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Manufacturer Repairs? What is a reasonable time?

I sent a solid state amp back to the manufacturer in the USA on March 16 for a minor repair - one channel input not working - despite 4 phone calls and 4 e-mails - he hasn't even started the repair. Doesn't respond to emails but does answer the phone and says he is busy and is alone. I Will not identify him yet, since I'm not sure what the "norm" is, since I have always been thoroughly spoiled by Bel Canto, Atmasphere, CJ, AR, acoustic Zen, Cambridge, EAR, who respond immediately and usually have my unit back in 2 weeks. So when do I start to play "ugly", realizing that the economy is bad and manufacturers may be struggling?
springbok10
gunbei
2,327 posts
 
I say it's time to get a rope.

Or as Slappy would suggest, "an old board with a rusty nail in it".
unsound
7,344 posts
 
This is nonsense, would you be so patient if your car needed repairs? Doesn't this manufacturer realize that the rest of the money spent on your system might be in limbo too?
The couple of times I needed work done for me by Thiel over the past couple of decades, took no more than a couple of days. That's how it should be.
zd542
5,339 posts
 
I really don't know what the problem is here, but something doesn't sound right about this whole situation. Maybe the business is in some type of trouble. Its possible they may not have the resources available (parts, labour or both), to fix the amp. If it were me, I would do whatever I had to do to just get the amp back. I would rather pay someone else to fix it rather than watch the manufacturer close down, or something, and loose the whole thing.
marqmike
851 posts
 
Recently I sent in an amp that I had shorted the transistors out because the speaker leads were touching in the back. Posts to close? I don't know. Anyway I called the company and the owner answered and I told him the situation and asked him how long should I be looking at to get it repaired. He said 2-3 weeks. It was 3.5 months later. I think I was patient. I know we live in a fast food era, "I got to have it right this second!!". I will say he returned it promptly after it was repaired which I appreciated. It is a great product and the owner of the company a decent enough guy. I would like him or his company to stay around. So I won't say who but I do think that was out of line with what is reasonable and what normal people would expect today. I am sure he has to deal with other people doing things for him. So I think it reasonable he give me a better time frame. Just saying. So I am not much help just thought I would chime in.
minorl
1,018 posts
 
I agree with Zd542. If you feel that this is entirely too long to wait and they won't give you a reasonable estimate for repair time, then maybe it is time to ship it back to you. A decent repair facility can diagnose and repair an amp. Any amp. Musical Fidelity in Culver City, CA is very good at this type of work and Gary does great work. I get the impression that their is only one person there that does the repairs and he/she might also be tied up with other business related things. Give it some more time. But keep calling.
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