2. amps-preamps
  3. 998576518

ARC Support

FWIW, I'll relate my recent experience with Audio Research Corp. I've been a customer of AR for some years, on and off, including the purchase of reference gear over the years. I recently have had to place most of my system up for sale due to personal reasons, and this included a pair of Reference 300 MKII amps purchased new in Dec 2000. I accepted an offer from a gentleman in France at a fair agreed upon price. He asked that I ship them to AR to have them swapped out to 220 for use in Europe, and have them shipped on to him. The cost of the service was not an issue. Anyway, without going into the agonizingly frustrating details, heres what happened in a nutshell: AR told me basically they wouldn't do it because it would mean the possibility of losing a NEW sale for them and their European distributor. They were/are seemingly more concerned with selling a new product, in Europe, than supporting a long time customer who purchased this product at a local US dealer at 10% off list price of 30K. I explained the guy wasn't going to buy new anyway, it was beyond his price point. Didn't seem to matter. My point isn't to engender debate between AR supporters and detractors. This is merely my experience, take it for what it's worth. I personally am incredulous, find this to be in poor form, and certainly am not inclined to patronize AR in the future.
mes

Showing 4 responses by jtinn

jtinn
1,124 posts
 
ARC has done very similar things to many of their customers. They screwed me as well on an upgrade. Leonard, their "voice", is the "beware of this company" red flag. He is quite inept and has the personality of a rock. While the products are ok, they have the worst customer service I have ever experienced. Dave, their sales manager misled me when I was interested in buying one of their products. I called him and asked him specifically if there was an upgrade for the REF2 in the works and he assured me there was not. Eighteen days after I recieved my brand new REF 2, the company announced the release of the REF2 MKII. Dave then told me I would have to pay the full upgrade price. After I made a big enough stink, he agreed to drop the price of the upgrade down by 50%, but the damage was already done for me. Every time I have dealt with them it has ended in misery for me. They never return calls and do not care about customers.

I recommend people not support this company, they will not support you.
jtinn
1,124 posts
 
Rosemke: Sorry to say you are one out of ten. I do not feel the mods, parts and service to be reasonable. When you deal with other companies, such as BAT or Aesthetix, the turnaround time on repairs or changes is lightning quick. With ARC, it may be months before a reapir is done and sent back. Those companies do not nickle and dime you... ARC does. ARC also appears to not care about anything but how to squeeze people for more money. Like clockwork, they release expensive "upgrades" just to milk the current customers until they get fed up and move to something else.

I am happy to hear that ARC finally has a happy customer - it is a miracle! I feel the company and the people who work there to be an absolute joke and an embarrassment to the rest of the industry.
jtinn
1,124 posts
 
It is nice to hear that there are a few happy souls that have dealt with ARC. How do many of you recent product owners find the support? They seem to support product that is no longer made better than the current production items. Maybe it is because current production items are warranteed and ARC has to eat the parts and labor versus out of production units that are in need of repair are paid for by the customer.

I am sorry that I seem so anti-ARC, but I am telling it like it is. Just too many bad experiences with them.
jtinn
1,124 posts
 
Frank: I appreciate the fine experiences you have had with ARC and am glad to see you have not been as poorly treated as Mes and I have. While Leonard may be following company policy, he, being the "front man" for ARC, should have a bit more tact and understanding as to the needs of customers. MES is a human being who is currently going through some unfortunate circumstances. Isn't there enough for him to worry about without having to deal with the petty politics of a company he gave $30,000 to just a short time ago?

Let's try and keep this in the right perspective, he bought brand new Ref 300 MKII monoblocks in mid-December. After listening to them for a short time, finds himself having to part with them, against his will, to take care of family matters. After not being able to find a buyer in the US willing to pay "fair market value" for them, finds a buyer from Europe who will buy them as long as the amps can be converted prior to shipment. ARC (Leonard and others) heard the reason for MES having to sell the amps and refused to help him, due to bullshit politics. Is this a company worth supporting?

BTW, Your suggestion of contacting Steve Huntley is a fine one that I think MES should persue as well.
More to discover