Is five months a normal time to wait for tube amp restoration? (Analog Engineering Associates)

[BassKulcha]

It's going on almost five months waiting on a fairly straightforward restoration (not modification) of an ST-70 from a reputable & well-regarded tech outfit. I do understand that good work takes time, and I definitely don't want to be overly impatient, but is five months (and counting—) a normal turn-around? I was told that I would be notified of what needs to be done once it was looked at, so I'm pretty sure that work hasn't even started yet...

Not trying to complain, just trying to put things in the proper perspective! Thanks

 

[Superampman]

Up here the premier tech, aka: D n'A Audio is always booked up for at least a year. Doug's work is superb. Have you done your homework?

 

[Lo-Fidelity]

My buddy got his MC240 done here in Houston in just a few weeks. Not sure that is typical though cause the guy will only work on Mac stuff.

 

[toxcrusadr]

I think that's too long for a legit shop with a sign out front. I've certainly waited longer for independent repair techs (like the cherished ones of AK) but I knew up front it was going to be awhile.

How many times have you talked to them since you gave them the amp? If you haven't, you probably should consider being a bit more of a squeaky wheel. If you have, and they keep putting you off, ask them for a deadline and then hold them to it. And tell them if they can't get to it, you will want to take it somewhere else where they don't have such a backlog. You can do all this politely and professionally.

 

[Blue Shadow]

Many well known AK techs have significant backlogs. McIntosh only Terry DeWick states on his website that a unit won't get seen for 90 days. Others are a year or more.

This is a discussion to have with the tech/facility whenever a unit is dropped off for service. Some have quick turnaround, some do not. This is for places that actually fix, rebuild, repair, not places that are collecting stuff and not returning it to the customer years after the unit was dropped off.

Did you have a discussion about timeframe for the rebuild before dropping off the unit? If you did and they are well outside that window or if you didn't and find out now that it will be a while, might be time to move on as stated.

But to take a unit in today and expect a couple weeks is not the norm in many places. Not that quick service can not be found.

 

[gdmoore28]

What toxcrusadr said. You are a customer and paying money for a service. No reputable shop should get bent out of shape by a simple inquiry. There's no need to get nasty, but there is also nothing wrong with checking on progress. Pick up the phone and call them.

GeeDeeEmm

 

[62vauxhall]

Three years ago I purchased a 1973 reel to reel deck. But even though I got it running properly so it did record and play, I sent it to a specialist. My understanding was it had seen extensive use and I wished to ensure it was performing at it's optimum. It was gone 17 months. I thought two or three months maybe but after corresponding with another tech, learned otherwise. Seems a year or more is not an unusual turnaround time for a vintage tech who's gained a reputation and who's services are in demand. There are not many left and few to none "waiting in the wings" as it were.

And yes, I communicated with that individual.

 

[BassKulcha]

I think that's too long for a legit shop with a sign out front. I've certainly waited longer for independent repair techs (like the cherished ones of AK) but I knew up front it was going to be awhile.

How many times have you talked to them since you gave them the amp? If you haven't, you probably should consider being a bit more of a squeaky wheel. If you have, and they keep putting you off, ask them for a deadline and then hold them to it. And tell them if they can't get to it, you will want to take it somewhere else where they don't have such a backlog. You can do all this politely and professionally.

This amp was shipped to another state, so I'm not sure how easy it would be to get it back now (plus, I think they do great work and I'm still hoping that everything will get sorted out in short form—)

Initially, the quote was that it would take 2-3 weeks, so 5 months is considerably outside of a normal backlog, I think.

Regarding communications, I sent a few emails in Dec. and Jan. that went unanswered due to an issue with their email account. Since early February, I've sent I've sent four more, spaced about 4-5 weeks apart (the last one a couple weeks ago has gone unanswered...) The responses have always been prompt, professional, and apologetic, but always requesting patience, and that they will be able to get to the amp in "one or two weeks".

Again, I understand that things get busy and timelines get pushed back, especially with in-demand tech outfits, but I do wish I could've known the extended timeline upfront...

I'll plan on calling them when I get a free moment in the next couple days to see if I can find out what's up...

 

[4-2-7]

Initially, the quote was that it would take 2-3 weeks, so 5 months is considerably outside of a normal backlog, I think.

If this is the case, YES, 5 months is to long...

Regarding communications, I sent a few emails in Dec. and Jan. that went unanswered due to an issue with their email account. Since early February, I've sent I've sent four more, spaced about 4-5 weeks apart (the last one a couple weeks ago has gone unanswered...) The responses have always been prompt, professional, and apologetic, but always requesting patience, and that they will be able to get to the amp in "one or two weeks".

This sounds way to flaky to me, I'd ask for my amp back. If it's a member here ask for your amp back and let them know about the feedback forum you plan on using.

