2. amps-preamps
  3. 183642-18973

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!

 

 

 

bazb

Showing 1 response by kingbr

kingbr
270 posts
 

Mine was not a warranty repair, it was actually elective surgery I sent her in for😁. I have a Simaudio Titan 5 channel amp that is 20 years old. I bought her used a few years ago. Though she was super clean and sounded every bit as good as I had always dreamed, it was a 20 year old amp. I contacted Sim HQ in Canada and though the rep stated they "overbuild" their amps and that "every single Titan is still out in the field" it would be a good idea to send it to them for cleaning and calibrating. This was at the very height of Covid when literally everything was shut down and you couldn't even get in to Canada. The rep told me about 4-6 weeks. It ended up being a little over 8 weeks. But again this was at the very height of Covid so to be expected it would take longer I guess...And mine was elective as I said.

Your situation is different, and yes this is bad communication/service. BUT take him up on the loaner! I ended up buying a Monolith 5 channel ($1299 at the time so I figured why not?) to fill in. Though this amp was nowhere near the class of the Titan, it did get me through. The silver lining for me was as soon as I got the Titan back and connected her I was truly truly awestruck! I think a lot had to do with it really hit home how different amps can sound and what an affect a higher end piece of gear can have on your system. Made me appreciate the Sim all the more...

I ended up returning the Monolith and got a full refund!

Best of luck my friend...

 

 

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