HiFi Rose user Update: Strengthening Stability, Quality, and Support

ROSE NOTICE Notice
#46

@ROSEHAN @ROSELOA @Rose_love

1. Compatibility Issues

  • 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.
2 Likes
#47

@duffer5

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.

#48

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.

4 Likes
#49

Be honest and admit that the latest update for the RS151 model destroyed the sound quality!

1 Like
#50

@ROSEHAN Ok. You want questions.

  1. Are you going to fix the library rescan function and deleted files or folders should be deleted also from library?
  2. 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).
  3. 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.
4 Likes
#51