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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
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.
output555
120 posts
 
I'd also like to climb on to compliment Nelson, Kent and everyone at Pass. They really do offer exceptional customer service. It's quite special to call and have Nelson himself answer the phone. He also personally replies to posts at the Pass DIY forum. A very pleasant, unpretentious guy.

As an aside, Mark Sammut at RenoHifi works closely with the folks at Pass and offers equally excellent customer service. He's a great source for used gear.

Another company that takes care of customers is Aesthetix. I bought a used, out-of-warranty Calypso from an Audiogoner which had a slight problem with one channel. I wrote Jim White about it and he set me up with his techie Glenn who was very hopeful with troubleshooting. Eventually, they told to send the unit back to their place where they fixed it promptly and for free. Amazing service.
audiofeil
4,011 posts
 
Actually the former retail network was dismantled on 4/5/07.

Dealer disclaimer.
bmotorcycle
68 posts
 
Cary should also be put onto this short list of manufactures that go the extra mile. I have had an several occasions Denise Had (owner of Cary) take the time to talk with me and guide me through a couple of exercises to get an amp that I also bought used up and running when it arrived to me DOA. He went so far as to send me a tube at no cost to me overnight (and didn't even charge me for the shipping) so I could get that amp operational for the weekend. This was several years ago, I would only hope that that customer interaction still exists.
tom_hankins
928 posts
 
Add Thiel to this list. Always above and beyond!!!
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