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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
brf
1,715 posts
 
Fine Sound Group, who owns ARC, Wadia, Sonus Faber, McIntosh and Sumiko also owns the Asian distributor Fine Sound Asia located in Hong Kong. You are effectively dealing with the owners of ARC.

Have your dealer demand a replacement amp be provided and let ARC deal with their problem on their timetable. Hong Kong surely understands the luxury market and I am very surprised by the level of the service offered on a $25,000 amp.
philb7777
401 posts
 
I agree. Just tell the dealer to replace the amp. Keep the loaners until the other new ARC 250 comes in. Sucks to have another 2-3 week wait for the new amp, but it's the best option. This really sounds more like a dealer behavior problem than an ARC one.
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.
brf
1,715 posts
 
Why only one amp? How do you know that the replacement amp is from the same production run? Having a pair of mono amps that do not have consecutive serial numbers may devalue resale.
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.
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