2. misc-audio
  3. 129255-5063

Expectations for warranty repair timing

All,

I've had a piece of audio gear back with a manufacturer for repair for a month, and want to solicit feedback here on what constitutes an appropriate turnaround time for warranty repair.  This isn't stipulated in the warranty paperwork, and there doesn't appear to be any guidance on this from consumer advocacy organizations, so I'm turning to you all to make sure my expectations are in the right place.  

A month (or more, we'll see) doesn't feel like a reasonable wait time to me, and it doesn't help that my periodic requests for updates have been met with dismissiveness.  Regardless, I'd appreciate hearing from others who have had similar experiences. 

Thanks!
lousyreeds1

Showing 4 responses by lousyreeds1

lousyreeds1 OP
286 posts
 
Thanks.  This isn't extensive damage, but the manufacturer appears to be having trouble fixing the problem (though they've clearly been able to replicate it).  Question is, when should they offer a replacement unit or refund if they can't get it repaired?  

That month doesn't include shipping.  It's been back with the manufacturer for a full month.
lousyreeds1 OP
286 posts
 
Thanks, Photon46, that's helpful.  I don't mind waiting - I just want to make sure this is industry standard.  Sounds like maybe it is.  

Of course, an update once in a while would go a long way.
lousyreeds1 OP
286 posts
 
They tell me they're not sure yet why the problem is happening and won't rush it.  That's it.
lousyreeds1 OP
286 posts
 
This is a small but established company with a loyal following and lots of reviews online.  There's no dealer to fall back on - they sell direct.  If it were an issue of locating parts or something else specific that's delaying things, that's fine - I'd just like to know what's going on and what timeline I should expect.  As with many things, respectful communication is the key, and on that front I've been disappointed.
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