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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
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.
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drubin
3,275 posts
 
So Roxy, was the amp fixed and have you listened to it since?
truman
168 posts
 
I, too, would like to second the three cheers! It's a wonderful surprise to have Nelson himself pick up the phone, as he did with me several year's ago. Also, Peter is the best. They have always been most helpful and generous in, yes.... the old McIntosh style.
Turner Truitt
"Truman"
Atlanta
roxy54's avatar
roxy54 OP
8,094 posts
 
Several of you had questions that I will try to answer.To begin with, I have not received the amp yet, they are still working on it- I am very anxious to hear it. I am not at all versed on how one would check the bias, but Nelson said it is not a job for beginners. And yes, I did write a very cordial email to the member who sold me the amp. I asked for nothing. I told him of my experience, and asked him if he had noticed any deterioration in the sound during the time that he owned it. I also made a point of telling him that I did not blame him, and asked him to give me positive feedback, and told him that I would do the same. That was over a week ago, and I am sad to report that he has not answered my email.
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