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A.S.
05-04-2011, 04:24 PM
A HUG member opened his new Harbeth speakers, made an internal modification, and then announced the modification publicly to the Harbeth User Group. At Moderation this was commented on, as follows:


We cannot encourage DIY speaker-redesign here on the official, manufacturers-run Harbeth User Group.

If there is an urge to open and modify what left the factory in guaranteed working order there are potential consequences of which you should be aware:


We would need to review the Warranty situation. Any (extremely rare) Warranty claims need to be validated by an authorised Harbeth dealer. If there is evidence that the user has opened and/or attempted to modify and/or damaged the speakers through misuse or neglect then the Warranty coverage is at risk. This is the same as returning your car to an authorised dealer for inspection if want to make a claim. It's only fair and reasonable.
You should be vigilant when buying used (second-hand). You never know what modifications the user has been tempted into. We only offer Warranty to the first owner subject to various T's and C's.

Thank you for your understanding. I do my very, very best when designing Harbeth speakers to squeeze every gramme of performance and to save you wasting time and money chasing modifications.In subsequent dialogue with the user we have been told that our position is unreasonable. However, we are an ISO9001 registered business (and have been for several years) and we take our responsibility of QC very seriously. In the extremely rare situation where after care is needed, we must be able to investigate and identify what went wrong - and learn from the experience. This means that we require that the loudspeaker is attended to by an qualified and Authorised Harbeth outlet with whom we can, in advance, discuss the dismantling with.

To reiterate our position: In the interests of long term Quality Management we ask you not to open your sealed Harbeth speaker and certainly not to make any adjustments or modifications. After care is a job for an Authorised specialist unless you receive specific, one-on-one individual instructions from an accredited Harbeth representative. Following that approved route, there will be no impact on your Warranty.

Thank you for helping us to keep the QC loop closed and to offer a first class product that should last a lifetime with sensible use.

EricW
05-04-2011, 10:31 PM
In my opinion, Harbeth is on solid legal ground here. A "no unauthorized modifications" precondition to the receipt of warranty service is a standard condition. A warranty is a form of contract, and as such can impose reasonable conditions on the purchaser as part of the overall contract of sale. I've never heard of one of these being successfully challenged - if anyone knows otherwise, please send me the case: I'd be most interested in reading it.

HUG-1
22-09-2011, 01:25 PM
Just to remind you ........ the Harbeth Warranty is applicable to


the first owner assuming that the owner registers the speaker in the original country that we sold them into e.g. if Harbeth UK sold them to country A but the end user is in country B then they cannot be Registered for Warranty
they are registered within 7 days of purchase
they were manufactured no more than 180 days prior to Registration
all Registration information is completed correctly, truthfully and in full. Information about the dealer's name, sales ticket number etc. will be validated as correct
the speaker has not been opened or modified in any way
all external and internal unique identifying marks (incl. serial numbers) are intact, legible and are valid and true
the speakers were purchased through a current Official Harbeth Retailer listed on the Harbeth website at the date of purchase.

Note: Registrations are not automatically validated at the point of Registration and even though you may appear to complete the Registration process, Warranty is only activated upon our individual inspection and cross-check with sales and production records.

If the original ex-Harbeth serial numbers have been tampered with in any way neither Harbeth UK nor any of its agents or distributors can offer any Warranty.

Other T's and C's apply.

george_k
23-09-2011, 04:21 AM
Are authorized dealers aware the 180 day manufacturing warranty requirement? Of all the bullet points listed this is the only one that isn't in the buyer's control unless he's aware of this requirement before making the purchase.

{Moderator's comment: it's a little hard to believe that new stock would remain unsold in the sales pipeline six months after manufacture.}

fred40
23-09-2011, 05:34 PM
Elas...That"s not very likely to happen. Most demo boxes are sold in open cartons (mine in a box with a sealing from another speaker manufacturer) by dealers stating they had them tested. For the consumer it''s impossible to know how old these boxes are. Wish Harbeth had a more realistic approach to this problem.

