I assumed you have talked to the manager and can't get satisfaction on their screw up....If that is the case, mail it to them, pay the $60, get it back to working shape. It is not worth the stress and drive of what amounts to the cost of 3 DVDs. Then, never buy NAD again.
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Need Advice On Dealing With Poor Warranty Service
i have an NAD 752 receiver thats starting to give me a hard time.
the gist of the situation is- i took it in shortly before the warranty was up to get the 'fan fix' done.
i was almost not going to bother because i was afraid this is what was going to happen.
the service center i had to take it to was about a 2 1/2 hour drive away (almost 2 full tanks of gas going back and forth) and also ended up costing me almost $20 in thruway tolls.
not to mention 10 hours of driving.
it was originally supposed to take a week, but it ended up being 2 months before i could actually pick it up.
the fan has been fixed but now i find that the surround channel information is bleeding into the front speakers.
this was not an issue when i originally took it in
i am enraged at the thought of not only having to pay out another $60 to get it re-serviced to fix what they obviously screwed up in the last service run, not to mention the 10 hours of drive time, and the kicker- again being left without a unit for another month.
this is my down time for the year.
by the time i get it back, it will be time to go back on the road.
what is the best way to deal with this?
who should i direct my venting to?
does it do any good to demand a new, replacement unit?
how about demanding they go to the expense of picking it up?
any advice on effectively dealing with this would be greatly appreciated.
it took me a long time to settle on the right reciever.
i thought i had found it with the NAD.
i loved the sound quality, but after buying it i quickly came to learn of the poor quality control issues with this mfg.
i still love the sound it can pump out, but right now i feel like finding the nearest dealer and heaving it thru his front window.
the gist of the situation is- i took it in shortly before the warranty was up to get the 'fan fix' done.
i was almost not going to bother because i was afraid this is what was going to happen.
the service center i had to take it to was about a 2 1/2 hour drive away (almost 2 full tanks of gas going back and forth) and also ended up costing me almost $20 in thruway tolls.
not to mention 10 hours of driving.
it was originally supposed to take a week, but it ended up being 2 months before i could actually pick it up.
the fan has been fixed but now i find that the surround channel information is bleeding into the front speakers.
this was not an issue when i originally took it in
i am enraged at the thought of not only having to pay out another $60 to get it re-serviced to fix what they obviously screwed up in the last service run, not to mention the 10 hours of drive time, and the kicker- again being left without a unit for another month.
this is my down time for the year.
by the time i get it back, it will be time to go back on the road.
what is the best way to deal with this?
who should i direct my venting to?
does it do any good to demand a new, replacement unit?
how about demanding they go to the expense of picking it up?
any advice on effectively dealing with this would be greatly appreciated.
it took me a long time to settle on the right reciever.
i thought i had found it with the NAD.
i loved the sound quality, but after buying it i quickly came to learn of the poor quality control issues with this mfg.
i still love the sound it can pump out, but right now i feel like finding the nearest dealer and heaving it thru his front window.
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Did you buy the receiver from a local dealer? If so, this is/should be the dealer's problem, not yours. Make it clear (firmly but politely) that said local dealer won't receive any more business from you if they don't make it right. If you didn't buy from a local dealer, well, this is the downside risk of mail/internet-order: if things go wrong, there's no one to help you. BTW, some dealers are more helpful than others -- and this is a very valid (IMHO) way to pick the dealers you want to do business with in the future. My own experiences have made me put the manufacturer's customer service reputation high up on the requirements list -- and I tend to buy locally (though I shop carefully) to have local help available.
Thebland gave good advice above: get it fixed, and buy from a different manufacturer in the future. Use UPS or one of its competitors to ship the receiver: it sounds like it will be much cheaper than gas + tolls, not to mention 10 hours of your time. If you're really unhappy (bad service experiences give me mental blocks about components, and I've had a couple horror stories), sell/trade the unit after it's fixed for something else.
Good luck!
Drew Dean
Thebland gave good advice above: get it fixed, and buy from a different manufacturer in the future. Use UPS or one of its competitors to ship the receiver: it sounds like it will be much cheaper than gas + tolls, not to mention 10 hours of your time. If you're really unhappy (bad service experiences give me mental blocks about components, and I've had a couple horror stories), sell/trade the unit after it's fixed for something else.
Good luck!
Drew Dean
i bought the unit online from Yawa.
i don't really have any complaints against them.
when i originally inquired about getting the fan fixed, they simply gave me the number of NAD, who in turn gave me the number of the closest service center where i 'could take it'.
i've talked to both NAD tech support and the service center.
they are sending me a shipping label for me to send it back to them.
in response to my frustrated (but calm and civil, i thought) venting, the guy told me, "why didn't you just ask for a shipping label. almost nobody comes in person to pick their things up, even people that live in the area."
what really bugged me though, was that he was absolutely incredulous that i was experiencing the problem that i am (surround channel information bleeding into the front channels at full volume).
this wasn't happening before i took it in to get the fan fixed, so it is ovbvious to me that something occured most likely while it was being fixed for that.
He was adamant that there was no way that could possibly be.
well, i only know what i am hearing- and it is not silence in the front channels when running the circular test tones.
they promised me they would let me know within three days what was wrong with the unit (personally he doubts anything actually is, and wants me to send along the copy of Avia to see if it will show up on another unit).
