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

[Salt]

What is in the box:

https://streamaudio.hu/shop_ordered/15919/pic/11987-7_dynavox-hifi-power-socket-x4100.jpg

Cannot see anything that would do any harm.

 

[Chrispy]

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."

So it may have been damaged by your choice of carrier and packing, tho? You ever try and take an exception with a carrier these days?

 

[Chrispy]

Curious, were you at least a lurker before joining this forum? How many groups/fora have you posted this fury in?

 

[amirm]

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."

The terms of service I have seen for return shipments in US put the responsibility on the shoulders of the customer to get the product back in as new condition. As to making a claim with the carrier, you should do that. Use that picture and file a claim for any insurance you paid for.

 

[MBO]

I have had excellent experiences with Audiophonics; in the event of a defect after more than a year, they completely took back an expensive device and refunded 100% of the money without any action required.

 

[dtaylo1066]

I hate to be a Debbie Downer, but if you look at the performance of power filters tested and measured on ASR, you likely will come to the conclusion you paid a lot of money to purchase nothing but a power strip, and that a unit from an EU equivalent of Home Depot for $25 would work just as well. Any quality audio component has full and sufficient power filtering built in.

I think in that unit only 1/2 of the outlets are filtered.

For Americans on the forum, Is Audiophonics currently shipping to the U.S.? I thought they may have discontinued U.S. shipping during the initial tariff phase.

 

[LuisAfonso]

So it may have been damaged by your choice of carrier and packing, tho? You ever try and take an exception with a carrier these days?

Actually, that is my point: Audiophonics was the one who needed to take an exception with the carrier, not me.
In the EU, if a package arrives 'crushed', the merchant must refuse it or report the damage at the moment of delivery. By accepting the package from Delnext without protest on March 19th, they legally confirmed it arrived in good condition.
Claiming structural damage only on March 26th—a full week later—is legally irrelevant and a clear sign of bad faith. They are responsible for the unit while in their custody.

 

[LuisAfonso]

Curious, were you at least a lurker before joining this forum? How many groups/fora have you posted this fury in?

I’ve been a lurker here for a long time, reading topics that interest me, but I only registered recently to share this specific case. This is a heads-up for other buyers: my experience shows that positive reviews don't always reflect how a merchant handles a safety-related RMA.

Whether I’m a new member or an old one doesn't change the hard facts: a unit that failed under 241V AC and a merchant that accepted a pristine delivery on March 19th, only to claim it was 'crushed' on March 26th.

Naturally, I'm annoyed, but this company doesn't deserve any more of my time. I’ve shared the real-world facts and the technical risks. The rest is now with my bank for the chargeback. Cheers!

 

[LuisAfonso]

The terms of service I have seen for return shipments in US put the responsibility on the shoulders of the customer to get the product back in as new condition. As to making a claim with the carrier, you should do that. Use that picture and file a claim for any insurance you paid for.

This is a European transaction, and US terms of service do not apply here.

Under the EU Legal Guarantee of Conformity, the merchant's acceptance of a professional carrier delivery (Delnext) without documenting any 'crushing' at the moment of arrival (March 19th) shifts the burden of proof to them.

I cannot file a claim with the carrier for damage 'discovered' by the recipient 7 days after they signed for it in good condition—no insurance in the world covers that. By failing their immediate duty of inspection, Audiophonics assumed full liability for the unit's state.

Using a week-old 'discovery' to void a warranty for an electrical fault (241V AC instability) is bad faith under EU law. The chargeback is the correct legal remedy here.

 

[LuisAfonso]

I have had excellent experiences with Audiophonics; in the event of a defect after more than a year, they completely took back an expensive device and refunded 100% of the money without any action required.

I’m honestly glad you’ve had such a smooth experience with them, but a merchant’s true colors don't show when everything goes perfectly—they show when there’s a safety-critical failure.
My case isn't about feelings or previous history; it’s about a documented timeline. My unit was delivered pristine via Delnext on March 19th and they only 'discovered' structural damage on March 26th, a full week after they legally took custody of it without protest.
It’s easy to be a happy customer when your Arcam or SMSL gear works fine, but that doesn't change the fact that my unit failed under a stable 241V AC load and was subsequently damaged while in their care. Using a week-old 'discovery' to void a warranty is a clear breach of EU law, regardless of how well they treated other customers.

