Hegel Design Flaw?

Onhwy61,

No hidden agenda at all. Just wanting to hear from folks about any similar problems.

Sorry it was not posted -- I stated the problem in an earlier post that was deleted. The problem was one channel producing distorted sound or no sound at all. Hegel first hung up on me calling my case "bulls**t". Then they agreed to talk to me to try to help "in whatever way we can". But after 45 minutes on the phone with their customer service manager they refused to help -- in any way.

I was astounded by Hegel's response. I have never had such an experience with any other audio company. In all the years of dealing with dozens of audio companies I have been thorough only one similar case. This was years ago with an AMR DAC. They finally admitted there were 2 design flaws and they stood behind their product 100%.

Onhwy61,

With all due respect, I don't feel my question is loaded. It is simply a query.

I have a follow-up question. Has anyone had any experience dealing with Hegel customer service?

I'm with Peter S. I thought this thread had been deleted, and now I see that, unfortunately, it's still "alive." The title of the thread is simply begging the question.

FWIW, a friend of mine has had a number of Hegel integrated amps and has nothing but rave reviews of their products AND customer service.

I have a Hegel H-30 amp, and only have enjoyed and experienced outstanding customer service. I love my amp, and it produces great sound, I feel its a good value..occasionally some components fail on almost all manufacturers gear..I feel my Hegel has been very reliable and well built. Sorry you are having problems, and a different outcome. Has your dealer been helpful? How old is your amp?

Mribob,

Whenever products work as expected then talking about not standing behind the product or not giving good customer service is a moot point. But when things go wrong that's when you may find out things you would rather not have found out.

You stated, "... occasionally some components fail on almost all manufacturers gear." I agree. As I stated earlier, what I am reporting must be a rare failure. But when it does happen -- as your post indicates, these things do happen with all manufacturers -- one would expect at least a modicum of courtesy, sympathy and respect from the manufacturer after paying many thousands of dollars for their product. One would also expect the manufacturer to stand behind their product. Before this case I had never seen any manufacturer who, when things turned bad, refused to take any responsibility and were abusive to the customer. These are the only points I am trying to make here.