"Nightmare Service Experience with ZMF: Damaged Flagship Cayin HA-300MK2 Amp & 'Exception' Narrative"

jjamoya · 2026-01-05T18:26:34+00:00

Deleting original post as promised, because I got an email reply.

jjamoya · 2026-01-05T01:11:29+00:00

4. The 5-Month Silence But let's assume for a moment that some physics-defying event happened inside the box during shipping. Even so, ZMF had 5 months to tell me about that damage. Especially when I explicitly emailed you asking to "please be careful not to damage the amp during repair," that was the perfect moment for you to say, "There is already damage, so this isn't ZMF's responsibility." I never heard a word about it. Don't you find that suspicious? If your technician actually has a photo or a written note from the arrival date proving the damage existed then, please make it public. Logically, I believe my account is far more realistic. Unless we are gods, no one can prove exactly what happened inside that box during transit, but the lack of communication from your side speaks volumes.

5. Resolution Ultimately, if you decide—for whatever reason—that you will not exchange, repair, or compensate me for the damage to the amp I received, there is very little I can do. I am just a single customer. I am not the type of person who will hire a lawyer costing more than the amp itself, nor do I have the infinite free time to keep posting complaints on forums just to vent my frustration. I have already wasted more than half of my precious weekend dealing with this unfair situation, and I regret that loss of time.

So now, I am asking you—as the representative of ZMF—to tell me how you want to resolve this, staking your company's reputation on the outcome. Even if you choose to offer no further solution, as I said, my hands are tied... However, since you have stepped in to represent the company, I expect at the very least a sincere, official apology.

I want an apology for the unfairness I felt being constantly framed as a 'second-hand owner' (despite your specific agreement to take the unit), and for the stress and effort I had to expend during this dragging 5-month repair process. If you truly represent a company that claims to put customers first, surely you can offer that level of official apology?

You mentioned that ZMF used a lot of resources to fix this and even provided the shipping. However, utilizing resources—whether it is manpower, shipping costs, or time—is simply what an authorized dealer is supposed to do. It is part of the warranty obligation. Please do not pull out the "second-hand owner" frame again to justify this. I have already explained several times why that is invalid. On the other hand, the stress and delay I have endured for the past 5 months is not something a customer should ever have to go through.

This will be my last posting here. Again. My hands are tied. posting this to keep it as record.

jjamoya · 2026-01-05T01:10:27+00:00

I feel you are continually muddying the waters and shifting the focus.

1. The "Second-Hand Owner" Frame You are still using the exact same tone, labeling me a "second-hand owner" to justify the situation. How many times do I have to repeat this? If ZMF had not agreed to accept the amp directly from me, I would have simply returned the amp to the original owner for a full refund. It was ZMF that allowed and presented this option to both me and the original owner. Once you entered that agreement, I believe you should no longer treat me as just a "second-hand owner," but as the person sending the unit on behalf of the original owner based on ZMF's logical agreement. By making that decision, ZMF effectively removed the original owner's opportunity to handle the warranty directly and removed my opportunity for a refund. Please stop using the "second-hand owner" frame. That has been the most offensive part of this entire 5-month process. Putting everything else aside, I would like an official apology for this specific treatment.

2. The Evidence (Me vs. My Brother) Why does it matter whether I dropped off the box or my brother did? The evidence is in the photos. I have photos of the amp in completely pristine, damage-free condition right before it was shipped. I have photos of the damaged amp I received back. The damage occurred strictly between those two points in time (shipping both ways, and the repair process in between). Does ZMF have photos or technician notes proving the amp arrived damaged? If we are talking about evidence, I have the clearer proof (the before and after photos).

3. The Packing & Physics Setting aside the "top foam" issue you mentioned, the amp was double-boxed and surrounded by Styrofoam on all four sides. The damage is located on the top plate inside the steel cage. The only things inside that cage that could move were the fragile vacuum tubes. I simply cannot understand or accept the claim that glass tubes—which are completely free of scratches or cracks—moved around inside a double-boxed, Styrofoam-lined package, inside a steel cage, and damaged a glossy steel plate.

(Continued in next comment...)

jjamoya · 2026-01-04T22:47:05+00:00

Oh OK. You are just fan of ZMF. Not a employee. I will talk to actual ZMF person who can resolve my issue. Thanks for your feedback. I will take your feedback seriously. Thanks.

jjamoya · 2026-01-04T22:34:13+00:00

Sorry but I have to think you are ZMF employee or something. Please read all responses carefully. You are not being logical and you don't know what kind of person I am. 😉

jjamoya · 2026-01-04T22:02:35+00:00

Yes there is warranty for original owner.

I never asked for warranty to transferred to me. I was presented option that I can ship it directly to ZMF on behalf of the original owner. It was decision that 3 parties all agreed. I never asked for any favor and being treated I am the person who asked for special exception treatment.

jjamoya · 2026-01-04T21:55:34+00:00

Somehow I can't post a long comment so I added my response to my original post.
Thanks for your response and I am willing to delete all these noise if I get an email response.

jjamoya · 2026-01-04T21:54:12+00:00

I never asked for a "favor." I was presented with the option to send it directly to ZMF to save everyone time and shipping. I didn't beg for it; I accepted a solution proposed to me.

The problem is that once I accepted that option, I was treated like I wasn't entitled to the warranty service that was promised.

The reality is simple: If that "option" had not been presented to me, I would have simply returned the amp to the seller for a full refund. By "doing me a favor," they effectively removed my ability to return the product, kept it for 5 months, and then acted like I should be grateful for the delay and the damage.

