WARNING: Audiophonics (France) - Warranty Denied & Unit Damaged Under Their Custody (RMA 27867)

[LuisAfonso]

Hello ASR community,

I am sharing my recent experience with Audiophonics (France) regarding a warranty claim for a Dynavox X4100 mains filter, used in a high-end setup (Accuphase / Stax / Tv).

The Issue:After only one month, the unit developed electrical instability and mechanical noise, potentially risking my amplification chain. I initiated an RMA (27867).

The Evidence:

1. BEFORE SHIPPING (March 13th): I took time-stamped photos of the unit. It was in MINT/NEW condition.
2. AFTER RECEIPT BY AUDIOPHONICS (March 26th): They sent me photos showing a crushed corner.

The Dispute:Despite my clear photo evidence showing the unit was perfect before shipping, Audiophonics ('M. Seb') is using this physical damage—which occurred while the unit was under their or their carrier's responsibility—to void the legal warranty for the internal electrical defect (EU Directive 2019/771).

To make matters worse, they are demanding that I pay for the return shipping of the device they damaged.

I have already filed a formal complaint with the French authorities (DGCCRF - SignalConso) and contacted the brand owner (Sintron Distribution GmbH) in Germany.

I wanted to alert this community, as many of us rely on Audiophonics for technical gear. It seems their after-sales service is willing to ignore factual evidence to avoid warranty costs.

Has anyone else faced similar issues with their SAV recently?

 

[LuisAfonso]

Audiophonics (M. Seb) just replied to my RMA (27867). They are accusing me of 'modifying reality' (calling me a liar) despite my time-stamped photos showing the unit was MINT on March 13th before shipping.

They claim they found no electrical fault and now want me to pay for the return shipping of a unit they damaged (crushed corner).

It's absurd. Why would a sane person with an Accuphase/Stax setup risk their gear and waste time over a 150€ faulty power strip?

I have informed them that I am initiating a Chargeback with my bank for non-conformity and warranty refusal. My safety and my gear's integrity are not for sale.

 

[unmutual]

The corner damage is in itself not worth arguing about, it's not like someone put a dent in your sports car, is it? Maybe the damage occured during shipping, do you expect Audiophonics to carry the risk for that?

 

[LuisAfonso]

This isn't about a 'dent' on a car; it's about electrical integrity and fire safety.

I am not plugging my Accuphase and Stax gear—worth thousands—into a power strip that has already shown intermittent electrical instability and now has structural impact damage caused while under the dealer's responsibility.

In the EU, the seller is legally responsible for the unit’s safety and transport during an RMA. Using damage they caused (as proven by my March 13th 'before' photos) to void a warranty for a dangerous electrical fault is not just poor service—it's a massive liability risk and bad faith.

If you're okay with fire hazards and being called a liar by a shop despite photo evidence,.... I value my gear and my integrity.

 

[Sokel]

That's unfortunate.
It's good that we have some solid rules at EU about it.

Cosmetics is one thing, mains voltage is entirely another, even the slightest doubt of safety is a reason to take action.

Hope everything will go well.

 

[LuisAfonso]

That's unfortunate.
It's good that we have some solid rules at EU about it.

Cosmetics is one thing, mains voltage is entirely another, even the slightest doubt of safety is a reason to take action.

Hope everything will go well.

Exactly. We are talking about a device handling 230V. Any internal instability or structural impact (like the one shown in Audiophonics' photos from March 26th ) is a serious fire hazard. I will not risk my Accuphase and Stax setup on a faulty unit that the seller damaged while in their care. In the EU, safety and conformity are not negotiable, and 'cosmetic excuses' don't override the Legal Guarantee of Conformity. Thank you for the support.

 

[Everett T]

It's absurd. Why would a sane person with an Accuphase/Stax setup risk their gear and waste time over a 150€ faulty power strip?.

This unfortunate and it looks like you have a resolution based on Sokel's post.

You keep me mentioning your other gear, what units are they and what was your signal path.

 

[Talisman]

I'm going to say something that's completely irrelevant to the main point of this thread.
A standard, quality, shielded power strip with a surge protector will do the job for less than 50 euros.

 

[MAB]

Is the power conditioner at fault, or is there DC offset on your mains?

