There’s an awful lot of generalization going on here, and not a lot of facts to work with. What product for example? We had a situation recently with an internationally respected speaker brand that was unable to supply parts for a speaker model still under warranty. We negotiated a trade up for the owner who was willing to pay for a better model he wanted, and received 100% refund on his unrepairable ones. If the manufacturer is having trouble sourcing parts for an obsolete model, maybe they should offer you a similar deal.
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!