kren0006: The Reference 6 I purchased hadn't even been manufactured. I had to wait several weeks. The 6E came just a few weeks later. It would have cost ARC nothing and would have rewarded a loyal customer who has spent close to $100,000 on ARC gear over the last 27 years.
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I am done with Audio Research. I have seen a HUGE decline in customer service and how it treats people. Fortunately, there are still some great ones, like Pass, Vandersteen and a few others, but how disappointing to see this transformation. |
This has nothing to do with being happy with the sound. It has to do with honesty, ethics, integrity and treating customers right. Especially those of nearly 30 years and those who specifically asked if a new product was imminent. And it's even more important when we're talking about products that cost $15,000.
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I'd prefer a new 6SE, but I'd be OK with upgrading mine, depending on the cost of each. I'd be happy to pay the difference ($2k) for a new one, but I think there should be no charge for an upgrade. Sound reasonable?
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Honesty. I specifically asked.
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Had I purchased a used Reference 6 this wouldn't be an issue. Yesterday I sent the dealer, Stereo Exchange (Dave Wasserman), an email asking whether I'd be given any consideration for an upgrade. I'll keep you posted, but I'm certainly not banking on it happening. Even so, on the used market an upgraded unit doesn't have the value of an original. That's the first question every potential buyer asks. Anyone care to make a guess about the outcome?
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ARC wasn't sitting on inventory. That would perhaps make its behavior marginally understandable. Dave Gordon and Wasserman could have simply said the 6SE was coming out in two months and I could have suffered with my LS28 for another few weeks. Or I could have gone ahead with a purchase of the Reference 6 and have saved the $2k, but it would have been an enlightened decision.
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Comparing Audio Research (McIntosh Group), which is not a "tech company," to gigantic Apple (mass-marketed phones and computers) isn't really relevant. With computers, they're outdated in 18 months or so. Everyone knows that. ARC deals in a niche market. Anyway, I'm not counting on anything good coming of this. I'll be amazed if Dave Wasserman of Stereo Exchange even responds, but I'll let you know if he does. Thanks, everyone. |
Those may be valid observations, but I wonder how many parts in the 6SE are truly unique. I doubt, for example, that it has a whole new circuit board. If it were truly revolutionary, it would be called the Reference 7. Also, knowing at least six months ahead that the 6SE would be in production now, I doubt ARC had tons of useless parts in inventory.
My frustration with ARC is greater because of a current negative experience with my barely 3-year-old REF75SE and having to pay $10 apiece for four LEDs -- which are nothing special and cost ARC pennies -- with less than 100 hours of use plus $9 shipping when the actual shipping cost was $3.74 USPS. One LED burned out despite the fact I hardly ever have the meter lights turned on. The first REF75SE arrived from the factory in late summer 2016 with none of the LEDs working, so there seems to be an issue.
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I've been a fan of the ARC sound since 1992; however, I've also owned high-end equipment from Pass, Levinson, Rowland, Wadia, Classe, etc. I think the new ARC stuff is the best-sounding yet, but customer service and appreciation is at an all-time low, so that's what is so sad. All the great people of the past are gone and indifference is a generous way to put treatment of customers (at least me) now. I've asked Wasserman of Stereo Exchange about working out some kind of consideration but I continue to be ignored. |
Thank you, tomic601. Wasserman at Stereo Exchange got back to me and is going to ask ARC about working something out. He made no promises, but we'll see.
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Good news. My dealer, Dave Wasserman of Stereo Exchange, informed me today that Audio Research will work with me on upgrading my Reference 6. The price is fair, so I thank them both.
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