Repair....How Long Is Too Long?

Cass Broadview · Posted 19 Jan 2011 12:37 pm

Last summer i purchased a midsized USB mixer to try my hand at computer recording. Let's not mention any company names. I used it maybe 3 times, before it died. It was still under warranty. So the company referred me to an "Authorized Factory Repair Facility" in my state. They received my mixer and signed for it November 3,2010. I called a couple of times, they say they haven't even started on it yet. What if i needed it for our band? Any suggestions? What's the "Normal" turnaround time for most repairs? Just sit and be patient? for how long? Sad

Ron Wright · From: Modesto,CA

I'd have been po'd along time ago
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Tony Prior · From: Charlotte NC

sounds like they don't know what to do with it. Time to contact the manufacturer again and ask them how long it should take. Generally they fix it or replace it within a short window, defined by them before you send it for repair. Perhaps the Holidays were involved but it still appears to me that 2 months is a long time.

What did they tell you ? How long did they say it would take ?

t
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Cass Broadview · Posted 19 Jan 2011 2:47 pm

Tony, they never really looked for my ticket. He just said he recalls it coming in. And that was all he could tell me about it. It's "back in the warehouse". He said they haven't even started on it yet. That it shouldn't be much longer. That was just before christmas. Let me tell ya, it's going to be either a Peavey product, or Allen & Heath next time.

Richard Sinkler · From: aka: Rusty Strings -- Missoula, Montana

I would make a call to the manufacturer and complain. They might be able to put some pressure on their "authorized repair facility".
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Jason Hull · Posted 20 Jan 2011 3:14 am

I repair instruments for a living, and I always have a backlog of repairs. Sometimes an instrument will sit for months before I can start on it. If they "need" an instrument in the meantime, then they "need" to buy a back-up.

I wouldn't assume that they don't know what to do with it, but I would call occasionally and bug them. Also, don't buy that brand again!

Tony Prior · From: Charlotte NC

Authorized repair facility doesn't actually mean they can fix it. They are probably a repair facility for multiple brands of gear, probably all PC bd based. I doubt they fix the bds , I suspect they get a replacement and someone tries to install it.

Not long ago I had a Dell guy come to the house to repair my laptop. Factory Authorized repair. He was trained by the guy he replaced, he worked for this repair company for 3 months at best. He didn't know how to take my Laptop apart claiming he was not trained on this model. I kinda said that the service request was clear for this model, he agreed and said they don't have anyone that knows this model.
Factory Authorized repair center.

The same thing happened with an LCD TV we have, the tech talked about the TV for 15 minutes and spent two minutes looking at it before he said it needed to be replaced . He did tap the back of the TV a few times to see if it fixed the low level noise we complained about. Factory Authorized repair.

I suspect these facilities are contracted out to do the best they can and the primary job is to order in a new PC bd and swap it out, hope for the best.

I too am a tech, but I am not a factory authorized guy, I fix and rebuild tube amps, mostly Fender but can work on Sunn, Marshall etc..I don't work on any solid state or PC bd based amps. I don't want the hassle of dealing with a manufacturer or supplier.

The scary thing with this thread here is they have a warehouse full of stuff and nobody actually looked for it.
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Pete Burak · From: Portland, OR USA

I bought the extended "replacement plan" on an item from Best Buy, and when it went bad they just gave me a new one on the spot, which turned out to be a much better model, as the old one was no longer in production.
I used to never buy those plans, but these days maybe it's a better plan to buy the replacement plan.
Funny thing was, I procastinated on taking it back until the last day that the plan was effective. They didn't blink.
This was for a hand held digital recorder that was leaving blank spots and/or "skips" in the recording.

Kevin Mincke · From: Farmington, MN (Twin Cities-South Metro) USA

Randall Meeker · From: Whitehouse, Ohio, USA

Call and ask them to set the expectation. Hard date and then if you are in agreement with this date, call them the day before and ask if the device is on schedule to be completed as promised. Understanding that these items will sometimes need parts that are ony available from the manufacturer and may take extra time (the repair facility understands this - you should too - unfortunately repair techs and communication are strange bedfellows and the two rarely meet in one tech or shop manager) If they fail to meet the expectation that they set ask them what are they prepared to do to compensate you for the inconvenience of their delay (incompetence) The best guy around town has a six week back log - but I get a date of expected completion from him when I drop off the repair and he usually beats that date.

You are the customer in this transaction - assert yourself and remind them of how well connected you are and that their repair business will suffer as you displeasure mounts. Best of luck in your waiting.
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Mike Brown · From: Meridian, Mississippi USA

Yes, appreciate your comment, "next time it will be a Peavey..........". Can't beat a Peavey and I believe that we manufacture some of the best products on the market. Also, a five year limited warranty on mixers.

Mike Brown
Peavey Customer Service

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