{Moaderator's comment: and what do you suggest bearing in mind that the essence of any manufacturer's Warranty is to reassure the consumer that the goods will perform exactly as they left the factory for the period of the Warranty?}

jplaurel
23-09-2011, 10:16 PM
Harbeth's position on this is entirely reasonable. I disagree with the requirement to register the product within 7 days of purchase for the warranty to be valid. It is more common today to honor a warranty from the time the product is purchased whether or not the warranty registration was submitted. When service is provided so long as the customer shows proof of purchase and the purchase date shows that the product is within its warranty period.

That said, Harbeth is of course free to make any policy they wish.

fred40
24-09-2011, 10:56 AM
Elas...That"s not very likely to happen. Most demo boxes are sold in open cartons (mine in a box with a sealing from another speaker manufacturer) by dealers stating they had them tested. For the consumer it''s impossible to know how old these boxes are. Wish Harbeth had a more realistic approach to this problem.

{Moaderator's comment: and what do you suggest bearing in mind that the essence of any manufacturer's Warranty is to reassure the consumer that the goods will perform exactly as they left the factory for the period of the Warranty?}

As a Custumer from Harbeth you want to be sure that the speakers are manufactured within the three months period after purchasing these speakers Well just print a date on the back that will be enough and stops Dealers from selling you older or demo speakers .

{mModerator's comment .... six months not three months.}

Cyreg
24-09-2011, 02:07 PM
We are here now just talking about the EXTENSION of 2 YEAR WARRANTY TO 3 YEARS? from Harbeth, I presume?
The normal 1 year warranty after buying an unopened Harbeth set is still valid all the times, I presume?

I know from own experience(C7ES-3) that a Harbeth distributor may occasionally have unopened stock from an earlier productiondate than 6 month ago. (is not what I wrote > edited by the moderator?)

So I think the "after max six month productiondate extended Harbeth warranty" is not entirely fair in those cases.
Should the distributor and the dealers provide an extra warranty of their own? or even do the normal 2 year warranty ?

Little confusing ATM

engjoo
25-09-2011, 01:16 AM
Are these terms and conditions stated clearly on Harbeth website? I tried doing a search and there was nothing mentioned apart from pieces of partial information here in HUG.

fred40
25-09-2011, 11:13 AM
From a legally point of view In my opinion the Harbeth warranty does not apply in several countries outside the UK. As soon as I buy a product here in Holland-It doesn"t matter if this is a Dutch made product or a foreign product-the Dutch consumer laws are valid from the day the products are purchased. These consumer right law is somewhat different from what Harbeth is stating in their warranty

But as I said earlier a sticker with the date of production on the back of the speakers and the problem is dealt with.

EricW
26-09-2011, 06:46 AM
From a legally point of view In my opinion the Harbeth warranty does not apply in several countries outside the UK. As soon as I buy a product here in Holland-It doesn"t matter if this is a Dutch made product or a foreign product-the Dutch consumer laws are valid from the day the products are purchased. These consumer right law is somewhat different from what Harbeth is stating in their warranty



It's not clear whether you're speaking to the length of the warranty or to the prohibition on unauthorized modifications. Those are two quite distinct issues. It's true that consumer protection legislation in various jurisdictions (including states and provinces in North America) may confer on the purchaser certain rights irrespective of what the warranty says. However, I would be surprised if those rights survived the purchaser's unauthorized modification of the product.

Cyreg
27-09-2011, 05:17 PM
OK so just to be sure > is following quote from the Harbethsite/aftersalespage still valid?:

"Harbeth loudspeakers are precision instruments that are thoughtfully designed and carefully assembled and tested. Providing that they are not overdriven they will last indefinitely. Our official UK Warranty is 12 months from date of first purchase to the first, original owner providing that the speakers have been treated with respect, and operated within their rated specification. The original purchaser can extended his/her Warranty FOC to 36 month from date of manufacture upon completion of the on-line Warranty registration".

