Hi Roon Community,
I’d like to share my experience with my NAD T778, which I purchased on August 31, 2023, from the German retailer Auditorium GmbH (auditorium.de), hoping to benefit from NAD’s highly regarded reputation and its Roon Ready certification. However, my experience has been disappointing, and I am curious to know if others have encountered similar issues and how they were resolved—if resolved at all.
My Issue with the NAD T778
The T778, a home theater model from NAD Electronics, was used occasionally but has now stopped functioning entirely. The specific problems I’ve encountered are as follows:
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Non-Responsive Touchscreen and Playback Issues: The amplifier, operated via a front touchscreen, fails to display anything when I turn it on to listen to music or watch a movie or TV show. The screen remains completely black, showing no signs of power, and neither sound nor video is produced from any connected sources. These sources include:
- An Intel NUC running Rock as my Roon Core.
- High-resolution music streaming services like Qobuz, accessed directly through the T778’s integrated BluOS.
- A high-end Sony TV connected to terrestrial digital TV and video streaming services such as Netflix, MAX, or Disney Plus.
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Intermittent Start-Up with Fan Errors: Occasionally, when the device is turned on, the switch LED lights up for about 5 to 10 minutes. During this time, a loud noise comes from a cooling fan that inexplicably runs at maximum speed. On rare occasions, when the screen does not remain blank, it displays the following information:
- “Fan RPM: 0”
- “Controller Status: Error”
During this brief window, the device does not produce any sound and eventually shuts off completely, becoming unresponsive.
These issues have rendered the amplifier unusable.
Attempts to seek assistance in resolving the issue (this is the most frustrating part!)
Since October 11, 2024, I have been in contact with NAD Electronics and Auditorium GmbH, the German retailer where I purchased the NAD T778.
Richard F. from NAD Support in Canada eventually advised me to send the amplifier back to Auditorium GmbH, which I did. The device was delivered and received on November 5. Auditorium GmbH confirmed on November 8 that it arrived safely and acknowledged that it was non-operational, as I had informed them.
I was advised by Auditorium that the manufacturer would decide whether to repair or replace the device. However, this contradicts Directive (EU) 2019/771, which explicitly states that within the legal three-year warranty period, it is the buyer’s right—not the manufacturer’s discretion—to choose between repair or replacement of a defective product, free of charge.
Given the severity and persistence of the issues with my NAD T778, I have exercised my right under the directive and formally requested a replacement. I have explicitly communicated that I will not accept a repair due to the product’s significant and ongoing deficiencies.
Current Status and Request for Insights
As of today, November 23, 2024, I have not received any further updates from NAD Electronics or Auditorium GmbH since November 8. This lack of communication, along with the unresolved issue while the device has been in their possession since November 5, raises concerns about NAD’s readiness to provide reliable products and meet the required standards of post-purchase support in Europe.
Questions for the Roon Community
• Has anyone else faced similar issues with NAD products? If so, how were they resolved?
• Roon, is NAD truly prepared to support its European customers and uphold the standards expected of Roon Ready products?
I sincerely hope my experience is an isolated case, but the silence and lack of resolution have left me deeply concerned. Any insights or advice would be greatly appreciated.
Thank you in advance for your help.
Best regards,
José Ignacio Labiano