This thread has a funky odour to it.
I have never before encountered anyone complaining about PL customer service?
Relying on Google Translate and not really responding in full to serious suggestions on how to solve the issue sends somewhat of a strange message if you ask me?
I have never encountered a serious business who were unwilling to resolve a problem as long as you are honest, sincere and showing a good spirit.
It might cost you more than you like to pay but it's always possible to solve the problem.
This might just be a scam but than again it might not?
My tip of the day:
Enlist the help of a friend with passing diplomatic skills and a good understanding of the english language. Have him/her do the communicating and when you do get help, don't bitch and moan about the cost.
I have never before encountered anyone complaining about PL customer service?
Relying on Google Translate and not really responding in full to serious suggestions on how to solve the issue sends somewhat of a strange message if you ask me?
I have never encountered a serious business who were unwilling to resolve a problem as long as you are honest, sincere and showing a good spirit.
It might cost you more than you like to pay but it's always possible to solve the problem.
This might just be a scam but than again it might not?
My tip of the day:
Enlist the help of a friend with passing diplomatic skills and a good understanding of the english language. Have him/her do the communicating and when you do get help, don't bitch and moan about the cost.
Ukraine, Russian, Former Soviet States.
I've been there. There are hundreds of guys that make a living out of repairing the unrepairable. If it's bent they can straighten it. If it cant be starightened they will make a new one for you.
You might not like the cost but, hey, everyone is trying to make a living.
I've been there. There are hundreds of guys that make a living out of repairing the unrepairable. If it's bent they can straighten it. If it cant be starightened they will make a new one for you.
You might not like the cost but, hey, everyone is trying to make a living.
The frustration of this issue comes through, regardless of the party's motivations. 
I would make it perfectly clear to the local dealer that the original poster is not looking to replace the panel under warranty, but is willing to pay them for the job to be done correctly. Nobody should expect either the dealer OR Pass Labs to incur ANY cost in this mess. If the poster expects anyone else to pay anything, then his motivations become transparent.
As an aside, I bought a used, out of production, Parasound HCA1206 a year or so ago. I mentioned the bent panel just in passing in an email to tech support where I was asking about availability of a schematic, and they offered one up for direct sale immediately.
I would make it perfectly clear to the local dealer that the original poster is not looking to replace the panel under warranty, but is willing to pay them for the job to be done correctly. Nobody should expect either the dealer OR Pass Labs to incur ANY cost in this mess. If the poster expects anyone else to pay anything, then his motivations become transparent.
As an aside, I bought a used, out of production, Parasound HCA1206 a year or so ago. I mentioned the bent panel just in passing in an email to tech support where I was asking about availability of a schematic, and they offered one up for direct sale immediately.
I would make it perfectly clear to the local dealer that the original poster is not looking to replace the panel under warranty, but is willing to pay them for the job to be done correctly. Nobody should expect either the dealer OR Pass Labs to incur ANY cost in this mess. If the poster expects anyone else to pay anything, then his motivations become transparent.
It looks that you haven't read my posts.
I want to replace the front panel for the money.
It looks that you haven't read my posts.
I want to replace the front panel for the money.
wow is your translator really this bad? you keep on telling people they have misunderstood you and not read your posts, when it seems to me that it is a communication fail at your end.... i'm trying to keep an open mind here and see your point if view, but you are not helping your situation
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My dealer did not want to do even for money.
We have one dealer in the country.
I have received from a dealer in Russia, the two letters.
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.
We have one dealer in the country.
I have received from a dealer in Russia, the two letters.
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.
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I suggest again that you contact Pass Labs in the USA with full information, including images that are clear and show the damage, the serial number, and text (in russian) with headers of all your email communications. Do this after making a contact with Pass Labs.
A "distributor" in the countries you mention may or may not be particularly responsive to the needs of customers, and may or may not be really under the control of the manufacturer.
It sounds to me that the "distributors" are not representing Pass Labs well or acting the best interests of the company.
