2. amps-preamps
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Manufacturer Repairs? What is a reasonable time?

I sent a solid state amp back to the manufacturer in the USA on March 16 for a minor repair - one channel input not working - despite 4 phone calls and 4 e-mails - he hasn't even started the repair. Doesn't respond to emails but does answer the phone and says he is busy and is alone. I Will not identify him yet, since I'm not sure what the "norm" is, since I have always been thoroughly spoiled by Bel Canto, Atmasphere, CJ, AR, acoustic Zen, Cambridge, EAR, who respond immediately and usually have my unit back in 2 weeks. So when do I start to play "ugly", realizing that the economy is bad and manufacturers may be struggling?
springbok10
springbok10 OP
711 posts
 
Varied opinions, which is what I expected, hence the secrecy regarding the identity of the manufacturer. Sure, I dont know how minor the repair, nor does he, since he hasnt looked at it yet. Ignoring e-mails is also annoying, but he does pick up the phone to tell me that he is too busy to do the repair and will be done in "a few weeks" (since March). I give him the benefit of the doubt, but if I dont at least get a date from him, then I will do what I have to do - believe you me, it's not my intention to put anybody out of business, but fair is fair. All I asked for was a firm date or estimate, not endless procrastination.
mapman's avatar
mapman
21,865 posts
 
I think its fair to allow a vendor to revise their initial time estimate once or twice, but more than that would be a red flag for me. Generally, three strikes your out is a pretty decent rule....

To some vendors, good customer service is a cornerstone of their brand and business model. Others, perhaps not so much. Some might operate under the assumption that the customer is locked into them as the only qualified service option and has no recourse other than to do things on their terms. It all depends....
gunbei
2,327 posts
 
I say it's time to get a rope.

Or as Slappy would suggest, "an old board with a rusty nail in it".
unsound
7,314 posts
 
This is nonsense, would you be so patient if your car needed repairs? Doesn't this manufacturer realize that the rest of the money spent on your system might be in limbo too?
The couple of times I needed work done for me by Thiel over the past couple of decades, took no more than a couple of days. That's how it should be.
zd542
5,339 posts
 
I really don't know what the problem is here, but something doesn't sound right about this whole situation. Maybe the business is in some type of trouble. Its possible they may not have the resources available (parts, labour or both), to fix the amp. If it were me, I would do whatever I had to do to just get the amp back. I would rather pay someone else to fix it rather than watch the manufacturer close down, or something, and loose the whole thing.
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