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Old 22nd February 2012, 04:33 AM   #1
maikl 5 is offline maikl 5  Russian Federation
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Default PASS LABS bad service.

Hi. I have a PASS LABS X150.5 that I bought in Ukraine, where he lived there. I moved to another country and took a PASS LABS. I needed parts (fuses and faceplate) for my amp, I turned to the PASS LABS for help. They sent me to a dealer in my country. My dealer told two weeks later that he could not help me, PASS LABS does not allow it. Here is my letter Dealer:
02/16/2012

We said Joseph Sammut. They are strongly against sending parts directly to you.

But we, as distributors, according to them we have no right to service the device, sold by us are not. And if we did get down to it, you'll need for components to make the same margin as in the apparatus, to pay for shipping and customs clearance, pay for the work of our service engineer to re-replaced parts (which can be done through a distributor who sold the unit). In short, it's a long, complicated and expensive history.

Now we are working, that would contact the distributor who put your machine.


02/20/2012
The manufacturer strongly recommends that you contact the Ukrainian distributor for ordering parts for your machine (delivered in November 2007).
We do not want to spoil relations with Passo and take care of your amplifier.

I have contacted the dealer in a country where I bought it and drive there.
This is very far away and I can `t do it.
I asked to sell these parts to my friend in California, PASS LABS refused. PASS LABS has such a policy in respect of its customers in other countries?

P/S
I'm more than a month I can not use my power, I do not have a fuse.

Last edited by maikl 5; 25th February 2012 at 03:50 AM.
 
Old 22nd February 2012, 05:12 AM   #2
parb is offline parb  United States
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if i understand it correctly it sounds like pass labs has a policy of only selling spare parts for a piece of equipment to the dealers in the country where the equipment was originally sold?

If so can you perhaps work out some arrangement between the dealer you are currently in and the dealer in ukraine?

I can understand why some vendors dont want to service parts in countries outside where they where sold as a mechanism to stem grey market imports.
 
Old 22nd February 2012, 05:22 AM   #3
maikl 5 is offline maikl 5  Russian Federation
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I have to use the equipment only in the country where I bought?
And if I'm moving to another country I have to sell it, but in a new country to buy a new one?
Why can not I get service for the money?
 
Old 22nd February 2012, 05:29 AM   #4
maikl 5 is offline maikl 5  Russian Federation
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Last year, PASS LABS sent me parts for X2.5. This year, they do not want?
Delivery time of spare parts at our dealer two or three months.
 
Old 22nd February 2012, 05:30 AM   #5
parb is offline parb  United States
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many vendors do that. for some vendors they have to in order to ensure export compliance with government rules, for others it is to ensure that there are no diverted shipments that causes compliance issues around taxation. To ensure that the rules are enforceable some vendors control access to spare parts and service as the enforcement mechanism.

my company does this for our products (we dont have a consumer product line though). To move a product from country a to country b we generally request that the end-user registers the move and we do a transfer in our books in order to make it eligble for service. this helps us as well to ensure we have spare parts in country, we train the staff in the country etc.

Usually this is documented in the product documentation, particularly in the warranty section.

sony is a good example. sony will not service or sell spare parts to any equipment sold in japan and moved overseas. i have several friends who have been upset about this when they moved from japan but it is a firm sony policy.

i dont know how pass labs operate, i wanted to give you context that hopefully helps you understand how other companies operate in similar fields. i am sure pass labs themselves will comment directly to you or in this thread.
 
Old 22nd February 2012, 05:42 AM   #6
maikl 5 is offline maikl 5  Russian Federation
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I understand you. At PASS LABS about it does not say where.Thank you.

Last edited by maikl 5; 22nd February 2012 at 05:47 AM.
 
Old 22nd February 2012, 06:05 AM   #7
Zen Mod is offline Zen Mod  Serbia
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fuses are generic parts , so you can buy them everywhere , taking care of value

what's the reason why you need face-plate ?

that's not generic part , and nobody will sell you that ;
did you asked for that cosmetic repair (change of faceplate ) in dealer's service , or to just buy it and change it by your self ?

that may be tricky part
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Old 22nd February 2012, 06:12 AM   #8
maikl 5 is offline maikl 5  Russian Federation
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I want the original fuses.
The front panel has a large dent received in transit. I want to replace it.
On the front panel x150.5 changes very easy.

Last edited by maikl 5; 22nd February 2012 at 06:17 AM.
 
Old 22nd February 2012, 06:19 AM   #9
Zen Mod is offline Zen Mod  Serbia
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Quote:
Originally Posted by maikl 5 View Post
I want the original fuses.
that's silly .

send me a PM , and I'll sell you original ones for 100$ a piece

Quote:
Originally Posted by maikl 5 View Post
The front panel has a large dent received in transit. I want to replace it.
ask local dealer to replace it , not to sell it to you .
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Old 22nd February 2012, 06:33 AM   #10
maikl 5 is offline maikl 5  Russian Federation
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Quote:
Originally Posted by Zen Mod View Post
that's silly .

send me a PM , and I'll sell you original ones for 100$ a piece

I searched the Moscow fuse X2.5 it's slow. I could not find any where. There were only fast, they were burned.
I had to order a PASS LABS are sent without any problems.
Now they do not want to do it.



ask local dealer to replace it , not to sell it to you .
I searched the Moscow fuse X2.5 it's slow. I could not find any where. There were only fast, they were burned.
I had to order a PASS LABS are sent without any problems.
Now they do not want to do it.

I spoke with a local dealer, he said that the PASS LABS does not allow them to serve my amp. I have to carry it to the dealer who sold it.

Last edited by maikl 5; 22nd February 2012 at 06:35 AM.
 

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