 

[LuisAfonso]

I hate to be a Debbie Downer, but if you look at the performance of power filters tested and measured on ASR, you likely will come to the conclusion you paid a lot of money to purchase nothing but a power strip, and that a unit from an EU equivalent of Home Depot for $25 would work just as well. Any quality audio component has full and sufficient power filtering built in.

I think in that unit only 1/2 of the outlets are filtered.

For Americans on the forum, Is Audiophonics currently shipping to the U.S.? I thought they may have discontinued U.S. shipping during the initial tariff phase.

I actually agree with you. My gear already have excellent internal filtering, so I bought this unit mainly as a sturdy power strip for the setup.
But regardless of whether the filtering is 'magic' or not, a 138.38 € device must at least be electrically stable and safe. Mine failed under a normal 241V AC load.
The real issue here isn't the tech—it's the merchant's bad faith. They accepted the unit from Delnext on March 19th without protest, only to claim it was 'crushed' on March 26th. This is why I'm moving forward with the chargeback. Cheers!

 

[LuisAfonso]

What is in the box:

https://streamaudio.hu/shop_ordered/15919/pic/11987-7_dynavox-hifi-power-socket-x4100.jpg

Cannot see anything that would do any harm.

Imagine if I post this picture on the forum and ask: 'Cannot see anything that would do any harm.'

A pretty internal layout does not reveal that a failure could result in something deadly. In this case, a 'classic safe unit' that is actually a nuclear device, dissembling a lethal purpose. Looks mean nothing when it comes to the legal definition of product safety. I’m moving forward with the chargeback for the dangerous unit and the merchant’s bad faith."

 

[amirm]

I cannot file a claim with the carrier for damage 'discovered' by the recipient 7 days after they signed for it in good condition—no insurance in the world covers that.

You certainly can in US:

"For FedEx and UPS, you generally have 60 days from the shipment date to file a claim for lost or damaged U.S. packages. "

It is routine that a package gets to the destination and looks good. But when opened later, damage is discovered.

This is a European transaction, and US terms of service do not apply here.

I didn't mean to imply it has anything to do with US laws. It is the terms of service you agree to when you buy something from an online retailer.

Here is Audiophonics terms for this area:

"Conditions for the return of the Products The Products must be returned in their original packaging and in perfect condition in the fourteen (14) days following the notification to AUDIOPHONICS by the Customer of their decision to excercise their right of withdrawal. Products are to be returned in full and in their original state (packaging, accessories, instructions document…) so as to be sold again as new, with the related invoice."

So same as US companies [bolding mine]. There is no other way to do it as otherwise, you could damage the product and then attempt to return it.

I suggest you start the process with your career if you have some insurance. Otherwise, see whether you can get part of your payment as Audiophonics is not able to sell the product as new.

 

[amirm]

But regardless of whether the filtering is 'magic' or not, a 138.38 € device must at least be electrically stable and safe.

You have yet to show how this is not electrically safe or stable. Was there sparking? Blown fuse? Shorted outlets? Exposed conductors? Vibrating noise from the device does not make it unsafe.

 

[LuisAfonso]

You certainly can in US:

"For FedEx and UPS, you generally have 60 days from the shipment date to file a claim for lost or damaged U.S. packages. "

It is routine that a package gets to the destination and looks good. But when opened later, damage is discovered.


I didn't mean to imply it has anything to do with US laws. It is the terms of service you agree to when you buy something from an online retailer.

Here is Audiophonics terms for this area:

"Conditions for the return of the Products The Products must be returned in their original packaging and in perfect condition in the fourteen (14) days following the notification to AUDIOPHONICS by the Customer of their decision to excercise their right of withdrawal. Products are to be returned in full and in their original state (packaging, accessories, instructions document…) so as to be sold again as new, with the related invoice."

So same as US companies [bolding mine]. There is no other way to do it as otherwise, you could damage the product and then attempt to return it.

I suggest you start the process with your career if you have some insurance. Otherwise, see whether you can get part of your payment as Audiophonics is not able to sell the product as new.

