HELP Electrocompaniet stole Christmas


What a mess:
After finally deciding that spending money on the latest EMC-1 parts mod, I contacted Electrocompaniet's distributor back in October to arrange to bring my EMC-1 MkII to him directly in PA so as to avoid RT shipping risks and expense for this 50 pounder. All was set for a Christmas week mod, as I was to be in NJ visiting my relatives that last week.
I called on Christmas eve to arrange a drop-off time, and was told that Christmas Day noon would be fine, but that I had to arrange the deal through a dealer! Yikes! So I remembered Fathers & Sons and called them, arranging for the paperwork and profit to be credited through/to them. Fine. So I drove 2 hours through a nasty winter storm to arrive at Warshaw's house, where he said he'd NOT perform the mod if my EMC-1 didn't have a serial number on it, as there was a grey-market guy in New York who sold a few of these this year. I assured him that mine indeed had a serial number, was produced in spring '01, and bought used by me in summer '01. He said OK, and lugged the player into his house, saying he'd call me in a couple of days to pick it up. Great!..............
I returned to NJ and watched the storm intensify....
Two days later I called to arrange a pick-up hour, and Alan told me that he did NOT perform the mod because the player had been originally sold by a Danish dealer, and NOT through him, so he had made a decision to NOT support any players not originally sold thorough him. No warranty repars, parts, nor mods!..............
I was stunned, couldn't convince him to make an exception since he had never asked me to provide a serial number beforehand, and I went through a total of a half-day of driving through a storm to accomplish this mod.
He just told me to come pick it up at my convenience. I glumly arrived on Saturday and retrieved my untouched puppy, where Alan said that unfortunately I had to share the victimization of the gray-market. I asked if I should contact a Danish dealer to see if a board-swap could be done (of course thinking he didn't really know the answer), but he thought that Electrocompaniet wouldn't support my player either! I asked with some incredulity what was going to happen with all the players that people have when they move from one country to another (!), but he said that this policy was the only way they have of penalyzing the gray market.... I suggested that in THIS CASE he should have installed the mod because of his lack of due diligence in assessing the production/sales history of this particular CDP, ESPECIALLY given my enormous effort in delivering it to his doorstep on Christmas Day.... I left sadly but gracefully.
WHAT SHOULD I DO? I contacted the Danish dealer but he's not responded. Should I contact Electrocompaniet directly and try to arrange a board swap or purchase the parts mod "kit" and instakllation directions (I'm pretty familiar with boards and soldering)? Should Alan have acted differently? Isn't the world getting small enough so that internationally-sold products should have protected lives independent of sales point?
PLEASE HELP!
A Happy and safe New Year to all!
Ernie
subaruguru
Subaruguru,

I think it is time you give up on that player and Electrocompaniet in general. Any company that has policies such as this is asking for trouble. What is kinda amusing is that I am told in Scandanavian countries Electrocompaniet is really looked down upon as midfi gear.

Anyway, I think there are better players out there that surpass the EMC-1 mk2 that cost significantly less than $5k. I would whole heartedly recommend the Ayre CX-7.

As a company Ayre is one of the best I have ever dealt with. Their support is outstanding. And they warrant their products from original date of purchase no matter who owns them.

The problem with Electro products is that they sell for a lot cheaper retail in Scandinavian countries. I think an EMC-1 mk2 over there sells for around $3k US. A couple of years ago, this player sold for around $2k US over there. This dramatic price difference does nothing for the Electro grey market in the US. The Nemos are even a bigger differential selling for around $9k US over there and close to twice that amount in the US.

One thing I would do is never deal with that Electro dealer again. If they told you they would do the mod if you had a seriel number on your CDP, and you had a seriel number of your CDP, they SHOULD do the mod. Backing out of the deal is... well... bad business as I will probably never do business with them as well.

So my advice is: Start demoing other CDPs starting with the Ayre CX-7. If you do not have an Ayre dealer in your area, I can suggest one that is good to work with that I bought my player from.

I know you love the EMC-1 mk2, but there is a time that you have to let go of a product because the manufacturer of that product is not supporting you.

Always remember that there is close to a 75% markup on all Electro gear RETAIL from the retail price they sell it in Scandanavian countries. This is why there are not too many Electro dealers in the US. The markup from parts to retail on Electro products in the US is far more than most Hi Fi products in the US market.

If you wanted to push the issue, you could try to email Electro directly, and email more dealers in the US. I am willing to bet one would do the mod for you. However, in my eyes, a manufacturer is only as good as his distributors and retailers.

Sincerely,

KF
I absolutely agree with Tok2000, Electrocompanient does not deserve your business. Their actions stand in stark contrast to manufacturers who support their product no matter what, no questions asked (i.e. Bryston, Madrigal). A bad business move and an even worse PR move, I'm glad that you posted it here and I will be very curious to read the responses from Electrocompanient dealers.
I would contact EC directly--call them in fact. If they have any integrity at all, they will do right by you.