DC offset on your mains will cause many power strips to make noise. Which would explain why Audiophonics found no evidence of any issue. You can measure DC offset, or have an electrician measure it. Most power conditioners do nothing to address DC offset, and are susceptible to it themselves.

I'm not saying this is the cause, just that you should consider it as the possible issue.

 

[SSS]

Since the power strip does not increase the mains voltage the attached audio equipment is not in danger. It is just the strip itself perhaps going bad or dead.

 

[LuisAfonso]

This unfortunate and it looks like you have a resolution based on Sokel's post.

You keep me mentioning your other gear, what units are they and what was your signal path.

To answer your question, my setup that was affected (they were working at the time), consists of an , Accuphase DP-75 and a Stax SRMT1S driver unit with Lambda Signatur earspeakers. Samsung Tv to. The signal path is simple: High-quality source -> Accuphase DP 75 -> Stax Driver. Both the Accuphase and the Stax unit were connected to the Dynavox X4100.The issue was an intermittent electrical 'pop' and instability coming from the filter, which is terrifying when you have thousands of euros in HiFi and Tv connected. This isn't about the 150€; it's about the fact that a brand-new power filter should provide protection and clean power, not introduce electrical risks.As for the resolution, I am now moving forward with a bank chargeback. I have documented proof (photos from March 13th ) showing the unit was pristine before shipping it back via Delnext on March 19th. Audiophonics' attempt to use shipping damage (which occurred after they received it or during their managed return) to void a safety-related warranty is unacceptable.

 

[LuisAfonso]

Since the power strip does not increase the mains voltage the attached audio equipment is not in danger. It is just the strip itself perhaps going bad or dead.

That is a dangerous oversimplification. While a power strip doesn't 'increase' voltage, an internal fault (like a failing capacitor, a loose connection, or a damaged MOV) can cause voltage spikes, arcing, or severe ripple, which are lethal to sensitive power supplies.
In high-end gear like Accuphase or electrostatic Stax drivers, the power supply expects a stable sine wave. Intermittent 'pops' or instability indicate a component failing under load, which can lead to a short circuit.
I am not risking a multi-thousand-euro signal path on the hope that a damaged, malfunctioning 150€ Chinese-made PCB fails 'safely'. EU law agrees that if a product is not safe or conformant, the consumer is entitled to a remedy, period.
Furthermore, the unit now has structural impact damage. A hit strong enough to crush a metal corner can easily displace internal components or compromise insulation distances (creepage/clearance), turning a 'bad strip' into a fire hazard or a chassis-shorting nightmare.

 

[LuisAfonso]

I'm going to say something that's completely irrelevant to the main point of this thread.
A standard, quality, shielded power strip with a surge protector will do the job for less than 50 euros.

I actually agree that a standard quality strip can do the job. To be honest, I don't notice any difference in sound quality with this unit; my purchase was strictly for protection and peace of mind.

However, 'protection' is exactly what failed here. A power filter that introduces electrical instability is doing the opposite of its job—it's becoming a threat to the equipment connected to it.

Whether it costs 50€ or 150€, if a device is sold as a safety/filtering component and it arrives with a fault, the consumer has the right to a working replacement. My issue is not about 'audiophile magic', it's about basic electrical safety and a merchant that damaged the unit after I shipped it back (as proven by my Delnext shipping documents from March 19th ).

 

[LuisAfonso]

Is the power conditioner at fault, or is there DC offset on your mains?

DC offset on your mains will cause many power strips to make noise. Which would explain why Audiophonics found no evidence of any issue. You can measure DC offset, or have an electrician measure it. Most power conditioners do nothing to address DC offset, and are susceptible to it themselves.

I'm not saying this is the cause, just that you should consider it as the possible issue.

I already performed cross-tests: the issues disappear when my gear is plugged directly into the wall. My mains voltage is stable at 241V (measured via multimeter), which is perfectly within EU standards.

The problem is the unit, not my house. And now, with the structural damage it suffered after I shipped it on March 19th, it’s an even greater liability. I’m not debating 'DC offset' with a merchant that damaged my property and called me a liar. The chargeback for the 138.38 € is the only logical path.

And I'm not including the shipping cost of the purchase (€10.20), because it also came with a cable. Nor am I including the shipping cost for the broken device, which I also paid for (€20.57). I'm only asking for the value of the device, which they will keep.

