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Shocking Lampizator Service

I bought a Lampizator Horizon several months ago and have been delighted with it. A few weeks ago there was a pop and the left channel lowered in output so my imaging was off center. I tried different diagnostic combos until I realized it had to be the Horizon DAC/PREAMP. I emailed Lukasz and he said yes they needed to look at the DAC, and that they would take care of everything. A few days later I was emailed  a prepaid label to ship it back to Poland. Rob, the US Distributor also weighed in via email to make sure everything was being handled.  I dropped the flight case off on may 30th (they offer home pick up as well). I got two email updates one explaining that the problem was mechanical as it must have been dropped by the shipper on the initial shipment to me. That's an impressive drop given the Horizon is shipped in a flight case with at least 6 inches of foam around it. The thing is that I got it back to  my house yesterday June 9th. That's 11 days round trip to Poland for a repair! My dCS Vivaldi Upsampler had a known issue that I addressed 2 years ago. It took over three weeks round trip to their Boston repair facility. I am not bagging on dCS as their turn around time is normal. It's the Lampizator service that I find SHOCKINGLY great. Frankly, I was concerned when I made the investment in the Horizon about service should I need it being based in Poland. Lukasz has built a business model that is truly global. I can highly recommend the Horizon as an outstanding DAC and pre-amp (the volume control reminds me of the ARC REF 10 if you know that unit, it is great!), and the service is second to none I have encountered this far in my audio journey. 

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tomcy6's avatar
tomcy6
2,612 posts
 

Glad to hear about your good experience.  Lampi did a great job on your repair.  It is not the norm in high-end audio to have someone bring a new component to your house and set it up the next day if something goes wrong.  Horror stories with domestic and international products are not uncommon, including with Audio Research.

ghdprentice has probably spent a ton of money with his dealer and gets the deluxe treatment for that reason.

ghdprentice
7,414 posts
 

Sure, yes I have a great relationship with my dealer. But let’s pretend I bought a $50K car several months ago and it would not start in the morning. I would expect the vehicle to be picked up and repaired and given a loaner immediately. A single phone call… and go about my business. 

An individual audio component costing $50K should be white gloves, absolutely no effort to the purchaser. Heck, when my Sony 77” OLED failed… they delivered and installed a new one and took away the old one… sure it took a week… but it only cost $6K.

jeffseight's avatar
jeffseight
578 posts
 

Good to know some companies still respect customer service!

 

audioman58's avatar
audioman58
4,248 posts
 

I had a similar experience ,my new Krelli integrated amp stopped working after  a week , I called them ,I am 1 state over  they had anew one at my door  the next day,  and they included a label to have the defective unit picked up .

which never happened  which was a few years ago. That is great service.

cychin1959
1 posts
 

I have a faulty Amber 4 which is less than a year old. The local Singapore  Lampi distributor promptly came over, ran some tests and confirmed there was an issue with the USB board. He packed it in it's original packaging and took the unit from me on 24 April. Couple days later he messaged that he had shipped it to Poland. Couple of days ago I asked the distributor for an update. He said the factory couldn't give a definitve date for the repairs. Still wating after 1-1/2 months. Thank goodness the local distriutor loaned me another DAC (not a Lampi) so I have at least something to listen to. Amber 4 certainly not getting the same attention as the Horizon.

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