With proper documentation I see no good reason that the panel can not be provided.
However, there may be significant costs because of import duty.
The distributors are probably not wanting "trouble" or "headaches" for no money.
This job is no money for them.
Contact Pass Labs again, and try to get someone to talk to you who is at least a manager or more...
Please post the image of the damaged panel here?
Also the image of the serial number?
Maybe you and the amp together...
Perhaps someone from Pass Labs will happen to read the thread.
_-_-bear
A "distributor" in the countries you mention may or may not be particularly responsive to the needs of customers, and may or may not be really under the control of the manufacturer.
It sounds to me that the "distributors" are not representing Pass Labs well or acting the best interests of the company.
With proper documentation I see no good reason that the panel can not be provided.
However, there may be significant costs because of import duty.
The distributors are probably not wanting "trouble" or "headaches" for no money.
This job is no money for them.
Contact Pass Labs again, and try to get someone to talk to you who is at least a manager or more...
Please post the image of the damaged panel here?
Also the image of the serial number?
Maybe you and the amp together...
Perhaps someone from Pass Labs will happen to read the thread.
_-_-bear
I have sent in Pass Labs all information.
I communicated with Desmond Harrington (Shipping Coordinator).
He knows that is necessary for me.
I communicated with Desmond Harrington (Shipping Coordinator).
He knows that is necessary for me.
a "shipping coordinator" is too low in the organization to be of much help to you. imo.
As I said, you may wish to post the images I suggested here, as someone from Pass Labs may be reading this thread. You decide.
_-_-bear
As I said, you may wish to post the images I suggested here, as someone from Pass Labs may be reading this thread. You decide.
_-_-bear
You are mistaken.
I asked Nelson Pass.
Here is his answer:
I’m sorry, Desmond is the final word.
I asked Nelson Pass.
Here is his answer:
I’m sorry, Desmond is the final word.
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I'm really sorry, but my curiosity is getting the best of me. Could you post a large clear picture showing the damage to the panel? I can't help wondering how bad it is...
maikl,
here's the cold truth: it's possible that you'll never be able to get a replacement panel. I'm not saying that I agree with this but it's their (Pass Labs') right not to care. I don't think there's any law forcing a manufacturer to provide service or replacement parts (I think there is one for cars).
in my experience, customer service can vary very much from dealer to dealer. some may never respond to emails, some would even offer discounts.
as for Pass policy, I find it weird. what if you moved to another country meanwhile? why go through the hassle of solving issues like this one with the original dealer? maybe even send that very heavy amp there for service?
a while back I needed to get a replacement part for a audio product made by a rather well known high end manufacturer. I contacted the local dealer and they asked for pics of the product's serial number plate and also required me to send the defective unit in exchange for the good one. I provided the S/N pics but never received an answer again (it is a genuine product, I can assure you). then I contacted the certified USA dealer and they were very helpful, they even offered a discount. also, they didn't ask for the damaged unit.
see, this is a high end audio. it's a niche field with low production numbers, hence high manufacturing costs. if a manufacturer/dealer feels that helping a customer is not worth it, you're just unlucky.
also, I find it unbelievable how much some people are reading into this. I find no reason not to believe that this situation is legitimate, quite the contrary. why fabricate all the twisted scenarios?
here's the cold truth: it's possible that you'll never be able to get a replacement panel. I'm not saying that I agree with this but it's their (Pass Labs') right not to care. I don't think there's any law forcing a manufacturer to provide service or replacement parts (I think there is one for cars).
in my experience, customer service can vary very much from dealer to dealer. some may never respond to emails, some would even offer discounts.
as for Pass policy, I find it weird. what if you moved to another country meanwhile? why go through the hassle of solving issues like this one with the original dealer? maybe even send that very heavy amp there for service?
a while back I needed to get a replacement part for a audio product made by a rather well known high end manufacturer. I contacted the local dealer and they asked for pics of the product's serial number plate and also required me to send the defective unit in exchange for the good one. I provided the S/N pics but never received an answer again (it is a genuine product, I can assure you). then I contacted the certified USA dealer and they were very helpful, they even offered a discount. also, they didn't ask for the damaged unit.
see, this is a high end audio. it's a niche field with low production numbers, hence high manufacturing costs. if a manufacturer/dealer feels that helping a customer is not worth it, you're just unlucky.
also, I find it unbelievable how much some people are reading into this. I find no reason not to believe that this situation is legitimate, quite the contrary. why fabricate all the twisted scenarios?
