Faulty 7 month old amp

[admin_exported]

Just a question regarding your thoughts on the service you would expect.

If your shiny new 7 month old av amplifier developed a fault would you expect or be happier with a replacement, a refund, or a repair?

 

[Andrew Everard]

I'd hold out for a replacement or refund.

 

[Anonymous]

Thank you Andrew. Thats what I would have expected, at least a replacement and what I thought would have been the case. Particularly as the retailer it was purchased from has such high standards of customer service within these walls.

 

[Andrew Everard]

Nothing like a good spot of insinuation - spit it out, man!

 

[Anonymous]

Hello Andrew, you see its like this.

I did my research, as you do, for the most reputable online retailer that had the highest reviews for customer service and satisfaction.

One that prides itself with a high regards for customer satisfaction and service, one with whom I would be safe in the knowledge that if there was a problem/fault with the item purchased it would be dealt in a way that you would expect from such a highly acclaimed supplier.

I did the research due to experiences with my sons XBOX 360 and getting that replaced when it developed a fault (just inside the 12 month warranty period)

So I had hoped that I would be secure in the knowledge that if a fault should occur with the amplifier I purchased it would also be replaced in a reputable fashion and not have to have it repaired. It is after all only 7 months old.

I bought it from Frank Harvey's Hi Fi Excellence.

 

[TheHomeCinemaCentre]

It depends on the fault really. If your amp has blown up in smoke that is very different from a single LED not working.

 

[Anonymous]

Well yes that is very true. It is sitting here close to me in one piece, no smoke yet thankfully.

While I've been sitting at my PC, two feet away from the right speaker, I'm hearing a crackling fizzing sound, which I wrongly thought was background static from my pc (connected to the amp via optical).

I realised the other day after turning off the PC the static/crackling sound was still there but only from the right speaker. The sound remains there even when muted. Yes I have done all the checks, it is the amp not the speaker.

Its a fault I wouldnt have expected for such a young amp. Especially as my older amp is ten years old and never once had such a thing as a hick up!

 

[Frank Harvey]

I'm sorry to hear of your problem pedro33.

First port of call is to get the amp back to us so we can verify the fault - at this stage, it is unknown. Once we can identify the problem, we can swiftly take the relevant action.

Just a few things to check though before doing that: make sure all cable connections are secure - any stray strands of cable could be causing a problem. Also, try swapping the left and right speaker cables over at the amp end and see if the noise changes over to the other speaker. If not, it's a speaker issue.

 

[Anonymous]

Hi David, thank you. I did telephone your store regarding the fault after first calling Yamaha for advice re the fault.

Im hoping to bring the amp in to you tomorrow all being well.

Its funny in a way because when I ordered the amp I mentioned to Mauro that I would one day like to come over to see your store. I guess now I have a good excuse or reason to make the long drive over there.

Thanks again for your response

I just saw you had added to your post, I have carried out the swapping of speakers/wires disconnected all leads/inputs before calling Yamaha and afterwards as advised, a factory reset. Sadly its the output from the right terminals of the amp.

 

[Anonymous]

So pedro, if as you say they have a good reputation, why did you not contact them first?

I have dealt with Frank Harvey many a time, and I know that if I phoned they would do their utmost to insure I went away happy.

I would do all checks on the amp and ensure everything is were it should be, and then contact Frank Harvey.

 

[Andrew Everard]

canada16:So pedro, if as you say they have a good reputation, why did you not contact them first?

You see, the OP - and the follow-up - gave me the impression he had done, but was not getting a satisfactory resolution. Clearly not, as it now turns out...

 

[Anonymous]

Good afternoon canada, you will be happy to know that I carried out the checks you mentioned and then called Yamaha for advice before troubling Frank Harvey's with the problem.

Thanks for your advice though.

 

[bigblue235]

pedro33:

Just a question regarding your thoughts on the service you would expect.

If your shiny new 7 month old av amplifier developed a fault would you expect or be happier with a replacement, a refund, or a repair?

I'd be happier with a replacement or a refund, but since I wouldn't actually be automatically entitled to one of those, I'd expect a repair. A 7 month old amp may still be shiny, but it's not new. So although you can still seek a replacement/repair, your right to demand one has gone.

As Canada says, if, by your own admission, you picked Frank Harvey due to the belief that they offered great service, why didn't you give them the opportunity to demonstrate this great service, rather than making a thread on the forum beforehand? It's almost as if you just wanted a few folk to agree that you should get what you want, just to strengthen your case...

 

[Anonymous]

Pedro has confused everyone, it seems like he has not contacted Frank Harvey and wanted to know our opinion.

But turns out he did contact them, but we have no idea what they said.

Maybe the OP should have just said, I have a 7 month old amp which is dead, and contacted the shop who said I could not get a replacment and would have to be fixed, what are my rights, thread.