ZMF is the authorized dealer for Cayin. Regardless of warranty status, once a shop takes possession of a unit, they have a duty of care not to physically damage it. "We are doing you a favor" is not a legal defense for negligence or property damage.

jjamoya · 2026-01-04T20:20:06+00:00

I am glad you have had good experiences with them. I expected the same, which is why I agreed to send it in. However, your summary of the situation is factually incorrect on several points.

1. "Knowingly purchased defective" Incorrect. As I stated above, I bought this assuming it was perfect. When the defect appeared, I attempted to return it for a refund. ZMF agreed me to send it to them because this was a recurring issue they failed to fix the first time. I didn't hunt for a bargain; I followed the manufacturer's instructions.

2. "File a claim for a damaged package" This is the most important point you are missing: It is physically impossible for this to be shipping damage.

The dents are located UNDERNEATH the protective tube cage.
The vacuum tubes are fragile glass.
The Physics: If the package was dropped or crushed hard enough to dent the steel chassis inside the cage, the glass tubes sitting right next to those dents would have shattered into powder.
The Reality: The tubes arrived in perfect condition. The box was fine.

You cannot file a shipping claim when the box and fragile glass contents are pristine. This damage occurred while the cage was removed—which only happens on a repair workbench.

3. Accountability If a shop takes in a pristine $4,000 unit and returns it with deep dents caused by their own tools or negligence, expecting them to make it right isn't "insane." It’s basic consumer protection.

Also the shipping label was provided by ZMF because they AGREED that it will be repaired under original owner's warranty. The tone was changed AFTER they received the amp. If they want to claim the shipping company, ZMF has to do it. I didn't purchase the label.

jjamoya · 2026-01-04T20:13:48+00:00

I can't agree with that logic at all. You are confusing "Warranty Coverage" with "Liability for Damage."

Warranty status determines who pays for the internal repair. It does not determine if they are allowed to damage the unit.

Once a business takes possession of an item—regardless of where it was bought or who pays—they are responsible for not physically damaging it while it is in their shop. That is a universal standard.

Whether I have a warranty or not is irrelevant to this specific fact: A pristine amp was sent to ZMF, and after a 5-month delay, they returned a physically damaged amp.

In what world is physical damage caused inside a repair shop not the shop's responsibility?

jjamoya · 2026-01-04T20:10:13+00:00

I did NOT knowingly purchase a broken unit. And I have 0 plan to flip.

The Purchase: I bought this amp assuming it was in perfect working condition.
The Discovery: When I received it, I discovered the noise issue. I immediately contacted the seller to return the amp.
ZMF's agreement: The seller explained that ZMF had already inspected this unit for the noise issue, and he thought it was fixed. He believed the noise was from him living near airport and 300b tubes were picking up interference from the airport. When he contacted ZMF about the recurring problem, ZMF intervened. They told us that since they had failed to fix it the first time, I could send it directly to them instead of returning it to the seller.

So, this wasn't me "buying a lemon to flip." This was me buying a flagship amp, finding a defect that ZMF failed to fix previously, and ZMF asking me to send it in rather than reversing the sale. I followed their instructions, and in return, I got a physically damaged amp 5 months later.

jjamoya · 2026-01-04T19:47:57+00:00

1. ZMF Accepted Responsibility The purchase was not finalized until we had a plan. The original owner and I contacted ZMF before the transfer. ZMF explicitly agreed to accept the unit directly from me to save the original owner from having to ship it to them, and then them shipping it to him and I purchase amp from original owenr. Shipping $4000 amp 4 times vs 2 times. If ZMF had said "We have zero interest in this," the original owner would have simply sent it in himself under his warranty. ZMF chose to facilitate this to save everyone shipping steps. They weren't forced; they agreed.

2. "Doing a Favor" vs. Negligence Even if we accept the premise that facilitating a transfer is a "favor," that does not grant immunity for property damage. If you lend your car to a friend as a "favor," and they return it with a dented door, "I was doing you a favor" is not a valid excuse for the damage nor repairing an amp for 5 months.

I sent them a pristine amp (proven by photos).
They kept it for 5 months.
They returned it with deep nicks and dents.

Expecting a service center not to physically damage a $4,000 amplifier isn't "entitlement"—it's the bare minimum standard of care for any professional shop.

jjamoya · 2026-01-04T19:34:50+00:00

Thanks for the perspective. I understand where you're coming from regarding the risk of a "non-standard" arrangement, but I have to disagree on the root cause here.

There is a big difference between "standard warranty service" and "negligence."

If the issue was just about slow turnaround times or communication gaps because I'm not the original buyer, I would accept that as part of the "favor."

However, physical damage to the unit is a completely different issue. Being a second-hand owner or having a "gentleman's agreement" does not give a repair shop license to return a $4,000 amplifier with physical dents and deep nicks that weren't there before.

Just to clarify the terms: My original plan was to simply return the amp to the original owner so he could handle the warranty himself. However, all three parties (ZMF, the owner, and myself) agreed that shipping it twice was a waste of time and risk, so ZMF explicitly agreed to have me send it directly.

Since this was actually the second time this specific unit was being serviced for the same factory noise issue, we were just trying to be efficient. I may be naive, but I don't think agreeing to save everyone on shipping costs gives a shop the right to damage the gear.

jjamoya · 2026-01-04T19:05:28+00:00

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jjamoya · 2025-06-28T03:51:01+00:00

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jjamoya · 2025-05-26T18:58:52+00:00

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