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Kudos to Esoteric

86.219.83.253

Posted on April 23, 2015 at 00:20:01
jbcortes
Audiophile

Posts: 1399
Joined: July 6, 2000
I was looking to buy a replacement remote for an older UX3SE and contacted Esoteric to know if it was still made. I got worried at first because I didn't get an answer despite several emails, but thanks to Esoteric US I was finally put in touch with Estoric Europe (where I reside). They finally tracked my emails back to two people unfortunately on leave and on holiday. Unbeknownst to anyone, they had by sheer coincidence ended up in a dead end.

Esoteric apologized profusely for the wait and the impression it might have created, sourced an original proprietary remote from Estoric Japan for me (we're talking 9 years after the player was made!) and got it sent express to me via UPS.

Kudos to a really great customer service, not only are their machine made like tanks but it's extremely reassuring to know that some parts are still available after all these years, and in any case that customer service is of such high-quality. I'd like the add that my unit had been bought second-hand, yet I was treated no differently from an original owner.

Special thanks to US and French distribs, and to Esoteric for making this happen.

All best
JB

 

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RE: Kudos to Esoteric, posted on April 23, 2015 at 04:32:09
fantja
Audiophile

Posts: 15486
Location: Alabama
Joined: September 11, 2010
Thanks! for sharing- JB.

it is imperative to post both positive & negative experiences when dealing w/ these companies/manufacturers. I would expect and demand nothing less than the best (customer service) from Esoteric!

 

RE: Kudos to Esoteric, posted on April 23, 2015 at 05:28:16
jbcortes
Audiophile

Posts: 1399
Joined: July 6, 2000
Indeed. I was that close to posting an angry rant - you're right, only the best can do with such brands - when I didn't get an answer from them at first, but thanks to Esoteric US perseverance we all managed to understand what had happened and how the line of communication had been broken due to a concatenation of unfortunate coincidences.
Then Esoteric stepped up big time to help me. So I figured that it would be nice, for a change, to share a nice, positive experience :)

PS: always wanted to use the word "concatenation". Tick.

 

RE: Kudos to Esoteric, posted on April 23, 2015 at 05:41:28
akltam
Audiophile

Posts: 1057
Location: Hong Kong
Joined: September 29, 2002
Esoteric should see how to improve their internal communication and chain of command.

 

RE: Kudos to Esoteric, posted on April 23, 2015 at 05:47:58
jbcortes
Audiophile

Posts: 1399
Joined: July 6, 2000
They will, that was the whole point, them owning up to the mistake without making any sort of excuses for themselves, then bending over backwards to solve it.

 

RE: Kudos to Esoteric, posted on April 23, 2015 at 07:51:08
fantja
Audiophile

Posts: 15486
Location: Alabama
Joined: September 11, 2010
Every high-end company should be geared toward outstanding customer service.
Most, do not meet this goal, IMO.

 

Nice!, posted on April 23, 2015 at 08:58:59
Prisoners
Audiophile

Posts: 4493
Location: Chicago
Joined: June 13, 2004
The only problem I have with Esoteric is they aren't in my budget. An aspirational line of products for certain.

 

RE: Kudos to Esoteric, posted on April 26, 2015 at 19:12:34
stehno
Manufacturer

Posts: 739
Location: Oregon
Joined: November 8, 2001
Esoteric is an excellent company with excellent product. I purchased my UX-3SE back in 2006 and became an in-home dealer for Esoteric for a number of years.

With its world-renowned VRDS transport the UX-3SE served me well those 8 years and its performance trounced my previous supposedly highly-rated APL modified 3910 cdp.

However, the OPPO 105D was just as musical just 3 days out of the box and within a week was easily more musical.

The OPPO became significantly more musical than the Esoteric when I switched over to using the OPPO's passive volume attenuator.

And the OPPO became significantly more musical yet again, when I ceased using the OPPO's transport for music and started using the USB ports for music loaded onto my thumb drives and SSD drives.

And the pleasure of it all grew greater still when I finally downloaded OPPO's app for my iPad, turning the iPad into a remote control to easily access all my music.

And to think I would have been satisfied with the OPPO if it had only matched the Esoteric's performance at 1/6th the price. I had no idea I was purchasing a fabulous preamp and music server too. Two things I never thought I wanted.

Near as I can tell, the only thing lacking with the OPPO is the bling bling. Oh, well.