3 days to look at it and back and forth is a week right there.
and how much you want to bet that the response will be "you're right. there is a problem there. we can't fix it though and have to send it back to NAD- just thought we would let you know since there is a note on your account that you want to be notified first..."
as far as not buying NAD again-
if this could get resovled quickly and to my satisfaction- and no other problems crop up for many years after, i would like to keep NAD in my sights.
i spent a while looking for the right reciever and demo'd all the brands that recommended on these forums, and the NAD was clearly the best sounding one i heard.
there was an apparent difference.
the irony of course, is that even on that demo unit one of the front channels went out, while i had it for the weekend.
i thought it was just a fluke.
when it came time to order, since i was getting the latest model, i also figured they would have caught all the bugs on the old ones by then...
oh well
i don't really have any complaints against them.
when i originally inquired about getting the fan fixed, they simply gave me the number of NAD, who in turn gave me the number of the closest service center where i 'could take it'.
i've talked to both NAD tech support and the service center.
they are sending me a shipping label for me to send it back to them.
in response to my frustrated (but calm and civil, i thought) venting, the guy told me, "why didn't you just ask for a shipping label. almost nobody comes in person to pick their things up, even people that live in the area."
what really bugged me though, was that he was absolutely incredulous that i was experiencing the problem that i am (surround channel information bleeding into the front channels at full volume).
this wasn't happening before i took it in to get the fan fixed, so it is ovbvious to me that something occured most likely while it was being fixed for that.
He was adamant that there was no way that could possibly be.
well, i only know what i am hearing- and it is not silence in the front channels when running the circular test tones.
they promised me they would let me know within three days what was wrong with the unit (personally he doubts anything actually is, and wants me to send along the copy of Avia to see if it will show up on another unit).
3 days to look at it and back and forth is a week right there.
and how much you want to bet that the response will be "you're right. there is a problem there. we can't fix it though and have to send it back to NAD- just thought we would let you know since there is a note on your account that you want to be notified first..."
as far as not buying NAD again-
if this could get resovled quickly and to my satisfaction- and no other problems crop up for many years after, i would like to keep NAD in my sights.
i spent a while looking for the right reciever and demo'd all the brands that recommended on these forums, and the NAD was clearly the best sounding one i heard.
there was an apparent difference.
the irony of course, is that even on that demo unit one of the front channels went out, while i had it for the weekend.
i thought it was just a fluke.
when it came time to order, since i was getting the latest model, i also figured they would have caught all the bugs on the old ones by then...
oh well
Quote:
very good point!
| Originally posted by ddean Did you buy the receiver from a local dealer? If so, this is/should be the dealer's problem, not yours. Make it clear (firmly but politely) that said local dealer won't receive any more business from you if they don't make it right. If you didn't buy from a local dealer, well, this is the downside risk of mail/internet-order: if things go wrong, there's no one to help you...... |
very good point!
yeah i kind of knew the downside to buying online.
but since they were authorized sellers, and there was a warranty, it didn't really weigh on me that much.
and, the bottom line, even if i had gone locally, it would still come down to that i am without the use of the unit for XX time.
the way my job is, i'm on the road for extended periods and off for serval weeks- months.
it works out great to get this stuff serviced while i am away- but to still not have the use of it after being gone for a month and 1/2 is very aggrevating.
but that's really all this is in the end.
just frustrating.
its not life or death.
just disappointing.
and very inconvienent.
but since they were authorized sellers, and there was a warranty, it didn't really weigh on me that much.
and, the bottom line, even if i had gone locally, it would still come down to that i am without the use of the unit for XX time.
the way my job is, i'm on the road for extended periods and off for serval weeks- months.
it works out great to get this stuff serviced while i am away- but to still not have the use of it after being gone for a month and 1/2 is very aggrevating.
but that's really all this is in the end.
just frustrating.
its not life or death.
just disappointing.
and very inconvienent.
Quote:
As I said, I've had some horror stories -- in fact, I'm near the end of one right now.
But I've had some good experiences, too. The right answer (and yes, I've gotten this one, too) is "We'll meet you at your office; bring us the defective piece, and we'll swap it for a loaner." Needless to say, I'll probably send some more business their way.
Glad to see that you're keeping this in perspective; it sure can be frustrating.
Drew Dean
| Originally posted by ckolchak yeah i kind of knew the downside to buying online. but since they were authorized sellers, and there was a warranty, it didn't really weigh on me that much. and, the bottom line, even if i had gone locally, it would still come down to that i am without the use of the unit for XX time. the way my job is, i'm on the road for extended periods and off for serval weeks- months. it works out great to get this stuff serviced while i am away- but to still not have the use of it after being gone for a month and 1/2 is very aggrevating. but that's really all this is in the end. just frustrating. its not life or death. just disappointing. and very inconvienent. |
But I've had some good experiences, too. The right answer (and yes, I've gotten this one, too) is "We'll meet you at your office; bring us the defective piece, and we'll swap it for a loaner." Needless to say, I'll probably send some more business their way.
Glad to see that you're keeping this in perspective; it sure can be frustrating.
Drew Dean
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