Really?
Seems odd to me.
I have no idea who "Desmond" is or what he does at Pass.
But it is unlikely that a "shipping coordinator" has the authority to make such a decision.
Something seems wrong to me with this picture.
Why do you not post the things I asked for, so that we could all find a reason to agree with you and be sympathetic?? Maybe someone reading may have influence with someone at Pass Labs? Many people are on this forum.
Post the pictures of the damage, the serial number and your face with the unit?
_-_-bear
Btw, I looked at the picture of ur system. Any halfway decent machinist shop can duplicate the panel and/or the parts for the panel, except for the meter... they get cut, finished, sent to anodizer (pick the correct process for best results). Probably faster and cheaper than importing a new panel and parts.
Please post the images requested?
Thank you.
_-_-bear
Please post the images requested?
Thank you.
_-_-bear
I saw the dent.The upper left corner is dented by 10mm.It's not that noticeable from distance but it's still there.I guess it could be repaired.
Why restore the panel?
The new panel in the Pass Labs is $ 90.
It's a good price.
Shipping is $ 50.
I was ready to pay $ 200 including shipping
when i buy high-end i prefer original parts with the exception of things like fuses and bulbs (i guess wear and tear items). I know its mostly cosmetics but form and fit would be important to me. since we only hear one side of the story here its not clear that its the complete truth, but it seems strange that its that hard to get spare parts for such a respected brand overseas.
It seems I can't take a couple of days off to do get some stuff
done without something like this crawling out of the wood work.
The OP is misrepresenting his case. My notes are:
We sent an X2.5 faceplate and remote in July 2011
We collected 29.95 freight and sent it to :
(address deleted for discretionary purposes)
This package was returned to us as undeliverable:
We sent it again and paid $38.35 (our dime)
2nd Shipment sent was in August 2011
total of 6 - 0.25 fuses
NO Charge to Customer - again we paid freight
3rd shipment sent was on 10/24/2011
fuses for 150.5 220V, metal legs for a 2.5,
rubber pad for transformer to 150.5
Shipment returned undeliverable
resent at cost to us of $38.35.
The OP apparently purchased the products out of the territory
of the distributor in Moscow. The distributor has offered to
repair products for a fee, but the OP does not wish to pay.
I am told that the customer does not wish to pay for freight
for parts, either. He now wants a new heat sink because of
a small scratch. Desmond, the president of the company,
has declined to send him one.
😎
done without something like this crawling out of the wood work.
The OP is misrepresenting his case. My notes are:
We sent an X2.5 faceplate and remote in July 2011
We collected 29.95 freight and sent it to :
(address deleted for discretionary purposes)
This package was returned to us as undeliverable:
We sent it again and paid $38.35 (our dime)
2nd Shipment sent was in August 2011
total of 6 - 0.25 fuses
NO Charge to Customer - again we paid freight
3rd shipment sent was on 10/24/2011
fuses for 150.5 220V, metal legs for a 2.5,
rubber pad for transformer to 150.5
Shipment returned undeliverable
resent at cost to us of $38.35.
The OP apparently purchased the products out of the territory
of the distributor in Moscow. The distributor has offered to
repair products for a fee, but the OP does not wish to pay.
I am told that the customer does not wish to pay for freight
for parts, either. He now wants a new heat sink because of
a small scratch. Desmond, the president of the company,
has declined to send him one.
😎
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