You are here

Log in or register to post comments
Erkit
Erkit's picture
Offline
Last seen: 1 year 1 week ago
Joined: Oct 14 2010 - 3:47pm
Milquetoast or blockhead?

So give it to me straight, no sissy footin' around: Am I nitwit?

About three years ago, I bought a sweet-sounding Marantz SA 8260 SACD player from an authorized dealer. The sexy rig broke twice but the big M happily sent me a refurbished model the second time. Then, back in December, the refurbished model broke (same old TOC errors). Customer service was super nice, tested it almost daily for weeks, told me it functioned perfectly, and said they'd send it to factory repair just for ancillary testing. After a few weeks, a nice receptionist at factory repair informed me that they'd found failures and were waiting for replacement parts on back order.

Huh? So it was clearly broken. My units had rightly been in service roughly one out of every six months, like an 80s-era Jaguar.

This seemed like too much, but Marantz wouldn't offer a refund or a different model of equal value. They considered my refund/replacement request unreasonable, as it was not offered in the warranty.

Urged on by the Mrs., who was unwavering in her opinion that her hubby was being taken for a ride, I filed a strongly worded complaint with the Better Business Bureau. Marantz reiterated that replacement wasn't an option and said they considered my case closed. Uh, ok, I guess.

Now, four months after sending my 8260 away, I still haven't seen my player, let alone heard what Marantz is doing with it. The apartment is often quiet. I feel like a brat and a schlub and, most of all, a confused Marantz lover-hater.

What am I? Any and all honest feedback much appreciated. I'm just tired of going over this in my own head.

dumbo
dumbo's picture
Offline
Last seen: 3 months 6 days ago
Joined: Sep 26 2009 - 6:59pm
I don't see anything in your

I don't see anything in your explanation above that would point in the direction of "you" being at fault here. Instead, what I see is a raw deal that was dealt out by the manufacturer to one of it's customers. They certainly wouldn't be financially impacted by providing you with a similar model as a result of their own lack of parts surplus. Considering all the issues this model seems to have a history of one would think the manufacturer would be well stocked with replacement parts.

I would chalk it up as a loss for now and buy a lower end Oppo SACD or similar for the same cost you anticipate being able to sell the rebuilt Marantaz for when they do decide to send it back to you.

Erkit
Erkit's picture
Offline
Last seen: 1 year 1 week ago
Joined: Oct 14 2010 - 3:47pm
Good point, dumbo

Even if I was pushy or a pushover--either of which I might have been--you'd still think Marantz would have plenty of these 8260 parts on hand and would be eager to complete the repair and get the unit off their shelf. The whole experience baffles me. But a loss it is. Oppo here I come!

p.s. I like your "no braying asses" tag.

JIMV
JIMV's picture
Offline
Last seen: 7 months 3 weeks ago
Joined: Jan 31 2008 - 1:46pm
Small clams court

The answer to your problem is small clams court...take the company to court. It might take a bit or basic research, but you will fid the compay has legal representation in your state. Serve them with a small clams court case. I suspect the Judge will find for you and at the least you can get your money back.

 

Years ago I bought a HP computer. It failed within 90 Days...I spent scores of hours on their technical support line talking to 'Peggy' in India. They refused to fix the thing. Finally their over the phone repairs resulted in a black  screen. I paid to have one of their service folk do a home visit for repairs. He arrived and told HP over the phone the thing was dead. Never one to live up to a warranty, they insisted I send it back to them for repair....I did and 3 weeks later it comes back supposedly fixed. It booted up once and then failed again. They wanted it back so I shiped it off again. Again it was returned 'fixed'...this time I took it straight to a local service center who turned it on and had it crash 3 times in 2 days. More time on the phone to HP...absolute refusal to consider replacement...they wanted it back again...I said to hell with them, and shipped the thing to my father for use as spair parts. When he plugged it in it burst into flame...

 

Pure junk and a company without an actual warranty program. After all that I discovered small claims court. too late for me but you can try...it is cheap and costs the company money to defend their crappy service.

tmsorosk
tmsorosk's picture
Online
Last seen: 7 min 27 sec ago
Joined: Dec 5 2010 - 12:34pm
8260

A refund after three years would be expecting a bit much . Your dealer would be the one to see about a possible trade in, or trade up , they would likely give you a good deal on a better player , but expect to come up with some cash too . Your dealer will then have to deal with a three year old CD player thats likely worth about half what you payed .

    Cd players are the one component that I have had a high break down rate with , now I upgrade by the two or three year mark .

                                                                                                                                                                              Tim        

soulful.terrain
soulful.terrain's picture
Offline
Last seen: 3 months 2 weeks ago
Joined: Nov 22 2010 - 12:15pm
Deal for Erkit
JIMV
JIMV's picture
Offline
Last seen: 7 months 3 weeks ago
Joined: Jan 31 2008 - 1:46pm
warranty?
tmsorosk wrote:

A refund after three years would be expecting a bit much .     

 

Not if the manufacturer has never stood up and honored their warranty. That just makes it 3 years of fraud.

  • X
    Enter your Stereophile.com username.
    Enter the password that accompanies your username.
    Loading