2. amps-preamps
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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

Showing 3 responses by mapman

mapman's avatar
mapman
21,838 posts
 
Quality of service and turnaround times for service can vary widely. Hard to say what is reasonable, although less hard to identify which companies have the best reputations for customer service over the long term however. You identified at least one or two that I could vouch for.

At a minimum, its reasonable to expect any vendor should be able to provide a reasonable estimate of the time required to complete a particular repair and keep the customer up to date if that changes.
mapman's avatar
mapman
21,838 posts
 
I think its fair to allow a vendor to revise their initial time estimate once or twice, but more than that would be a red flag for me. Generally, three strikes your out is a pretty decent rule....

To some vendors, good customer service is a cornerstone of their brand and business model. Others, perhaps not so much. Some might operate under the assumption that the customer is locked into them as the only qualified service option and has no recourse other than to do things on their terms. It all depends....
mapman's avatar
mapman
21,838 posts
 
Elizabeth is right, but if that small manufacturer has visions of growing, they had best get their customer service in order and not make it a second or low priorrity IMHO.
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