Have you heard of three people who took their device to a repair shop and then returned it with the same problem?
And how many people have you heard of who took their device in for repair for this reason and didn’t have the problem?
And even if you’re not talking about this problem, three people isn’t a common occurrence, as you wrote in your post…
While thousands of people have bought HifiRose products and do not complain!!!
Well, my multi-thousand pound streamer is currently shipping to the repair warehouse because of a fault that seems fairly common for RS130’s. I only had it for a few months and I do not know how long I will be without it. So I think I am within my rights to complain.
It’s quite legitimate to complain, I would be the first to be angry with a broken Rs130. However, I would not make a generality
Gillesbonatti
Unfortunately, these types of devices can be nerve-wracking, but you have to remember that a lot of these devices have already been sold, and you have to be honest about how many people have problems and how many are satisfied with devices like the RS 130 and RS 151. You have to trust that the engineers will deal with the problems and that everything will be fine with the next update.
Problems need to be reported because engineers have to fix them; it’s their responsibility. But it’s important to remember that users of other devices costing two or three times as much also sometimes experience problems with their streamers.
The problem with the Rose is that it’s a device with many additional features, such as a complex radio, tilt indicators, YouTube, a clock, large display etc., that many other companies don’t include in their devices, and these devices can play tricks.
I completely agree, the complexity compared to others is really huge, I have an RS 130 and so far I haven’t had any problems. But I haven’t updated to the latest version of the software yet. Now the HiFi Rose app needs to improve a lot, it is behind Aurender and Eversolo for sure.
Reports of HiFi Rose hardware failures are escalating at an alarming rate. Despite this trend, the company has issued no formal communication or disclosure regarding the nature or extent of these defects. As this forum constitutes the principal channel for customer service, HiFi Rose bears a duty to provide clear and timely updates concerning the causes, scope, and remediation of these failures.
The continued lack of disclosure gives rise to the appearance that HiFi Rose is withholding material information—information essential for current customers to evaluate service and warranty obligations, and for prospective customers to make informed purchasing decisions.
Accordingly, we hereby request that HiFi Rose immediately issue a public statement addressing these failures, including: (1) the identified causes; (2) corrective and preventative measures being implemented; and (3) explicit guidance for existing and future customers.
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You can’t use this forum as a gauge to say that “failures are escalating at an alarming rate”. This has to be the strangest audio forum I’ve ever seen.
You’re right that forums can sometimes exaggerate issues—but in this case, it is the appropriate gauge. This forum is the only customer service channel HiFi Rose provides. There is no published phone support or direct customer contact.
That means when multiple users report failures here, it isn’t just “noise”—it’s the only transparent window customers have into real product performance and service experiences. Without official communication from HiFi Rose, this forum becomes the de facto record of problems and resolutions.
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@conrad
I’m noob here but I was surprised by the forum.
You might have a problem yes, but as other said you are just generalizing the case with bringing one or two other cases you are having.
And about repairing, it’s dealer’s responsibility not direct from the manufacturer so all may have different experience and I got that.
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The growing reports of hardware failures deserve acknowledgment and clarity, yet silence remains the only reply. For a company whose customers rely on this forum as the sole service channel, that lack of communication is troubling.
@ROSEHAN @moderators — will HiFi Rose address this issue, or should customers assume there is no plan to?
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Customers? It’s basically you
Hello fellow RS 130 owners. I thought I’d add a data point to this discussion. Like others are reporting here, my experience after the latest update has yielded a similar result: I hear relays switching, but the display does not light up and the Rose app doesn’t not see my RS 130 on the network. I have an email out to MoFi for next steps which I assume will be an RMA and a long wait time for repair. My RS 150B worked very well and I gave it to my son so he could enjoy it. Lesson for me is to not have auto updates selected. Hope it turns out well but disappointed nonetheless.
I have organized your questions and requests for clarification as below and forwarded them to the General Manager of HiFi Rose.
Once I receive his response, I will provide you with the answers.
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.
This is hifirose.
This has been fixed in v5.9.09, released today. Please leave a comment if this occurs again.
@shim What has been fixed? The last update caused multiple units to break and have to be returned for repair. They were unfixable by a software update.
@conrad
I’d like to ask you to confirm a fix for the issue mentioned in the title, where the device would need to be powered on if it didn’t wake up from standby mode.
What Conrad mentioned seems to be a different issue. I apologize for any confusion.
Dear HiFi Rose users
I have already forwarded the points you mentioned above to our software and hardware teams. They told me they will prepare and provide me with a response as soon as possible.
Additionally, here are the details of the Rose OS 5.9.09 update:
- Fixed an issue where Roon users could not wake up the device after entering standby mode from the Roon settings.
- Fixed an issue where the weather refresh notification was continuously displayed when using AOD (Always On Display).
- Fixed an issue where the album cover did not update when switching tracks during Roon playback.
- Improved stability of Music Cache on RS130.
- Fixed an issue where, after playing Spotify during Tidal playback and then returning to Tidal, the selected queue appeared as empty.
- Improvement so that for Wi-Fi users, USB/SSD power is always enabled.