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Posts: 2543
Location: Research Triangle, NC
Joined: December 6, 2004
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Here's how it went with UNITED RADIO.
After the bad disk and loading errors I was getting, I finally decided to bite the bullet and send the unit in for repairs.
I was told United Radio was one of the few places Levinson endorsed in the country, and the only one on the East Coast. I was also told, I think by a Levinson rep, that much of their own OEM parts were inventoried at United Radio.
It seemed like United was the way to go.
I contacted them and received instructions. I downloaded a couple of forms to include with the unit, basically, just contact information and a description of the problem.
I packed up the unit in its original boxes. I enclosed the forms with additional instructions to preserve to original packaging, and to let me know what additional return shipping charges might apply if I wanted my packaging encased in an additional outer box (the original packaging is a double carton, but, over time, the carboard had gotten a bit stiff and friable.
I shipped via UPS. I instructed UPS to reinforce with original packaging with extra exterior cardboard pieces, which they were happy to do for a nominal fee -- a few bucks extra. However, I was not able to actually see what had been done when the unit shipped, since they couldn't perform the modifications on the spot.
Communication with United was excellent, all via telephone, from Peggy, though the repair process proceeded at a snail's pace.
I got confirmation of delivery.
I received another call to explain the diagnostic fee, and collect my credit card number.
I got confirmation that the unit was now in diagnostics a few days later.
After a few days more, I received a call to inform me that the technician could not reproduce my loading issue. This was quite surprising.
I offered to send in a few of the offending disks. I realize now that this step would have been silly. But Peggy said she would relay it to the technician.
After a few more days, I received a call with an estimate for the repairs. I guess the technician had found a way to duplicate my problem. Perhaps he simply didn't test the system enough times at first. The unit might load correctly for 5 or 6 disks at a time before the problem cropped up. Fair enough. But I did explain this in my original problem description form.
Anyway, I was given a price, $1600 or so, for a new laser pick-up and to replace a couple of faulty capacitors. Not unreasonable. But not cheap. No matter, the unit retailed for $6K back in the 1990's, and I was not about the allow it turn into a 30 pound door-stop.
Then, I was told that United Radio would need to order these parts. A suprise, too, based on what I had been told earlier. But not a big deal. I did, however, ask if the parts being used were original OEM parts, and was assured they were. Peggy explained that the high price of the unit, and its relatively limited production run, meant that parts even for "vintage" machines were generally available even after a considerable time. [This was NOT the case with my Sony SCD 1, however. It works just fine, but I have read that many replacement parts are no long available.]
Again, after a few days, I received a call informing me that the unit was being repaired, and that the next notice I would receive would be by email, and that it would either tell me that they unit was ready to ship, or that it had already been shipped. Puzzling. But again, of not particular consequence.
Overall, I would guess that the unit was there 5 weeks or so. Slow. But then, I was happy to let them take all the time they needed.
A couple of days later -- now a few days ago -- the email appeared, notifying me that the unit had shipped, along with a tracking number. The unit is scheduled to arrive today, before 7:00 pm.
I have not tested the unit yet. But I will say the unit was packed up impeccably. The original carton-within-a-carton was placed within a 3rd carton, and taped up very securely with extra-thick clear shipping tape.
I am not sure who deserved the kudos for the fine packing job, since I didn't actually see the unit ship from UPS. But there so much tape on the added outer box that it might have been taped twice, once by UPS, and then again by United Radio. Or it might have been taped up ONCE by United. In either case, all of the original packing was returned in excellent condition.
It takes a little free time to set up the unit in my system again. I will be testing it over the next few days.
I will send you a final installment after I do.
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