ATI - Warranty Customer Experience: Positive

[Cos]

The vast majority of posts we see about a company's warranty experience tends to be negative. I thought I would share my positive experience when I had to send in my AT524NC amp to ATI for repair. I started to expereince slight buzzing noise (not 60hz ground loop) that started to manifest itself on a unit that has been silent up until that point.

• I reached out via email: I prefer phone, but most of the vendors only have emails listed
• Completed the fields on their website describing my problem
• Was promptly followed up with by John Baloff (I filled out the night before, he responded the next morning)
• Was professional, asked some good trouble shooting questions. Again, all my responses were promptly responded to, no waiting days or even hours.
• While I was doing some of the trouble shooting, I noticed one of the push locks for the XLR ports had popped out. At that point we just decided to send it in to check it out.
• Yes, I paid shipping to ATI (That does not bother me at all, even though 50lbs is not cheap from Chicago to CA)
• ATI received my unit Tuesday afternoon the week of thanksgiving
• The whole repair process including return shipping back will be less than two weeks.
• In the end they just replaced the XLR and replaced the caps on the input board

As far as support goes, I would give a solid A to ATI. Prompt communication throughout the process and they were very easy to work. The turnaround time was very quick.

While there may be amp companies that have slightly better SIDNAD measurments or even less expensive, there is something to be said for solid service and support. I have been lucky as I have had good customer experiences with Anthem, Parasound, ATI and these are the companies I will continue to do business with.

 

[AcuDefTechGuy]

Good to know. Thanks for posting, Rob!

I’ve sold a lot of brand new ATI amps, and I have not yet heard anyone needing services. I mean it could still happen, but just not yet and hopefully never will.

I usually talk to ATI staffs on the phone, but emails are also good as you stated.

Was your ATI amp bought used/preowned, instead of brand new from ATI?

I assume yours was warranty service. But in addition to warranty repairs, ATI also does out-of-warranty repairs, unlike some people.

And the ATI 7YR warranty is only 2nd to the 20YR Bryston warranty (that costs a lot more).

 

[adk highlander]

I had the same experience with even B stock units many years ago. Never any delay and other than paying to ship out didn't spend a dime. They even did extra cleaning and maintenance without me asking.

 

[Cos]

Good to know. Thanks for posting, Rob!

I’ve sold a lot of brand new ATI amps, and I have not yet heard anyone needing services. I mean it could still happen, but just not yet and hopefully never will.

I usually talk to ATI staffs on the phone, but emails are also good as you stated.

Was your ATI amp bought used/preowned, instead of brand new from ATI?

I assume yours was warranty service. But in addition to warranty repairs, ATI also does out-of-warranty repairs, unlike some people.

And the ATI 7YR warranty is only 2nd to the 20YR Bryston warranty (that costs a lot more).

I got it from one of my local dealers as a demo unit with full warranty, it happens. The important thing is how they handle it, and they did that extremely well. Yes, cost me shipping to and that is it.