1. Home
  2. misc-audio
  3. 129255-5063

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
zavato's avatar
zavato
903 posts
 
 
photon46 said- 

"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."

when my Bricasti DAC went in for repair I was advised when it arrived, when it was diagnosed, when it was fixed, and when it was shipped. From the time it left my house until I was received back by me, it was just a handful of days- I think I was without the DAC 3 days. 
marqmike
676 posts
 
Most of the high end equipment builders are a small to very very small businesses. I had an amp back to the very small business for repair with the builder. It was about 4 months to get it back. It was a routine repair. He repaired it and tested it for a couple of days. I didn't mind one bit. It is an excellent amp and the builder was honest in letting me know it would be a while. I know I do not like to rush a repair or even an original build. And a very small business that stays busy because people are happy to give them business I know it can take a while to get items cared for. 
swampwalker's avatar
swampwalker
5,132 posts
 
I buy most everything used so I can't say I have much experience with warranty repairs, but I do know that the local respected techs have a 2-4 month backlog. 
jl35
2,244 posts
 
my experience with ARC, Classe, Simaudio and Naim is that equipment was repaired and returned within a few weeks
cleeds
2,065 posts
 
swampwalker... I do know that the local respected techs have a 2-4 month backlog.
Yes, I think that is quite common. I have a piece in now with an expected 12-week turnaround. But that's for a reel-to-reel tape deck.

On a warranty repair, I would certainly expect to have some reliable information about the problem within four weeks. For a manufacturer to state it is  "not sure yet why the problem is happening" after a month is not acceptable, imo, which is why I suggested getting the dealer involved.
More to discover