Raymonda, Rogue did the same thing for me (exceptional customer service knowing I bought second hand). I have more respect for Mark and his crew than most people On this planet. I love the sound of the gear as well.
Rogue Audio
I purchased a pair of M120's about a month and a half ago knowing that their history of maintenance. I purchased them from a dealer who sells a lot on here and who gave me a reasonable price on them. When I received them one kt88 was non functioning. I did not hold the seller liable, feeling that this could have happened during shipping and considering the care he had taken in packaging he demonstrated due diligence.
After replace the the tube I sat back and enjoy my purchase for a few weeks during which time I contacted Rogue and inquired about maintenance expectations. They informed me that most of the infield failure were due to bias resistors and the rectifier bridge failing. So, on their recommendations I bought drop in replacements. I also picked up new binding posts, as those plastic ones bother me.
Well, I wasn't happy with the low level ground noise I was getting, so back on the phone to Rogue I went. Again they answered my questions promptly and said it was fine to lift the circuit ground as long as I grounded the chassis, which I did and problem solved.
Another few weeks past and I started to hear a buzz during solo trumpet and female vocals. I trouble shot the problem and decided that maybe the rectifier of a biasing resistor might have been the issue. A pleasant call back to Rogue confirmed that would be a safe path to ho, so I replaced those. Unfortunately this did not solve the problem. Well, I think you know where I'm heading. Back to the phone I went and again another pleasant call confirmed that I should send it in.
Rogue informed me that they have a flat repair fee of $175.00, and would not only fix it but replace any questionable components, as well as, perform any updates. To me that is a bargain, so last Tuesday I sent it out. Today they called me back and said the repair was done and would send the amp back to me tomorrow. They said that a joint was broken, which require resoldering. They cleaned it up and did a few other minor things and praised the work I had done under their guidance, something I was afraid they might laugh at.
Ling story short....this is exceptional customer service. I don't know many manufacturers that would assist a customer who bought their product second hand like this. And wwhen finally requiring the amp to be sent in getting in done in less than a week. Wow!!!!
BTW, I don't hold the seller liable. Shipping a product like this cross country can certainly take out a tube a break a joint. And, again they took good care to ensure packaging was solid.
The amp should be back to me by Wednesday and in service. Maybe someday I can upgrade them to the m180's. Rogue has certainly earn my praise and future business, as well as, pleased my ear!
After replace the the tube I sat back and enjoy my purchase for a few weeks during which time I contacted Rogue and inquired about maintenance expectations. They informed me that most of the infield failure were due to bias resistors and the rectifier bridge failing. So, on their recommendations I bought drop in replacements. I also picked up new binding posts, as those plastic ones bother me.
Well, I wasn't happy with the low level ground noise I was getting, so back on the phone to Rogue I went. Again they answered my questions promptly and said it was fine to lift the circuit ground as long as I grounded the chassis, which I did and problem solved.
Another few weeks past and I started to hear a buzz during solo trumpet and female vocals. I trouble shot the problem and decided that maybe the rectifier of a biasing resistor might have been the issue. A pleasant call back to Rogue confirmed that would be a safe path to ho, so I replaced those. Unfortunately this did not solve the problem. Well, I think you know where I'm heading. Back to the phone I went and again another pleasant call confirmed that I should send it in.
Rogue informed me that they have a flat repair fee of $175.00, and would not only fix it but replace any questionable components, as well as, perform any updates. To me that is a bargain, so last Tuesday I sent it out. Today they called me back and said the repair was done and would send the amp back to me tomorrow. They said that a joint was broken, which require resoldering. They cleaned it up and did a few other minor things and praised the work I had done under their guidance, something I was afraid they might laugh at.
Ling story short....this is exceptional customer service. I don't know many manufacturers that would assist a customer who bought their product second hand like this. And wwhen finally requiring the amp to be sent in getting in done in less than a week. Wow!!!!
BTW, I don't hold the seller liable. Shipping a product like this cross country can certainly take out a tube a break a joint. And, again they took good care to ensure packaging was solid.
The amp should be back to me by Wednesday and in service. Maybe someday I can upgrade them to the m180's. Rogue has certainly earn my praise and future business, as well as, pleased my ear!
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- 17 posts total
- 17 posts total