Some Strange Behavior From a Hegel 360

OK, here’s a strange one- please jump in. Just purchased a Hegel 360 to power my Revel 228s. Upper bass was excellent. Lower bass strangely lacking.   With the same recordings a good friend was getting much better bass with his Kinke Studio EX-M1 and 1.7 Maggies which aren’t known for their deep low end.  We ran his amp through my system and the bass was robust but clearly defined as it should have been- so no problem with cables, other components or speakers. Double checked all connections with the 360- everything was fine. My friend suggested we switch polarity via a speaker connection. The difference was rather amazing. Bass was now there and overall sound improved significantly- almost the opposite of what you’d expect. Any thoughts? On a related note, I’ve contacted Hegel a number of times about this issue- no response. The only support link I can find is the general [email protected] link on the Hegel website. Any thoughts on Hegel tech support or ideas on reaching them? Thanks for your thoughts...

Strange, I had an H160 and thought it sounded thin, an outlaw 2160 was better in that regard. The gentleman I sold it to told me he accidentally hooked it up out of phase and said it sounded better. 
Definitely strange that you had a similar experience with your 160- reversing polarity usually means a much diminished, sound thin reproduction- which is what I'm hearing with correct polarity.  Seems the gentleman who bought your amp discovered what I've discovered.  With polarity reversed my bass increased significantly,  imaging became a bit more diffuse but not unacceptably so and the soundstage broadened to a more concert-like tapestry that your might hear if your closed your eyes during a live performance at really good venue.  A bit of brightness vanished from the top end and there was a much greater balance between top and bottom. Right now the amp is sounding great.  Go figure.

Glad to hear the situation was improved.

sorry to hear Hegel support was ineffective or unattainable... so far.

from these pages I've read time and again, exchanging polarities on speaker cables off an amp may resolve things. Conrad Johnson was a prominent player in this sort of seeming aberration some time back.

why something like this happens at all mystifies me, especially given the costs of some of these amps.

likely though the amp guys will blame it on the speaker guys. lol
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are you changing one speaker only or both speakers?
Appreciate all the responses... Compared to many folks on these forums my tech chops are somewhat limited; but, I've been told that switching cables on both speakers will simply take me back to a situation of "correct" polarity.  Good advice about not trying to fix it- that's pretty much where I'm at.  Such a puzzle though- really would like an explanation.  I'd also like to know why Hegel's support has been non-existent.  That may bother me more than the amp's behavior.
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My CJ ET3 SE mentioned that you had to reverse polarity on the speakers. If this was normal procedure in the Hegel I would assume it would be in the instruction book that accompanies the Hegel.
easterna, it would really help in understanding your problem and solution if you would answer mboldda's question above.  Thanks
Hello all, thanks for weighing in...
I'm changing only one speaker connection.  Somewhat disconcerting that a person assembling a $6k amp would be so careless or disinterested in properly putting it together.  Did I worry a bit that these are coming out of China instead of Norway- maybe a bit.  I'm not happy that Hegel isn't more transparent about its Chinese connection; but I know some very good stuff is coming out of China including my DAC. For those who've wondered, there's nary a mention of reversed polarity in anything Hegel's put out.  For what it's worth, my latest listening was very rewarding- with reversed polarity.  My system was doing all I'd expect out of it.  A good night of tunes... Again, thanks to all for their thoughts.