ARC Customer Service

[TMcD]

I had one of the K120 tubes go in my Ref 110, called ARC this morning and spoke to Calvin, he could not have been more helpful.
Customer service these days is often pretty poor, I think it is worth acknowledging when it is good.

[Masterlu]

A Huge +1

[Ritmo]

Outstanding!

[Bavarian05]

Hi Crimsondonkey,

Is your Ref 110 still under warranty? This is the first I have heard of noisy transformers on that unit.
Mine has thankfully been totally silent (other than the cooling fans of course). I can't imagine why they wouldn't
be willing to troubleshoot your unit and replace the noisy transformer if still within the warranty period.
Sorry to hear you are having trouble.

-Jason

Sent from my iPad using A.Aficionado

[Elberoth]

My Ref 110 was also dead silent.

[cmalak]

Mine too.

[cmalak]

That is disappointing. I have generally had nothing but very solid customer service from ARC but I must admit I have not had any issues since my gear has gone off warranty, so don't know if my experience will change

[Elberoth]

That is surprising, the stories I heard from the ppl I know and all the stories I read over the internet, were all very positive regarding ARC customer support. My experience with ARC has also always been A+.

Did you try to contact ARC in the US or your local distributor ?

[microstrip]

This is strange - the few times I had doubts about technical issues people at ARC were always very helpful. They do not have email, but were always helpful on the phone and loved sending faxes!

My REF110 was completely silent, as well as the REF150 it is playing now.
Are you sure that you do not have a mains over-voltage or distortion problem? A good friend of mine had horrible buzzing problems with his system and they all vanished the day he tried a PurePower regenerator.

[adiobum]

My 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