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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
minorl
1,016 posts
 

Based on what I have read, it appears that problem is with the distributor/dealer, not with Audio Research.  I know that is small consolation.  The only way Audio Research or any company for that matter would know of problems with their distributors or dealers is when someone contacts them and complains.

If the dealer/distributor told me that the unit was shipped to the manufacturer for evaluation and repair, I would contact the manufacturer directly to discuss the issues.

Also, I'm not sure about the failure to return your tubes.  I'm thinking it may have something to do with the dealer. Or maybe Audio Research has a written policy that says that repairs will be made with Audio Research recommended tubes and customer supplied tubes will be discarded.  Before one jumps to conclusions, read the manufacturer's legal policies and notices first.  I'm not saying this is the case, but. one never knows.

I do understand Audio Research's policy that they only perform repairs using Audio Research supplied tubes.  That limits their liability.  for example, a customer's bad tube taking out a complete circuit shouldn't be their fault or responsibility for repair.  If Audio Research's tubes failed and damaged other components, then yes, Audio Research should step up and take care of the problem, if it is under warranty.

So, for all the people bagging on Audio Research, slow down and think  a little.  Diagnosing problems cost money. Repairing under warranty cost money.  If the customer caused the problem by using faulty tubes (not supplied by Audio Research), why should they be responsible for that.

Every company has a legal department or legal representation.  no company is immune from that.  Costs are costs.  There are some things I don't agree with.  This isn't one of them.

Tube rollers take their chances.  If I was planning on rolling tubes, I would call the technical representative and ask them if it is okay to do so and get their input first. 

Tubes, like transistors have specific specifications that are used to design circuits.  Different tubes may have slightly different specifications.  If the manufacturer tells me I can plug and play with various tubes, fine.  If they say don't and the unit is expensive and under warranty, I'm not playing with this.

When I upgrade amplifiers with newer, better transistors, I made darn certain that the new transistors are within spec of the older ones.  Or I have to redesign the entire circuit to accommodate the new transistors. 

Lots of opinions here about tube rolling.  That is all that is, opinions.  When the amp explodes, they won't be there for you. 

I call Audio Research about putting KT150 tubes in my REF 250 (not SE) amp.  They told me clearly that significant upgrades have to be made to the amp to accommodate the KT150 tubes over the KT120 tubes.  new transformers, circuits, etc.  I don't know if that is true or not, but, I'm not going to do it.

I hope your situations gets resolved to your satisfaction. Call Audio Research and talk with them.

enjoy


 

thazeldean's avatar
thazeldean OP
18 posts
 

Hello Jea 48, I have found my tubes and as you say they are with the dealer in Brisbane.  I will be speaking with him today to have them returned. I have kept all email conversations which can prove all I have said. 

As a final word suppose you but a car brand new off the show room floor, call it car A.  You use it occasionally and after 21/2 years it breaks down and you take it back to where you brought it.  The car is away for four months and you keep asking about it. Finally when you enquire about it and copy the manufacturer in the email something gets done.  It gets transported 2,000 kilometers away to be fixed by a better mechanic.  They tell you the computer that operates all the electronics' has blown and it was caused by one of the spark plugs.  You have spare spark plugs so send them to be fitted.  Even though they are the same spark plugs the mechanic won't fit them because you have to buy the special spark plugs (made by the same aftermarket manufacturer) from the car maker at a huge mark up!!! Eventually they return the vehicle without any spark plugs but say as soon as you buy the plugs from them it will be ready to drive.  You wonder how they tested it and which of the original plugs caused the damage to the computer because none of them are labelled, just all in a box marked faulty.

Prior to the purchase of car A you purchase a second hand car - car B.  The car is out of warranty when you purchase it so you hold no illusions about who will have to pay for repairs.  The CD player/radio stops working after five years of ownership and you write to the manufacturer because they are not available in the local shops.  The manufacturer sends a new CD player/radio free of charge including postage and you fit it and it works perfectly.

All I'm asking is which car would you buy next time?

jmcgrogan2's avatar
jmcgrogan2
6,346 posts
 
All I'm asking is which car would you buy next time?

Well, duh, obviously I would buy car B the next time. There is nothing more important in a car than a properly functioning CD Player/Radio!!

Alrighty then, I think that is enough with the car analogies. ;^)
thom_at_galibier_design's avatar
thom_at_galibier_design
729 posts
 
This Audio Research story is all too familiar and it both angers and saddens me - sad on behalf of the purchaser and angry because occurrences like this this scare customers away from vacuum tube electronics as well as esoteric audio in general.

Remember, that during WW-II, the military used vacuum tubes for their field communications. Circuit designs can be elegant, simple, functional and reliable if the designer so chooses and there are many purveyors of vacuum tube electronics who adopt this philosophy with no sonic penalties.

Cheers,
Thom @ Galibier Design
thazeldean's avatar
thazeldean OP
18 posts
 
Grogan, you really fit the name!!! 
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