Just seems as we didnt have all the facts

 

[Anonymous]

Hello and thank you all for your contributions, I apologise if my post has confused some of you with the way it has unfolded. I'm more used to reading the threads rather than posting one.

My original post was to enquire into the general opinions of those who buy kit such as this and whether or not they would expect a piece of equipment to fail so soon. Also to see if any one had similar experiences with equipment that had developed a fault early on and what service they had received or would expect from their supplier.

As with any one who may buy something new and have it become faulty, it's a disappointment. As with my older amp, still working well ten years on bless it, to buy a new one and have it fail so soon is a shame. No disrespect to Frank Harvey's, I do realise they didn't build the Amp.

Just to clarify though, for those who asked:

I first of all called Yamaha support line for advice on what might be causing the fault and that I had tried swapping speakers etc. A factory reset was advised and if that didn't cure it then it was the amp that had a problem.

I then called Frank Harvey's regarding the problem with the amp and was advised to return the amp to them so it could be sent off for repair, when I asked if that was the only option available the answer was yes. The person I spoke to was an employee of Frank Harvey's.

I will add that it wasn't David that I spoke to on the phone;

I will also add that this tiny thread, that has evolved quiet interestingly, should not in any way damage Frank Harvey's long standing excellent reputation.

It was good of David to actually contribute to the thread as he did.

 

[Anonymous]

Ok, now we have all the facts.

The retailer, does not have to replace, they need a chance to fix it, and repair is not always a bad thing, I have seen some decent refurbs that have gone on to live a long long life.

All they are going to do is open it and fix the selcted item, and maybe give it a clean.

I would say if it came back with the fault then yes, I would ask for a replacment, or maybe if it occured again I would ask for one.

But if it was me and my SC-LX then I would let them try fix first. I would not expect a replacement.

Hope all goes well and keep us informed.

 

[kinda]

I had a similar fault, (not on a Yamaha), that turned out to be complex to resolve. My amp was out of warranty but the manufacturer kindly offered a cash settlement instead of a complex repair, so your amp being within guarantee you may well get a replacement amp.

 

[Frank Harvey]

One thing we never do is to give anyone false hopes of a definite replacement. This will always sound great in an initial conversation, but if that hope fails to come good, it will then seem like we've failed to deliver on a promise. The very least that will be done is a repair from an authorised service centre, and if we can, wherever we can, we'll do all we can to get a replacement from the manufacturer. After a certain period of time, this becomes harder to achieve, especially when the item in question has been discontinued, unless under certain circumstances.

 

[grdunn123]

David, I think everyone who has followed this thread will see it for what it is. You shouldn't have to put yourself out to explain this guy's actions

 

[Anonymous]

Sure David didn't have to say anything but then he is a decent guy who will put himself out.

I believe that David is a whole lot more than most other retailers could and should be. David appears to me to be a type of guy who will put himself out to be helpful and polite in ways that others may not do so. David seems to be very much a rare individual as far as retailers staff are concerned these days (in my previous experience at least).

Although I took in my amp (sad as I am to have it have a problem and need a repair so soon) David with his own manner of politeness made me feel right at ease and confident that Yamaha themselves will be repairing the amp. It was for the first time a pleasant experience returning something with a fault.

David didn't have the usual attitude that you normally get when returning an item to a retailer, of which we read about and experience ourselves from time to time which was a pleasant change indeed.

Did I leave Frank Harvey's feeling ok about having to send my amp off for a repair as opposed to a replacement? Thanks to David's attitude yes I did.

 

[Anonymous]

Everytime I speak to someone at Frank Harvey they are more than happy to help.

But I have bought my entire system from them, but not all the staff now who I am.

Maybe the person you spoke to the first time, should have explained things more, or maybe he didnt have a cup of tea yet.

 

[Anonymous]

Gosh you were quick off the mark, were you waiting to see if I added something after visiting Frank Harvey's.

I think it best to just pay my compliments to David regarding my visit today.

All I will say is that I think if David had answered the phone he would have been David, if you understand that.

I enjoyed my briefe time there in David's company he is a realy nice fella and he likes the same kind of music I do too bless 'im.

 

[Anonymous]

TBH

I dont really like dave, he is the moodiest of them all

LMAO

I am sure it will all come good in the end, best of luck with the repair.

 

[Anonymous]

Thanks Canada for your posts and good wishes

I'm hoping it will return as new, I'm quietly confident my baby will be in good hands. I'm sure Frank Harvey's and Yamaha will look after it well; it's the bit in-between that frightens me.

To some it may be just a box to shift from A-B and B-A but please handle with care those lovely folk that do the transportation part. I feel like I did when my wee lad went on his first school trip. I miss my baby and hope he comes back in one piece.

 

[Frank Harvey]

I'm only moody when you call Canada

Thank you for the compliments 'pedro' - you make it sound like I paid you!!

And don't forget, gROUSe