I recently sent my Proceed PAV/PDSD to one of three authorized Harmon sub-contracted repair shops. This particular shop was Pyramid Audio in Texas (the other two are in the North East). Though equipment runs through an Adcom power conditioner I have twice been confronted with lightening damage. On the first occasion I was able to send the units directly to Harmon for repair. The service was prompt and professional and the units returned in about three weeks in pristine condition. Harmon, apparently, no longer performs these kinds of repairs on site. Therefore, after my second encounter with lightening, I was instructed to send my equipment to one of three specific shops for repair. After my components arrived in Texas I waited about two weeks before checking in to see how things were going. "We haven't looked at it yet. We're understaffed and backed up." was the response I got. So, with an understanding heart, I waited another week. I called to find out they had it on the bench, but haven't done anything with it. The following week they ordered parts. Two weeks after that call the parts had not arrived. The week after that, if I recall correctly, the parts came but the tech couldn't read the directions on how to repair the equipment. I called Harmon's tech and informed them of the situation. He said he would call to try to straighten things out. He called me later to say things were moving forward again. About a week later I called to find out if I would ever see my stereo again. Chris, the service manager, first reccomended I just buy new equipment or upgrade then suggested they ship the unit to Harmon for repair, at my expense, and have the unit shipped back to them upon completion (again at my expense) so they could ship it to me at my expense. And they wanted compensation for holding my components for the past two months. I got on the horn with Harmon again and hoped the could straighten this out. They told me the repairs should cost significantly less than the shop's original estimate as Harmon had upgraded the units when they had them and the shop was trying to bill me for those upgrades. They apparently did something as I got a call from Chris saying the repairs could be done. Now, going into the third month I get a call from Pyramid Audio saying the repairs would cost 1/3 more than the original estimate provided (the estimate Harmon claimed included the cost of the upgrades they already performed) and they don't take American Express. I called Harmon, again, and was told "You'll have to take that up with Pyramid Audio." regarding the repair costs. So now I wait for my units to return, three months after the fact, over billed, without a hint of concern by the manufacturer in regard to the lousy service I received. All I can do is wonder, Why would the manufacturer of fine audiophile equipment farm out its repair aspect to a shop which apparently has no working knowledge of its products, employs techs who are A) not there ever B) are unfamiliar with the equipment and C) can't read the schematics for the respective equipment? Furthermore, why would the manufacturer of Mark Levinson/Proceed/Lexicon not insure that every affiliated shop or company performed to the level of customer service, professionalism and technical know-how reflected in their price points? The arrogance and complete disregard for the customer I experienced throughout this entire process has changed my outlook on a company I once admired. So thank you Chris of Pyramid Audio in Texas, one of three authorized repair facilities for Harmon Specialty Group and thank you Harmon Specialty Group for making me feel the proud owner of truly special, high end, home audio equipment.
I recently sent my Proceed PAV/PDSD to one of three authorized Harmon sub-contracted repair shops. This particular shop was Pyramid Audio in Texas (the other two are in the North East). Though equipment runs through an Adcom power conditioner I have twice been confronted with lightening damage. On the first occasion I was able to send the units directly to Harmon for repair. The service was prompt and professional and the units returned in about three weeks in pristine condition. Harmon, apparently, no longer performs these kinds of repairs on site. Therefore, after my second encounter with lightening, I was instructed to send my equipment to one of three specific shops for repair. After my components arrived in Texas I waited about two weeks before checking in to see how things were going. "We haven't looked at it yet. We're understaffed and backed up." was the response I got. So, with an understanding heart, I waited another week. I called to find out they had it on the bench, but haven't done anything with it. The following week they ordered parts. Two weeks after that call the parts had not arrived. The week after that, if I recall correctly, the parts came but the tech couldn't read the directions on how to repair the equipment. I called Harmon's tech and informed them of the situation. He said he would call to try to straighten things out. He called me later to say things were moving forward again. About a week later I called to find out if I would ever see my stereo again. Chris, the service manager, first reccomended I just buy new equipment or upgrade then suggested they ship the unit to Harmon for repair, at my expense, and have the unit shipped back to them upon completion (again at my expense) so they could ship it to me at my expense. And they wanted compensation for holding my components for the past two months. I got on the horn with Harmon again and hoped the could straighten this out. They told me the repairs should cost significantly less than the shop's original estimate as Harmon had upgraded the units when they had them and the shop was trying to bill me for those upgrades. They apparently did something as I got a call from Chris saying the repairs could be done. Now, going into the third month I get a call from Pyramid Audio saying the repairs would cost 1/3 more than the original estimate provided (the estimate Harmon claimed included the cost of the upgrades they already performed) and they don't take American Express. I called Harmon, again, and was told "You'll have to take that up with Pyramid Audio." regarding the repair costs. So now I wait for my units to return, three months after the fact, over billed, without a hint of concern by the manufacturer in regard to the lousy service I received. All I can do is wonder, Why would the manufacturer of fine audiophile equipment farm out its repair aspect to a shop which apparently has no working knowledge of its products, employs techs who are A) not there ever B) are unfamiliar with the equipment and C) can't read the schematics for the respective equipment? Furthermore, why would the manufacturer of Mark Levinson/Proceed/Lexicon not insure that every affiliated shop or company performed to the level of customer service, professionalism and technical know-how reflected in their price points? The arrogance and complete disregard for the customer I experienced throughout this entire process has changed my outlook on a company I once admired. So thank you Chris of Pyramid Audio in Texas, one of three authorized repair facilities for Harmon Specialty Group and thank you Harmon Specialty Group for making me feel the proud owner of truly special, high end, home audio equipment.