EricW
27-09-2011, 10:00 PM
I think the term "UK warranty" may be introducing a degree of confusion.

I would not want to opine on Dutch law or the law of any jurisdiction other than my own, but as I said above, there may be rights granted by legislation in each jurisdiction that either modify, or apply regardless of, the terms of a warranty. That includes the UK, presumably - but those are statutory rights, not terms of a warranty that will apply regardless of where the purchaser is located.

It's not uncommon in a warranty document to have language that recognizes that the buyer may have additional statutory rights over and above the warranty terms, and which may affect those terms.

As a matter of how Harbeth applies and interprets its own warranty language (apart from statutory considerations) it is free to do as likes subject to its application and interpretation being reasonable as a matter of contract.

(Disclaimer: this is not legal advice or opinion.)

EricW
28-09-2011, 12:12 AM
It occurs to me that there is a potential consequence to dating warranty coverage from date of manufacture that Harbeth may not intend, which is that it may serve as a disincentive to a dealer or distributor actually stocking Harbeth product.

Really, the way the consumer obtains maximum protection is if the dealer takes in the order, gets it fulfilled quickly by the distributor (assuming non-UK), who in turn has hopefully received product very recently - the more recently, the better - from Harbeth UK.

Also, is it really fair to the consumer that the amount of warranty available to him/her is dependent on how long a dealer or distributor has had the product in stock? The buyer has no control over this and may not even be aware of it at the time of purchase.

Cyreg
03-10-2011, 04:20 PM
Anyone from Harbeth willing to give an answer to the below quoted "question and quote" please?


OK so just to be sure > is following quote from the Harbethsite/aftersales page still valid?:

"Harbeth loudspeakers are precision instruments that are thoughtfully designed and carefully assembled and tested. Providing that they are not overdriven they will last indefinitely. Our official UK Warranty is 12 months from date of first purchase to the first, original owner providing that the speakers have been treated with respect, and operated within their rated specification. The original purchaser can extended his/her Warranty FOC to 36 month from date of manufacture upon completion of the on-line Warranty registration".

A.S.
03-10-2011, 09:55 PM
Anyone from Harbeth willing to give an answer to the below quoted "question and quote" please?That looks to me like the current official Warranty position.

There is one additional caveat ... we record the country that we originally exported the speakers to from Harbeth UK, along with many other identifying details. We cannot offer any Warranty if those speakers are diverted to another country than the one they were intended for. For example, if we made them for country Z, exported them to country Z and all our paperwork ties-up when the first user residing in country Z and actually using the speakers in country Z registers the speakers then all well and good. But if the speakers were mysteriously diverted to country X (for example, stolen in transit to country Z) then there cannot be any Wwarranty as the paperwork will not tie up. At this time we do not positively inhibit the registration of any speakers as we are gathering data, but if there is anything irregular about the registration it will come to light from a database interrogation at the point that warranty is needed.

How all this works behind the scenes shouldn't concern you. If you meet the criteria we will honour your Warranty should you need it. But we are certainly not going to extend any generosity of spirit to someone who has deliberately manipulated the sales system or handled stolen goods.

Cyreg
03-10-2011, 10:35 PM
Thanks AS, that's clear sofar than, but.................what about the following quote from HUG1 with the extra rules?


Just to remind you ........ the Harbeth Warranty is applicable to


the first owner assuming that the owner registers the speaker in the original country that we sold them into e.g. if Harbeth UK sold them to country A but the end user is in country B then they cannot be Registered for Warranty
they are registered within 7 days of purchase
they were manufactured no more than 180 days prior to Registration
all Registration information is completed correctly, truthfully and in full. Information about the dealer's name, sales ticket number etc. will be validated as correct
the speaker has not been opened or modified in any way
all external and internal unique identifying marks (incl. serial numbers) are intact, legible and are valid and true
the speakers were purchased through a current Official Harbeth Retailer listed on the Harbeth website at the date of purchase.

