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Three Cheers for Pass Labs

We all have complaints about customer service now and then, and when we do, we don't hesitate to voice our complaints. I have a positive experience that I would like to relay to Audiogon members. Last November, I bought a Pass Labs X250.5 amplifier from a fellow Audiogon member. When I received the amp, I used it for 4 days, and I was surprised and disappointed that the sound was not nearly as good as I was expecting. I chalked it up to a difference in tastes, and put it away, intending to sell it after the holidays. I did sell it to another member 2 weeks ago, and he too noticed that it did not sound good. He had long experience however with Threshold amps, and knew that it should sound better. He called Pass, and they guided himm through a simple test that showed that the bias settings were way out of whack. The buyer no longer wanted the amp and I refunded his money. However, I was told by Nelson and Kent at Pass Labs that if I shipped it to them, they would repair it at no charge. I want to add that the amp is out of warranty. I think that this is exceptional customer service, and I want everyone to know. I have had a similar experience with McIntosh, and I want to give a vote of support to all manufactureres who treat their customers in this way. Thanks!
128x128roxy54
audphile1's avatar
audphile1
4,935 posts
 

Hi Roxy,
Thanks for sharing!
Great news that Pass Labs equipment owners are in good hands.

However, I was just curious, have you had a chance to as the fellow Audiogon member who sold YOU this amplief if any work or any "tweaking" was performed on this amplifier during its stay in his system and if not, then how it sounded? Has he noticed anything unusual?

Just wondering how is it that the bias settings on this ampifier were out of wack. Pass indicates in their literature the entire process of testing each amplifier before it is shipped and that involves checking bias.
It seems like the chances it left the factory with bias settings all screwed up are very slim.
mitch4t's avatar
mitch4t
1,610 posts
 
I once called Pass Labs for a question about my amps and Nelson Pass himself got on the phone. He took his time and was very thorough and answered all of my questions. I still own Pass Labs amps.
kck
184 posts
 
I generally don't join cheerleading squads (I mean that term in a neutral way) but wanted to also point out that the Pass philosophy I read about seems to extend to at least one part of the dealer network, specifically RenoHiFi who also carries FirstWatt.

I recently considered one of the FW amps and Mark Sammut was way helpful, and ultimately cool and understanding when I decided not to buy due to a system change. I had taken a lot of his time by then and almost made the deal, then came upon something different and had to change direction. Mark was completely cool with that and his level of professionalism and cordiality changed not one bit when he was told I would not be buying from him after all.
pubul57
3,712 posts
 
This is going to get very repetitive as I had exactly the same type service from Pass and Mark at RenoHiFi. The fact that Pass' SS is perhaps the finest available does not hurt either.
Ag insider logo xs@2x
drubin
3,274 posts
 
So Roxy, was the amp fixed and have you listened to it since?
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