Hifi Rose,
This announcement does not address the core issues customers face. It’s full of polished language, but there are no real answers. HiFi Rose keeps recycling the same promises about stability, inspections, and “customer satisfaction,” yet the problems persist: unstable software, buggy updates, hardware failures, and customer support that is almost non-existent.
Let’s be clear: blaming “component variances” for hardware failures is not an explanation, it’s an excuse. Customers have seen widespread issues across multiple models, not just a handful of outliers. If your quality control had been adequate in the first place, these problems would not be so common. And if you truly stand behind your products, you should be covering all post-sales failures regardless of warranty timelines, because they stem from your admitted lapses in quality management — not from customer misuse or bad luck. Anything less is shifting responsibility back onto your customers.
As for support, let’s stop pretending there is a functioning network. The reality is that this forum is the only meaningful support channel. Most distributors are either untrained, unresponsive, or completely unprepared to handle the technical problems that keep coming with HiFi Rose products. That means customers who pay thousands for premium gear are left troubleshooting on their own or relying on other users for fixes. That is unacceptable for a brand trying to position itself at the high end of the audio market.
If HiFi Rose is serious, then prove it.
- Publish the actual hardware failure data and what you’re doing to address it.
- Publicly commit to covering all failures tied to poor QC, regardless of warranty.
- Create a real support infrastructure that doesn’t abandon customers after the sale.
- Stop hiding behind vague language and direct messages — address problems openly in the community so everyone can see the resolution.
Until these steps happen, this isn’t a plan, it’s damage control. HiFi Rose customers don’t need more words — we need accountability, transparency, and real solutions.
-Duffer5
“Hifi Rose wrote:”
Dear HiFi Rose users,
We would like to express our sincere gratitude for your continued support and trust in HiFi Rose. Your feedback and experiences with our products are extremely important to us, and we are committed to using them as the foundation to provide better products and services.
In this announcement, we would like to share with you the key improvements we are working on — including software stability and update policies, product quality management and after-sales support, and enhanced customer communication. These initiatives are part of our ongoing efforts to strengthen HiFi Rose as a brand you can trust.
1. Software Stability & Update Policy
HiFi Rose provides regular software updates to deliver new features and greater convenience. However, we recognize that some users have raised concerns about stability and completeness during the update process. We take these concerns very seriously and will place greater emphasis on stability alongside feature expansion and convenience in future updates.
1.1 Strengthening Software Stability
- Enhanced Pre-Verification Process: Thorough multi-stage testing before release to minimize unexpected errors or performance degradation.
- Function Continuity: Ensuring that the key features available at the time of purchase remain reliably supported, so customers can update with confidence.
1.2 Clearer Update Information
- Transparent Change Logs: We will explain not only new or improved features but also any changes or adjustments, including the reasons behind them.
- Swift Communication of Issues: Should problems arise, we will share the cause, current status, and our resolution plan with clear timelines.
1.3 Sustainable Service
- Rollback & Recovery Support: Where necessary, we will prepare rollback mechanisms and provide guidance to ensure a stable user environment.
- Expanded After-Sales Support: Alongside software improvements, we will continue to provide clear guidelines for warranty, repair, and replacement processes.
2. After-Sales Support for Hardware Issues Reported in the Community
We are aware that some customers have experienced hardware issues. After careful investigation of returned units, we confirmed that these were not caused by design or circuit defects, but rather by variances in specific components in a limited number of units.
Our actions include:
- Stronger Pre-Shipment Inspections: More rigorous testing before distribution to minimize potential issues.
- Proactive After-Sales Support: Strengthened service network to ensure quick inspection, repair, or replacement through our global distributors and service centers.
Our goal is to give every customer peace of mind when using HiFi Rose products by continuously refining our quality management system and providing responsible, timely support whenever issues occur.
3. Enhanced Customer Support & Communication
We recognize that at times, technical requests have not been addressed as fully as they should. To improve this, we are reinforcing specialized support channels so both new and experienced users can get the help they need.
- Expanded Partner Support: Dealers and distributors will receive greater resources including stable parts supply, enhanced training, and updated technical documentation.
- Faster, Solution-Focused Responses: We will set clear response time goals (SLA) and ensure transparent tracking from inquiry to resolution, moving beyond simple replies to real solutions.
- Clearer Communication in the Community: Some customers perceived unanswered posts in the community. In most cases, responses were given via direct messages, or customers resolved issues without posting follow-ups. To avoid such misunderstandings, we will actively reply to community threads and clearly share resolutions so that everyone can see the outcomes.
Our Promise
HiFi Rose will continue to listen closely to the voices of our customers, uphold the commitments we make, and place customer satisfaction at the heart of everything we do.
We deeply appreciate your unwavering trust and support, and we look forward to rewarding you with even more advanced products and services.
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