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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
clearthink
1,421 posts
 
"Incidentally, and not to be nasty, I nonetheless got a chuckle at the mention of Marantz who nearly went out of business and was just purchased by Sound United, the company who owns and sells Polk and Definitive Technology, two speaker brands unlikely to ever be driven by Audio Research or any current Carver product. One assumes they will cover the warranty currently in existence, but D&M Holdings was a gnat's eyelash away from being taken over by the bank.

I would also like to make something clear: if I could afford it, Audio Research components would be on my short list (with a handful of other brands). Because of my background and my connections, I can deal with reliability issues more easily than the average consumer. For those of us living in the real world however, there are inexpensive amplifiers from China that sound decent "

That's a great way to promote a product some people think that by insulting they're competition they elevate their own Music Reproduction System components to a level that it will appeal to more audiophiles and music lovers. Of course to those who have the knowledge and experience to actually objectively evaluate Music Reproduction Systems it is painfully obvious that the insult is simply a very thinly disguised attempt to distract the consumer from the real facts which is that the item actually being promoted doesn't "measure up" to the Music Reproduction System components that are being insulted. This poster would be well adviced to consult with an experienced expert in advertising and marketing to promote his products because this effort based on insulting high quality components and the financial stability of competitors is an obvious attempt to distract from what the real truth is and most oddly Bob Carver in particular has owned and sold one company after another after another after another which of course he doesn't want us to think about where as Marantz has been around since the very early dawn of the high fidelity movement!
fmalitz
28 posts
 
I promised myself I would not reply to clearthink as there's no point in it. Still, he is preading false stories. I objected that. To set the record straight:

Marantz is not around. It's only Marantz in name only. There is no Marantz factory. Since what you call "the early dawn", the name Marantz has been owned by seven different companies. SEVEN!

Next, as I said before, in 40 years of manufacturing, Bob was tied up with only two companies for nearly 30 of those years. 
knghifi
1,668 posts
 
clearthink +1

I can't imagine a company owner promoting his products in an open forum by trashing another company.  Wow!   Who's next?

Current Carver products are very good.  My brother bought a 'Black Magic' VTA 20S Tube Amplifier for his Avantgarde.  ~100 hours 2 power tubes arc and took out fuses.   Carver was in middle of Emotiva so no luck getting power tube replacements under warranty but overall he's happy with the amp.

fmalitz, you're doing disservice to Carver with your actions.  
tomcy6's avatar
tomcy6
2,588 posts
 
clearthink, Lighten up! What do you have against Carver? Have you had problems with a Carver company in the past? Please disclose the reason for your hostility toward Carver.

It’s no longer unusual for a high-end company to be sold. As fmalitz has pointed out, many big names have been sold multiple times.

I have not been offended by anything fmalitz has written here. He disclosed his stake in Carver and we can take whatever he says with that in mind.

I wish more manufacturers and dealers would post here.  They tend to know something about audio and can add valuable perspective to our discussions. Unfortunately, any who do are usually attacked by someone like you, so they don’t bother and we lose the benefit of their knowledge.

So please lighten up. With 14 posts to your name, it might be a good idea, to lurk for a while until you get a feel for what is helpful and what isn’t.
jetter
3,033 posts
 
tomcy6, please speak for yourself.  Other than Ralph and a few others who I really enjoy reading their posts, dealers (especially) & manufacturers tend to start emphasizing advertising over informative content.  This is not to say fmalitz was one of these, or that clearthink was right to get so hot under the collar as to sound like he had an agenda.   To be honest, when the back and forth get so voluminous I quit reading it.  Volume does not in and of itself create interesting content.
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