I recently purchased a McIntosh MC275 Mark VI tube amplifier from my favorite shop in NYC. Not exactly their equipment pinnacle in terms of power, but easily one of their hallmark/benchmark products which greatly contributes and perpetuates their quality reputation.
2-3 weeks into ownership - whammo! A blown tube. Not McIntosh's fault by any means and I never considered it so. I've owned other tube equipment before this, other McIntosh equipment before this, experiencing no problems of any sort.
My experience with their customer service was woefully inadequate considering that I had only weeks before purchased the new MAC6700 Receiver from the same shop.
But not only for that reason, for any reason for someone who purchases equipment of such highly regarded reputations.
In brief their communication was terse when they replied, then non existent. They still have not replied to 2 emails regarding the situation. I don't expect them to, either.
Were it not for the owner of the shop stepping in between us, the problem, a very simple problem, would still be unresolved.
I've spoken directly with people at Audio Research, Rogue Audio, Pass Labs, Thiel, and Magnepan about products I bought on the pre-owned market and they treated me like I helped build the stuff. Perhaps the customer service people at MC Labs were having a bad day the same day I was having mine.
Should we experience issues with equipment costing $10k or better in the first couple of years? I think not. And I think the shipping back and forth ought to be borne 100% by the manufacturer if the issue was production oriented and not user-induced.
