Amp/Preamp Asylum

I don't know what the industry standard for the service items...

24.12.109.168

kuma

In Reply to: RE: kps25s and 300i... posted by Schweikert on May 25, 2007 at 17:30:28

But I'm sure the service department can get short-handed. ( I don't know how large they are )

Even the seemingly routine repairs can involve a longer process.
Naim USA, for instance, their standard waiting time for non-warrantied service is around 4 wks.

I would guess that a warranty service comes before that and perhaps, a costlier item gets a better attention.

Maybe I have been lucky considering the amount of servicing made to the 25s & 28c over the years, they have been very professional.

I can sympathise with the wait and hope you'll get your piece back soon.

Follow Ups:

RE: I don't know what the industry standard for the service items... - Schweikert 07:44:43 05/26/07 (2)
Well Im not pleased and Ive contacted several people about it.
Another thing to concider when using factory service Is the Large shipping cost Now as krell will not ship amps unless they are strapped to a pallet. the cost has went way up. If I would have know these details would have had the amp worked on local. just not worth it.
- RE: I don't know what the industry standard for the service items... - unclestu52 12:30:53 05/26/07 (1)
  Krell has several requirements: your item being in original packing is just one condition. For the amps this means strapped to a pallet. This is rather critical as most shippers will damage the heavier items when dropped in shipping. A pallet prevents that and is a wise requirement for so heavy a product.
  
  As for local service, forget that as Krell will not release schematics to anyone. I once was trying to get a schematic for the slow start circuit so that I could repair a couple of obviously burnt out caps (couldn't read the writing on them). They politely refused but did suggest recapping the entire amp.
  
  In general, I am a bit leery of any large heat producing item, especially if the heat sinks are on the sides creating a large oven. Krell is not being singled out here, as there are so many amplifier designs with similar layouts (Levinson ML-2's, and old Rappaports also come to mind!). Most capacitors have a heat rating, and meeting or exceeding that rating will significantly shorten the life of that component.
  
  BTW, Bax Global was the most inexpensive way to ship, but you need a retail outlet for pickup.
  
  Stu
  - RE: I don't know what the industry standard for the service items... - Schweikert 07:31:11 05/29/07 (0)
    Krell is very good about service. They currently use Ocean air for shipment cheaper then BAX. When getting sevice be sure to request pick-up at the terminal instead of to your door service because now these units are shipped on palletes there is a lift gate needed and you will save about 100$ as i did. There are several options other then factory service at reasonable rates. At krell they will replace the entire board instead of troubleshooting it. These are very expensive. I just paid 465. for a slow start board they said had "unsoldered parts on it" (Cold soldering of original board). What a joke

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