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

Get it shipped back NOW, in your fancy packing, and pronto.
No excuses from them, their time is DONE.
Its a tube amp so we know it has weight and shipping costs money,
but get it shipped back NOW.
 
BassKulcha said:
Well, after another email and phone call last week I finally received a response:

"We apologize for the delay in responding to your earlier inquiry. Our goal is to get our queue backlog cleared out within the next 4 - 5 weeks, with June 15th being our deadline. So, we are striving to have your ST-70 completed in that time frame."

So now it *might* be June 15th (even though back in early February I was told it would be "one or two more weeks"...) Understandably, I don't feel very confident about this date either, so on Friday I called again to see if I could talk in person to discuss the timeframe (no answer so had to leave a message asking them to call me back.) For good measure I also sent an email requesting them to call me to discuss. No answer yet, but I'm try again Monday.

Who knows if June 15th is a real date or not, or whether it will be another month (or two, or three...) after that. My plan is to ask them to prioritize my ST-70 and start on it within two weeks so that I *receive* it by June 15th.

If this was local I would've yanked this away months ago, but I shipped it to California and paid for a professional packing job (double-wall box, custom cut shipping foam—the whole nine yards—) so I'm pretty much committed to them at this point. In any case, this is all pretty damn frustrating...:mad:
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Now you are relying on them to fulfill another promise despite clear evidence they have not before. You are worried about losing the cost of the shipping and packing at the risk of losing the entire amp from either shoddy workmanship (quite likely I would presume based on all that has transpired) or non return at all. At best you get the amp back months late with hopefully adequate work done but saved the cost of double shipping. You have an opportunity to cut your losses by demanding it returned to you NOW. You can end the frustration and end the entire process now and move on or continue down this path and "hope" for a good outcome.

As others have said at a minimum have an AKer, if nearby, take a peek at the shop and maybe try to help.
 
Whack, whack, whack, whack, whack. How many more does it take before you say ouch?

Blind faith here will get you a poke in the eye with a sharp stick, if you're lucky! Jeeeez!
 
Man what a thoroughly disheartening process this has been. :( I must be a masochist, because I sent *one more email* and phone call yesterday basically giving an "ultimatum" schedule: diagnostic within a week, repairs within ten days of that, and back in my hands by June 5 or else ship it back asap. (I don't think that's a overly difficult schedule, since 2-3 weeks was the original quote I received in November 2016!

Here's the answer I got: "We understand your frustration at this point, and we will try our best to accommodate your demand schedule."

Oh, FFS... if that's not noncommittal I don't what is. So, I'm done. I just sent a another email asking him to please ship the amp back immediately...

So, in the interests of full transparency, and to make it clear that I haven't been unreasonable in my expectations (I think), I've organized all of the email correspondence I've had with Ken and Lloyd Leonard from Analog Engineering Associates (aeaaudio.com) in order to make clear the communication that has transpired over these last nearly six months. I take very seriously the prospect of negatively influencing someones business, and don't enjoy having to do this...

I'm sure your eyes will glaze over with boredom reading it, so you are free to skip...

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Late November 2016: Initial phone conversations with Ken Leonard re: work they do, pricing, and turnaround. 2-3 weeks turnaround was discussed (not taking into account the holiday season—so understood it would be more like 5-6 weeks—) Ken was friendly and generous with his time and very informative. I felt I was making the right decision sending the ST-70 to AEA.

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Dec. 17, 2016 Package Shipped To CA

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Dec. 24, 2016 Package received in CA (signature confirmation)

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Feb 1, 2017
REQUEST FOR INFO:

"Hi Ken, I’ve sent you a few emails to the ken@aeaaudio.com address, but my guess is that they’re not getting to you, so I’m sending it to this one just in case—) Hope you are well, and you had a nice holiday season!