 

[dshoaf]

When estimated repair times start slipping, this is poor customer expectation management regardless of the kind of service being rendered. The tech just lost the opportunity to delight you as a customer.

That's Customer Service 101: Double the amount of time you _think_ it will take, double it and then double it again to cover the unexpected. Then, you're set to far exceed customer expectations. Do good and complete work and you've got a customer for a long time.

Now, for the brand-specific experts in the vintage tube gear category, the good ones are busy so plan on standing in line. There's likely a reason why someone who can go straight to work on your gear can do so.

The good ones will also not mis-manage your expectations and will deliver the restoration well above your expectations in terms of quality of work and delivery time required. The good ones can be found discussed here at AK. Some of them can be found in the banners at the bottom of the page you're reading. Scroll down and have a look.

Cheers,

David

 

[mkane]

your fired

 

[twiiii]

Sounds to me like they don't have their act together. Now if they told you up front their was a parts supply issue that's one thing. But this sounds like some of those horror stories you see on HOLMES makes it RIGHT! on TV from Canada.

 

[BassKulcha]

That's what's so strange. From what I can tell, this is a very reputable outfit (praised here on AK—), so I'm just hoping this is an anomaly.

In the meantime, I've sent another email requesting information, and also called the toll-free number on their site (there was no answer, but I left a message —)

If I don't hear back from them with an update and a firm timeline in the next few days, I'll have to evaluate my next steps. Unfortunately, I don't think I'll be using them again regardless of the quality of the work...bummer.

 

[totem]

Phone them, its that thing we used to speak into.

 

[Poinzy]

It's going on almost five months waiting on a fairly straightforward restoration (not modification) of an ST-70 from a reputable & well-regarded tech outfit. I do understand that good work takes time, and I definitely don't want to be overly impatient, but is five months (and counting—) a normal turn-around? I was told that I would be notified of what needs to be done once it was looked at, so I'm pretty sure that work hasn't even started yet...

Not trying to complain, just trying to put things in the proper perspective! Thanks

I would have given the guy six weeks from the time he received the gear. You didn't want him to play with your ST-70. You wanted him to fix it.

 

[hjames]

Depending on many emails you and other folks have sent them, that could generate some anxiety on both sides.
Many techs may not be the best at email and high tech communications.
Perhaps a single phone call to check on the status would be a better approach.
Not multiple dunning calls, but just a single call to confirm everything is ok and a tech did not die on you or something
(not to be crass, but for a lot of the gear we love, the techs do tend to be older gentleman) ...

 

[Ohighway]

Initially, the quote was that it would take 2-3 weeks, so 5 months is considerably outside of a normal backlog, I think.

Regarding communications, I sent a few emails in Dec. and Jan. that went unanswered due to an issue with their email account. Since early February, I've sent I've sent four more, spaced about 4-5 weeks apart (the last one a couple weeks ago has gone unanswered...) The responses have always been prompt, professional, and apologetic, but always requesting patience, and that they will be able to get to the amp in "one or two weeks".

.

That's a Red Flag IMO.....

What toxcrusadr said. You are a customer and paying money for a service. No reputable shop should get bent out of shape by a simple inquiry.

Pick up the phone and call them.

This.....

 

[maxhifi]

Some people fix stuff on the side as a hobby, and maybe "real life" took over. I agree the time is way too long, but could be a decent guy and tech who bit off more than he can chew.

Maybe give the guy a call and see if he can "repair" the amp instead of "rebuild", and tell him time is of the essence because you need it soon.

Good luck - it's a shame technical skills are becoming few and far between. If you were nearby I'd offer to do it for ya.

 

[Bob]

a lot depends on the condition it was in and what you intend to have done to it. I've had several
ST70s and because they are rather old, they are somewhat fragile.

if there's a repair, it could take a lot of time if it's not clearly evident what the problem is.
for example, if there's a problem with the OPT then it's take it apart and fix, or replace.
or it blows fuses - this could be one or more problems and can take time to isolate.

if it's to update, then what level, back-to-specs or update with modern parts. Add
the Van alstine mods, change out the driver board/circuitry, re-chrome the chassis,
keep the mono-stereo switch, rewire with shielded cable?

good news is that the ST70 is not a nightmare to work on - I totally salute the
experts/giants who work on just recapping an SS receiver with hundreds of components.

I would ask them the exact state of your unit. verify with pictures. then decide whether
they can meet their commitments with a "real" stated timeframe, or simply ask for it
back. You may have to chalk up the expense as a learning process. perhaps
if they're ethical and honorable, they return and refund.

 

[Poinzy]

I watched my Dad make tube amps from scratch when I was a kid, and it SAS didn't take him five months to do it.