McIntosh MEN220 Output Defect - How much longer until corrected?

[Haurock]

I think it might be wortwhile those AA members, who are waiting for a solution, got together and wrote a letter to the CEO of McIntosh and present him the letter as a group. I am quite confident that this would provide a rather quick answer and an explanation of what the current situation is and when a firm fix will be provided.

[Still-One]

Originally Posted by wakkz

I thought they tested everything they send out?

That does not mean they test it with every different configuration of amp they send out.

[jdandy]

Originally Posted by T-3G

Okay, I understand that shit happens sometimes, but along with their test team their PR and customer support team suck also.

I'm talking about COMMUNICATION - this is PR/customer support 101. People aren't angry for the design flaw (unintentional), but people are upset about your lack of communication (intentional).

T-3G.......In defense of McIntosh Customer Support, these are good people who come to work each week day trying to do the best they can with what they have to work with. They don't make corporate policy, they follow it. You know the drill. It is easy to misdiagnose the problem as centering around Customer Service, and then want to vent at individuals who have nothing to do it. Our problem is just one of many that are heaped on the Customer Service folks everyday. To us, our problem is top priority, and rightfully so, but the Customer Service department isn't the problem. It is upstream from these people where the decisions are made on how to deal with problems like the MEN220 balanced output flaw, so beating up on the people who handle Customer Service isn't the answer. They are restricted to doing what they are told to do. Most of the time they are able to help, but concerning the MEN220 issue they are the messengers, doing the best they can with the information they are provided.

Having said all that, I agree that the corporate level failure to communicate with MEN220 customers is an inconsiderate, and arrogant position to take, especially since MEN220 buyers are not first time McIntosh customers buying this component on a whim. Most are serious investors in McIntosh audio components, and the MEN220 was added to an already top notch McIntosh setup. In other words, these are loyal, long time McIntosh customers. The intentional disrespect for these customer's legitimate concerns about a design flaw in a $4500.00 audio component is inexcusable, in my opinion. That is the real issue that has me irritated. We should not be left holding a flawed product with no idea about when or how it will be corrected.

[woodlander]

I have to admit I am starting to wonder. I believe that McIntosh is a quality company and will, in time, get this issue resolved, but they could save us all some irritation by just telling us what is going to happen.

Doesn't common courtesy apply to corporations?

[T-3G]

Dan, your point is well taken.

However, this is a real test for McIntosh. I don't know how the decisions are made at McIntosh, but where I work the job of the head of the PR or customer support department are to figure out:

1. The right thing to do for the customer
2. The best thing for the company
3. Come up with a "Make Good Plan"
4. Fight the "wrong" decisions made by the upper management

If they're just doing whatever they were told by the management, the management really doesn't have any reasons to hire them in the first place. PR/customer support are responsible for customer retention. If they are fighting with the management, well, I must give them credit for that, but as a customer I want to support them by giving them more ammunition by being "loud" on this forum.

I hope you get my point, I'm not bashing, I'm merely telling them to DO THE RIGHT THING (communicate!).

[Poobah]

Originally Posted by jdandy

Sal.......I would not want a known defect to exist in my MEN220 even if it did not cause an overheating issue with my balanced amps. What if I want to sell it, and the next owner has the problem. He is going to be most unhappy with me for selling him a defective MEN220. McIntosh needs to fix every single defective MEN220.

I 100% agree... Not to beat a dead horse, but honestly I still think that returning the defective units may still be the best way to partially fix this perticular problem.. Perhaps it would help Mcintosh learn not to take it's customers for granted? or at least encourage more communication in the future?

[Masterlu]

Originally Posted by Poobah

I 100% agree... Not to beat a dead horse, but honestly I still think that returning the defective units may still be the best way to partially fix this perticular problem.. Perhaps it would help Mcintosh learn not to take it's customers for granted? or at least encourage more communication in the future?

How would you return the units when the dealer's have already paid McIntosh?

[lwschwartz]

It seems to me that the "few" MEN220 users experiencing the problem are taking a back burner to the roll out of new products, more new products to come and opening the new sales channel through Best Buy. When I asked about a similar situation at Mercedes in the early 90's, I was told at the factory that the new focus was on increasing unit sales. The loyal customers will be attended to "in due course". Probably the only option is to start returning them to McIntosh. Everyone here having the problem will have to call the factory to get an RMA # by telling MAC Customer Support that their unit is causing an overheating problem that you are afraid could cause a fire hazard. When they hear that, they should take it in and fix it. Unfortunately, you may be without your unit for 3 months as it works it way through the service que.

[lwschwartz]

Has anyone compared the MEN220 to the Bryston Crossovers? Bryston makes both the subwoofer version and a standard active crossover that you can set the crossover points. Unless Bryston has made changes, their crossovers are work at the analogue level. It seems the MED220 converts the signal back to digital processes it and then reconverts it to analogue to send to the Amplifiers. Does that defeat part of what we do in getting stable transports, great DAC's, etc. As you know, the software is designed to drop any perceived errors. The CD format already compresses much of the music away. It would be nice not to lose more to redundant conversions. I have used the Infinity Crossover/Servo that came with my IRS V's, the NHT sub crossover, a dbx crossover, an Ashley crossover, the Bryston, and have heard the Krell. The Krell is no longer available but was probably the best. The Bryston seems a close second.

[vintage_tube]

A new week has passed and yet another MEN220 defective thread.

According to McIntosh a dealer bulletin was sent out recently concerning repairs to those affected units and it basically states in so many words, that repairs will need to be made at the factory & are being held up by lack of parts & therefore RMA's are not being generated until parts are in house and at that time McIntosh will generate dealer notices to initiate RMA procedures.

McIntosh does not want to initate RMA processes on the MEN220's until those parts are, like I mentioned, available and repairs performed. McIntosh does not want to have units sitting around the factory floor awaiting parts for an extended period of time.

Once the parts are in, they want units returned, repaired immediately & shipped back out. Makes sense.

One thing that one can do to possibly help the factory identify users with MEN220's is to register their unit (on line). Right now, of the units sold in the USA, less than 20 have been registered (on line). If your unit isn't registered, doesn't mean it won't be repaired, it just means their is no correlation between the unit and the owner for possible "factory > user" notification down the road should that correlation be needed.

Bob