And that is one of the reasons that I would have named Focal . . they are the ones who can make a phone call and have a blue pair at your door, or at least stand behind their product. Good luck, and keep us posted here.
I bought Focal Stella Utopia Evo, but...
- Thread starter Jongsun
- Start date
The distributor here is quite a problematic place. They didn't deal with the defective product correctly as in my case. So many people were damaged. I will fight this distributor to the bitter end and Many audio people in my country are watching this case with interest and supporting me.
With the focal sitting on the sidelines like this, it is likely that there will be few purchases in my country in the future.
I will continue to post the progress afterwards.
Last edited:
Thank you.
I purchased the flagship model of focal, but I was so disappointed that it was this much post-processing.
I will never buy the focal again.
It's already been a year and a half since the lawsuit began.
In July, I was cleared by the prosecution About defamation and obstruction of business
However, as expected, the dealer appealed.
He's a great dealer who sells defective products and even sues consumers.
And It's amazing that Focal is just watching this situation.
I bought a flagship model of Focal, and it would be better to buy something from a small local store.
Focal said that blue color was out of stock in March last year, but at the end of March last year, blue color was imported from Dubai.
The dealer is refusing to refund the product, saying it will be exchanged at the trial.
I think it's probably not a new product.
The court instructed the expert to check the failure.
The delers claim the following confirmations:
1. Replace the amplifier cable and use the dc filter
2. Is it difficult to know if this product is broken?
3.Is the volume too high, harmful current from the amplifier, or external impact caused the fault, or is the third cause affected?
4. So what is the third cause?
5.Is this an initial defect and is this a significant defect?
The court expert said he couldn't do it because it was too hard.
I submitted an e-mail from Focal that acknowledged the defect and offered to exchange it as evidence.
The manufacturer acknowledged the defect and offered to exchange it
The dealer is still claiming that it is not defective or that I have broken it.
Since then, even if I send an e-mail to the person in charge of the focal, they only read and do not send any reply.
The contents of the email from focal are as follows.
-----Original Message-----
From: "*****"<***@focal.com>
To: "jongsun"
Cc:***"<*****@*****; "Service"<support.tech@focal.com>;
Sent: 2021-02-27 23:40:04)
Subject: Re: [SAV FOCAL] Focal After Sales Service High-fidelity loudspeakers
Dear Mr. Jongsun,
first of all, let me say sorry again on behalf of Focal for the technical problem and all inconvenience caused.
Concerning the stain on the base stand, this can come from transportation and it shall be easily
removed.
But you are right of course, it could be done during installation.
Thanks again for your love to Focal. If I understand well, you had did have a pair of Scala Utopia
before and now changed to Stella EVO?
Concerning the technical defect on the driver, please give us the chance to
summarise on Monday and make a proposal to you.
Because of the time difference between France and **** could then contact you on Tuesday.
In the meanwhile I can guarantee you again, that all the responsible
-----Original Message-----
From: "***"<***@focal.com>
To: "jongsun"
Cc:
Sent: 2021-03-01 14:11:48
Subject: Fwd: [SAV FOCAL] Focal After Sales Service High-fidelity loudspeakers
Dear Mr. Jongsun,
once again, thanks for your support to Focal.
Please allow us to review your case once our French office is opening later today.
On the questions for and about ****, I would like to discuss with **** owner. In the meanwhile
I would like to focus to do the necessary for your Stella EVO.
In case I understand you correctly, you would be willing to change the color to ’Noyer Naturel’ ?
This would be the lighter version of the two wooden finishes we are offering.
The reason asking is to check the availability without delay.
Commercially, of course ***** is in charge.
Thank you
-----Original Message-----
From: "***"<***@focal.com>
To: "jongsun
Cc:
Sent: 2021-03-01 17:14:47
Subject: Re: [SAV FOCAL] Focal After Sales Service High-fidelity loudspeakers
Dear Mr. Jongsun,
I am sorry for your deep frustration and we also understand that this
case started from the Stella EVO speakers obviously not working. As I mentioned
over the weekend, we want to take responsibility to the part we can influence.
That is why I asked before if you would keep the same color or prefer another
finish to exchange. In this moment, not all versions are available but of course
we would try to manage with the highest priority.
We still hope not to lose your support or trust in Focal Utopia products.
With best regards
In July, I was cleared by the prosecution About defamation and obstruction of business
However, as expected, the dealer appealed.
He's a great dealer who sells defective products and even sues consumers.
And It's amazing that Focal is just watching this situation.
I bought a flagship model of Focal, and it would be better to buy something from a small local store.
Focal said that blue color was out of stock in March last year, but at the end of March last year, blue color was imported from Dubai.
The dealer is refusing to refund the product, saying it will be exchanged at the trial.
I think it's probably not a new product.
The court instructed the expert to check the failure.
The delers claim the following confirmations:
1. Replace the amplifier cable and use the dc filter
2. Is it difficult to know if this product is broken?
3.Is the volume too high, harmful current from the amplifier, or external impact caused the fault, or is the third cause affected?
4. So what is the third cause?
5.Is this an initial defect and is this a significant defect?
The court expert said he couldn't do it because it was too hard.
I submitted an e-mail from Focal that acknowledged the defect and offered to exchange it as evidence.
The manufacturer acknowledged the defect and offered to exchange it
The dealer is still claiming that it is not defective or that I have broken it.
Since then, even if I send an e-mail to the person in charge of the focal, they only read and do not send any reply.
The contents of the email from focal are as follows.