I’m just checking in to see where we’re at with my Dynaco ST-70 restoration. I’m sure you’ve got a lot on your plate, but when you get a chance, please let me know when you think I’ll be getting the diagnostic performance report. I’m very interested to see how this amp tests and what will need to be addressed—

Let me know when you get a chance—
Thanks

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Feb 1, 2017
RESPONSE (Lloyd Leonard, Ken's son):

"Thanks for checking in, and sorry for the lack of updates. We have been having issues with our @aeaudio.com email addresses, so this aeaaudio@gmail.com is the best way to contact us via email.

Your ST-70 is in the queue, and we are chugging away towards getting it on the bench. As soon as we get to it, we will contact you about its condition and the work you would like done to it.

To be realistic, it is likely going to be another week or two before we reach it. Thanks for all your patience!"

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Feb 22, 2017
REQUEST FOR INFO:

"Hi Lloyd,

I hope all is well with you—Just checking in to see if you've had a chance yet to take a look at my ST-70. Let me know when you get a chance—

Thanks!

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Feb. 24, 2017
RESPONSE / Lloyd Leonard:

Thanks for checking in, and we sincerely apologize for the delay in getting to your amp.

Ken had to take a business trip, and we are now in the process of selling and moving out of our house, so amp restoration work hours have been limited these past few weeks.

We are still working through the queue, and we will get to your Dynaco as quickly as we can manage.

Thanks for your continued patience, and we hope that the wait will be worth it.

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March. 29, 2017
REQUEST FOR INFO:

Hi Lloyd,

I hope your move went well and you are settling in. I'm just checking into to see where we are with the Dynaco—

I understand you just have a backlog of projects—is there any way you could give an ETA?

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March. 30, 2017
RESPONSE / Lloyd Leonard:

Thanks for the email.

Realistically we probably won't be getting to the Dynaco for another two weeks or so. Hopefully by that time we will be back into full swing and working through the queue.

Really sorry for the delay!

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March 30, 2017
REQUEST FOR INFO:

Hi Lloyd,

Thanks for the update.

I know you must have a lot on your plate, but hopefully we'll be able to resolve this soon. If it's ok with you, I'll check in two weeks to see where we are.

Just for my own understanding—how long would you estimate the repair/modification work taking after the cleaning and diagnostics? (I'm trying to sort out a reasonable expectation for delivery...)

Thanks—

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March 30, 2017
RESPONSE / Lloyd Leonard:

Thanks for your patience.

Once we start, it will take a week or two at the most to complete all the work and testing we need to do.


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April 30, 2017
REQUEST FOR INFO:

Hi Lloyd,

Following up again on the status of the ST-70 restoration. If you have any info to share, please let me know—

( Unfortunately for me, my stand-in for the ST-70 just kicked the bucket, so I don’t currently have any useable system. I’ll need to make a decision to purchase another stand-in, or whether the ST-70 will be coming home in the next few weeks—)

Again, I know you guys have a lot on your plate, so I apologize for the check-ins, but I’m sure you can understand my dilemma at the moment —

Let me know when you get a chance—

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***NO RESPONSE***

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May 10, 2017
SECOND REQUEST FOR INFO:
(AND PHONE CALL/ LEFT MESSAGE)

Lloyd,


I am following up on the email below, sent April 30th. Please contact me asap regarding the status of the requested restoration of my Dynaco ST-70.

On the previous email communication of March 30th, you said that restoration would likely begin in the following "two weeks or so".

It's now been nearly six weeks since then, and nearly five months, in total, since delivery to AEA (December, 2016).

Given the expanding timeline, at this point I'll need a firm date as to when it will be completed.

Feel free to call me at (XXX) XXX-XXXX if that is more convenient.

I look forward to hearing from you in the next day or two with the status—

Thanks—


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May 11, 2017
RESPONSE / Lloyd Leonard:

We apologize for the delay in responding to your earlier inquiry.

Our goal is to get our queue backlog cleared out within the next 4 - 5 weeks, with June 15th being our deadline. So, we are striving to have your ST-70 completed in that time frame.

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May 12, 2017
REQUEST FOR INFO:
(AND PHONE CALL/ LEFT MESSAGE)

Lloyd,

Thank you for responding to my query.

I would like to take a few minutes today on the phone to clarify some of the specifics of the timeline that you mentioned.

