Moon Audio — Local services in Cary

These people will never see another dime from me (or any of my audiophile friends) – here’s why:

A couple of years ago I purchased a set of headphone cables from them, from their “vaunted” (yeah, right – more on that below) Silver Dragon Series.

A few weeks back, the right-side of the Silver Dragon connector stopped functioning properly.

I contacted the seller via email about the problem.

The seller took several days to reply (in this day and age, never a good sign…).

When the seller finally did respond, it was an attempt on their part to get ME to try to fix what they thought the problem was (again, never a good sign when a manufacturer doesn’t immediately stand behind their product); their explanation was somewhat convoluted and involved (they were kind enough to include a picture), requiring needle-nose pliers, etc.

Try as I might, following their suggested procedure, I was not successful in remedying the problem.

After some back-and-forth, the seller said to send the faulty cable back to them for repair, which I promptly did.

One week went by without any word from the seller, either to acknowledge receipt of the cable, nor to provide an anticipated timeline for diagnosis/repair of the problem.

More than two weeks after sending back the faulty cable, the seller finally responded, now saying that the problem was essentially UNFIXABLE.

The seller then explained that their cables only come with a ONE-YEAR warranty; when purchasing the cables, there was NO MENTION WHATSOEVER regarding their warranty policy; entering the word “warranty” on their web site fails to bring up any relevant information about their warranty policy.

Having informed me of their warranty policy, the seller then offered to SELL me a replacement cable, at a 50% discount.

Appalled at the grossness of their “money grab” – to say nothing about their unwillingness to stand behind their product [contrast this with, for example, the LIFETIME warranty that manufacturers like Cardas provides for all of their excellent cable products] – I informed the seller that they could keep the now useless cable they had sold...

Absolutely Horrible Customer Service. I purchased a Naim Uniti Core Music Server from Moon Audio on 11/4/2022. My Uniti Core started resetting about 6 weeks ago. Contacted Moon Audio on 12/11. Process according to Naim Website is to bring Unit to dealer for diagnosis and they will forward to Naim. Moon Audio sent me back to Naim and said that was wrong. Worked with Naim UK for 5 days of troubleshooting only to determine what i already knew, my Unit needs to be repaired.

Naim tech support referred me back to Moon Audio who once again refused to take my equipment and instead provided me with three new forms of contact for Naim USA.

A website URL that brings you to a rabbit hole that only allows you to open an account. You cannot open a repair ticket.

A phone number that only allows you to leave a message. I started leaving messages on 12/18 and have yet to get a response from anyone.

An email address that only kicks back an automated email. Within that email is the same website URL mentioned above that brings you to the Rabbit Hole.

Now it has come to my attention that Naim has closed down their entire Global Operations from 12/22 to 1/2 for the Holidays.

Moon Audio just keeps sending me the above information no matter how many times i tell them that none of it helps. They did however reply to my email today just as they left for long weekend to tell me that both them and Naim are unreachable until next week. They did include the same 800 number that is not being monitored in the email as a contact number even though i have told them multiple times that i have been calling it since 12/18.

Hopefully you have read this before you bought anything from Moon Audio, Cary...

Edit 6/30/20: Lies, lies, and more lies. They don't respond to you until you write a review about their LACK of response on Google. I even had to contact them on Facebook and Instagram to get a response and they gave me nothing. I know the policy. They didn't want to uphold a policy that they abide by. They stole $150 from me just hoping I'd go away. They never answered their phone after repeated calls and voicemails. If you wanna shop with them just make sure you never return anything to them. Better yet just go to Audio Advice.

I returned some Audeze headphones without realizing there was a restock fee. Moon Audio took $150 of my money, during Covid times, which greatly hurt me. It was partly my own fault (they do state this on their website)--I called to see if I could do an exchange and no answer after repeated calls. I emailed them repeatedly, no answer. I messaged them on Facebook and Instagram. No answer whatsoever. If you have any kind of an issue with them they seem to just ignore you until you go away. They do state on their website you can use in-store credit as part of your "restock fee". But I couldn't even get the chance to do that because they ghosted me after trying and trying and trying to contact them until finally giving up. I'll shop at Audio Advice now, another North Carolina company, and a much better one. Their customer service is amazing and they don't charge restock fees. Honestly, Moon Audio, you guys are the worst. I thought I was doing them a favor by shopping local and supporting a smaller business. Avoid these guys at all cost. That's $150 of hard earned money I lost to a crooked company...