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Expectations for warranty repair timing

All,

I've had a piece of audio gear back with a manufacturer for repair for a month, and want to solicit feedback here on what constitutes an appropriate turnaround time for warranty repair.  This isn't stipulated in the warranty paperwork, and there doesn't appear to be any guidance on this from consumer advocacy organizations, so I'm turning to you all to make sure my expectations are in the right place.  

A month (or more, we'll see) doesn't feel like a reasonable wait time to me, and it doesn't help that my periodic requests for updates have been met with dismissiveness.  Regardless, I'd appreciate hearing from others who have had similar experiences. 

Thanks!
lousyreeds1
lousyreeds1's avatar
lousyreeds1 OP
281 posts
 
They tell me they're not sure yet why the problem is happening and won't rush it.  That's it.
cleeds
2,065 posts
 
I'd suggest getting your dealer involved. If the manufacturer has had the unit a month yet are "not sure yet why the problem is happening," that's a poor excuse. Perhaps it's time for you to request a replacement.
gdnrbob
2,421 posts
 
They tell me they're not sure yet why the problem is happening and won't rush it.  That's it.


It may be something that they want to be sure is corrected properly. Especially if it might be something that might affect other owners and require a recall/upgrade.
It sounds like they are trying to do the right thing. I would give them some more time. If they don't get back to you, then call them directly.
B
zavato's avatar
zavato
903 posts
 
Depends on the company. In two instances I've had my gear back from repair inside of a week. That was exceptional. Once I brought a preamp direct to the manufacturer over my lunch break. They corrected an issue while I waited. 

Other repairs were between 1-2 weeks. I would think that is the norm unless the company is a one or two man shop. 
photon46
1,008 posts
 
You are so right lousyreeds1, a little communication would go a long way in these matters. It never ceases to amaze me how poorly so many companies perform with regard to keeping customers informed about the status of orders, repairs, etc. 
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