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Audio Research State of the Art Audio Reproduction

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  #21  
Old 01-31-2017, 08:35 AM
randyhat randyhat is offline
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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.
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  #22  
Old 06-09-2019, 09:06 AM
CanadianMaestro CanadianMaestro is offline
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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  
Old 06-14-2019, 01:25 PM
djcxxx djcxxx is offline
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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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  #24  
Old 06-14-2019, 02:07 PM
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CanadianMaestro... Welcome to AA!
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  #25  
Old 08-10-2019, 08:00 PM
sleeper sleeper is offline
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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  
Old 08-18-2019, 03:26 PM
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FreddieFerric FreddieFerric is offline
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Quote:
Originally Posted by sleeper View Post
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.
UPS strikes yet again! You should've seen what they did to my friends Suder A810. Totally destroyed would be a good place to start. Sorry to read about this misfortune. Hopefully ARC will get you fixed up quick.
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  #27  
Old 08-23-2019, 09:50 PM
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Quote:
Originally Posted by FreddieFerric View Post
UPS strikes yet again! You should've seen what they did to my friends Suder A810. Totally destroyed would be a good place to start. Sorry to read about this misfortune. Hopefully ARC will get you fixed up quick.
Destruction of a Studer should be a capital crime.
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  #28  
Old 10-10-2019, 12:28 AM
sleeper sleeper is offline
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Default 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  
Old 10-11-2019, 09:46 AM
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Quote:
Originally Posted by FreddieFerric View Post
UPS strikes yet again! You should've seen what they did to my friends Suder A810. Totally destroyed would be a good place to start. Sorry to read about this misfortune. Hopefully ARC will get you fixed up quick.
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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  #30  
Old 12-02-2019, 09:22 PM
6dj8 6dj8 is offline
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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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