There’s distributors out there that seem to protect the manufacturers like it’s some sort of job security thing. Dealers aren’t allowed to contact the company directly. Distributors attitude is if you want this fantastic product you have to wait, we’re not going to tell you anything about lead times on manufacture or repairs. I wish dealers had the ability or power to just drop these awful companies but it’s the way they make money and there’s always customers to buy this stuff even with the horrendous customer service. I feel bad for the dealers as it’s rock/hard place. To answer your question, anywhere between 4 and 26 weeks would be totally normal. Take the dealer up on the loaner. When the equipment comes back, sell it, tell the dealer you’ve sold it and tell the dealer to tell the distributor. Most likely nothing will change but if enough people stop buying from companies that don’t give a crap about them maybe, and that’s a hard maybe, things will change.
Amp Warranty Repair - What's an acceptable timescale for turnaround?
Hi
My amplifier failed at the end of January of this year. I contacted the retailer who advised me it was still under warranty and he undertook to contact the distributor. At this stage I assumed that its repair would entail a trip to a highly regarded technician whose workshop is a 2 hour drive from my home!
The dealer got back to me and said that he had spoken with the distributor who said that the amp could not be repaired locally and would have to be returned to the manufacturer.
I left the Amp with the dealer on the 1st February 23. As returning it to the manufacturer required an overseas journey I did not expect the turnaround to be a quick one!
I last spoke with the dealer on 30th March. He said he was trying to chase things up with the distributer but did not know anything else about the Amp as they had not updated him about it.
The conversation ended with me asking him to try and contact the distributer for an update and to see if he could get an approximate date for its return to me! The Dealer said he would try, and to be fair to him he has, on 2 occasions, offered to loan me an amp, He also said he felt awkward as he didn't know what to tell me, and added that he had to go via the distributer as he could not contact the manufacturer himself (politics I guess!).
Now I don't expect miracles, but am I unreasonable in thinking that this lack of communication from the distributer is an example of appallingly poor customer services! I would also add that they have my details as the product was registered with them!
Any thoughts would be welcome as I am not sure what the best way forwards is!