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Manufacturer Repairs? What is a reasonable time?

I sent a solid state amp back to the manufacturer in the USA on March 16 for a minor repair - one channel input not working - despite 4 phone calls and 4 e-mails - he hasn't even started the repair. Doesn't respond to emails but does answer the phone and says he is busy and is alone. I Will not identify him yet, since I'm not sure what the "norm" is, since I have always been thoroughly spoiled by Bel Canto, Atmasphere, CJ, AR, acoustic Zen, Cambridge, EAR, who respond immediately and usually have my unit back in 2 weeks. So when do I start to play "ugly", realizing that the economy is bad and manufacturers may be struggling?
springbok10
vicdamone
850 posts
 
Elizabeth, unusually similar story but not my pre. I love dealing with little boutique works and have had honest service from all but this manufacturer.

As I said, they were, and still are, notoriously famous for pulling the ol' oki-doke for service. I find absolutely no excuse for lying, dodging messages, and emails. I recall taking to using strange phones to avoid their caller ID which worked well but the hook was already set.

In the end a formal letter sent signature required mail seemed to stoke the fire. Damn silly actually.
unsound
6,115 posts
 
Too much high end pricing for low end service in this industry. Too be fair, there are some notable exceptions, that do provide outstanding service.
buconero117
2,311 posts
 
Maybe none. If the unit is under warranty, most will simply replace it and later sell the unit, repaired, as 'B'Stock.
steakster
720 posts
 
Same as Mchd1 above. One of the manufacturers that spoiled you is demonstrating very poor customer service to me. In my emails, I mentioned that I have both their cables and speakers - and still no response. Isn't there an expression that it's cheaper to keep an old customer than to find a new one?
jymc
27 posts
 
I didn't read every response and don't know if the mystery manufacturer has been identified. I do know who it is. The company (JR) manufacturers very good equipment BUT the company is based upon the 1 or 2 men and a dog business model. The top dog does everything: invents new designs, new products, repairs warranty and out of warranty items, maintains the parts inventory, even does the marketing at trade shows. There may be a girl who occasionally answers the phone. After a 2-3 month wait for a repair, I sold the gear and refrained from purchasing a highly acclaimed $13k pre-amp. What happens if the top dog dies??
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