-----Original Message-----
From: "*****"<***@focal.com>
To: "jongsun"
Cc:***"<*****@*****; "Service"<support.tech@focal.com>;
Sent: 2021-02-27 23:40:04)
Subject: Re: [SAV FOCAL] Focal After Sales Service High-fidelity loudspeakers
Dear Mr. Jongsun,
first of all, let me say sorry again on behalf of Focal for the technical problem and all inconvenience caused.
Concerning the stain on the base stand, this can come from transportation and it shall be easily
removed.
But you are right of course, it could be done during installation.
Thanks again for your love to Focal. If I understand well, you had did have a pair of Scala Utopia
before and now changed to Stella EVO?
Concerning the technical defect on the driver, please give us the chance to
summarise on Monday and make a proposal to you.
Because of the time difference between France and **** could then contact you on Tuesday.
In the meanwhile I can guarantee you again, that all the responsible
-----Original Message-----
From: "***"<***@focal.com>
To: "jongsun"
Cc:
Sent: 2021-03-01 14:11:48
Subject: Fwd: [SAV FOCAL] Focal After Sales Service High-fidelity loudspeakers
Dear Mr. Jongsun,
once again, thanks for your support to Focal.
Please allow us to review your case once our French office is opening later today.
On the questions for and about ****, I would like to discuss with **** owner. In the meanwhile
I would like to focus to do the necessary for your Stella EVO.
In case I understand you correctly, you would be willing to change the color to ’Noyer Naturel’ ?
This would be the lighter version of the two wooden finishes we are offering.
The reason asking is to check the availability without delay.
Commercially, of course ***** is in charge.
Thank you
-----Original Message-----
From: "***"<***@focal.com>
To: "jongsun
Cc:
Sent: 2021-03-01 17:14:47
Subject: Re: [SAV FOCAL] Focal After Sales Service High-fidelity loudspeakers
Dear Mr. Jongsun,
I am sorry for your deep frustration and we also understand that this
case started from the Stella EVO speakers obviously not working. As I mentioned
over the weekend, we want to take responsibility to the part we can influence.
That is why I asked before if you would keep the same color or prefer another
finish to exchange. In this moment, not all versions are available but of course
we would try to manage with the highest priority.
We still hope not to lose your support or trust in Focal Utopia products.
With best regards
Last edited:
I’m in the fourth year of a refund lawsuit for a defective Focal Stella Utopia.
The court conducted an inspection,
and while the cause of the issue wasn’t identified,
the result was determined to be a manufacturing defect.
Since the speaker does not produce sound,
it was judged to be a critical defect.
Until now, the importer has claimed that the malfunction
was due to issues with my amplifier.
What’s even more surprising is the soldering on the speaker binding posts,
which was discovered during the inspection process.
But this was not the cause of the malfunction.
I recommend checking the soldering on your Focal speakers as well.
Wow. Your saga is still not over? I’m still surprised the importer didn’t make the whole thing right for you. Instead of going the legal route. Which they’ll obviously eventually lose.
I just saw this thread. Must say that I am surprised and very sad for you. Close to four years ….
My best guess is that your loudspeakers had been used prior you got them. Maybe by the distributor / dealer himself or someone close to him. Or…. Who keeps loudspeakers on that price level stored, without being used, for a few years (3 years?)? Speculations.
I have Naim electronics. Naim is a part of the French Focal group. Two of my Naim boxes I bought directly from a dealer. Not his company but from him personally. Naim distributeurs or in same countries dealers, don’t know for Focal, have what I understood the possibility to buy stuff for personal use. Not sure of the frequency. Each second year or…. It was sold to me as second hand……
I am also surprised to see the lack of involvement from Focal. Another speculation. Could it be so that the loudspeakers were imported as new not from Focal France but from one of their dealeras.
Strange but an end customer as you should never be treated as you have. The arguments given by the dealer are very unprofessional.
I wish you good luck and that you get well compensated. Even for the last years price increases.
Gunnar
My best guess is that your loudspeakers had been used prior you got them. Maybe by the distributor / dealer himself or someone close to him. Or…. Who keeps loudspeakers on that price level stored, without being used, for a few years (3 years?)? Speculations.
I have Naim electronics. Naim is a part of the French Focal group. Two of my Naim boxes I bought directly from a dealer. Not his company but from him personally. Naim distributeurs or in same countries dealers, don’t know for Focal, have what I understood the possibility to buy stuff for personal use. Not sure of the frequency. Each second year or…. It was sold to me as second hand……
I am also surprised to see the lack of involvement from Focal. Another speculation. Could it be so that the loudspeakers were imported as new not from Focal France but from one of their dealeras.
Strange but an end customer as you should never be treated as you have. The arguments given by the dealer are very unprofessional.
I wish you good luck and that you get well compensated. Even for the last years price increases.
Gunnar
Yes, the trial is still ongoing. Neither the importer nor Focal has taken any action.
They also claim that the product is normal.
However, through this inspection, it has been revealed that the product has a significant manufacturing defect.
I hope many people become aware of this fact.
Yes, I also suspected that this was not a new product.
I clearly purchased a new product.
However, I have no evidence.
I requested the serial number history from Focal, but they did not provide it.
I even sent an email to the CEO of Focal, but I did not receive any response or action.
What an incredible company.
I hope many people become aware of this.
Thank you.
Are you saying they have a good reputation?
I don’t think so.
Look at this situation:
A customer purchased Focal’s flagship model but has been in a lawsuit for four years due to a severe manufacturing defect, and they have taken no action whatsoever.
This is their true nature.
At the beginning of this case, I filed a complaint with Focal.
They offered to exchange the product for a different color.
However, I didn’t like the color they suggested, so I requested a refund.
Since then, they have taken no further action.
Should I be forced to pay a large amount of money and accept a product in a color I don’t want?
Isn’t this the very definition of abuse of power?
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