Emission Labs Tube Warranty Problems


Has anyone else had difficulty with EML tube warranty? I purchased a pair of their 300b 2.5 tubes (around $700) in late 2019. After about 6 months I started noticing an intermittent problem with one tube that exhibits a low level sputtering sound. The tubes were purchased through RAM Tubes one of their authorized dealers. When I reported it to the dealer I was told I needed to report it to EML directly. It turned that is impossible. Finally, I was told I needed to talk with the only distributor - JAC Music. So, I did. First I was told that I did not register for the warranty because it wasn't in their system. I did in fact go online and register but I expected an email confirmation but didn't get one. JAC refused to acknowledge that their registration system might have had a problem. Instead they treated me as if I was a lying cheat trying to get away with something. That was when I discovered there is no way to actually contact anyone at EML. At Jag's request I emailed a photo of the tube and gave him the details of my purchase. He denied I registered, that the serial number was not in their registration base but did contact RAM to confirm that I purchased from an authorized dealer. After that he sent me an email in September of last year (2020) that the tube should not have gone bad so soon and they would replace it BUT they had none in stock and I would have to wait for a new tube to be produced. And, that is the end of any further correspondence from JAC. Since then I have emailed him once a month, finally giving up in February. He has never responded to any subsequent emails. I actually had a moment of guilt thinking maybe COVID got him while I was fretting over my tube. But, no - I contacted RAM and they are still receiving their orders of EML tubes and so are other dealers. They all say the same thing - you need to contact Jac.  As you all know, a matched set of tubes is worthless when one is bad. I just wonder if anyone else has had a similar experience. I've simply given up and accepted that I was screwed out of $700. Frankly, they are very good tubes. I own others and have never had any problems with any of them - thank God. But, if anyone is considering buying their tubes, I suggest you ask the dealer what happens if you get a bad tube. I presume they will tell you, how have to contact JAC. Well, now you know how that worked out for one customer. I just had to get this off my chest. I'm so incredibly frustrated. 
Ag insider logo xs@2xbigsecret
Thanks for revealing their negligence. I hope that it costs them future business. At very least, they may see this post and be shamed into making you whole.
Good Luck.
bigsecret... i feel bad for you, such a big company, with bad business.  I was thinking about purchasing a pair of EML 5u4 rectifier, after reading your post, i will think twice, really appreciate the awareness!  Hope all will turn out the best on your behalf.  
There are European manufacturers of 300B tubes that cost less and might be more reliable: JJ, EH, Svetlana. Avoid the Chinese ones!
He was probably BS-Ing you when he said they were waiting for more to be made. Looks like he ghosted you. Some distributors are real jerks.
I read their warranty claim information. It pretty much says you only get coverage if you jump through all the right hoops at the right time using the right equipment during a blue moon. They don't want to honor their warranty or they would have. 
jasonbourne52:

The REAL St. Petersburg, Russia Svetlana plant met its end in 2012.

Their 300B's were the best sounding and most unreliable 300B's that I ever used in an early production Audion Silver Night stereo DH/SET amplifier.

I much preferred them to WE's (screened logo on base) and everything else I tried @ the time, which was early on this century.

Out of 4 pairs only one pair made it past 500 hours without failing (sold that pair with the amp).

A few other users with super slow start up power supplies (Border Patrol comes to mind) had much better results, but also failures as well.

Not a vintage tube that I would seek out unless you have super slow start up and only listen a few hours a day.

I have had the same problem with vintage (engraved base) Visseaux 2A3's in that out of 3 matched pairs I am now down to one pair.

I'm saving the last pair for (at a minimum) a 5ar4 rectified 2A3 amplifier.

I recall other online forum complaints about JAC or JAX, but not the details.

DeKay
That's lame service and poor professionalism on the part of the distributor.  I always assumed they were reputable, but your experience proves otherwise.  
Thanks for your comments, guys (and gals?). I can't say anything bad about their tubes. I think they are first class, sound great and I accept you get a dud every now and then. It's the way this was handled - or actually not handled. Great tubes - not so great distributor. I hope this will spare others from a similar experience.
I guess I should emphasize that no matter where you buy EML tubes, if you have a problem you have to go through JAC. Ugh.