Service from Audio Research

Have to agree with Brf...why the heck didn't they give you another amp, or at least start another new one on its the way if not in stock? A problem after 1 week screams "lemon". Screw warranty repairs on a 1-week old unit! So far this is very subpar value-added service for the retail pricing paid. Start pushing back asap (asking for a refund is not a bad idea to get things moving), since this is certainly no minor investment on your part.

If you live in Hong Kong and local dealer is not cutting it, I would seek a refund and move on to better supported waters.

From my limited exposure to ARC service to-date, for tube replacements and such, I'd say they may be quite successful and busy most of the time but customer service is good when properly engaged. Its your dealer's job to make everything work out in the end.

Would not surprise me if ARCs ability to work effectively with overseas dealers is not as good as with US dealers. Conducting business with other countries with different languages and culture is ALWAYS a challenge.

Yea call Nicky Santuro!

I finally got an initial response from the service department of the Hong Kong distributor. They said they have tested the amp in their workshop for a few days, switching it on and off several times a day but failed to detect any abnormality.

Apparently this "cannot turn on again" problem does not happen all the time. I have actually taken a video of the problem last time when it happened in my home and sent it to them. So it is now stuck. I shall give them a few more days and demand a replacement or a refund.