It’s disappointing to see that nothing has changed since this statement on September 26. In fact, the communication and support from HiFi Rose have gotten worse, not better.
For months, customers have been asking for transparent updates, stable firmware, and basic accountability from support. Instead, we continue to get silence, vague promises, or broken updates that make the products less reliable. This community shouldn’t have to serve as the company’s unpaid tech support team.
If HiFi Rose truly values its users, then prove it — communicate clearly, respond publicly to unresolved issues, and deliver the stability and transparency you’ve been promising for over a year. Until then, words like “trust” and “commitment” ring hollow.
DAC Compatibility Criteria
Disclosure of the specific criteria used to determine whether a DAC is compatible or not (testing methods, technical specifications, internal testing conditions, etc.).
List of Compatible DACs
Sharing the official list of DACs that are confirmed to be compatible with the RSA720.
2. Problem Recognition and Official Acknowledgment
Official Acknowledgment
The company should publicly acknowledge the increasing frequency of reported product defects, hardware failures, and software issues.
Response to Customer Reports
Recognition that customer reports have sometimes gone unanswered or have been delayed, along with a commitment to improve.
3. Transparent Communication
Sharing Causes and Current Status
Clear disclosure of what problems are occurring, their causes, and the extent of what has been identified so far.
Explanation of Software Updates
Providing clear reasons why certain functions may have been broken or removed during software updates.
4. Corrective Measures and Timelines
Planned Actions and Responsibility
Sharing what corrective actions, replacements, or design modifications are being planned for bugs, functional defects, and hardware issues.
Implementation Schedule
Providing a timeline for when these corrective actions will be carried out.
Warranty and After-Sales Support
Explaining in detail the warranty coverage and the processes for hardware repair or replacement.
Public Statement
Issuing an official statement regarding hardware failures, including root causes, corrective measures, scope of the issue, potential customer impact, and what actions customers should take.
5. Customer Support and Communication Improvement
Enhanced Customer Support
Improving responses to technical requests and strengthening support systems for both new and experienced users.
Distributor Support
Expanding support for dealers and distributors through better parts supply, training, and technical documentation.
Timely and Meaningful Responses
Addressing customer inquiries promptly with substantive answers, reducing delays and lack of response.
6. Expectation Setting and Trust Recovery
Product Function Assurance
Ensuring that the functions available at the time of purchase will continue to be maintained.
Prevention of Feature Regression
Avoiding reduction or degradation of product functionality through updates.
Clarification of Product Nature
Recognizing that the product is not only HiFi equipment but also a combined hardware/software system, and providing support accordingly.
Restoring Trust
By disclosing processes and standards, customers can clearly understand what to expect and what risks may exist, thereby rebuilding trust.
The response you mentioned describes the direction we are aiming to take going forward.
We are gradually implementing the improvements outlined in that statement.
It has been about a month since then.
I understand your frustration, but if you could tell me specifically which issues or points you are concerned about,
I will do my best to check and provide a detailed update on the progress.
Please try to avoid general comments and share your questions as specific and detailed as possible.
We deserve a complete and transparent response to every question raised above. The ongoing lack of clarity and evasive replies are unacceptable. Each concern deserves a clear, detailed answer—not another generic statement that everything is “in process.”
Many of us have observed what appears to be a repeating pattern: apologies, deflections, and delays that eventually fade into silence. That approach erodes trust and damages HiFi Rose’s reputation with its most loyal users.
It’s time for HiFi Rose to engage directly and honestly with its community. We’re not asking for promises—we’re asking for accountability, transparency, and real answers. The longer these issues remain unaddressed, the more users will continue to lose confidence in the brand.
Are you going to fix the library rescan function and deleted files or folders should be deleted also from library?
Are you going to fix the DSD gapless playback?
These are questions for over 2 years that i’ m asking and getting always the same answer (scripted).
Fix the sound that so many complaining. I got an Eversolo T8 and outperforms the RS130 for almost 1/4 of the money and the library works just fine and the gapless playback on DSD works also. Sounds way better and detailed. The only thing that is better is the big screen of the RS130 from the Eversolo T8 for me right now.
