#21
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Yes, it's kind of ironic that ARC was one of the last companies to establish an online/email contact. You established these relationships with their customer service department because you had a conversation with them and in the process felt like you knew each other on some level. I have only limited experience with their new procedures but at least in my case, so far, the system seems to be fairly efficient. I sent in a 100.2 power amp for a checkup and handled the entire transaction online. They acknowledged receipt of the amp and have periodically updated me on the status within the service department.
In my experience with customer service departments, if their primary communication contact is by phone they usually are not as careful or thorough with their email communications. Likewise if they are using an automated system they are not so prepared to provide technical information over the phone. In the case of ARC they had technically experienced people answering phone calls from customers. Now, it appears then people answering the phone are customer service liaisons rather than technical experts. This is not uncommon and not necessarily bad but does appear to represent a major culture change for ARC. |
#22
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Kalvin answered all my Qs about my LS27. He's certainly one of the most competent individuals I have encountered. This new system at ARC is a move in the wrong direction.
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#23
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They responded by email to my parts and service requests within 48h. These were within last 8 months.
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Wilson Alexia V; ARC Ref 6SE; ARC Ref Phono 3SE; Boulder 1160; Esoteric K1X; Artisan Fidelity Garrard 301 Statement; Ikeda 407; Koetsu Leopard, Coralstone; Shunyata Denali 6000T; Shunyata AC cables; Siltech Prince speaker cables; Siltech Princess interconnects, Avondale II phono. |
#24
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CanadianMaestro... Welcome to AA!
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Ivan FLORIDA MX136, MC1.2KW(10) MC2KW(2), MCD1100, MS750(2) MVP881, C1000C/P/T, MPC1500, HT-2 SUBS(2) HT3F(2) WS350(2) XRT2K, XCS2K, XR27(2) XCS350(2) JL GOTHAM v2 SUBS(2) SILENZIO MUSIC SERVER, LUMAGEN RADIANCE SCALER, SONY VPH-G90U 4K PROJECTOR, STEWART 120" MOTORIZED SCREEN, CINEMA-TECH SEATING, WW PLATINUM CABLES Reference System: ACCUPHASE A300 AMPS, C3900 PRE-AMP, DP1000 CD/SACD TRANSPORT, DC1000 DIGITAL PROCESSOR, DG-68 DIGITAL EQUALIZER, T1200 FM STEREO TUNER, PS1230 POWER SUPPLY, HRS-SXR CUSTOM RACK w/ M3X SHELVES, TAD REFERENCE ONE MK2 LOUDSPEAKERS, WW PLATINUM CABLES CAPE COD MX150, MC501(2) MC1.2KW(10) MC2301(2) MR88, MVP881, MCD1100, MDA1000, C1000C/P/T, MPC1500, ESOTERIC K-01X 30th ANNIVERSARY (BLACK) SACD/CD PLAYER, G02-X CLOCK, HT3F(2) XRT2K, XCS2K, XR27(2) JL GOTHAM v2 SUBS(2) JL FATHOM F113v2 SUBS(4) SOUND ANCHOR STANDS(2) KALEIDESCAPE STRATO & TERRA SERVERS 80-TB, LUMAGEN RADIANCE SCALER, SONY VPH-G90U 4K PROJECTOR, STEWART 120" SCREEN, SONUS FABER STRADIVARI, SILENZIO MUSIC SERVER, FORTRESS SEATING, WW PLATINUM CABLES Analog Rig: CLEARAUDIO INNOVATION WOOD, UNIVERSAL ARM w/ Da VINCI' CART, 2nd UNIVERSAL ARM w/ GOLDFINGER STATEMENT CART, HRS-MXR REFERENCE RACK-GLOSS BLACK w/ M3X SHELVES, AESTHETIX RHEA SIG PHONO-PRE, BRYSTON BHA-1 HEADPHONE AMP, WW PLATINUM CABLES Reference System: BURMESTER 911MK3 AMP(3), 088 PRE-AMP, 089 CD PLAYER, 100 PHONO PRE-AMP, 948 POWER CONDITIONER, ACCUPHASE DG-68 VOICING EQUALIZER, AVID ACUTUS REFERENCE SP TT, GRAHAM PHANTOM II SUPREME ARM, BENZ MICRO LP-S CART, GRANDIOSO P1X/D1X STACK, G1X RUBIDIUM MASTER CLOCK, N05 NETWORK PLAYER, SILENZIO MUSIC SERVER, HRS-SXR CUSTOM RACK w/ M3X SHELVES, SONUS FABER AIDA SPEAKERS, JL FATHOM F113v2 SUBS(2) SOUND ANCHOR STANDS(2) WW PLATINUM CABLES Library System: GRANDIOSO M1 MONOBLOCK AMPS, C1 LINESTAGE PRE-AMP, K1X CD/SACD PLAYER, G1 MASTER RUBIDIUM CLOCK, E02 PHONO-PRE, SILENZIO MUSIC SERVER, AERIAL ACOUSTICS 20T V2, AERIAL SW12 SUBS(2), CANTON REF K1’s, VPI HRX TT w/ SDS POWER