Basis Audio - Exhorbitant servicing evaluation cost

What are they thinking, you could rebuild those tables and then some for that Evaluation cost. I'd pass on it seems they are drinking their own cool aid. 

I would not expect to spend more than a couple hour’s tech labor to assess any issue. These prices are like you said pricing them out of the market

I went to that page on their website, and there's a pretty extensive list of reasons, below those prices, why he is discouraging any business with used turntables. The turntable policy IS the service policy. 

https://www.basisaudio.com/turntable-policy/

Yes many reasons on their website and I'm sure they are valid from a business standpoint. But as a comparative example, SOTA undoubtedly has the same problem having been around a long time. but they've always been amazing with discussions and service and helping customers to understand how to potentially do repairs in the field to save time and money and trouble on both sides.  In fact they've now created tutorials and things for that. This approach seems like a much more helpful way to deal with the business problem. 

And I have no problem with Basis charging going ratss for their time but it just seems like they've set the prices high enough where they know most customers won't come to them for service. As Glennewdick notes above, can it really take a qualified Basis tech more than a few hours to see what's wrong with a table?. And what alternative is there for reliable service on these wonderful products?

I give Basis credit for being so transparent with its pricing for servicing used equipment. Yes, the pricing seems high, but they’ve obviously seen some nightmares with used products.

I note that this is the policy for used tables. Presumably, if you buy new from a dealer, the dealer and Basis will assist with whatever service might be needed and this policy wouldn’t apply. After all, there’d be no question as to its provenance or history. I’m sure your dealer could confirm that.  

How about some first hand experience from a Basis owner who had extensive interaction with the company last year?

I purchased a modest Basis 2000 turntable and it had an arm board cutout that did not seem to be dimensionally correct for most of the tonearms that I was familiar with. I emailed the company, asking for guidance. This was at 8PM on a Sunday Pacific time, which is 11PM at Basis HQ in New Hampshire. I was hoping to have response from one of their folks the next day, Monday.

At 8:30PM that same evening, I had a return email from the owner of the company, Jolanta Conti. She said she was not familiar with the cutout but that their Chief Engineer, Alex Bourque, would contact me the next day.

And sure enough, on Monday morning the gentleman was in touch explaining that the cutout was a Graham special cut. He also offered to have a new arm board fabricated for a different cut out. As it turned out I have a relationship with a local plastics company and specced the arm board and had it fabricated myself.

Follow up calls to Ms. Conti, and Mr. Bourque were always promptly, and completely, answered. Ms. Conti also sent me a new gasket for my Basis clamp gratis. A small gesture, perhaps, but one that was completely appreciated.

Value in high end audio is certainly a moving target. And the prices charged by many specialist audio manufacturers are eye watering. But I have been thoroughly impressed by the service I have received from Basis, and to me this plays into the value equation. I will be a Basis customer for life. YMMV.

Abot two months ago, I made an email inquiry on maintenance and got a very prompt and thorough reply.  I ended up buying a new belt and oil for the main bearing.  These things were very high priced, but this is sort of in keeping with the price of their tables.

it sounds like the service at basis is great. I wish I understood why they feel I have to charge so much just to diagnose a problem. 

And again I've heard nothing but great things about basis. I didn't mean to start a complaints session on them! 

appreciate the thoughts

The service is great at Basis, as I use one of their TT's and it is a set and forget piece of gear. I needed a new belt after 12+ years of use. And that was really the only part I could think of that needed change. 

My gut feeling tells me that people try and tweak the TT, and they then have to spend so much time rectifying the unit back to what it's like when it leaves the factory new.

So if I was in your shoes, I would ask the seller if they ever changed anything on the Debut. As it is a fabulous TT. And then if you felt you need more damping silicone, por a new belt you could then reach out to Jolanta Conti or Alex. 

Good luck. 

It sounded like Basis should rewrite their policies to be more friendly. But then I checked at what the price of a new Basis Inspiration would be if you could buy one... it said, $35K... if that is right? If so, then $3.5K is not unreasonable... 10% the initial price... especially if the inspection cost is applied to refurbishing. 