You wanted specific questions. Now give me specific answers but not the scripted ones.
It’s time for reality not for shows.
Yesterday, we held an internal meeting regarding both software and hardware issues.
I would like to provide direct answers to your questions:
Library File Deletion Function
Adding a file-deletion feature is technically possible.
However, even when we previously added the copy function, the device experienced hardware overload, which caused extremely slow performance.
If we add file deletion in the current hardware structure, the same overload issue may occur.
Because of this, our team is currently exploring alternative methods to implement a safe and stable file-deletion function.
DSD Gapless Playback
Technically, it is possible to add DSD gapless support.
However, implementing this feature has proven to be highly complex, and the development has currently been put on hold due to technical limitations.
Moving forward, we will assign a responsible engineer to each of the issues discussed in our meeting.
For long-standing problems reported on the HiFi Rose Community, we will provide regular status updates as we receive progress from our development team.
Thank you for your patience, and we will continue to improve our communication and transparency.
It’s always frustrating when an expensive device doesn’t work as expected. The reasons for this aren’t necessarily Rose Audio’s fault. We all have different internet connections via routers, modems, Wi-Fi, LAN, etc., which are likely all configured differently. End devices like tablets, mobile phones, or iPads also vary considerably and don’t all run the same software. Keep this in mind; the problem isn’t always Rose Audio’s fault.
@ROSEHAN
First of all thank you for your direct answers.
When it comes to library file deletion you telling me that the software needs too much resources that the hardware cannot handle (hardware overload) or the hardware (cpu/ram) has not the specs to support these functions. Probably you have to approach this differently and re-develop the software.
About DSD gapless playback more direct answer it would be the explanation of “technical limitations”. If you mean the lack of knowledge of the development team i will understand that and i want to add that it’s obvious.
It is very clear that your only choice to save your reputation the very last moment is to replace the development team and do things in a better way or let me say in the best way possible.
And the last thing … Make your words actions for everybody to see.
Stop messing around with this corporate nonsense about trying to copy US practices to appease people and fix the disaster you created with the last RS151 update. You DESTROYED the audio quality, and stop lying about not messing with the DAC or the outputs. We’re not deaf; we all have ears, and we all noticed what you did. Furthermore, how can you not fix the gapless playback issue with DSD files? Please, don’t treat us like idiots.
Typical ROSEHAN bla bla. Pretty sure this will happend exectly with this topic (Library File Deletion Function, DSD Gapless Playback ).
Just think about how long it would take if an error like this happen in EVERSOLO device / software.
A week ? 2 weeks? Sure not longer than a month. But this include fixing testing + rollout.
Ok Rose HIFI du not test but lets see what there deliver + when there deliver.
I don’t really think HiFi Rose is necessarily dishonest. I think they may have just not realized they didn’t have the talent on the SW/FW side to match the hardware, which IMO is quite capable.
I believe it is time to revisit this thread and, respectfully, ask for an update from @ROSEHAN and the moderation team (@moderators).
When the open letter, “Strengthening Stability, Quality and Support,” was published, it outlined a commitment to improving the ownership experience for HiFi Rose customers. Many of us welcomed that message and viewed it as an acknowledgment of the concerns that had been repeatedly raised by the community.
Since then, a considerable amount of time has passed, and I think it is fair for customers to ask: What progress has been made against those commitments? Which initiatives have been completed, which remain in progress, and what measurable improvements should customers expect to see?
This is not intended as criticism, but rather as a request for transparency and accountability. The best way to rebuild confidence is not through promises, but through visible results and regular communication regarding those results.
I would genuinely appreciate an update on the deliverables outlined in that letter and how HiFi Rose measures its progress against those objectives. Many of us continue to support the brand and want to see it succeed, which is precisely why these questions remain important.
I think that there has been a concerted effort on the part of Rose.
Better communication here.
A consistent update routine on the Rose One app.
Things like that.
I don’t know if they have worked w local distributors to improve customer sat though.
I live in the US where Mofi (RoseUSA) seems to have done a good job. Of course YMMV depending on where you live.
