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My Audio Research experience

To all you goners out there, here is my experience with Audio Research.

Approximately four years ago I purchased an AR Reference 75 power amp.  It was on special at the time and I bought if from a dealer in Brisbane, Australia.

I used the amp for the rear channels of my home theatre system which I only use occasionally because I travel a lot for work and I mainly listen to music.

One night I switched the amp on and a white flash and burning smell came from the amplifier and it didn’t power up.  I thought it may have been a tube, and because I had no spares, I reported the problem to my Brisbane dealer and via email to Audio Research.  A copy of the reply sent from AR on the 5th March 2016 follows:

'Thank you for choosing Audio Research and the REF75. I suspect you had an internal tube arc. The internal tube short can also take out a plate or screen resistor. So just replacing the tube will not fix this problem. The resistors also need to be replaced. You can confirm this by checking the bias for this tube. If the bias reads zero, a resistor is open.  This is an easy repair that our distributor in Australia can do.

The SE update for the REF75 comes with a complete new set of tubes including a new set of KT150s.  This is the only way it is sold. If you so choose, Our Australian distributor can also install this SE upgrade for you while the amp is in for repair.'

I then proceeded to order some more tubes to see if a replacement tube would fix the problem.

I ordered the following tubes:

2 x Electro-Harmonix 6H30Pi Gold with Matched Triodes (Balanced)

4 x KT150 Power Vacuum Tube - [Matching (10+ tubes)]

4 x KT120 Power Vacuum Tubes - [Matching (10+ tubes)]

When they arrived, I tried the new tubes but they didn’t fix the problem as the amplifier failed to switch on.  I then contacted my dealer and freighted the amplifier to Brisbane for repair.  This was done in June of last year.  I included all of the above tubes in the package in case they were needed.  I also would have liked the amp to be upgraded to SE status using the tubes supplied if possible.

In September/October last year I enquired about the status of the repair and before Christmas enquired again. After again emailing AR, I was contacted by the Australian Distributor who told me that the service agent in Brisbane had been trying to get parts for the wrong amplifier and that the amplifier would be transported to Melbourne for repair.  I asked them to get me a price for the upgrade using my tubes.

In January/February of this year, I was contacted by the Australian Distributor and had to supply proof of purchase because there was a dispute over whether the amplifier was in fact under warranty when the fault occurred.  I again asked about getting the upgrade using the supplied tubes which were still with the repair agent in Brisbane.  Eventually I was told that I could have the upgrade using AR tubes only, for the heavily discounted price of $3,000 Australian.  Nothing like gouging your customers!!!!!!  Especially when I could have bought a small car for the original cost of the amplifier in Australia.

I chose to just get the original amplifier repaired under warranty which I was told needed a new main circuit board.  This week my amplifier finally arrived back home after nearly 12 months away for a repair under warranty.  The original tubes have been put in a box with ‘Faulty Old Tubes,’ written on the box.  The tubes I sent with the amplifier have not been returned, and no replacement tubes have been included.

I am amazed that the initial fault destroyed six tubes, so I have asked how the Distributor tested the tubes to determine that they were faulty.  I am now left with an amplifier that doesn’t work and 10 expensive vacuum tubes missing somewhere in Australia.  I am also left with a conundrum, if when I finally get my tubes back and use them to ensure the amplifier works, what happens if it doesn’t.  Will AR then blame me for any fault that occurs on power up because I haven’t purchased tubes from them at their heavily marked up prices????

For me I will never touch another Audio Research product for as long as I reside on this planet.  I will be telling all my audiophile friends and putting this report on every forum that will publish it.  Best of luck for the future Audio Research and may you drown in your policy mess!!!

128x128thazeldean
don_c55
1,025 posts
 
In the USA if you send in an amp or preamp to ARC they replace all tubes with ARC tubes before they fix the amp. They send back the non ARC tubes.

They return all products back to factory issued condition.

They do not trust or warranty none ARC tubes.
thazeldean's avatar
thazeldean OP
18 posts
 

Just for the record ARC don't make tubes so to call any tubes ARC tubes is a misnomer.  The fact that they won't repair one of their amps unless you purchase replacement tubes from them is pure capitalistic greed.  I am sure that in Australia this could be challenged in the courts and ARC would lose. Our laws prevent monopolistic and anti-competitive policies.  This would be a sure winner for the customers in any court here.

Anyway the Australian distributor didn't give me the option of buying new tubes from ARC for the amp they just sent it back with the board replaced and with no usable tubes.

I am calling them soon so stay posted for updates.

swampwalker's avatar
swampwalker
5,138 posts
 
In the USA if you send in an amp or preamp to ARC they replace all tubes with ARC tubes before they fix the amp. They send back the non ARC tubes.

Remind me never to buy ARC.  While there may be some justification for charging more for tubes due to their testing process, there is no justification for requiring the purchase of a completely new tube set in order to get a warranty repair done.  None.  Full stop.  Imagine if the fuel pump burned out while your car was under warranty and they told you you had to buy four new tires, new wiper blades, an oil change, and brake pads to bring it back to factory new condition in order to get it fixed?  Tubes are a consumable.  That policy is nonsense.  
knghifi
1,668 posts
 
In the USA if you send in an amp or preamp to ARC they replace all tubes with ARC tubes before they fix the amp. They send back the non ARC tubes.

Remind me never to buy ARC.  While there may be some justification for charging more for tubes due to their testing process, there is no justification for requiring the purchase of a completely new tube set in order to get a warranty repair done.  None.  Full stop.  Imagine if the fuel pump burned out while your car was under warranty and they told you you had to buy four new tires, new wiper blades, an oil change, and brake pads to bring it back to factory new condition in order to get it fixed?  Tubes are a consumable.  That policy is nonsense.
Not 100% accurate.   They test the tubes and inform you the number that doesn't meet spec before replacing them.

I also have a friend negotiated with ARC in purchasing tubes from Upscale and ship them to ARC.  All these rules are negotiable case by case. 
thazeldean's avatar
thazeldean OP
18 posts
 
I guess that some people will defend ARC to the death.  My experience with their agents in Australia has been terrible and I have made a decision to never buy another piece of ARC equipment.  My choice!!! Compare 12 months and numerous emails and phone calls to get an amp repaired, the amp returned with a new board but no tubes, tubes missing that were sent with the amp etc. etc. etc. with Allnic who sent a new remote free of charge even though I was not the original purchaser and I informed them the battery had leaked (completely my fault).  Just putting it out there for anyone considering a purchase, in the end we all make choices.
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