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Service from Audio Research

I recently brought a pair of ARC Reference 250 from a authorized dealer in Hong Kong. After one week, I noticed one of the mono blocks has problem turning on once it was switched off. It took at least a few hours, sometimes overnight before it can be turn on again.

The amp has been returned to the dealer for more one week and they have no idea what goes wrong. I tried to email to service@audioresearch.com asking for help. They don't even bother to reply. This is very disappointing and bad after sale service.

I wonder if any member has similar experience with ARC?
tli

Showing 11 responses by tli

tli OP
52 posts
 
The dealer has sent me a pair of Mark Levinson 436 to use at the moment, but they are nothing like the ARC Ref 250.

I shall call them again tomorrow to demand a proper resolution within this week.
tli OP
52 posts
 
I got a reply from Kalvin Dahl yesterday. He said he was so busy sometimes that he could not reply all emails. Fair enough.

He said he will try to help with the repair through the Hong Kong distributor. Let's wait and see.
tli OP
52 posts
 
I finally got an initial response from the service department of the Hong Kong distributor. They said they have tested the amp in their workshop for a few days, switching it on and off several times a day but failed to detect any abnormality.

Apparently this "cannot turn on again" problem does not happen all the time. I have actually taken a video of the problem last time when it happened in my home and sent it to them. So it is now stuck. I shall give them a few more days and demand a replacement or a refund.
tli OP
52 posts
 
I have upload a video on youtube showing the problem. Members are welcomed to have a look and share your comments.

https://www.youtube.com/watch?v=NKPCbXbI5Hs&feature=youtu.be

Title on youtube: Audio Research Reference 250 cannot be turned on again
tli OP
52 posts
 
When I try to turn on the amp after it is switched off, both the power light and meter light are on. After one second, the meter light is off and nothing happens. The amp is dead, all the tubes are not litted and of course no music from it.

When I press the power switch again, the power light is off. It will cycle on and off like that for hours before it can finally be on normally. I like the sound from it but it is very frustrating.
tli OP
52 posts
 
No 12V on/off is used in my system and my speakers are passive. Only one of the two mono blocks is having problem.

I think the problem is due to a faulty thermal sensor which is too sensitive to shut down amp and only reset itself after it is completely cooled.
tli OP
52 posts
 
Another two days have gone and still no news for my ARC Ref 250. I don't mind waiting but at least they should give me an account on what is going on. I emailed Kalvin and there is no reply.

It is very bad to take away a new amp from user for two weeks and nothing happens.

I was a loyal ARC user and fans. My first hi end pre amp was ARC LS1 25 years ago and I am now using the 40th Anni Ref. This experience is going to turn me away from ARC.

Kind of sad.
tli OP
52 posts
 
They have tested the amp for many days now and still hold the opinion that there is nothing wrong with the amp. I have told them to return the amp if they think it is good but they don't.

After much negotiation, the dealer has agreed to replace one amp and said it will be delivered in the next two days.

Let's wait and see.
tli OP
52 posts
 
Good point. I shall bring this up again with my dealer. The whole thing has spin out of proportion.

What suppose to be an enjoyable purchase has turned into a real headache. Thanks to ARC.

Happy listening.
tli OP
52 posts
 
The dealer has replaced both amps today. They are now running nice and sound. Glad that this has finally settled for now.
tli OP
52 posts
 
True. ARC is really trying to help. It is the local distributor that is very slow in solving problem and not communicating with their client.
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