Note: Registrations are not automatically validated at the point of Registration and even though you may appear to complete the Registration process, Warranty is only activated upon our individual inspection and cross-check with sales and production records.

If the original ex-Harbeth serial numbers have been tampered with in any way neither Harbeth UK nor any of its agents or distributors can offer any Warranty.

Other T's and C's apply.




Registration within the 6 month after manufacturing?
That's not for the customer to know and seems unfair to the distributor/dealer?
This is what the discussion was about afterwards!

Your point of view please AS? Thx Han

twan1
04-10-2011, 02:31 PM
It makes no sense at all that the end user should live in the same country where the speakers are sold. I believe I should feel free to buy products in the country of my liking with full warranty.

{Moderator's comment: sorry but that's how it is and how it has been for over twenty years. We support our worldwide dealers servicing and looking after our/their customers in each country.}

kjtan6
10-12-2014, 08:06 AM
On the Issue of Warranty, I had purchased the SHL5 plus in Singapore from CD Acoustic. Jimmy had repeatedly reminded me to register on-line HUG to get the Extended Warranty on top of the 1 year warranty by CD Acoustic. Having done so, I had not received any reply from Harbeth UK since. That was since 11th October 2014. Is this normal for Harbeth not to reply if the registration is received and accepted?

FYI, the serial number of the speaker are xxxxxx left and right.

Tan K. J.
Singapore

SChat
10-12-2014, 10:48 AM
{Moderator's comment: sorry but that's how it is and how it has been for over twenty years. We support our worldwide dealers servicing and looking after our/their customers in each country.}

How about people who mY get transferred from one country to another? Surely there should be a way of supporting them?

HUG-1
10-12-2014, 11:55 AM
How about people who may get transferred from one country to another? Surely there should be a way of supporting them?The point being made was not about after care; it was about an order production system first-in-first-out. In between the production of wholesale bulk orders we fit in as best as we can unscheduled one-off orders. It is not possible to give rock-solid delivery dates for them.

Please do not waste time. The sooner your Order is logged here and a Confirmation raised, the closer you are to getting your speakers. Thanks in advance.

HUG-1
10-12-2014, 12:08 PM
On the Issue of Warranty, I had purchased the SHL5 plus in Singapore from CD Acoustic. Jimmy had repeatedly reminded me to register on-line HUG to get the Extended Warranty on top of the 1 year warranty by CD Acoustic. Having done so, I had not received any reply from Harbeth UK since. That was since 11th October 2014. Is this normal for Harbeth not to reply if the registration is received and accepted?

FYI, the serial number of the speaker are xxxxxx left and right.

Tan K. J.
SingaporeWe cannot see that entry on 11 or 12 Nov. 14. We can see a Mr. Tan, who registered SHL5+ on 12th, bought in Singapore but living in Vietnam. On the face of it; pending investigation; that pair cannot be registered for extended Warranty. Is that you?

A.S.
10-12-2014, 12:16 PM
I've looked at the database myself and I think that there is no connection between these two gentlemen. I'm aware that the family name is not unusual in Singapore.

Could be please re-register, completing all the required details (shop receipt number, serial number etc.) and I'll keep a look out for your entry.

SChat
10-12-2014, 04:47 PM
The point being made was not about after care; it was about an order production system first-in-first-out. In between the production of wholesale bulk orders we fit in as best as we can unscheduled one-off orders. It is not possible to give rock-solid delivery dates for them.

Please do not waste time. The sooner your Order is logged here and a Confirmation raised, the closer you are to getting your speakers. Thanks in advance.

I am a little confused (and a little worried) now. I think my question was misunderstood. I was not enquiring about availability.

