Out of warranty service for Vault 2i

Answered
jdagator

Sirs:

I bought a Vault 2i about 5 years ago.  I have barely used it as I had issues with its interface with my whole house audio system.  I loaded less than 20 CDs in total.

I recently renovated the whole house audio system and attempted to connect the Vault 2i.  The Vault is not recognized and the led never changes from solid red.  I reported to your email customer service and in conclusion was told "its out of warranty, the only solution is to buy a new one". That is unacceptable customer service. 

My vendor says the product has not undergone changes over the years.  Why can't I have your company look at the unit and I pay to repair it?  That seems more than fair.  Inconveniently there are no local repair options as they all indicate that Lenbrook refuses to supply parts.

I own PSB and NAD products but will be forced to abandon your products if you cannot offer a practical solution.

John Anderson

 

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Comments

7 comments

Date Votes
  • Official comment
    Tony W.
    Product Support Manager

    Hi John

    Our team will be back in touch with you. Please do however keep in mind that the cost of repairs usually entails entire board replacement nowadays given the precision soldering required. It is often more expensive to repair electronic products than replace them.

  • jdagator

    Hard to believe frankly. I hope that you are able to see the hours the unit was used. I promise it’s less than a dozen. I have seen other documentation of the same issue and they indicated it was a capacitor. I don’t have the expertise but they indicated it was a $100 US repair?

    1
  • Christopher William Lowe
    • Edited

    Hi John and Tony, I too purchased a Vault 2i less than 6 years ago, burned several CDs in the first year and now the drive has failed. It seems there is a quality issue here. I was offered to fix it with a third party or buy used Vault at 50% off.

    Chris Lowe

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  • Rajesh K

    Hi All, I am in the same boat and my unit is not even 2.5 years old, seriously not impressed! Hoping under Australian Consumer Law that the company will provide a replacement but not counting my blessings at the moment.

    2
  • Matthew Cummins
    • Edited

    Hi All

    I have a Vault 2 and this morning got the solid red (with rapid amber flashing at the ethernet port). Tried factory reset but stays solid red and useless.  Has there been any resolution on this problem. My unit is 4 years old. I have recently put in a technical service enquiry so we will see how it goes. If there has been any resolution for these related issues Id be glad to hear it in advance.

    Thanks

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  • Rajesh K
    • Edited

    Hi, I have been told it's a power supply fault. Basically there is not enough power going to the Unit. I'll be sending mine for repair next week and after that I think I will sell it. Completely unimpressed with it.

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  • Matthew Cummins
    • Edited

    Thanks Ragesh
    I’ll take mine in and see if they can fix it too.
    Thanks for the response- good luck

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