I purchased a pair of M120's about a month and a half ago knowing their history of needed maintenance. I bought them from a dealer who sells a lot and who gave me a reasonable purchasing price. When I received them one kt88 was not functioning. I did not hold the seller liable, feeling that this could have happened during shipping and considering the care he had taken in packing the amps demonstrated due diligence.
After replacing the tube I sat back and enjoy my purchase for a few weeks, during which time I contacted Rogue and inquired about maintenance expectations. They informed me that most of the infield failure were due to bias resistors and the rectifier bridge failing. So, on their recommendations, I bought drop in replacements. I also picked up new binding posts, as those plastic nut jobs really bother me.
Well, I wasn't happy with the low level ground noise I was getting, so back on the phone to Rogue I went. Again, they answered my questions promptly and said it was fine to lift the circuit ground as long as I grounded the chassis, which I did and the problem was solved.
Another few weeks past and I started to hear a buzz during solo trumpet and female vocals. I trouble shot the problem and decided that maybe the rectifier bridge or a biasing resistor might have been the issue. A pleasant call back to Rogue confirmed that would be a safe path to go, so I replaced those. Unfortunately, this did not solve the problem. Well, I think you know where I'm heading. Back to the phone I went and again another pleasant call confirmed that I should send the unit in to them.
Rogue then informed me that they have a flat repair fee of $175.00, and would not only fix it but replace any questionable components and perform any needed updates. To me, this is a bargain, so last Tuesday I sent it out. Five days later they called and said the repair was done and they would send the amp back to me the next day. They informed me that a joint was broken, which require resoldering. They cleaned it up and did a few other minor things and praised the work I had done under their guidance, something I was afraid they might laugh at.
Long story short....this is exceptional customer service. I don't know many manufacturers that would assist a customer who bought their product second hand like this. And, when finally requiring the amp to be sent in, getting it done in less than a week is high praise worthy work. Wow!!!!
BTW, I don't hold the seller liable. Shipping a product like this cross country can certainly take out a tube and break a joint. And, again he took good care to ensure packaging was solid.
The amp should be back to me by Wednesday and in service. Maybe someday I can upgrade them to the m180's. Rogue has certainly earned my praise and future business, as well as, pleased my ear!
Topic: Rogue Audio customer service (Read 2664 times)