Its official - software update did break some RS130 units

ROSE Products RS130
#1

Hi all,
Following on from my RS130 dying after the latest software update I am having a nightmare getting the RS130 repaired. The couriers booked by my retailer dropped it and damaged it very badly, sigh… Do not know how long a replacement will take.

In the email about the damage I was forwarded from the repairers It contained this information

Hi ****,
Please see photos attached of how this unit arrived here. The top right corner of the unit has been damaged. I will let you know the cost of a replacement front panel. Regarding the repair it appears a firmware update has caused some units Main PCB to malfunction. We do not have the replacement part in stock, some are on order, but it may be a few weeks before we see them.
Best regards,

So it was caused by the firmware update and ‘some’ units have malfunctioned because of this.

I hold HiFi Rose responsible for all of this trouble caused by their software update.

Is there an official response from HiFi Rose about this? Are they withdrawing the update - is there an official email to RS130 owners not to update in case it damages their units?

Conrad

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Rose RS130 doesn't wake up from sleep/standby after the last upgrade
HiFi Rose user Update: Strengthening Stability, Quality, and Support
#2

That’s interesting.

Not the dropping of the unit… that sucks!

But the update causing some of the board to have issues.

#3

@ROSEHAN Can you please comment.

Given that HiFi Rose released a software update that broke my RS130 - which is now in for repair and will probably take months to get fixed, what guarantees can you give that you will not do this again?

I have lost complete faith in HiFi Rose as a company. I am extremely concerned that you will repeat this incident at some point in the future and that I will have to get my unit repaired again, which is unacceptable for a premium product like this.

Is it possible to get some form of compensation for this inconvenience? I would much prefer a complete refund so that I can purchase alternate equipment. Is this possible? It is, after all, HiFi Roses’ fault that I currently have no RS130 and do not know when I will get it back.

#4

What was the problem after the software update?
My RS130 is already in for repair 5 weeks!! for what seems to be a display problem.
They say they are waiting for parts to arrive from Korea.

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#5

After the software update the unit stopped turning on. The relays would click but the screen would not show and the system would not start.

#6

Hey, just out of curiosity…

And this might not have anything to do with the issues…

Have to ask… how many are putting surge protectors / line conditioners in front of their units? And if a surge protector what kind?

I mean I’m running HomeDepot Wall Wart that comes w a 1 Million USD insurance guarantee, and haven’t had an issue w any of them yet… (6yrs and running.) I do have some older (cough 30yr old cough cough Trip Lite units that probably should be refurbished…)

#7

@ROSEHAN can we PLEASE have an official statement from HiFi Rose about this problem. I am encountering more and more people who have had this issue.

How many units have been affected? Will there be any compensation for this awful mistake that you have made?

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#8

@ROSEHAN Where has all the HiFi Rose support gone?

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#9

Musím bohužel konstatovat, že úplně stejný problém postihl i můj streamer. Relé spínače cvaká, ale displej je zcela mrtvý. Jestli to bylo opravdu způsobeno jejich aktualizací, tak by byla od firmy slušnost minimálně proplatit veškeré související výdaje s jeho opravou/oživením(když už nám nijak kompenzují ztracený čas bez streameru).

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#10

Dear HiFi Rose users

Here are a few things to check:

  1. Are you using Roon in standby mode and connected to a Rose device?

  2. Do you hear a clicking sound when you press the power button on your Rose device?

  3. Does unplugging and reconnecting the power cable from the rear of your Rose device resolve the issue?

#11

Who is saying the quote that you posted? HiFi Rose or a repair place? If not HiFi Rose, I’m not sure that I accept your conclusion it was from an update yet and “it appears” does not mean “it’s official” in my mind. If you search back, a number of units had a DC board go out which caused the same issue yours had (relay clicking and nothing else). Mine did it and I had done no updates. They have a fix for the DC component issue. Someone dropping your unit, while a bummer is a whole other issue.

#12

@Carnelian That quote is from Henley Audio the main UK distributor. They are handling my repair.

#13

@ROSEHAN we are way past that. My unit is already in for repair - although it will be a while before it is returned.

Any comment on the update breaking units?

#14

I had the exact same situation. The relays clicked but the unit would not turn on.
I contacted MoFi Distribution, the US distributor, and they sent a pre-paid FedEx shipping label for repair under warranty. They were very courteous and efficient.
I sent mine in on September 15.

#15

I’m sorry to hear that.
But yes MoFi is a good distributor.

If you get AXPONA you can meet them and talk w them.

#16

I had my RS130 plugged into a PS Audio PowerPlant Regenerator.

#17

Hmm.
So that would mean we can rule out any sort of surge or power issues causing the unit to malfunction.

Lets see what they say when they repair your unit.

#18

Dear HiFi Rose users,

We have recently fixed the issue where Roon users could not wake up the device after entering standby mode from the Roon settings.

After updating, are you still experiencing that your Rose device does not power on?

#19

@ROSEHAN So HiFi Rose support are now completely ignoring the issue where a recent update broke multiple RS130 units and sweeping it under the carpet. Sigh… What terrible support.

#20

It highly likely wasn’t the software or firmware update in your instance. There are multiple RS130 units (mine included) that had the DC board go out which is a design or hardware issue. Did you leave your unit on all the time or turn it off and on regularly? The DC board problem seems to occur when turning on. It may be possible that the reboot after the update “caused” it via the reboot but that isn’t necessarily from the update itself. I’ve not heard of one instance where the “relay clicking won’t turn on issue” was from an update. So you are spreading misinformation by implying causality.
I would be pushing your distributor for a new unit.

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