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In Reply to: RE: Grant Fidelity/Psvane tubes posted by SETdude on February 24, 2014 at 16:29:10
A good customer of ours emailed me about this thread, so here is the official answer since the matter has been brought to public forum: I listed the facts here for whoever interested in the matter to make their own judgement.
1) This thread was started by Jan Petter E. from Norway. Grant Fidelity had our first communication with him in Jan 2012 - by Jan asking if we need 'help' to stock tubes in Norway to sell through his business (an importer / dealer of an amp brand). We provided proposal but nothing further discussed.
2) Aug 2012: Jan purchased 2 x 12AU7 Psvane tubes from Grant Fidelity.
3) Sept 2012, Jan said the tubes are noisy in his preamp so he cannot sell them.
4) Sept 7th, 2012: Grant Fidelity provided return instruction to Jan. Jan replied as "So this means that I have to spend xxx money for the shipment back in order to have two cheap tubes (retail price USD 99,- which means that they ARE cheap from the factory) to have them tested? The proper thing would be to send me new tubes" (without returning the reportedly noisy ones.
5) Sept 8th, 2012: Grant Fidelity again explained how warranty works - buyers send back tubes, we provide replacement.
6) Sept 16th, 2012: Jan emailed Grant Fidelity saying 'I sold these tubes to a guy in good faith' but his customer said one tube didn't light up. It appears that the previously noisy tube now has become a dead tube somehow mysteriously.
7) Sept 16th, 2012: Grant Fidelity again reminded Jan that we have given him instruction to return tube for replacement. Jan agreed to return tube this time.
8) Oct 3rd 2012 - Grant Fidelity received Jan's returned tube and replaced it same day. We never questioned why a previous noisy tube now is a dead tube. (It's very rare to have a 12AU7 type of tube to be dead, if it's just noisy in a particular preamp. We screen tubes for noisy with Amplitrex AT1000 which is the most expensive tube tester on the market, with built-in headphone amp. Sometimes high end preamp is more sensitive than the tube tester so a 'quiet tube' from the tester may appear to be noisy in certain preamps.)
9) Oct 19th, 2012 - Grant Fidelity received an angry email from Jan "I received the (replacement) tube today. This all have costed me app USD 80,- in freight and now customs (VAT) !! Why didn`t you set the value low, USD 20;? This all because of a bad tube that couldn`t have been through your “quality control”. I will never recommend anyone to buy tubes from you and I will definetly warn people about you on several Hifi Forum`s we have here. Ridiculous, think of what I at the end paid for these two tubes and you didn`t even excuse about your “quality control”. If it really was a quality control this would never have happened."
10) Oct 19th, 2012 - Grant Fidelity explained that the replacement parcel clearly stated it is 'for warranty' and Jan should provide his return shipping proof of the tube from Norway to Canada to his country's customs to dispute the duty and tax charge. In my email reply to Jan, I clearly stated that we have no interest in further communicating with him should he try to use internet publicity to pressure or blackmail us to do business in his way.
11) Myself, personally added an email filter to stop communication with Jan from Oct 19th, 2012. The reason is very simple - Grant Fidelity does not bend to internet publicity blackmail.
12) Jan placed an order for 300B tubes from our tube website (www.psvanetube.com) in Nov 2013. As order fulfillment from our Hong Kong warehouse is automatic, I wasn't aware of the order is to Jan in Norway, and had no communication with him since Oct 19, 2012.
My comments:
It appears that this 2 x 12AU7 tubes (replaced already over 15 months ago) somehow is what Jan is referring to here as 'Grant Fidelity's lack of customer service'. I had total 29 emails with Jan for his order of 12AU7 from Aug 2012 to Oct 2012 - not sure if that is called customer service.
Grant Fidelity tube warranty policy is clearly posted on our tube website (www.psvanetube.com) for every buyer to read before purchase. We even make it clear that 'if you don't agree with the policy, please do NOT place an order'. I believe in pleasant equal fair business transactions. If someone doesn't agree with the deal, that person should not enter business transaction with us. If you do, I expect each side to hold their position and stand behind their words. Grant Fidelity stand 100% behind our products and our warranty. This is proven by many many happy customers worldwide.
I chose no to communication with Jan since Oct 19, 2012 because it was no longer a pleasant and fair transaction in my opinion. Grant Fidelity is a private business run by real people living a real life. We are not big corporation who has a PR front face n to get rid of bad publicity secretly behind the scene. We run a business for living happy life with pleasant people who share the same value of conducting equal fair transactions in harmony. When people are no longer behave professionally or at least with courtesy, I choose to cut off the communication to cut off the negativity it brought into our life. I deliberately do so especially after Ian's cancer illness - which tells us all that 'life is too short to be miserable, or become miserable because of someone else' behavior'.
Last but not least, Ian is well and very alive. He had spine surgery last November and has been recovering at home. I choose to handle all business matters so that Ian can have all the time and peace he needs to rest and recover, without being bothered by thread like this one. Whoever rumored that Ian has passed away, I politely ask you to remove your thread. It's just plain not nice to spread rumors about someone's life or death, if you don't know what you are talking about. It's bad karma, and very disheartening to me, to Ian, or anyone who cares about Ian to read it. We are all immortals, and we all someday face our own death or people close to us due to disease or some unexpected events. Please be considerate when commenting one someone's health, if you are not expressing your good wishes for them to recover soon.
I appreciate everyone's time to read my reply. I will not further comment on this matter at this forum. I have a business to run, many nice customers to reply emails to, and have Ian to take care of for his recovery.
Thank you for everyone who supported our business and those who will do business with us in the coming future. We always do our best to service our customers, but we always stand up with a backbone.
Happy listening (tubes).
Rachel @ Grant Fidelity
Grant Fidelity - Psvane Tubes
Follow Ups:
"Last but not least, Ian is well and very alive. He had spine surgery last November and has been recovering at home. I choose to handle all business matters so that Ian can have all the time and peace he needs to rest and recover, without being bothered by thread like this one. Whoever rumored that Ian has passed away, I politely ask you to remove your thread. It's just plain not nice to spread rumors about someone's life or death, if you don't know what you are talking about. It's bad karma, and very disheartening to me, to Ian, or anyone who cares about Ian to read it. We are all immortals, and we all someday face our own death or people close to us due to disease or some unexpected events. Please be considerate when commenting one someone's health, if you are not expressing your good wishes for them to recover soon."
Spot on Rachel, Im happy to hear this and this is worth more than anything in the world!! My greatest wishes for Ian in his recovery.
.
“If you don't like what you're doing, you can always pick up your needle and move to another groove.” Timothy Leary
Rachel, so sorry I repeated what I had read here (on AA) about Ian. My post was removed (thanks, moderators) and I wish the very best to him and you. Still loving those 845T tubes I bought from you guys, btw.
As I said, Rachel has always been very fair and cordial with me.
Aren't transistors alien technology?
I am happy to hear about Ian of course. But one has the right to be sceptical when one experience trouble on two out of two purchases. And I do not appreciate how this was presented here either. And Rachel; You could have sent me an answer. I mean what can a person believe when not hearing anything?
It is also an issue when a return of two smaller tubes will cost app USD 100,-. This is a fact and Grant is of course not to blame for these costs. but one can for this reason hope that the tubes one buys performs as they are supposed to.
This said:
I am very happy with my 300B tubes that I bought and I am thinking about buying twos Psvane 300B spares as well. So not all that bad. I will give the 2 12AU7 tubes another chance in my system and if they perform as I hope I will of course report on that.
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