Krell Service

If your preamp is disconnected, does it make the sound? If no, it could be your preamp. It's extremely rare for both amps to fail at the same time.

I have had great experience with Krell service. Fast, informative, precise, knowledgeable, fair. First class in every way.

I've had a Kav 500i in for repair since August 25th. I received an estimate of 4-6 weeks, and then another two weeks tacked on after I followed up. After twelve weeks and two ignored emails, I finally sent an email pleading for an update (I CC'd every addy I could find on the Krell site). Finally got a response that the unit was "on the bench" and they'd get back to me this week.

Still nothing.

Frankly, the time is not the core issue. My request would be this: I would like periodic updates and more realistic estimates. If you make an estimate and then blow it by 200-300%, that's just bad customer service. If you do that and don't communicate that to the customer, it goes a step beyond "bad".

The service guys at Krell are top notch, and I have a healthy respect for them. But their system is seriously broken and needs to be fixed. Currently, I own four Krell pieces; this experience has me seriously reconsidering the composition of my system.

I've had two experiences with Krell service and both have been positive. The first was when I bought a 400xi integrated. Living overseas I asked them to unlock 50Hz and 60Hz and they did it for free before sending my amp to the dealer (SBS, NYC).

My second experience was when my DVD Standard started skipping on DVD's. I bought it used, out of warrany. I inquired about the HDMI upgrade and they said they would change the DVD transport as part of the HDMI upgrade free of charge so I went for it. Sure enough, the unit came back in a new box, with a new transport, and HDMI upgrade. I think it took like 3 weeks for the work to be done.