Resolving Warranty Issues

[Snarl]

I have just recently had an Amplifier repaired under warranty from a reputable manufacturer, they have fixed the product and been "relatively" courteous however thay have been far from helpful beyond the bare minimum and not very forthcoming with information. It is not my intent to sling mud at this particular manufacturer but to understand my rights when dealing with a warranty repair. The unit was at most 3 Months old when the problem occured and has just been returned from the warranty repair (Approx 8 Weeks from start to finish) and appears to be working well again. I am however having trouble getting a report as to what went wrong and what was fixed, or for that matter was the original Amp even returned or a replacement. I have to date received two completely different reasons as to the failure, both were apparently my fault. The problem is (Okay I know you've heard this before) the problem was Not my fault, and the tendered cause of the failure was in my opinion clearly a "reach" as a matter of fact I was quite surprised at their responses. I am, if nothing else Fussy with my electronics, the unit itself was properly set up, shelved properly with ample ventilation, all wiring patiently checked and double checked etc.. I am convinced the problem was simply a compent failure within the amplifer, this is however just my opinion but although I'm clearly no expert I've still got a pretty good idea when I'm getting the ol' Snow Job. At this point i simply want an honest answer from the company, I just know the answers I have been getting are dubious at best. I am not sure what the manufacturers obligations are in this regard. Does anyone know what, if any, explanation an owner is to be provided on a warranty repair issue i.e. copy of the repair documents/repair etc... Due in a large part to the way I felt I was treated during this process i find myself wanting to have the company "fess-up" i.e. it's become personal I want to know exactly what happened and why but seem to be getting the "text Book" shuffle the blame answer of the day.

Perhaps my expectations are unreasonable ?

Thanks for your input.

 

[gcmarshall]

snarl:

i feel your pain. i one had a new toyota sequoia whose air conditioning had a complete and catastrophic failure FIVE times before i sold it. i finally got a meeting with toyota regional management wherein i proposed that this was a fairly well-known problem. up to that point everybody at the THREE different toyota service centers had denied ever hearing of this problem. when regional management also denied this was a known problem, i pulled out of my briefcase about an inch worth of message board/forum complaints about the SAME problem. at that moment they asked me to tell them exactly what i wanted for my trouble.

my point is, i for one would love to know which company your amp was made by. if you don't share that, the company retains all control over your situation. if, on the other hand, there is a systemic problem with said company's products and enough people cite such in public forums, they might get the message and straighten up their act.

to answer your question - it was your hard-earned money spent on the amp. they should give you a straight and thorough answer about what went wrong and what they fixed on YOUR amp.

please share the company name and model you are referring to.

best of luck.

 

[highfihoney]

just for the fact the manufacturer took 8 weeks to repair your amp i would never do business with them again,2 month repair time to me is totally unacceptable under any circumstances,is your amp made by a niche company or main stream.

as far as you wanting to know exactly why the amp failed the manufacturer is not required to give any info unless you paid for the repairs.

 

[Snarl]

Thanks So Far people appreciate the input

gcmarshall:
I enjoy the forums on Audioholics and as such am reluctant to begin a thread that could be construed as bashing a particular manufacturer, also I'm still trying to resolve with the company and want to give them every opportunity to resolve this issues amicably, I shall definetly think about what you have said and consider wether or not I should indicate the company at a later time.

highfihoney:
In all fairness approximately 3 of the 8 weeks involved included some corresponding time (E-mails/Phone Calls/Problems/Arguing Etc..) on some issues relating to the warranty claim/problem itself (part of the reason I'm displeased with the service) and some shipping time, still a long time for a 3 month old amp but worth pointing out.

 

[gcmarshall]

snarl:

just like you canucks to back down from a fight. seriously, mentioning the manufacturer does not mean you have to bad-mouth them. one can give factual info and mention the company with no ill-will involved. but, if you don't want to take advantage of the power of the internet and forums like this, that's your choice. it could be that other members of this forum have had similar problems with the same company. that's info i'd think you'd want to know.