I ordered my speakers a few days ago and they have been delivered today (in London)

My question was related to Warranty and After-care on these speakers. I am one of those fortunate/unfortunate souls (depending on your POV) who has to move from one country to another every few years. If the Harbeth policy is NOT to honour warranty other than in the country of original purchase then that would be worrying for me.

While I understand that I probably belong to a very small minority (of the overall customer base) - shouldn't Harbeth have a system of allowing transfer of warranty (as long as the owner remains the same) from one country to another? That was my concern and question.

A.S.
10-12-2014, 04:53 PM
I am a little confused (and a little worried) now. I think my question was misunderstood. I was not enquiring about availability.

I ordered my speakers a few days ago and they have been delivered today (in London)

My question was related to Warranty and After-care on these speakers. I am one of those fortunate/unfortunate souls (depending on your POV) who has to move from one country to another every few years. If the Harbeth policy is NOT to honour warranty other than in the country of original purchase then that would be worrying for me.

While I understand that I probably belong to a very small minority (of the overall customer base) - shouldn't Harbeth have a system of allowing transfer of warranty (as long as the owner remains the same) from one country to another? That was my concern and question.You should neither be confused nor concerned. Yours is an entirely reasonable, legitimate case. What we will not become involved with is deliberated circumvention of the well understood and clearly explained rules regarding the privilege of extended Warranty. Just enjoy!

On the subject of extended Warranty, just to make it clear: this is granted when our products are bought brand new and sealed from an Authorised Dealer. That specifically excludes buying from a third party who may, somehow or other have obtained a pair of Harbeth speakers. If the dealer is not Authorised but sells, then it is he, not Harbeth or its Authorised outlets, who must give you a written Warranty and honour it.

Not sure if the dealer is really Authorised? 1) Check the Harbeth web site 2) call Harbeth UK. Beyond that, you are really on your own.

SChat
10-12-2014, 06:05 PM
Many Thanks!

kjtan6
11-12-2014, 04:49 AM
We cannot see that entry on 11 or 12 Nov. 14. We can see a Mr. Tan, who registered SHL5+ on 12th, bought in Singapore but living in Vietnam. On the face of it; pending investigation; that pair cannot be registered for extended Warranty. Is that you?

Dear HUG-1 Moderator,

With reference to my post on Extended Warranty Registration, I am certainly not the user that bought the SHL5+ from Singapore and living in Vietnam. My residence is in Singapore.

For Alan and your reference, the receipt number from Jimmy, CD Acoustics is xxxx dated 11/10/2014. Again, the serial number of the SHL5+ are xxxxxx L/R (left and right) Cherry. Kindly check and confirm. Meanwhile, I will also be checking with CD Acoustic if they had submitted their receipt database to you.

I would appreciate your reply. Thank you.

Tan K.J.

A.S.
11-12-2014, 11:13 AM
With reference to my post on Extended Warranty Registration, I am certainly not the user that bought the SHL5+ from Singapore and living in Vietnam. My residence is in Singapore.

For Alan and your reference, the receipt number from Jimmy, CD Acoustics is xxxx dated 11/10/2014. Again, the serial number of the SHL5+ are xxxxxx L/R (left and right) Cherry. Kindly check and confirm. Meanwhile, I will also be checking with CD Acoustic if they had submitted their receipt database to you.

I would appreciate your reply. Thank you.

Tan K.J.I have been passed your further message. I have personally checked the database this morning, and cannot see your pair listed. As mentioned, please attempt to re-register and I'll take a look later.

kjtan6
12-12-2014, 06:19 AM
Dear Alan,

As advised, I've just registered again in the Harbeth website for the SHL5plus serial number xxxxxx. Appreciate a reply from Harbeth.

Tan K. J.
Singapore

A.S.
12-12-2014, 01:35 PM
Dear Alan,

As advised, I've just registered again in the Harbeth website for the SHL5plus serial number xxxxxx. Appreciate a reply from Harbeth.

Tan K. J.
SingaporeNot one but two entries from you appeared in the Registration Database today. We've deleted the duplicate.