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
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cleeds
5,659 posts
 
swampwalker... I do know that the local respected techs have a 2-4 month backlog.
Yes, I think that is quite common. I have a piece in now with an expected 12-week turnaround. But that's for a reel-to-reel tape deck.

On a warranty repair, I would certainly expect to have some reliable information about the problem within four weeks. For a manufacturer to state it is  "not sure yet why the problem is happening" after a month is not acceptable, imo, which is why I suggested getting the dealer involved.
mysearcher257
48 posts
 
2 months lead time for parts from Marantz to fix an out of warranty current product.  To this add shipping, diagnosis, repair and return shipping.  A good 3 months.  But the repair shop has done an excellent job by calling me almost weekly and providing status.
sfall
346 posts
 
You need 2 thing's. First, you need to buy components from established brands that have a good reputations when it comes to service. I've seen many times repairs done out of warranty were still covered anyway.

Second is a good dealer. Always let them know you're having a problem, and let them handle it. You paid for that type of service when you bought the piece. You won't be bothering them. Any good store wants to do this for the customer. Most will even give you a loaner so you can still listen to music.
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photon46
1,076 posts
 
I went through the exact three month same wait for a Marantz SA11S1 "repair" only to have Marantz eventually throw in the towel and admit they couldn't provide repair parts for it because the laser assembly was no longer available and the engineers couldn't come up with an alternative. Not much a manufacturer can do when the subcontractor quits making parts for them. Unfortunately, a retail purchaser has no way of knowing if this sort of situation will arise at some time in the future. 
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