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A community member
Nov 3, 2017
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I bought these a while back and these systems were being manufactured with a known defect for a while. There can be a persistent hum from the speakers that doesn't go away. Dealing with HiVi to get it fixed is next to impossible because they have zero functional customer service in the states. The company I bought them from Audio Insider was the only dealer in the US at the time (3 years ago or so) and he "repaired" them by not doing anything and just sent them back. It took several times of sending them back and forth before he actually upgraded the internal components and fixed the hum. Super shady dealer (he's since changed his name to Chane Music Cinema but it's still him) and HiVi wasn't much better in dealing with them.
Nov 3, 2017
JonLane
192
Chane Music & Cinema
Nov 3, 2017
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Hivi Swan have supplied probably one hundred thousand M10s worldwide, with up to 10% of them in North America. The design is a success and a real favorite with Massdrop customers, as well as with the importer and individual dealers.
The design is solid and the value is substantial (especially now that it's less than $100). 100% of production go through visual and operational testing before packaging so each one is known to be good before leaving the plant. Once here a replacement policy covers all M10s in the first 30 days of ownership, with a one year product warranty covering the product thereafter.
As a consumer product the M10's in-field service record is also excellent, with only about one half of one percent of their owners requesting service. Of those, about a third of all M10 returns prove to be actually flawless. After thorough re-testing, if a warranty station finds there's nothing that needs to be done and can be done, they are returned. Customers generally never find issue again.
If there is any doubt that they may present a problem in the field, warranty allows for complete replacement or electronics-only replacement at the station's discretion and within the warranty terms expressed at time of purchase. (Customer-damaged and improperly-packaged units that otherwise re-test perfectly are also returned to the customer at the station's expense. Warranty naturally does not provide for complete product replacements for units returned in neglected or damaged condition.)
Of the 30% or so that prove to test perfectly, there is no way to determine if the user's local environment - radio interference, electrical interference, or improper grounding - may be issues and so no way to guarantee that they will not recur. While a warranty call absolutely aims for perfect operation every time, there's just no way to be on-site for ten thousand units to ensure perfect setup. In those events all a station can do is test and return, or if an issue is found, replace, test, and return.
I don't know who you are or what your item's service record is. Chane and all other HiVi agents have no interest in anything but our customers' satisfaction and we'll all do our best to assist it. There's no 'known defect' in the M10 and if you or any M10 or HiVi Swan owner need service, we urge you to contact us. Obviously you can't be helped through an anonymous complaint, especially when these procedures have been in place for over ten years.
I appreciate the opportunity to explain the service all buyers may expect when considering this product. Part of the M10s success is the simple fact that we all have everything to gain from solid, standard warranty and service practices. Thanks again.
Nov 3, 2017
A community member
Nov 4, 2017
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A cursory scroll through the comments here on the HiVi M10s or other audio sites' M10 reviews reveal a substantial number of people who experience the same omnipresent buzz in the speakers that I too experienced. This really wouldn't have been an issue had Chane (then Audio Insider) properly repaired the unit the first time. It took three tries sending it back to get the system properly repaired with only the first one's s/h taken care of by Chane. It was really an abysmal customer service experience to fix what Jon ultimately admitted was a known issue with the boards in those speakers. I wouldn't wish that kind of experience on others and certainly there are other better 2.1 systems out there that are supported by proper customer service.
Nov 4, 2017
JonLane
192
Chane Music & Cinema
Nov 4, 2017
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Today we're sending a $30 volume control free of charge to a Canadian Massdrop customer whose 2015 product is fifteen months out of warranty. We typically cover products not just for the warranty term but for as long as we're supported with parts. In some cases this is years beyond original warranty. As a consumer product the M10's in-field service record is also excellent, with only about one half of one percent of their many thousands of owners requesting service. Of those, about a third of all returns prove to be actually flawless (as just about any service manager for consumer products will report). After thorough re-testing, if a warranty station finds there's nothing that needs to be done and can be done, they are returned. Customers generally never find issue again.
If there is any doubt that they may present a problem in the field, however, warranty allows for complete replacement or electronics-only replacement at the station's discretion and within the warranty terms expressed at time of purchase.
We've been serving hundreds of Massdrop customers like this for years and now that we're able to pass on by far the lowest prices for these items in their history, the value is even higher. We love Massdrop customers.
Nov 4, 2017
static.overdub
513
Nov 7, 2017
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Thank you for the response. I am not sure if I will pick these up this go around, but my hesitation is not due to the borderline creepy recurring comments by a certain individual.
Nov 7, 2017
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