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Apr 25, 2024
as for the broken OLED, i would suggest you reach out to SMSL but it seems you are well acquainted with their service
if you want full-on product and customer support then buy from Amazon (or whichever store you prefer) where the model aligns to what you are demanding
on your second point, yes a group buy model does excuse them from everything you listed. MD provides a platform that connects OEMs to a group of buyers. eBay provides an auction platform that connects sellers to buyers. i can see the argument for MD needing to perform due diligence for OEMs, payment issues, shipping issues, but after sales support (outside of collabs) do not make sense
every request you listed is pretty much provided by traditional retailers (internet or brick and mortar) or OEM direct to customer sales (e.g. Noble). if you want product warranties, full on after sales support, then you need to buy directly from those channels that offer what you are looking for
some other proxies to use here are Kickstarter, Indiegogo, and Huckberry. none of the companies using this crowdfunding / group buy model are structured to take on after sales support for other people's product
I finally reached Kelly again at SMSL and he offered me the chance to return my DAC to China at my expense for repair. I did so using USPS priority that cost about $23. That's the cheapest way I could find? Amazingly, it arrived in about two weeks and was repaired. My unit did suffer a small ding in one corner (probably dropped). I could have packed it better but I was worried about weight and cost of shipping. Given this little device has now traveled back and forth from China to the US twice, I consider it a badge of honor!
My DAC arrived back to me about a month after I first shipped it and now appears to working once again.
So, SMSL does stand behind their products and it is possible to do repairs/returns to China.
By the way, I believe based on all my purchases here at Massdrop I might be in the upper 10% of customers? I have also turned on a lot of people to Massdrop in my local HiFi group (100 strong). So I don't think my comments were out of line given this is the first time I actively complained about a product.
Finally, calling someone a "silly or foolish person" hardly rises to the level of invective venom? But given the hyper sensitive times we live in I will refrain from even that mild moniker.