My NPC seems to have encountered a USB problem where it will output audio via USB but the display will now respond/wake with button pushes. It only works when USB is disconnected.
Yes, mine was like this for a while. Then I appeared to lose “pixels” from the LED display and after a Windows update nothing.
Mine is all boxed up and I’ll drop it off at PSAUDIO later today, I’m putting it in for a non-warranty repair with a not to exceed $250 cost.
It’s disappointing that this has happened twice on a piece of equipment that cost more than $1,000.
I’ve never taken it apart to see how its all put together, but I assume this is indeed related to the choice and implementation of the USB chip. While I’ve never done audio equipment design, I was the Chief Firmware/software architect at Dell for a number of years, and saw my fair share of failure.
Fingers crossed yours doesn’t degrade further.
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I agree that it is disappointing for an product that cost $1900 new and is only four years old. At least you’re lucky enough to be able to drop yours off - I’ll be out another $100 if I decide to ship it back for repair.
The Nuwave phono converter is the only PSA product that I bought direct from PSA and returned almost immediately. It stunk as a phono preamp with way too much hum which was impossible to exorcise. I stuck to my old ARC ph-5 and forgot about converting my albums to digital.
I guess it depends how much the repair costs etc. I agree from a delivery point view. Also, I assume PS Audio will have bulk shipment agreements and should be able to supply labels at a lower price than you and I can pay.
@John_Dubya thats weird, I never had that problem. Converting my albums one way or the other is essential, so I don’t have the luck luxury. I’m working on some mixes for a couple of projects now. It is interesting in the difference of the sound between the Music Hall and the PS Audio. Obviously it’s also dependent on turntable and cartridge producing the original sound.
On balance, I like the sound from the PS Audio, but the Music Hall is way smaller, and much more useable.
They quoted me (quickly) the same seemingly standard $250 as well.
@John_Dubya like @4mc I’ve not had any issues with him either in the four years I’ve had the NPC. In fact this display issue is the first - it’s performed flawlessly otherwise.
Just wanted to see if you’d dropped your unit off yet. I’m getting dropouts via USB to my Mac now…
I dropped it off about 10-days ago and was waiting for them to call, your post reminded me to chase up. It’s done and ready to collect.
I had it serviced under a $250 not-to-exceed. Apparently that doesn’t include a warranty?
I asked what was repaired/replaced. Morris(at PS Audio) tells me they replaced the IO Card which drives the USB, and the Display card which is linked to the IO card.
I’m going to try to collect this afternoon, otherwise it won’t be until next week. I’ll try it out and post here.
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Ask. My guess is there is a warranty on the repair. PS Audio tends to be very liberal on such things.
How much did they charge for the out of warranty repair? $250 or less?
It was an out-of-warranty repair. The standard service cost is I think $750 for the NPC, at that price, give its less than 5-years old and had already been in for a warranty service for a similar problem, I’d actually expect a replacement. However, PS Audio doesn’t make these or anything like it anymore, perhaps they’d been getting lots ot service returns?
So, when I talked to the service manager,(also) Mark, he said they could look at it and do a not-to-exceed $250 repair. Thats what I took. I’m a little disappointed that the repaired device doesn’t come with at least a 90-day warranty on the repair, but thats the deal apparently.
We don’t have anything on paper or a policy necessarily, but if you call up in 90 days with another issue, we wouldn’t charge you for it. Regardless if you do a full $750 or a “not to exceed” repair, we do a full overhaul and test.
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Thanks James. I’ll come collect it on Tuesday.
I shipped my unit back yesterday. Hoping it’s the same repair @4mc needed and that it’s back in a couple of weeks.
Bill
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Bill, how did that work out for you? Hopefully it’s all working great again.
I tried mine when I got it back, it worked fine as expected. However, it took me nearly 30-mins messing with my Windows 10 system to get everything to work with the drivers. This was perhaps because I’d done and tried so many things before sending it back for repair.
While the sound is definitely better than the Music Hall A2D that I’ve been using, I decided to sell the NPC on ebay. While there are quite a few on ebay, no were priced to sell. I listed mine for $600 and it sold within the week. PSAudio PS Audio Nuwave Phono Convertor (Silver) - Factory Refurbished 810283013136 | eBay
I hope the new buyer enjoys it. Sadly that ends my relationship with PSAudio since I don’t have any real requirements for high end audio. It’s great to see their office, factory move went ok and Paul and the team were great to work with, and very accomodating.