Please call me today at XXX-XXX-XXXX at your earliest convenience.

Regards

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Customer communications is just as important as quality work, with the time being so long past the promised date, an immediate call from them with a promise to put your on the bench right now, if you didn't request it to be returned seems the least they could do. I would request them to ship it back at their expense.
 
Five months sounds like he was backlogged long before he took on your repair job. So, I'd ask if there was actually a reason this is taking so long. With everyone to include Elmer Fud into stereo these days turnaround time could be expected to take longer. Then again how much do you respect this guys work and can you get the same quality work done somewhere else ???
 
Djcoolray said:
Five months sounds like he was backlogged long before he took on your repair job. So, I'd ask if there was actually a reason this is taking so long. With everyone to include Elmer Fud into stereo these days turnaround time could be expected to take longer. Then again how much do you respect this guys work and can you get the same quality work done somewhere else ???
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Yeah, I was really green when I contacted them 6 months ago. I would probably go with someone else at this point, knowing more about the good techs on AK (or try it myself—)

I really can't help but think that at heart they they are good, talented people that just got hit with extenuating circumstances. I guess I'm a sucker to assume that people's intentions are generally good. I do understand that life does get in the way sometimes... :dunno:
 
Ok guys, what do I do? I *just* received this email:

"Back when we first spoke with you, our turn around time was around 3 weeks. We had a string of unfortunate events outside of AEA that basically prevented us from working on amps for the past several months. These were personal events, and we do sincerely apologize for not communicating with you regarding the delay, and keeping you up to date. We were always optimistic that we would be able to start up again with work on the queue, but something or another always prevented it.

We are working on the queue now, and have a span of several weeks to get through the amps that have been waiting the longest. Even though your Dynaco is still several amps down in the queue, we took your amp out today and placed it on the bench for initial diagnostic testing in order to meet your schedule.

We do intend to keep your schedule and can have your Dynaco completed by the 29th and shipped out to you if that still meets your expectation. If you would like a guarantee, we will guarantee it. I did not mean to slight you in pledging our best efforts to commit to your schedule - I apologize if it came off that way. I had every intention to get your Dynaco done in your stated timeline."

The decision now is whether to request they send the amp back, or to continue with the diagnostics they said they have begun. Man, this is a tough call, because I know we've all been there...

Suggestions????
 
BS return it, start over.

I wouldn't believe anything from them at this point. I would also mention your thread post here. If they care about their reputation and their future they should do as you ask, but hey.
 
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They are going to rush it to get it out the door ! I would not let them touch my equipment at this time . Yea the time sucks but if you cherish the piece have it done properly without the rush. Just my 2 cents
 
Heck, you're east coast. When you get the amp back, send it to Music Technology, in northern VA. They have a great reputation, with tube and SS gear. Pro equipment too, so they know how to meet a deadline.

Good luck.
 
BassKulcha said:
Here's the answer I got: "We understand your frustration at this point, and we will try our best to accommodate your demand schedule.
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You should have been updated as soon as the outside issues hit the shop, and impacted their work-flow. While they are probably honest in what they're now finally telling you; personally, I think it's too little, too late. Get the amp back. :(

Also, if someone told me that they were trying to "accommodate your demand schedule", after I'd waited patiently for over 5 months, they wouldn't get my business!
I wouldn't care if they promised free, next day service! "Send it back", would be all they'd hear back from me. :rant:
 
I'll be the contrarian. If it was a company I hadn't heard of, I'd probably say "get your amp back" too. But they've been referenced on AK several times as doing good work. Looking at their website, they've been around awhile and have a lot of satisfied customers.

If they've started to look at it, and the complete deadline is the 29th, that's two weeks to work on it. The end is in sight. I don't think the work involved will take anything close to that, so even if they work on it for an hour every day, they could do it pretty easily. So I don't think "rushing" is an issue here.

