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Mark Levinson/Revel Support is tops

Mark Levinson/Revel support and service at Harman Specialty Group provide some of the best product support I've found. I'm writing to let you know that you can get help with Levinson equipment quite easily.

HSG has a group of audiophiles/engineers devoted to providing service for Levinson electronics and Revel speakers, revamping the current lines, and develping new products that maintain and enhance the Levinson/Revel name. Jamie Cohen is head of service there and is one of the most helpful,informative audio-engineers/audiophiles you could ever hope to meet or talk with. If he can't answer your question he'll find someone who can.
If you have a problem start by contacting Richard below you'll get your problem solved.
Contact:
Richard Krehmeyer
Senior Technical Support Representative
Customer Support Technical Services
Harman Specialty Group
781 280 0300
csupport@harmanspecialtygroup.com

Concerning Revel, call the above number, and ask to talk with Revel service. There is a good chance you might even talk with Kevin Voecks the designer or the Revel line. He can give lots of help hints on getting the most from your system.

I know there were some concerns during the transition of the company as things were sorted out, but I would not hesitate to buy Mark Levinson equipment today either new or aftermarket on Audiogon.
128x128sgr
japu
1 posts
 
I have to side here with Tidybear. Although I'm indeed happy Levinson 390S cd-player, 334 power amp and Revel Studio owner, the hell I went through when upgrading from 39 cd-player to 390S was beyond anything I have experienced. The service for 390S recently took 2 months as well. The point here is that as ML operates through distributors and dealers outside the US, we non-Americans are subjected to whatever a local distributor/dealer throws to our direction - and here in Benelux in not great.

JaPu
http://he-japu.blogspot.com/
sgr's avatar
sgr OP
689 posts
 
No I don't work for Mark Levinson or HSG or any audio company. I'm a teacher with a severe audio addiction. I also went through some very frustrating times during the transition and at several points contemplated selling all my gear. I do see where this endorsment could seem like an ad, but I've read many negative comments about their service, (deserved during the transition) but I believe it has vastly improved and wanted to let other concerned buyers/owners know. If I was issuing a grade for the company in the last say 4 years, I would rate them this way:
Madrigal = A
Transition= F Failure A complete meltdown
HSG Today = B- and really trying based on comments I've read on the web and my experiences. However I believe that there service department.
It would be interesting to hear from people with other experiences.
In fact maybe a grading system for all companies as for as service and reliablity would be a great asset to Audiogon members and help clue in audio companies that could use some feedback.
I just wanted to give credit where credit was due.
It does sound like they need to look at service outside the U.S. though. I wonder if the service is the same throughout Europe.
Thanks for reading.
Sgr
tonyptony
617 posts
 
Has HSG eliminated their $1000 up front cost for any work on older products (like my Proceed)? I wanted to send in my PDT3 for a check of the laser assembly and to determine if it needs to be replaced, and they said it would cost $1000 just to look at an older peice of gear like this - REGARDLESS of whether the laser assembly would have to be replaced. Any replacement part(s) would cost money on top of that!

That doesn't sound like great customer service to me.
sgr's avatar
sgr OP
689 posts
 
My understanding is that ML gets your ok for the maximum it would cost to repair your piece of electronics. The $1000. is the most you would pay if the product was totally rebuilt. From what I understand, in most cases one would be charged some fraction of this amount for beyond warranty repairs. (I too have concerns about this and have talked with service at Levinson.) I also have heard that ML has reduced the orginal prices they were quoting when this new policy was first implemented, but I've not seen this data. I would contact them again about your gear.

I recommend that owners of ML equipment unhappy with this policy e-mail or call and talk with them about these issues. That way you'll get the truth and resolution to your problems.

Sgr
tonyptony
617 posts
 
"The $1000. is the most you would pay if the product was totally rebuilt."

Sgr, I don't doubt what you're telling me, but at the time I spoke with them this is not what they said. I had to ask them to explain it to me three times because I could not believe what I was hearing. Perhaps I was speaking with someone who did not clearly understand the new policy; this was just after HSG took over. I'll try giving them a call back.
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