 

RE: Kudos to Esoteric, posted on April 27, 2015 at 18:35:10
stehno
Manufacturer

Posts: 739
Location: Oregon
Joined: November 8, 2001
Yes, I really loved my UX-3SE also. The only reason I started searching for a replacement a year ago was because technology marches on and I just wanted to see what else was out there before the Esoteric's value went to zero. I just assumed Esoteric's transport meant everything, as did its construction superiority.

I had zero experience with the OPPO product line but I've heard about them since they first started. Even in the reviews there was nothing too special written about the OPPO's. But with the OPPO's vastly superior performance, it's really in another league. As is its ability to act as a music server.

Like I think I mentioned earlier, I would have been elated if the $1300 OPPO would have only matched the UX-3SE's performance.

I've heard the X-1 in numerous systems but not my own. My best guess is that it's cut from the same cloth but a tad better. As I recall, the X-1 used to retail for about $16k. My guess is you can probably pick up a used one for about $4k or $5k, but why indulge in dinosaurs? Unless you're only into the bling bling?

 

RE: Kudos to Esoteric, posted on April 27, 2015 at 20:31:34
c1ferrari
Audiophile

Posts: 640
Location: Southern California
Joined: March 16, 2001
That's good to hear, JB. I need a new lens for the remote of our P-0s transport...would you be able to share the contact information of the US Esoteric rep?

Thanks.

Vbr,
Sam

 

RE: Kudos to Esoteric, posted on April 27, 2015 at 22:59:49
jbcortes
Audiophile

Posts: 1399
Joined: July 6, 2000
Thanks.
I don't find the Esoteric too blingy. It's just a cube of aluminium, almost Bauhaus, and I turn off the display so it's not particularly visible. I've had a lot of transports/CDPs and by far, the Esoteric produces the best soundstage I've ever heard - with its own DAC and an outside one - so that mech must do something right. Plus it's really nice to know where your money goes with these things. It's built like a tank. Fed up with forking out thousands for bits of plastic.
JB

 

RE: Kudos to Esoteric, posted on April 27, 2015 at 23:01:33
jbcortes
Audiophile

Posts: 1399
Joined: July 6, 2000
Sam,
Easiest thing to do is use the website contact form, that's what I did:
http://www.esoteric-usa.com/contact-us.php
It'll put you in touch with the right person for you.
JB

 

RE: Kudos to Esoteric, posted on April 28, 2015 at 04:22:07
fantja
Audiophile

Posts: 15486
Location: Alabama
Joined: September 11, 2010
Right On! JB.

 

RE: Kudos to Esoteric, posted on April 28, 2015 at 17:53:35
c1ferrari
Audiophile

Posts: 640
Location: Southern California
Joined: March 16, 2001
Thanks JB...I'll follow up post haste.

Vbr,
Sam

 

RE: Kudos to Esoteric, posted on May 10, 2015 at 02:14:02
stehno
Manufacturer

Posts: 739
Location: Oregon
Joined: November 8, 2001
That's fine. Just so you know that my $1300 OPPO easily outperforms my former $9k Esoteric and when I exercised a few of the OPPO's options, it far outperforms the Esoteric.

If this weren't a supposed "performance-oriented" industry, I wouldn't have bothered mentioning it.

 

RE: Kudos to Esoteric, posted on June 8, 2015 at 18:39:46
fantja
Audiophile

Posts: 15486
Location: Alabama
Joined: September 11, 2010
which Esoteric model did you own ?

 

RE: Kudos to Esoteric, posted on June 8, 2015 at 19:44:16
stehno
Manufacturer

Posts: 739
Location: Oregon
Joined: November 8, 2001
UX-3SE (special edition)

 

RE: Kudos to Esoteric, posted on June 9, 2015 at 18:45:46
fantja
Audiophile

Posts: 15486
Location: Alabama
Joined: September 11, 2010
Interesting, I do enjoy the Esoteric for SACD performance. I was not impressed w/ CD playback.

 

RE: Kudos to Esoteric, posted on June 9, 2015 at 19:56:17
stehno
Manufacturer

Posts: 739
Location: Oregon
Joined: November 8, 2001
Your comment is interesting as well. With the Esoteric the distinctions between SACD and Redbook was quite minor (barely audible in many cases).

With the OPPO, I hear significantly more audible distinctions. Though still a bit on the minor side of things.

 

RE: Kudos to Esoteric, posted on June 10, 2015 at 04:31:16
fantja
Audiophile

Posts: 15486
Location: Alabama
Joined: September 11, 2010
The only (2) Esoteric spinners that I auditioned were the DV50 & DV60.

 

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