I never had problems with Krell's service when dealing with Patrick. He always reply promptly whether it was an email or phone.
I had 3 different Krell amps and never a problem but cd player was another story.
In a year, multiple trips for repairs and 4 replacement units, finally I got an unit to work long enough where I can sell it. The problem is the Philip transport and it's a known problem. I guess priority is performance and not reliability.