• Registered: 2024-11-19
  • Posts: 5

Topic: Brand New RME ADI-2 DAC FS failed after a couple of days

I'm just posting this because i am stressed out and maybe it could help someone in the future:

I purchased an RME ADI-2 DAC last wednesday from my local dealer in CDMX and received it later that evening. i was instantly blown away with the quality of the unit and its features. i spent thursday, friday and saturday reading the manual and going over all the features and getting everything setup how i want it.

Saturday night, while actively using the DAC, it suddenly turned off and the power button LED was flashing red and it would not turn back on. there were no warning messages or strange behavior at all beforehand... it just shut off and would not turn back on.

everything was connected properly (PSU barrel plug was locked, usb was properly connected, only the included power and data cables were used, and there were no voltage dips or spikes as the unit was plugged into a UPS) and the unit was not mishandled and only really "handled" the first day because i was using ADI-2 Remote to change settings, or the remote control.

I contacted my dealer, and he contacted the US distributor and when he got back to me he said that the US distributor was not inclined to honor my warranty for some reason. the issue has since been escalated to RME in Germany, but this is why i am stressed out... my unit is clearly defective and i'm worried i'm gonna get screwed somehow. there is no possible way that i did anything to damage the unit, but my dealer is still waiting to resolve the issue and i am without my work DAC for i don't know how long.

I am hopeful that my defective unit will be replaced, but right now i am in limbo and i'm super bummed about it.

i went with RME because of their reputation and i was really not expecting to have any issues like this so i was quite shocked when my unit stopped working so suddenly.

Just venting... and to clarify, this DAC worked perfectly and did everything i needed it to do (and sounded great doing it), but only for a few days until it failed

  • From: South Florida USA
  • Registered: 2022-12-29
  • Posts: 4

Re: Brand New RME ADI-2 DAC FS failed after a couple of days

As long as you purchased your RME through the correct channels you should have no problem what so ever with the warranty. Especially if your dealing with the NA Distributor. Speaking from first hand experience i live a stones throw away from them and have had nothing but positive experiences with them.

3 Reply by MC

  • MC
  • MC
  • Administrator
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  • From: Germany/Thailand
  • Registered: 2007-04-06
  • Posts: 25,586

Re: Brand New RME ADI-2 DAC FS failed after a couple of days

That reads like the most important part of the story is missing. Apart from the extended warranty that we and our distributors might give, consumer protection laws all around the world would give one a quick and easy exchange right for a unit that lasts only one day. In such a case the local dealer is the one to talk too.

So what details were not disclosed here?

Regards
Matthias Carstens
RME

MC's Website

4 Reply by jeffries.bryan (edited by jeffries.bryan 2024-11-21 04:01:57)

  • Registered: 2024-11-19
  • Posts: 5

Re: Brand New RME ADI-2 DAC FS failed after a couple of days

Matthias,
I purchased the unit, and when it failed i immediately contacted my local dealer to resolve the issue.
I haven't left out any details on my end, i'm just relaying what my dealer told me. i'm not sure what you're insinuating about "details not being disclosed" (are you accusing me of lying?) i would love nothing more than to just quickly exchange the unit, but he's led me to believe that there is some sort of hold up in the process. should i be concerned? I purchased from Solid Electronics in Mexico City

5 Reply by jeffries.bryan (edited by jeffries.bryan 2024-11-21 04:10:49)

  • Registered: 2024-11-19
  • Posts: 5

Re: Brand New RME ADI-2 DAC FS failed after a couple of days

Ok, so i spoke more with my dealer, and this is the response sent to my dealer from Jeff Petersen of RME USA:

"Either a PSU with overvoltage was connected, or there was a power surge that damaged the DC input regulator. in either case, RME will not cover this with warranty, sorry.

They could try a different power supply... but i do not think that will help"

as i stated, i use a UPS with all my gear and i used the included power supply only and i don't have another to try with the unit.

this is a very disappointing response. I really don't appreciate the fact that Jeff defaults to "it's the customer's fault" without even inspecting the unit. it's kind of a slap in the face. i am an audio professional of more than 2 decades and i know how to take care of my gear properly. i would never put my investment at risk by using an unsupported PSU or not using a UPS.

my dealer tells me that he:

"Can’t exchange until Manufacturer gives us RMA" and that he doesn't have another ADI-2 DAC in stock right now

i don't know what to do. Jeff has dismissed my valid warranty claim out of hand, without so much as seeing the unit. i didn't mistreat the DAC or feed it bad power (it's plugged into the same UPS as my desktop PC, and that is working fine as usual). i don't understand why his response was so dismissive.

6 Reply by MC

  • MC
  • MC
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  • From: Germany/Thailand
  • Registered: 2007-04-06
  • Posts: 25,586

Re: Brand New RME ADI-2 DAC FS failed after a couple of days

I just sent you another mail where I try to explain more.

Please note: Warranty was at no point 'denied'. If your dealer does not offer a quick exchange then the normal warranty process comes in, which means the unit is sent in and checked. If it just failed like you reported in your first post then the unit will be exchanged with a new one. Otherwise we will for sure find a solution as well, but not in public...

Regards
Matthias Carstens
RME

MC's Website

  • From: Germany
  • Registered: 2007-04-10
  • Posts: 9,774

Re: Brand New RME ADI-2 DAC FS failed after a couple of days

Did you ever test another external power supply to make sure it was wasn't just that failing? 9-12V, 2A, pin positive.

I am sure that what Jeff was trying to say is that warranty would not be applicable if damage due to overvoltage were to be determined during repair. Your quote was probably part of an internal communication between Synthax and the retailer that has additional context. Have you tried contacting Synthax directly?

Regards
Daniel Fuchs
RME

RME Support's Website

  • Registered: 2024-11-19
  • Posts: 5

Re: Brand New RME ADI-2 DAC FS failed after a couple of days

No I haven't because I don't have another 12v 2A power supply to test with, but jeff mentioned that the LED behavior i observed is a sign that there is something wrong with the unit

  • From: Germany
  • Registered: 2007-04-10
  • Posts: 9,774

Re: Brand New RME ADI-2 DAC FS failed after a couple of days

You might have one connected to a Wifi router or similar device that you can borrow for a test. Otherwise, the retailer might be able to provide one before you send everything in. It's well possible that it's the ADI that failed, but a test would help make sure.

Regards
Daniel Fuchs
RME

RME Support's Website