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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
drkingfish
79 posts
 

I wrote a while ago about my experience with Carver. Briefly on a Sunday I had a problem, I emailed them, Bob called me at 730 pm est that day and worked with me about 1/2 hr, we couldn’t fix the problem. Shipped it on Monday and received it back with tech notes the following Monday. Carver pays to back ship,(no 2 way shipping for the customer) under warr so no charge and perfectly fixed. Do business with USA companies that’s all I can say. Some like me love Carver, some don’t but you can’t beat their follow up when you buy one of their products. Mine is a Crimson 350 btw..  OP it might have been better even under warr for you get the tech 2 hrs away and pay for his bench time.  Small problem pay for it yourself, huge problem maybe not but manufactures out of country that don't have US service centers can be a problem as you've seen.  Sorry for your amp problems.

rick_n's avatar
rick_n
207 posts
 

OP - why not share what brand of amp in your post???  Might get better advise.  

bazb OP
24 posts
 

Many thanks for replies and words of wisdom. I can't figure out how to quote another poster but I think I'll be patient and hang on for now.

I apologize again for not naming the manufacturer but I can't be certain the delay is down to them - something beyond their control could be holding things up and although I know the Amp was shipped, I do not know when it arrived at their factory!.

To be fair to the manufacturer, the dealer told me they wanted the Amp back because the fault I reported was completely unique, and was  something they had never encountered before. He told me they wanted to examine the unit themselves in order to diagnose the exact cause of the fault. He also told me the distributor had said that faults with this manufacturers products were 'practically unheard of!' and that everyone associated with it was 'completely baffled.

 

 

freightdac
6 posts
 

OT, my streamer has been out of service for three months. I am told there’s an refund if its not fixed by early this week. waited until mid/end of the week - I sent two emails, waiting game again.. sheesh

pickindoug
55 posts
 

Back in the mid-late 80s, it took Marantz over 2 months to fix a CD transport under warranty.  The dealer wouldn't even give me a loaner while my 3 month old CDP was in the shop.  Makes it hard to justify the depreciation hit if warranty work isn't swift and painless.  OTOH, Schiit turned around two DACs that had developed issues inside of 14 days including transit time.  That's the way it should be done.

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