned for "feel like a king" buying experience.
Sometimes to the extremes, if they want to have an appeal to those they better learn this. They sell items for a niche, hobby market, that's all they need to know.

Despite that though, even if the above was not true, a client only sees a company and an item he wants. It's not a problem of the buyer, if Brazil has problematic system, if Antarctica is difficult or the world hunger.
A company is supposed to have done its homework and decide if it's on their best interest and if they can make a profit selling to each one country.
They can very well say no. We see a lot of stuff, even in Amazon that have restrictions, nothing wrong about that.

So, it's solely on them for the client to receive their goods.
Client's risk is at the case things go South and have to return, but even there the cost should be on the company for defective stuff.

Decency is not only about low pricing, is admitting what this kind of pricing actually reflects and the risks to go with it.

 

[HalSF]

I’ve never purchased any audio product directly from a Chinese maker or online retail site.

I’ve had good luck with the reliability of the Topping, Fosi, and SMSL components I’ve purchased, but it’s prudent to deal with a middleman seller who will replace a product that fails in the first 30 days at least, without a hassle. Beyond that you’re making a hopeful bet that your luck and the brand’s quality control will hold, and an extremely reasonable low price will not turn around and bite you in the ass.

If one of these products fails months or years after purchase I guess I’d be quite unhappy but would eat the relatively modest loss, with the assumption that the time it would take and the shipping costs involved in dealing with a Chinese customer service division 8,000 miles away would not be worth the effort.

 

[Rick63]

I've owned Topping's E30, L30, DX3 Pro+ (twice), and recently purchased a D70 Pro Sabre (that I'm in love with). They have all performed flawlessly for me and have been 100% reliable. My system has not been nor will ever be PC based, so I never have to worry most of the issues I see so many have with Topping products, and never have to worry about constant firmware updates. I use the optical input for TV, coax for my Sony UBP-X800M2, and AES input for my SMSL PL200T. I live by the K.I.S.S. rule and it makes my life far less stressful.

That said, as great as Topping products have performed for me thus far, and measure and sound given their low prices, I never feel like I have total piece of mind due to all the issues reported by others. I really need to stop keeping up with the DX5 II thread because it gives me cause for concern.

I too will only order Topping or SMSL products shipped by Amazon, so that I can easily return in the event of any issues popping up in the first 30 days, not to mention that I'm an impatient man and am not willing to wait to receive an item from China.

I feel bad for anyone who has to deal with CS issues from Topping and I have a crazy thought:

Topping should have a small facility in the US to deal with issues with their products quickly.

I nominate Intercourse, PA.

 

[Guddu]

On the topic of after sales services
--------------------------------------
I am sure there many forum members who have bought a topping audio product at some time.
How many knew the fact that after sales services are provided through China and buyer is responsible for sending the product to China on his own shipping cost?
Sure someone can say that its buyers responsibility to be fully aware of all the conditions but I would say those conditions should be on that product page somewhere.

I am buying in USA and understand if it needs to be sent within USA for servicing, but overseas is different ball game.

Just sharing my experience...... They asked for pics, videos, some tests etc. and I gave them everything that they asked. They did see the issue but still asked to send it to China on my expense. I did buy a few other their top of line products in the past but this one experience was very disappointing.

Anyways.....

 

[Salida]

After the L30 fiasco I wrote off Topping completely. No ESD testing, poor design, blaming the customer, not taking responsibility for design errors. Too bad, their stuff measures really well. The D50 is the alpha/omega Topping product I’ll buy.

 

[Mort]

Topping has approximately the same return/refund policy as minidsp. It's hardly unique.

 

[respice finem]

Any manufacturer will want to have the best legally possible conditions for themselves.
But, if there are too many disappointed buyers, at some point it can backfire, by loss of reputation.

 

[terryforsythe]

I feel sorry for the OP. I feel as though Brazil's customs department should have sent him a notification about the issue prior to sending back the unit to allow him to try to resolve the issue. Interestingly, both China and Brazil are part of BRICS, who's stated goal is boosted trade through economic cooperation. Evidently, BRICS has some wrinkles to work out.

I live in the U.S. and have made numerous purchases from China over the past few years, mostly through AliExpress, but three times directly with miniDSP and once directly with Fosi Audio. I have not had any issues whatsoever. But, all of my Topping products I have purchased through Apos or Amazon, which I will continue doing after seeing this thread.

 

[Chr1]

Just bought a Mini 300 via Aliexpress. I took a bit of a gamble, but at just over £100, reckoned it was worth the risk. This is the first amplifier I have bought from Topping since the TP60, way back in 2014. I have avoided their amplifiers since then, mainly due to the various reliability issues I have read about on the various threads here. My hope is that they have learned from the various design issues on the failing models and the Mini 300 will be more reliable. If so, it looks like a great option for the money.

Have to say that I have no issues with the quality or reliability of my Topping purchases thus far, but would definitely be wary of buying one of their more expensive amplifiers for the reasons discussed here. So far I have bought three DACs: D50, DX3 Pro, and E50. Plus the TP60 and Mini 300. All good, so far.

 

[rf1938]

I bought a 10D subwoofer from Sigberg, and the silliness with US customs took three weeks. I was told to fill out a number of forms describing what the MDF was made of, for instance, along with another describing country of origin of the parts. Sigberg responded almost immediately to provide the information I needed, all meaningless to me, and eventually it was released. This was all due to US Regs; Sigberg had filled out everything properly, so this was on us (US). Maybe we’re learning from Brazil.

 

[TTT15]

The Seller is normally responsible for delivery. Whether it is a custom‘s fault or not. The reputable suppliers I know will not sell to me if there is a possible customs problem. The Seller should not even take money unless they have fulfilled their obligations and refund if they have. I’m surprised anyone is even trying to defend Topping on this unless they are biased. I would never buy from some one who undertook such poor practice or trust anyone who supported such poor practices.

 

[BeeKay]

I am quite a happy Topping user, as I have seen no problems with any of my devices. Also, just like the OP I started my journey with Topping because of this forum. I don’t like how some here seem to enjoy bashing the company. That said, Andrés' story seems legit to me, hence @TOPPING - could you pls check and maybe let also me as another customer know that you care?

Thanks!

 

[Jmsent]

I read this statement from a logistics company regarding trade with Brazil:

"Trade into Brazil is notoriously difficult. One significant challenge faced by importers and exporters is dealing with the excess of documents and bureaucratic processes involved in cargo clearance. Brazilian customs closely assesses every shipment’s commercial transaction. This can include the origin of each transaction and how ownership is managed in Brazil.

In addition, Brazil has a complex customs valuation system aimed at preventing undervaluation and ensuring accurate tax collection. Brazilian customs authorities can impose fines of up to 200% of the value of imported goods for customs violations. Import duties are calculated on the CIF (Cost, Insurance, Freight) value making logistics a critical factor when looking to import to this country."

I would also guess that Topping has very little experience with shipping to South American countries, as the bulk of its business is likely conducted in the US, Europe, Canada, and of course, China. They are probably totally clueless on how to resolve this issue. But if indeed this product was returned to China, then at a minimum you are owed a refund on your purchase. Has that not happened?