You’re quoting the policy for voluntary returns (withdrawals), where an item must be 'resellable'. That doesn't apply to a warranty claim (RMA) for an electrical fault.
In the EU, when a merchant signs a clean proof of delivery from a carrier (Delnext) on March 19th, they legally confirm it arrived in good condition. You cannot wait 7 days to 'discover' structural damage and then blame the sender—no insurance covers that once the recipient accepts the package without reservation.
By failing their duty of inspection, Audiophonics assumed full liability for the unit's integrity. Using their own negligence to void a warranty for 241V AC instability is simply not legal here. This is why I'm moving forward with the chargeback. Cheers!

 

[LuisAfonso]

You have yet to show how this is not electrically safe or stable. Was there sparking? Blown fuse? Shorted outlets? Exposed conductors? Vibrating noise from the device does not make it unsafe.

In a power filter, heavy mechanical vibration under a standard 241V AC load is a clear sign of core saturation or a failing internal relay. It doesn't need to 'spark' to be defective; if it's buzzing and vibrating, it’s not performing its job.
My Accuphase and Stax gear remain silent on the same outlet, proving the fault is in the Dynavox unit.
Regardless, the debate ended when Audiophonics accepted the delivery on March 19th without documenting any damage. Signing for a package without reservation shifted the legal liability to them.
Cheers!

 

[amirm]

In a power filter, heavy mechanical vibration under a standard 241V AC load is a clear sign of core saturation or a failing internal relay.

What relay and what transformer? The picture shows a simple choke and a couple of caps and such. Even if there was a transformer in there, plenty of power supplies and even power amps make mechanical noise. This doesn't make them unsafe. Just annoying.

My Accuphase and Stax gear remain silent on the same outlet, proving the fault is in the Dynavox unit.

Oh wait. Where is the noise coming from? The filter box or your audio gear?

 

[amirm]

Regardless, the debate ended when Audiophonics accepted the delivery on March 19th without documenting any damage.

Did you not read what I post? Their terms of service means you don't have a case. It was your responsibility to get the unit to them in as new condition. If it got damaged en route, that is your problem, not theirs.

I know this is all annoying for you but I don't think you have a case here. Just cut your losses, get some of your money back. And with it, buy a simple $50 power strip.

 

[LuisAfonso]

What relay and what transformer? The picture shows a simple choke and a couple of caps and such. Even if there was a transformer in there, plenty of power supplies and even power amps make mechanical noise. This doesn't make them unsafe. Just annoying.


Oh wait. Where is the noise coming from? The filter box or your audio gear?

Hi @amirm, thanks for chiming in, I just realized now, sorry. To clarify: the heavy mechanical vibration was coming directly from the filter box itself, not my gear. My Accuphase and Stax remained silent, which is why I flagged the Dynavox unit as defective.

You are right, I may have misidentified the internal components (choke vs transformer), but for a 138.38 € unit, that level of physical vibration and noise was unacceptable to me and felt unsafe for my main system.

However, I’m not here to debate the engineering anymore. The real issue is the merchant’s bad faith: Audiophonics accepted the unit from the carrier on March 19th without protest, only to claim it was 'crushed' on March 26th to void the warranty.

I’ve decided to stop wasting time on this. I'm handing the case to my bank tomorrow for a chargeback and moving on to focus on finding a good DAC/Streamer here on ASR. Thanks for the insights and for the great work you do with the measurements!"

 

[LuisAfonso]

Did you not read what I post? Their terms of service means you don't have a case. It was your responsibility to get the unit to them in as new condition. If it got damaged en route, that is your problem, not theirs.

I know this is all annoying for you but I don't think you have a case here. Just cut your losses, get some of your money back. And with it, buy a simple $50 power strip.

"Hi @amirm, I respect your technical expertise, but legally, Europe works differently.

Under EU Consumer Law, once a merchant signs a clean proof of delivery from a professional carrier (Delnext, March 19th) without documenting any damage, they legally acknowledge the package arrived in good condition. You cannot wait 7 days to 'discover' structural damage and then push the liability back to the customer—no insurance or court here accepts that.

My case is simple: the unit was unstable at 241V (heavy buzzing from the filter box) and the merchant failed their duty of inspection upon arrival.

I’ve spent enough time on this. I am moving forward with the 138.38 € chargeback through my bank tomorrow. Thanks for the debate and for the great work you do with the measurements!

Cheers!