 

[highfihoney]

highfihoney:
In all fairness approximately 3 of the 8 weeks involved included some corresponding time (E-mails/Phone Calls/Problems/Arguing Etc..) on some issues relating to the warranty claim/problem itself (part of the reason I'm displeased with the service) and some shipping time, still a long time for a 3 month old amp but worth pointing out.

i would still say that 5 weeks is borderline on crap service which suprises me very much,your amp is not cheap or low fi by any means,i can say that if i was in your shoes a 5 week wait would have really ticked me off.

im also a little suprised that the manufacturer didnt take care of you for waiting so long,i sent a 10 year old amp back to krell to have it recapped & it took 6 weeks so they refunded my money including shipping & did the job for free.

for the kinda cash we all lay out for our gear there is no excuse for bad service.

 

[Snarl]

K, i give... it was an Outlaw 755

Hifihoney tracked me down

Just wanted to keep the thread on the track, i.e. what are my rights when dealing with a warranty repair. I'm already keenly aware of the fact that the service level I received in this case was in my opinion poor at best for various reasons.

We canucks don't back down from fight's (Watch Hockey ), we just like to get all our facts right first

 

[highfihoney]

We canucks don't back down from fight's (Watch Hockey ), we just like to get all our facts right first

the best part of living near detroit is that im just as close to canada,even though our red wings are the best team on ice the canuck's still throw a better party than we do,thats where im heading super bowl weekend

 

[gcmarshall]

snarl:

you're right - you canucks were right there with us in northern france pushing back the nazi war machine. and, you're also right - so many canadian hockey players without front teeth is proof positive of your fortitude.

i have never owned outlaw. i can say some communication i had with them recently about potentially buying one of their amps was very positive.

i don't know what the law is about a warranty repair, but as somewhat of a consumer advocate and having been through the aforementioned issue with a major auto maufacturer (toyota), i can offer what i feel is reasonable advice.

it is YOUR product. you have a right to know exactly what failed and exactly what they did to it to fix it, regardless of whether or not the cost was covered by warranty. you need to know this because if the same thing goes wrong in the future (before or after the warranty expires) you need to know if you have a lemon (ie, the same failure over and over in a relatively short period of time - worst case) or if the next problem is totally unrelated to the first problem.

if they are not responsive to your inquiry via phone or e-mail (and i would insist on something in writing for you "files"), then pen a very NICE, professional and courteous letter to the president or other upper-management telling them your situation and asking for the info you seek. if ANY product experiences the same failure over and over in a reasonable period, you would be protected under most states small claims laws if you needed to really push for a refund/exchange out of warranty or in warranty. but, you will need proof of what broke, what was fixed, how many times, etc. thus the reason you have every right to the details you seek.

proceed politely, but firmly. if that thing fails again (and especially if it is the same problem), i would insist they send a replacement or give you your money back.

that being said, my advice is what i am used to in the states. i dont know what customs or small claims laws are like up there.

in my months of reading about amps, manufacturers, etc., i have generally read very positive things about Outlaw. i bet with the proper strategy you will end up happy.

 

[gcmarshall]

snarl,

just found your november post about the amp and the related problems (replacement box, etc.). that is exactly why i have refused to buy anything but ultra cheap amps (ie under $200) on the internet. by buying from local dealers only for expensive purchases, i can always go to a human being and raise a fuss if a problem arises. and, i can raise a serious fuss.

 

[Snarl]

snarl,

just found your november post about the amp and the related problems (replacement box, etc.). that is exactly why i have refused to buy anything but ultra cheap amps (ie under $200) on the internet. by buying from local dealers only for expensive purchases, i can always go to a human being and raise a fuss if a problem arises. and, i can raise a serious fuss.

The price/spec ratio hooked me, live and learn I guess

BTW the Amp does Rock and up till the failure I was very pleased with the Outlaw product as they are well regarded, it may be my service rep was not the best who knows. Right now I'm happy I got the unit back but want to know why it failed, all my other equipment was tested (local Shop) and is "A" okay so I'm sure I had a Bum Amp, just hoping to confirm it.

 

[mtrycrafts]

we just like to get all our facts right first

Yep, as was mentioned above, having the facts on your side has real meaning, ability to resolve the problems.

Car companies deny until you shove evidence in their face, and then they still try to. They don't care about customers. Not many companies do