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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
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drubin
3,274 posts
 
So Roxy, was the amp fixed and have you listened to it since?
truman
167 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
7,986 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.
gundam91
506 posts
 
It's good to know that Pass will take good care of me if anything happens. I had bought a X350.5 last year to replace my Levinson #333 after a bad experience I had dealing with Harmon. This is the second Pass amp in my "collection" as I also have a Aleph Os that my wife absolutely loves and would not let me sell.

FrankC
zear
69 posts
 
I have received nothing short of stellar service from Pass. They often service out of warranty units at no charge. I received update modules for free for a preamp I bought used.

As an original owner, on two different occasions they went beyond what I would have expected. I doubt many companies would do so.

They were, unfortunately, too nice for too long to too many dealers that sold too loosely. As a result, last June Pass cancelled all their US dealers, and began a dealer structure from the ground up, with the intention to have their product represented and sold by dealers who treat and sell their products only in their territory, and demonstrate them as the fine, first quality audiophile electronics they are.

I find my X250.5 a beautiful sounding (and looking) amplifier that has freed me from the nightmares of tube amp maintenance, power limitations, impedance matching effects, etc.
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