ARC Customer Service

[Dafos]

Crimson, My former ref 110 also had a buzzy mains transformer but luckily it manifested itself within the warranty period. ARC seems to be quite cooperative with minor problems but turns defiant when one claims that a major component may be defective. In my case, they told my dealer that I should try using a better isolation rack to solve the buzzing problem! They then requested that i provide pictures of the amp in situ to make sure that the buzzing tranny was not a result of improper placement. Cmon, would a buyer of such an expensive piece of gear place it on top of a subwoofer??? And yes, the mains is a costly item, if I remember roughly 1k usd so 550 pounds is par for the course.

[metaphacts]

Originally Posted by Dafos

Cmon, would a buyer of such an expensive piece of gear place it on top of a subwoofer???

Not making light of your situation in any way shape or form, but you'd be amazed at how often things like this, and far worse, are done by end users.

[jwhite613]

adiobum... Welcome To AA!!!

[cmalak]

Originally Posted by adiobum

My experience customer service experience with my used Reference 3, was exceptional! I bought the unit used, with about 200 hours on it, from an authorized ARC dealer on Audiogn. It was not in warranty as I was the second owner but it was in warranty based on age. I used the unit for a few hundred hours, then I rearranged my components. On starting everything up the Ref3 volume control was fixed at maximum. I contacted Customer Service at ARC and they very courteously walked me through trouble shooting it to no avail; then asked that I return it for evaluation.

After ARC received the unit they called to tell me that it had no problem and suggested what the culprit was - I will leave this out to preserve my ego. They explained that they would return the unit to me and I thanked them.

When it arrived in a new box there was a service invoice for $0 and a list of about 20 or 25 parts that they upgraded to the latest specification. WOW!

I will be buying ARC again over anything similar. This is what I hope my customers experience.

As an addendum to this long story, I saw Dave Gordon at RMAF2011, thanked him for the above and he took the time - room packed with customers - to bring his CS manager over so I could thank him. Class act.

Hg

adiobum...welcome to AA and thank you for sharing your story. My experience with ARC has been similarly positive.

[Dafos]

Living in Asia, our problem is talking via long distance to ARC's technical department is an expensive option. So I'm forced to relay my problem to the local dealer and maybe somewhere along the way some facts may have been distorted or misunderstood. Users in the US can burn the lines and carefully explain problems to the service head, which I believe minimizes, if not prevents, any potential misunderstanding between customer and manufacturer.

[metaphacts]

Originally Posted by Dafos

Living in Asia, our problem is talking via long distance to ARC's technical department is an expensive option. So I'm forced to relay my problem to the local dealer and maybe somewhere along the way some facts may have been distorted or misunderstood. Users in the US can burn the lines and carefully explain problems to the service head, which I believe minimizes, if not prevents, any potential misunderstanding between customer and manufacturer.

This makes it so tough for you. One of my favorite bits on the old Johnny Carson Show was when Johnny would whisper something into the ear of the person next to him. That person would relay to the next person. After just 4 people the message bore no resemblance to the original sentence Johnny whispered.

My point: I agree that the message had to be distorted by the time it got back to ARC and their message was likely distorted by the time it got back to you.

For these kinds of situations, the digital camera and email can help everyone. A few clear pictures and factual bullet points describing the issue and what actions you have taken can often get past the problem of "Lost in Translation."

But even then it has to be very frustrating.