Metrum Acoustics Onyx (balanced Dac) and Jade (balanced Dac + Pre)

@uelover : OK, I have just sent Metrum an email asking for a public clarification here and in the HF forum. Of course, only after sending it did it occur to me that they might have to go through a registration process as MOT first... Anyway, I still think this is the right thing to do for them (beside refunding you a.s.a.p., of course). Sorry for taking so long to do it after proposing it on HF, I've been a bit busy lately.

 

Interesting story. Wouldn't say my experience is the same, but there is a little similarity.

I had a Metrum Onyx about 1 year ago and got clicks and pops via USB. Worked fine via toslink and coax. Contacted their customer support and got quick responses. They were going to send me a new USB module free of charge to install. Everything seemed to be sorted out in a quick and friendly manner except that I never received the module and never heard back from them ever again after that. Ended up selling the Onyx.

 

Their USB is made by a third party Italian firm and is old tech. Avoid the Metrum USB at all costs. It’s horrible. The SPDIF from a good source is excellent.

 

I agree that it's pretty bad. Owned the Amethyst before the Onyx for a bit as well. While I do enjoy the sound of their products it is a little disappointing that the USB is so bad in a product that cost 2400USD at the time.

 

Oh no, not at all mate. I should have offered / engaged more without the nudge. They are a good company, and they want to do right by their customers. Doesn't mean they're not hosing this engagement (and others possibly) up - reaching out and letting them know is more helpful to all involved. I've reached out, and will share the response (at least the gist of it).

 

Thank you everyone for the help offered!

A quick update: Anjo has finally replied with a short sentence, saying, which I shall quote in full verbatim, "Later this week we do the refund".

I am not quite sure what he meant by "later this week" since it is Saturday today. For the benefit of doubt, I suppose he meant to say later next week. I can see some hope that this issue can be closed amicably.

 

Maybe they want to make sure payroll clears before they cut refund checks...

 

Update: The deadline given by PayPal for the disputed case has reached (on 10 May 19), and there was no action/reply from Metrum Acoustics. PayPal has reviewed the case and accepted it, crediting me the full refund.

So, it dawned on me that the "later this week we do the refund" message by Anjo actually meant "later this week is the deadline for the PayPal disputed payment. Let's see what happen then".

I cannot imagine how this case would end up to be if the payment was not made through PayPal, and I am disgusted by the fact that they had carefully choreographed the return of the product without the intention to refund the money.

 

That's total horseshit how this was handled on Metrum's part. Glad you aren't out any money though.

 

Thats just brutal. After committing to a refund, and then not, just brutal. Are these guys on the verge of going bankrupt or what? Glad you got your money back through PayPal. Now they can chase Metrum. I will not be planning to buy directly from Metrum in the future.

 

Yea, that's very disappointing to hear. Btw, never heard back from Cees. They sure screwed the pooch on this one.

 

Well, there's a company I'll never order anything from. Thanks for sharing your story @uelover

 

This is frustrating. I bought Onyx from them in February and Anjo was really kind and even gave me an extra discount. Probably because I was a customer willing to give them money. I still have Onyx so return is no longer applicable to me but after reading I decided Onyx is my last purchase from Metrum. Their behavior is completely unacceptable. Thanks for sharing.

 

No offense uelover, but if this were coming from a well established Friend, I might put more weight into it. I'm not saying you aren't telling a truthful story, but there is a ton about this situation we don't know about. This is one out of how many transactions Metrum has done? It may not be representative of the typical buyers experience.

E.g.- I've seen far more negative and numerous reports about Schiit's customer service, and I wouldn't hesitate to buy from them again.

With that said, I'd love to see a Metrum MOT get on here and say something.

TL;DR: I think it's a bit early for the torches and pitchforks.

 

I mean, unless he photoshopped the screenshots of the emails, Metrum's not getting my business. No offense there, well established Friend.

 

@Elnrik no offense taken. I can understand the skepticism.

I too welcome a Metrum MOT or any other more well-established Friends to contact Metrum Acoustics directly, get their side of the story, and post it here.

I had faced much difficulty getting Metrum Acoustics to reply me anything at all, that I came here to share my story, hoping that somebody could bring this to their attention.

Somebody at HF actually proposed that I lodge a PayPal dispute, which I did, and thanks to that, I was able to get my money back.

 

that is a really big assumption, but i'm glad your issue got resolved and funds returned.