Audio Research Experience (moved topic)

[MikeD]

On 4/17/2017 at 9:37 AM, Doak said:

Scary AR would push a product out that they KNEW had problems with the hope that they could fix it down the line.  Unconscionable IMO. 

...forgive my hijacking the thread- I want to share my experience with Audio Research (is that ok Chris?).  I purchased a used (like new) Audio Research HD220 hybrid power amplifier $5k under full warranty from my audio dealer a few years ago that has failed 3 times under my ownership. First, immediately upon taking home it was stuck in standby mode and had to go in for repair (and was repaired under warranty). After a few years of use it went back to standby mode and back to AR for repair (fall 2015). It was repaired and returned. It worked for A WEEK(!) then would "pop" and go into standby. I immediately let AR know (phone calls and voicemails not returned, emails not responded to until 1 year later by Kalvin Dahl their main tech, apparently he was on an extended vacation per his response email).  Mr. Dahl agreed that since i reported the issues within the standard 90-day period of return from service that repairs would be honored under warranty (got it in writing).  I sent back in September 2016, got a response December 14, 2016 from Dave in customer support that "our technician has confirmed that the unit has bad thermal trak transistors, causing it to go in and out of protection mode.  We cannot reliably repair this unit, as such, we would like offer a pair of DS450M, in natural, and free shipping, for $4,000.00.  Please advise if you would like to proceed with the new product." Sparing the gory details (i'll provide them if there's interest): (1) AR went back on their word that the unit would be fixed under warranty, (2) they went around working with a dealer, to buy me off with a replacement that they wanted to charge me $4k (f*ing insulting) and have offered me various other "deals" on Wadia products all at considerable cost to me, (3) Dave refused to replace with a working new/like new amplifier and/or offer a refund, (4) are about to consider my amp abandoned as of 5/14/17. AR knowingly passed a faulty design (lemon) off in their HD220 to the public, and have no interest in making right (there may be a few previous HD220 owners here at CA that cut their losses and took whatever deal AR offered). AR is not interested in retaining my business consumers spending ~$5-10k, which to me is big money. I did use it for a few good years and was reasonable happy with it, but now out $5k because i refuse to spend another dime with this company.  Please learn from my mistake: if you're looking to spend ~$5-10k on an AR product, you are not their target consumer and you could end up in a situation like me.

[Ralf11]

re: "under full warranty from my audio dealer"

 

1st, a full warranty is a lifetime warranty IIRC - check the Magnusen-Moss Warranty Act (if they really wrote that down)

 

2nd, it sounds like your Dealer is the problem here.  i didn't know that ARC gave anything beyond 3 years: "Audio Research Corporation products are covered by a 3-Year Limited Warranty" is what their website says.

 

3rd, I assume the 3 year warranty is for new equipment.  You say you bought used.

 

4th, It sounds like your real concern is that they did not warranty that their repair would solve your problem.  That is pretty std. as a co. repairs what they think the problem is, and then another problem develops.