But I would talk to them live on the phone and express the fact that at this point, you want the job done well and to the highest standards and not rushed. If they can assure you of that, and I assume there's some warranty for their work, then you've already invested time and shipping $. Unless you plan to do it yourself now, you'll have to get in line somewhere else (and maybe ship it somewhere else). But if you get the sense that they're iffy on it, or are too distracted to focus on it, then get it back.

If you do decide to let them do it, I would probe to see if they can give you some compensation for their pushing the schedule out so much. $100 off, free shipping back, or whatever - some sign of goodwill on their part. Then if they miss the 29th deadline, then get it back since at that point you've given them all the chances any reasonable person would give someone even with extenuating circumstances.
 
captouch said:
I'll be the contrarian. If it was a company I hadn't heard of, I'd probably say "get your amp back" too. But they've been referenced on AK several times as doing good work. Looking at their website, they've been around awhile and have a lot of satisfied customers.

If they've started to look at it, and the complete deadline is the 29th, that's two weeks to work on it. The end is in sight. I don't think the work involved will take anything close to that, so even if they work on it for an hour every day, they could do it pretty easily. So I don't think "rushing" is an issue here.

But I would talk to them live on the phone and express the fact that at this point, you want the job done well and to the highest standards and not rushed. If they can assure you of that, and I assume there's some warranty for their work, then you've already invested time and shipping $. Unless you plan to do it yourself now, you'll have to get in line somewhere else (and maybe ship it somewhere else). But if you get the sense that they're iffy on it, or are too distracted to focus on it, then get it back.

If you do decide to let them do it, I would probe to see if they can give you some compensation for their pushing the schedule out so much. $100 off, free shipping back, or whatever - some sign of goodwill on their part. Then if they miss the 29th deadline, then get it back since at that point you've given them all the chances any reasonable person would give someone even with extenuating circumstances.
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You are out of your mind!!!!!! They will rush that piece of electronic art out the door as fast as they can with minimal work to get it OUT THE FUC-ING DOOR.....:whip:o_O:rant::no::bs::bowdown::blah::blah::blah::boring:
 
captouch said:
.......they've been referenced on AK several times as doing good work. Looking at their website, they've been around awhile and have a lot of satisfied customers......

....... I don't think "rushing" is an issue here.....

....... I would talk to them live on the phone and express the fact that at this point, you want the job done well and to the highest standards and not rushed. .....

........ if they miss the 29th deadline, then get it back since at that point you've given them all the chances any reasonable person would give someone even with extenuating circumstances.....
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I'm sure there's other quality outfits that can do a rebuild.

If they've been out of commission for awhile, and are now trying to catch up with all the backlogged work rushing is TOTALLY an issue.

Asking "hey where's my amp" followed by " I want the job done right and not rushed" is sending them mixed signals.

If you let them start digging into it then pull the plug midway, then you're left with the prospect of taking the amp to someone in "already messed with" condition. I don't know of any techs , electronic or otherwise, that like picking up a job halfway done by someone else.
 
silver faced said:
You are out of your mind!!!!!! They will rush that piece of electronic art out the door as fast as they can with minimal work to get it OUT THE FUC-ING DOOR.....:whip:o_O:rant::no::bs::bowdown::blah::blah::blah::boring:
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Lol, electronic art? St-70? Really?

Jeez all it needs is a few parts changed by someone who knows how to solder, this is a 60 year old amp which was designed to be affordable from the get go, not part of the space program!

If it were me I would give them the two weeks, what's to lose at this point really?
 
maxhifi said:
Lol, electronic art? St-70? Really?

Jeez all it needs is a few parts changed by someone who knows how to solder, this is a 60 year old amp which was designed to be affordable from the get go, not part of the space program!

If it were me I would give them the two weeks, what's to lose at this point really?
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Then maybe you should of offered to finish it for him!!!!!!!! If it was to solder just a couple pieces. Oh what pieces are they to get him back up and running ! Oh Ya you have not a clue!!!!!!!
 
When I hear personal and unfortunate events, I think health or something like..I agree with maxhifi and captouch, what do you have to lose, even if they shipped it back to you tommorow your still probably waiting a week to get it back.
Maybe I'm a sucker but that is what I would do.
 
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