Fleece the rich is the game here. Basis would rather have you buy a new turntable. I doubt it would take hours to find and repair a problem. These are not Italian sportscars!

Add another $500 plus for shipping to and from. 

Yeah. why not just $150/hour for diagnosis? Not saying they shouldn't make money.  

I also have had fairly recent excellent interactions w/ Ms Conti & Alex Bourque regarding my 22 year old model 2500 w/ Vector arm which, btw, had worked flawlessly & still sounds excellent!  I finally needed  a new belt & had questions regarding installing & aligning a new cartridge & Alex was very helpful & a pleasure to work with.  
 

This is why I like to buy equipment from high quality audio manufacturers that stand behind their products & are there to help when needed. Basis turntables are very expensive but long term worth the investment imo. AJ Conti was a brilliant engineer & pursuer of excellence whose legacy lives on. 

Another Basis owner. I had my 2001 for well over 10 years and I sent the platter, motor, bearing and belt to check the speed calibration, for which they charged me $180, which I thought very reasonable. I also had the bearing checked and serviced, which was $250 and now I’m probably good for another 10 years. They turned it around in a week. Great products and excellent service. I do think the prices for new tables have gone up significantly. My Vector 4 was about $4500 when I bought it and now it’s over 8k I believe. But I think other good arms like Triplanar have gone up significantly as well. 

Maybe the turntable policy gives the wrong impression that anytime one sends a turntable in to basis they get charged that fee. From the stories above it sounds like that doesn't happen? I just don't understand under what circumstances the fee applies.

they didn't respond to my email but maybe I should just call them, since the these don't seem to apply every time you send it turntable in.

^ If you call, have your serial numbers available. I had a phone conversation with Jolanta and then an engineer concerning technical aspects of a 2001 I purchased used. They were courteous and concise. I believe Basis has a good dealer network that can handle most issues however. These tables really are set it and forget it. Just occasional maintenance items like belts and fluids which can be dealt with through the dealers. I'm in Texas and use Galen Carol Audio.

“they didn’t respond to my email”
@montaldo 

Four to Five folks respond with positive feedback, does that enough to inspire your confidence and invest in their product especially if they have not bothered to reply. I am not trying to discourage you but to me, that’s a red flag. I wouldn’t buy a used TT without dealer or manufacturer support and full health check before you take possession. My .02cents. 
 

Montaldo I feel like you are lock in on Basis tt? Otherwise so many great tt out there nowadays.

I have always gravitated to vacuum tables, having owned SOTA tables. So the debut vacuum seems like a holy Grail :). The truth is I don't know a lot about many other table brands. I have friends that have owned many from VPI and others. 

If I could confirm that basis doesn't charge that fee every time you send a table to them for any repair, that would help.

but I'm also happy to receive recommendations for other great tables. My listening preferences are very much tuned to musicality, dynamics, rich mid-range, and meaty sound. I try to avoid components that have a dead "neutral" or highly "detailed" reputation, sonically. 

A Working At 666 will allow a wide range of TT's to be a Vacuum Interface with the Vinyl LP. 

The At 666 also has an At 665 sibling if different material is wanted as the interface. 

Both AT's offer the addition option of selecting a material to be used beteem them and the Platter.

What's not to like, a prudent search can acquire both AT's for apprx' $350

@OP - the solution it to buy your used turntable from a dealer who will sell it fully serviced. Having gone through the Debut's owners manual, I can see a number of areas where the turntable could be damaged by faulty disassembly/packing or in during the original installation if it was done by someone incompetent. So I'm not surprised that Basis charges high fees for service.

not to perpetuate this thread, but I'm not complaining about the cost of service. I just don't understand how they can charge $3,500 just to figure out what's wrong with the table? it's not clear but it seems the service for the table would not be in addition of that. 

Ms. Conti and Mr. Bourque responded quickly and never complained when I sent my turntable that needed "tuning/cleanup" to them with missing screws/spilled silicone, etc.

Great people. If I paid anything besides shipping, I don't remember. If anything, it was a small charge. I've used several Basis TT. The 2800, 2200 and Bravo haven't needed any other work, except for my mistakes with the first one.

They understood I was learning how to do everything myself and treated me with respect. We all have learning curves.