mark levinson service

I sent in my No. 37 CDT and they set the expectation up front that due to the move they would be 6-8 weeks for the repair. All of my calls were answered or returned. Although they were delayed in returning the unit due to internal paperwork issues, they performed the repair admirably. In summary, the repair took a while...but the communication was excellent.
This all took place at the end of 2003.

I had sent my trusted 31.5 transport to Madrigal in Sept. 2003. The unit was functioning at the time, but had an intermittent software glitch that would cause the transport lid to open on its own periodically. I had to wait until Feb. 04 to get the unit back. When I opened the box I was in disbelief to find the transport hold down strap was not attached to the unit but was in a separate plastic bag. When I opened my CD transport, there were loose parts inside, proving the unit was damaged during shipping. Madrigal was contacted and they do not believe they can repair my 31.5. They are in the process of setting me up with one of their used spare units ('B' stock) for an exchange. I have little confidence in the new company since a number of the former ML employees have left the company since the transition. I think ML is in big trouble, and for those of you who have cherished their equipment over the years, all we can do is hope and pray that we never need service.

These are scary threads as I have a lot of ML stuff: 2 37s, a 360, 360S, 380S, 331, 334, 336, and 434. I guess I may have to move to Bedford, Mass to ensure I can get in the repair line quickly and cheaply. Looks like I may have tospend a fortune in repairs, if needed. My two Proceed PMDTs may have to be used as door stops to my Audio/Video room, as hopes for repairs may soon be nonexistant.

This is a follow-up to the "ordeal" that took place a few months ago. (Please read above text) When I did send my amp in for repairs last in the summer of 2003, I had no clue that the company was going through a massive change and move and only after reading through tons of message boards do I realize now that things are drastically different at the company. Therefore, I can understand a bit about why it took 6 months for my amp to get back to me.
When I had to send the amp out again, things were quite a bit different. Lauren at tech support, personally helped me out and arranged for UPS to pick up my amp at no charge to me. My amp was on a priority list and whenever I called and placed an inquiry, they always had an answer for me this time. It was finally repaired after about 3 weeks, much better than a 6 month wait. I received it and it has been working better than ever. They even sent me an owner's manual to replace the one I had misplaced.
I also spoke with Jim at tech support and he fully answered my questions about the direction the company is taking. He stated that the reason service was backed up for a while was directly due to the move that took place and that they are aiming for a 2 week turnaround in repairs, hopefully in the near future. He also stated that the company is alive and well and will continue to grow with new and current products. Of course I was talking to an employee of the company and not some 3rd party person but, suffice to say, I do feel better about owning a Levinson product and am revising my claim of "never buying another Mark Levinson component ever again". So, fellow Levinson owner's, don't despair, I truly do think that things are still settling down at the company and that things will get much better in the future.

Peace,
Kevin

I think some of the readers are quite right, Mark levinson's people don.t answer the emails, I've sent lots of email about my MK>20.6 Amp. for repair but so far I haven't got any reply, may be they don't have complaint department due to overconfidence of their products.
God help them.