WARNING: The sad truth about Cocktail Audio!

When reviewing the Cocktail Audio X45Pro multitool on Stjernholm Reviews, I conducted the listening test using the analog outputs only. However, when I later used the digital outputs on it during the review of the Technics SU-G700mk2 digital amplifier, I noticed something gritty, especially in very low parts of sensitive classical music. Unsure of what I was hearing, I conducted a full test, which revealed a low level, pulsating noise present only on the TOSLINK, COAX, and AES/EBU outputs. This issue should not even be possible on a high-end spec audiophile product.

Naturally, I reported this to Cocktail Audio and provided samples, videos, and comparison recordings to demonstrate the problem and determine if they could reproduce it. Everything indicated a faulty digital output board in my particular unit.

After a lengthy dialogue with Cocktail Audio, during which they attempted to "fix" it through software, I can conclude that it is, in fact, a design flaw on their part in the construction of the product. This flaw is not at all in line with their marketing, which promises the best and highest quality sound and specifications.

Once they realized there was no fix, they chose to go silent and did not respond to any of my attempts to obtain an official statement for the channel. There has been no further communication, no offer to replace the unit with something else, and they even ignored the distributor's inquiries.

To me, it's simply a €5,000 X45Pro that is useless for the purpose it was purchased for. However, for Cocktail Audio, it exposes a rather unpleasant company culture where they fail to stand behind their own products when problems arise.

They seem unaware that it's not the mistakes themselves that should define an innovative company. Mistakes are a part of learning. What truly defines a company is how they address and rectify those mistakes.

In that regard, Cocktail Audio have lost their cherry in the cocktail, - and that is all I have to say about that...
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Morten Stjernholm & Free ApS do:

AV Space: Independent AV therapy consulting, AV solutions advisor, installation project managing, AV journalism, consumer electronics beta testing & development feedback. (working in all of Europe and remote in other parts of the world)

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[dab]

I bought a Coctail Audio X50D in 2019, I opted for this model because it doesn't have an internal DAC, an element that evolves quite quickly. I've never had a single problem with this unit, it works very well, and I hope it lasts a long time. Too bad about the calamitous after-sales service, in your experience.

[Audiorevue]

It certainly possible you got a defective unit, a few years ago I bought a NAD 658 network streamer/ preamp. The first one I got had this weird thing where kind of like what you're saying there was extra noise on the digital side. For whatever reason when I would use any of the digital inputs there would be extra noise, now of course if I streamed or used the analog inputs there wasn't an issue but as soon as I used any of the digital like the noise floor was higher. Luckily NAD is a great company and I emailed them and then two days later they sent me a thing to mail it in and I shipped it off and then a few weeks later I got an email telling me that indeed they discovered the issue, and believe it or not it was a faulty issue with the dac chip inside the preamp

[ambcog]

Always looked at their stuff, and thought that it was too cheap for what you get. Too good to be true. And despite some positive reviews of their stuff. I don’t think they’ll ever get any money from me. And I am definitely their target audience. I own a handful of streamers, computers, and other gadgets I’ve tried in my digital setup.

And my favorite piece so far has been an 11th gen i3 Intel NUC, into a Schiit Audio BF2 (original one). It was a tad better with a cheap DDC, but that crapped out in me. If I ever upgrade again. It will be just the DAC. Having a Windows 10 computer connected into my 50” TV is perfect for myself. BTW the higher end piece I own is sitting on a shelf despite costing about twice what the NUC does. NUC is better, and miles ahead in versatility and usability (for me anyway).

Just thought I would share, say that I’m terribly sorry that this happened to you, and let you know that I’m in on anything you want to do to this company, like signing a petition vowing to boycott, or helping to spread the story somehow. Whatever! ✌️

[joso]

The Cocktail Audio design flaw story is shocking. Thanks a lot for bringing this to light. A really shameful behavior from a company selling supposedly high end audio products.

[richardgrant]

If you just rip CDs on it … into most likely FLAC files - and transfer them to another device for playing (although not using its full potential ) does it add noise?

[razisn]

Have you reproduced this also with other external dacs? If you haven't you should try that since the Technics is somewhat atypical (by design).