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Note for those who buy used equipment...

I have obtained most of my equipment on the used market, and will continue to do so. However, today I ran into an issue that I had previously not encountered.

I was just about ready to pull the trigger on a used piece of Accustic Arts equipment when, in response to an inquiry about how to obtain any needed future service should that be needed, I received the following message from the Accustic Arts distributor in the U.S.:

"Thank you very much for your interest in ACCUSTIC ARTS products. My firm represents and distributes the brand in the USA and all responsibilities as it relates to repairs are through our firm.
We ONLY service products that are either bought from our firm or through an authorized dealer (similar policy to other manufacturers)".

After letting the distributor know that his policy ruled out any further consideration of Accustic Arts equipment for me, he sent the following:

"Our service policy is really no different than the vast majority of other manufacturer’s – in fact, just about nobody services or supports products bought and sold in the used market since we have no idea of how old the products are, where they were bought, how many times the items were bought and sold and how they were packaged etc. It would ultimately cause a huge liability for no reason. I suppose that is probably why most manufacturers will not support items bought and sold in the used market.
We carry ten (10) brands and we have one policy applicable to all."

So... before investing in something which may have very little re-sale value, and/or which has the potential to morph into a door-stop; do check on the manufacturer's/distributor's policy towards servicing used pieces of their equipment.

Rupe
rupertdacat
timrhu
2,778 posts
 
A good place to start that research is the archives here. There are many testimonies to manufacturers who have gone the extra mile to service equipment which was bought used. I have had several incidents where I needed service or help with used equipment and have received excellent service each time. On every occasion I was up front about the fact that I bought the item used, no problem at all.
How can the manufacturer not know the date the unit was built unless the serial number is missing?
Bottom line, that guys an idiot.
rupertdacat OP
25 posts
 
I agree with those that have stated that this is not a usual situation. I have been very pleased with the support of used products by companies such as Atma-Sphere, Audio Note, and Audio Research.

Please note that the ten brands represented by this distributor are not cheap in price- not by any means! They are:

Atoll Electronique
Fischer & Fischer
BC Acoustique
Acoustic Solid
Accustic Arts
Audia Flight
MOSSCADE
HiDiamond
GoldeNote
NAT Audio.

As the distributor has made very clear to me, his policy is identical for all these brands: "We ONLY service products that are either bought from our firm or through an authorized dealer (similar policy to other manufacturers)".

When I informed this distributor that I would be bringing his policy to the attention of the internet audiophile community, he responded, in full: "whatever" (sic)

Sheesh...
tvad
9,467 posts
 
The distributor is undoubtedly trying to quash discounted grey market sales by refusing to offer service.

The distributor might consider amending the policy to accept used components originally purchased through an authorized dealer or directly through the distributor if the subsequent owner can provide a receipt or proof-of-original-purchase through proper channels.

This would be fair, it seems to me.
tonywinsc
583 posts
 
I have purchased some used equipment and had no issues at all with getting it serviced by the manufacturers. On the other hand, my B&W subwoofer- which I bought new and was not cheap- was damaged due to lightning. B&W would not repair it. It was too old a model they told me. How old was it? Just 5 years old. Still saving up for a new one...
mcfarland
356 posts
 
Sounds to me like a BAD company policy that the company has not fully thought through. Electronic equipment should be relatively easy to fix (local guys in my town seem to do just fine for me). Not wanting to repair their own equipment just loses a potential revenue stream for the company (time and materials), and devalues their own equipment on the used market making the peice less valuable at the time of initial purchase. Correct me if I am wrong but this is a rather silly policy for a company to have, unless they don't possess a good repair service department (could their equipment be manufactured overseas?).
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