RSA720 firmware update failure

ROSE Products RS130
#21

@HMANAZ

We don’t have a separate list of DACs compatible with the RSA720.
If you let us know the model name of the DAC you’re using, we can check for compatibility.

#22

I’m genuinely trying to understand how this works. If there’s no published list of compatible DACs, what exactly is being used as the reference point when we provide information to check compatibility?

Without that clarity, it’s difficult for customers to have confidence in the process or to know what to reasonably expect. Providing more transparency here would go a long way toward building trust and easing concerns. @ROSEHAN

1 Like
#23

@duffer5

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.