Vantage damage 2

[croc]

Hi
I have a problem that I am trying to get to the bottom of and I am hoping someone has had similar. I have a pair of Vantages which I have had from new, they are 4 years old not used a great deal and immaculate or so I thought! A few weeks ago I was giving them a dust and I noticed that there was a small crack in the plastic trim (the one with the two allen bolts in) right in the corner behind the panel!!!!! what I thought!!! I checked the other one andthis had the same damage. I don't know how this happened (it is difficult to see )or when. I live on my own, no children, wife and am highly protective of my audio equipment. I mailed ML and was told that this was probably caused by overtightening of the screws and to contact the UK distributor who would sort it for me under warranty. I did this and was told by them that it has nothing to do with the screws being overtightened but has been caused by picking up the speakers by the panels. No way I said, its obvious that with the weight of the speaker box at the bottom that this shouldn't be done only an an idiot as far as I am concerned would do this! I have only moved them twice, less than a foot, and this has been by lifting them from the bottom. The distributor did say to send them back and that they would repair them as a gesture of goodwill as they had the parts in stock. I took them there myself and they were duly repaired , all six struts were replaced if that makes any sense to anyone and they were delivered back to me, along with a bill for £211.00 (approx $300). |I rang and asked what the bill was for and was told it was the labour charges, I was told then that the parts were supplied free of charge (gesture of goodwill) but I had to pay the labour as it wasn't a manufactring fault, but phyisical damage!! I haven't damaged them, they must have been like that from new!!! I mailed ML asking to be reimbursed based on the fact that they said the screws had been overtightened (in my eyes a manufacturing fault) and they refused saying they have no control over what their distributor charges or what for!! NOT HAPPY WITH ML!!! No way in a million years have I damaged them yet I have had to pay to get hem repaired. Has anyone else heard of this or suffered similar with Vantages and ML's refusal to accept responsibility?

Thanks Guys Paul

 

[robertawillisjr]

From what I've read over the years ML is too soft on its foreign (relative to the U.S.) distributors.

 

[croc]

Since they declined my request for a refund based on their diagnosis of overtightened screws I sent them another email reminding of what they had said and again stressing that I had not damaged the speakers but no reply as yet, funny that!!!!!! These were £4000 here in the UK ML must be making mega bucks, surely asking for a refund for $300 for what in my mind is clearly warranty work is not asking that much?? based on this attitude by ML I would probably not by ML again out of principle but would probably go for the English Quad Electrostatics. VANTAGE OWNERS CHECK YOUR SPEAKERS, be interesting to see how many other damaged ones there are out there without their owners knowing??

 

[amey01]

From what I've read over the years ML is too soft on its foreign (relative to the U.S.) distributors.

Yep - first hand experience. They get away with daylight murder.......

 

[amey01]

Hey - you might want to check the bottom too.

Read this thread:
http://www.martinloganowners.com/forum/showthread.php?t=4094

I had the same problem and was told by ML that the issue was to do with a batch of packing that was not made to standard. ML apologised and sent me the parts directly - bypassing the distributor.

Sorry to hear your expereince. Jim Power has left now, so things are different.

How old are your speakers?

 

[croc]

Hi
Thanks for directing me to that thread!! yes I also think for the money they could be better made but I treat them like a baby,very gentle use and handling this was not caused by me 100% but ML don't seem to want to know
Bottoms are fine, they are 4 years old but I doubt if they have had more than 50 hrs use!!! ML obviously know there is a problem, not happy at all. The fact that the UK distributor (Absolute Sounds) had the parts in stock, should tell me that the design is crap and liable to fail!!

Thanks

 

[croc]

Three cheers for Pinewood Music in the UK

What can I say!!! I contacted Pinewod Music here in the UK (the dealer I bought them from) for their comments and Brian Rivas the owner offered to reimburse me the cost of the repair without me asking, no questions asked, no fuss !!! Thats the ultimate in customer service (I haven't dealt with them since I bought the speakers 4years ago!). I remember when I bought them that he gave me exactly the same amount back as Part ex for the clarity's in bought off him secondhand about 18 months before!! Here is a great company down in Somerset who sells high end stuff and stands by what he sells. Unlike ML who have zero customer service and who completely switch off as soon as it looks like the have to honour their warranty. SO IF YOU WANT ANY EQUIPMENT, AND WISH TO DEAL WITH SOMEONE WHO ACTUALLY CARES ABOUT THEIR CUSTOMERS, GIVE BRIAN OR ALISON A RING.

Here endeth my rant!!!

 

[Bernard]

The fact that the UK distributor (Absolute Sounds) had the parts in stock, should tell me that the design is crap and liable to fail!!

Thanks

Yup, does sound like a basic design issue that ML should address.

 

[robertawillisjr]

Sorry but I thought you didn't have a dealer (my assumption). I found (decades ago) that it is always best to talk to your dealer first. Many companies will direct you to a dealer. I am happy that you had a good resolution to your problem.

I am sure you wish your distributer handled it better.

 

[iove]

I've had to replace the top strut that was cracking due to over-tightening. ML took care of it. I'll have to go over the bottom strut with a fine tooth comb when I get home.

 

[Bernard]

I've had to replace the top strut that was cracking due to over-tightening. ML took care of it. I'll have to go over the bottom strut with a fine tooth comb when I get home.

Do you know where the speaker was made (the U.S. or Canada)?

 

[Victor]

What can I say!!! I contacted Pinewod Music here in the UK (the dealer I bought them from) for their comments and Brian Rivas the owner offered to reimburse me the cost of the repair without me asking, no questions asked, no fuss !!! Thats the ultimate in customer service (I haven't dealt with them since I bought the speakers 4years ago!).

Hi Croc,
Sorry to hear about your problem. You will generally find that UK ML dealers are quite gracious when it comes to picking up the tab for any difficulties. They see this very much as part of the service and this is why the top dealers are so highly recommended (and perhaps slightly more expensive) because they always go the extra mile. I had a similar situation with the bottom brackets and I couldn't believe how understanding they were about it.

Given your careful history with the speakers it is a disturbing problem. Have you tested the tension of the bottom bolts yet? If you've never done this before you'll be shocked by how much they can loosen. (The bolts can be tightened in situ BTW - with practice it can be done in seconds, but always mindful of not over-torquing them ). If they do prove to be loose, I'm wondering if it's possible for the resulting bass resonances to stress and crack the top bracket? Just a thought....?
The fact that both speakers register the same fault is just plain weird....

All the best.....................Victor.

 

[JayJayHache]

What can I say!!!....Thats the ultimate in customer service

I've known Brian for over a decade and he's been absolutely fantastic! Certainly the best hifi specialist i've ever delt with anywhere in Europe - 10/10 for service and (very importantly) advice.
JayJayHache

 

[iove]

Do you know where the speaker was made (the U.S. or Canada)?

I assume US as it was one of the earlier production serial number.

 

[hamish maclean]

i have a pair of vantage speakers which i bought from new,i was adjusting the spikes when i noticed the cracks at the bottom of the speakers, all plastic corners are cracked ,i am trying to get these replaced under warranty .IF YOU HAVE VANTAGE SPEAKERS CHECK THEM NOW.my speakers were new through absolute sounds in the uk in 2007, from the threads on the internet there was a problem with the packing boxes,which lead to fractures in the plastic i will let you know how i get on

 

[hamish maclean]

i managed to get the bottom struts replaced under warranty, i noticed the new struts have been redesigned complete with new bolts , my old struts were in pieces when removed ,i did it myself its easy, watch out for the vertical poles inside the stator