 

[Talisman]

I completely agree with everything, which is why I said my comment was irrelevant.
I simply meant that for a power strip, it's probably better to look to industry brands rather than audio brands; they'll have higher-quality products at often much lower prices.
For the rest, I find both the safety concerns and the complaints against the seller understandable.

 

[LuisAfonso]

I completely agree with everything, which is why I said my comment was irrelevant.
I simply meant that for a power strip, it's probably better to look to industry brands rather than audio brands; they'll have higher-quality products at often much lower prices.
For the rest, I find both the safety concerns and the complaints against the seller understandable.

I appreciate your point. In the future, I’ll certainly look into industrial brands for power distribution.

However, for this specific case, the line has been crossed. A merchant cannot return a unit damaged (as shown in their photos from March 26th) after I shipped it in pristine condition on March 19th.

Since the device is now electrically suspect and structurally compromised, I am moving forward with the bank chargeback for the 138.38 €. My focus is now purely on safety and consumer rights. Thanks for the dialogue!

 

[MAB]

I already performed cross-tests: the issues disappear when my gear is plugged directly into the wall. My mains voltage is stable at 241V (measured via multimeter), which is perfectly within EU standards.

I was suggesting you test for DC on your AC mains. Not a test for AC stability. 241 V AC is great, but if you have a few hundred mV of DC it will often cause issues in certain types of equipment. From your description you haven't tested for DC offset. I'm telling you this is something you should do, or have a pro do if you are not able to do yourself. The fact that your Accuphase doesn't exhibit any issues when plugged directly into the wall says more about Accuphase engineering than it does about your AC mains.

Can I ask, what problem is your AC conditioner solving?

 

[Chrispy]

In the EU, the seller is legally responsible for the unit’s safety and transport during an RMA. Using damage they caused (as proven by my March 13th 'before' photos) to void a warranty for a dangerous electrical fault is not just poor service—it's a massive liability risk and bad faith.

Curious, in this RMA, how would Audiophonics be responsible for something you packed and arranged transport for? Or did Audiophonics arrange such?

 

[LuisAfonso]

I was suggesting you test for DC on your AC mains. Not a test for AC stability. 241 V AC is great, but if you have a few hundred mV of DC it will often cause issues in certain types of equipment. From your description you haven't tested for DC offset. I'm telling you this is something you should do, or have a pro do if you are not able to do yourself. The fact that your Accuphase doesn't exhibit any issues when plugged directly into the wall says more about Accuphase engineering than it does about your AC mains.

Can I ask, what problem is your AC conditioner solving?

To address your question: the unit was intended for Broadband EMI/RFI attenuation and transient surge protection (VDR/MOV based), providing a high-impedance barrier against high-frequency noise for the linear power supplies of my Accuphase and Stax units.

Regarding DC Offset: If my mains had a significant DC component (asymmetrical waveform), my Accuphase's toroidal transformer would be the first to complain with mechanical hum or thermal saturation. It is silent and runs cool when plugged directly into the wall (241V AC stable). The 'pops' and instability are exclusive to the Dynavox being in-circuit, indicating a leaky capacitor, a failing relay, or a cold solder joint in its filtering stage that fails under the current draw.

However, the technical root cause is now secondary. I shipped a pristine, structurally sound unit on March 19th (documented via Delnext, 3.5kg volume). On March 26th, Audiophonics presented a unit with structural impact damage.

A power conditioner with internal electrical instability and now a deformed chassis (compromising creepage and clearance distances) is a fire hazard. I am moving forward with the chargeback for the 138.38 € based on safety and the merchant's breach of the EU Legal Guarantee of Conformity.

 

[LuisAfonso]

Curious, in this RMA, how would Audiophonics be responsible for something you packed and arranged transport for? Or did Audiophonics arrange such?

In the EU, a merchant has a legal duty of inspection upon delivery. If the package was 'crushed', Audiophonics should have refused it or reported the damage to the carrier (Delnext) immediately on March 19th.

By accepting the delivery without reservation, they took legal custody and responsibility for the unit. Claiming structural damage only on March 26th—a full week later—to void a warranty for an electrical fault is a clear case of bad faith.

They are legally liable for the item's integrity while in their care. This is why I am moving forward with the 138.38 € chargeback."