SUPPLY, ORTOFON CADENZA BLACK CART, KLAUDIO RCM, SHUNYATA DENALI 6000/S v2, SHUNYATA OMEGA QR’s, WW PLATINUM CABLES Esoteric/Bryston System: ESOTERIC C02-X PRE-AMP, P-02X TRANSPORT, D02-X DAC, G02-X CLOCK, BRYSTON 28B3 CUBED MONOBLOCK AMPS(4), BRYSTON BHA-1 HEADPHONE AMP, SHUNYATA DENALI 6000/S v2(2) EVEREST 8000 POWER CONDITIONER(2) ALTAIRA CG & SG HUBS, AMR-DP777-SE DAC, SILENZIO MUSIC SERVER, TAD REFERENCE ONE MK2 LOUDSPEAKERS, QUADRASPIRE RACK, WW PLATINUM CABLES Accuphase/Canton System: ACCUPHASE E800 INTEGRATED, DP570 CD/SACD PLAYER, T1200 FM STEREO TUNER, DG-68 VOICING EQUALIZER, PS530 POWER SUPPLY, CANTON REF K3’s, CANTON REF K5’s, SILENZIO MUSIC SERVER, HRS MXR REFERENCE MAHOGHANY RACK w/ M3X2 SHELVES, WW GOLD CABLES |
#25
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I am bringing a Ref 5 SE that I recently purchased from an out of town ARC dealer to the ARC service department in person on Monday. The unit was damaged in shipping by rough handling by UPS. The Teflon coupling capacitors were dislodged from the main circuit board and other damage may have resulted which is not so obvious. It was well packed in its original carton and shipping materials. The carton shows external damage along one bottom edge and looks like it was dropped. The seller and I setup the service request and transportation arrangements (no more risky shipping) entirely through the ARC website and it has been a pretty smooth process so far. My email correspondence with the customer service manager, Greg Christiansen, has been efficient and to the point. I will post a follow up note when the work is complete and I have the unit safe at home.
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#26
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Quote:
__________________
McIntosh MA8000; McIntosh MC1502; Canton Vento Reference 1 DC; E.A.T. E-Flat; Soundsmith Paua Mk II; Technics SL 1210 MK5; Audio Technica AT-150 MLX; Tascam BR-20; Teac X1000R; Pioneer RT-707; Oppo UDP 205; Denon DCD A-100; HP All-In-One Touchscreen Server; JRiver MC 28; Woo Audio WA6; Shure SRH 1840; SVS SB 1000; Jolida 502BRC; Jolida JD9; VPI 16.5 RCM; Wireworld Oasis 8 Speaker Cables; Audoquest Columbia 72 DBS IC's; Panamax PM-5400 (source components only) |
#27
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Destruction of a Studer should be a capital crime.
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#28
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Picked up my Ref 5 SE at the ARC factory two days ago.
ARC expertly repaired my preamp. The drop-off and pick-up at the plant in Maple Grove went very smoothly. The shipping and receiving crew was very helpful. The entire process was arranged via the ARC website email system without any issues. Communication with Mr Greg Christesen in customer service was very easy - he promptly responded to my questions and concerns with the whole process. I also bought and paid for a couple of incidental accessories thru the web system and picked them up with the preamp. Invoices were sent to me directly via email. All in all, it was a trouble free experience. And BTW, the preamp sounds terrific- a major system upgrade.
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#29
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Still waiting on a claim for a totally restored vintage tuner that UPS managed to fold, spindle and mutilate. Don't know why folks are willing to use UPS. Have not had a problem (never say never) with Fedex or USPS (as of yet). Good to read that ARC service stands up well.
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Glenn... Canton Reference 9 Clearaudio SM Pro Focal Bathys JLA 10" Dominion Kuzma Stabi S w/MC & MM Magnepan 1,7i McIntosh MA8950 & MR88 Oppo 203 Roon Nucleus Rose Hifi RS150B Shunyata Gemini-4 Sony ST-A6B, TA-F6B, ST-J75 & PS-X75 Sorane SA1.2 & TA-1L Stillpoints LP1v2 WW Pt, Au & Ag |
#30
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I have gone directly to the ARC factory in Plymouth for service and worked with a person called Chris.
He was helpful most of the time. Do not know if he is still with ARC. |
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