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Amp Warranty Repair - What's an acceptable timescale for turnaround?

Hi

My amplifier failed at the end of January of this year. I contacted the retailer who advised me it was still under warranty and he undertook to contact the distributor. At this stage I assumed that its repair would entail a trip to a highly regarded technician whose workshop is a 2 hour drive from my home!

The dealer got back to me and said that he had spoken with the distributor who said that the amp could not be repaired locally and would have to be returned to the manufacturer. 

I left the Amp with the dealer on the 1st February 23. As returning it to the manufacturer required an overseas journey I did not expect the turnaround to be a quick one!

I last spoke with the dealer on 30th March. He said he was trying to chase things up with the distributer but did not know anything else about the Amp as they had not updated him about it.

The conversation ended with me asking him to try and contact the distributer for an update and to see if he could get an approximate date for its return to me! The Dealer said he would try, and to be fair to him he has, on 2 occasions, offered to loan me an amp, He also said he felt awkward as he didn't know what to tell me, and added that he had to go via the distributer as he could not contact the manufacturer himself (politics I  guess!).

Now I don't expect miracles, but am I unreasonable in thinking that this lack of communication from the distributer is an example of appallingly poor customer services! I would also add that they have my details as the product was registered with them!

Any thoughts would be welcome as I am not sure what the best way forwards is!

 

 

 

bazb
oddiofyl's avatar
oddiofyl
4,011 posts
 

That is bad service, no doubt.    When I was in the "biz"  and other service organizations in my career I would always say 4-6 weeks.   That is a reasonable time to cover most delays.   Add two weeks or so for overseas shipping. 

You should have your gear back by this time.    I am so tired of receiving and hearing about terrible customer service.    Sick of it.    I would publicly be calling out the manufacturer on every forum I belonged to. 

I get shat on every time I advocate "Made in USA" but this is why...   most US audio companies you are dealing with the mfg. directly and shipping is days not weeks

I really hope you get this resolved quickly.  And you should take your dealer up on the loaner , its the least he can do at this point.    Good luck.  

 

arcticdeth's avatar
arcticdeth
1,572 posts
 

Is a long time yes, BUT, if is returned as same cond shipped, and works perfect, meh, what’s a few weeks, to get you back jammin to tunes 

 

 

   Patience.  Happened to me, but I received it back same as when shipped, I honestly think, they just said, “let’s hold this for a month and a half, ship it back, “

he won’t know, brought to a very good audio shop in northern illinois, in 1.5 weeks, it was fixed, cleaned, for 175$

I sent the copied receipt to the company, with a nice hand written note (wofe wrote it)

they apologized massive, sent me a huge box of nothing.

lasted a couple more years, then did a office space copy machine beat down to it.

wont buy another component from them ever again
they dropped the ball on a expensive once, they were supposed to be a good warranty known company. 
 

 

if it’s returned in fixed, great cond,…go with it  

 

Which is why I’m loyal to Audioquest, bought a pair of nice Xlr’s in early mid 90’s, about 3-4 years ago, I hooked em up, there was a wire which had broken 😠 snide the jacket, sent them in, they phones me, said all fixed, there n the way back to me

love that lifetime warranty. They are a good company.
as is Klaus at odyssey, and Roger from Sanders sound. 
but, if I have other issues, I will drive the hours to northern illinois for that mom and pop audio shop.   Somewhat introverted in personality, their work was / s very good  

 

jjss49's avatar
Ag insider logo xs@2x
jjss49
6,612 posts
 

be specific, what amp are we talking about here, and what distributor

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