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HUG - here for all audio enthusiasts

INTRODUCTION- PLEASE READ FIRST TO UNDERSTAND THIS FORUM!

"This Harbeth User Group (HUG) is the Manufacturer's own managed forum dedicated to natural sound, realisable by controlling the confounding variables between tthe microphone and the listeners' ears.

For example, the design of and interaction between the hifi amplifier and its speaker load can and potentially will alter the sound balance of what you hear. To reproduce the sounds captured by the recording microphones, as Harbeth speakers are designed to do, you would naturally select system components (sources, electronics, cables and so on) that do not color the sound before it reaches the speakers.

Identifying components for their system neutrality should, logically, start with the interpretation and analysis of their technical, objective performance, as any and every deviation from a measurably flat frequency response at any point along the serial chain from microphone to ear is very likely to cause the total system to have an audible sonic personality. That includes the contribution of the listening room itself.

HUG specialises in making complex technical matters simple to understand, aiding the identification of audio components likely to maintain a faithful relationship between the recorded sound and the sound you hear. With our heritage of natural sound, HUG cannot be really be expected to guide in the selection, approval, endorsement or even discussion of equipment that is intend to introduce a significantly personalised sound to the audio signal chain. For that you should do your own research and above all, make the effort to visit an Authorised Dealer and listen to your music at your loudness on your loudspeakers through the various electronics offered there. There is no on-line substitute for that time investment in a dealer's showroom.

If you desire to intentionally tune your system sound to your personal taste, please consider carefully how much you should rely upon the subjective opinions of strangers. Their hearing acuity and taste will be different to yours, as will be their motives and budget, their listening distance, listening loudness and listening room treatment, not necessarily leading to appropriate equipment selection and listening satisfaction for you.

Alternatively, if faithfully reproducing the sound intended by the composer, score, conductor and musicians over your speakers is your audio dream, then understanding something of the issues likely to fulfill that objective is what this forum has been helping with since 2006. Welcome!"


Jan. 2018
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Spares, warranty parts and RMA authorisation

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  • Spares, warranty parts and RMA authorisation

    Harbeth UK is an ISO9001 registered manufacturer. We are obliged to follow certain well-defined procedures throughout our business from sales orders incoming right through to after-care. We have been making speaker systems since 1977 - that's over thirty years - and with careful use, every one of those speakers should be in working condition. We make Harbeth speakers to a high quality and extremely few spare parts are needed by our customers which proves our basic quality. Many companies (audio, computer, car etc.) operate their spare-parts operation as a profit centre, often generating far more profit from spares than the original product. The customer requiring spares may be paying for poor design, unstable QC and corner-cutting suppliers.

    At Harbeth we've never believed that spare-parts should be a profit-centre; we don't even itemise spares in our accounting system because we consider spares to be a cost centre for us not a profit centre. However, even though spares are only rarely needed the selection, matching, pairing, packing, invoicing and despatching does take time, and takes time away from production and that cost has to be covered. Now the key point is this: our ISO inspection mandates that we identify the real reason for parts needing replacement. The questions the ISO inspectors ask all ISO9001 registered companies include the following:

    1. Is the fault certainly 100% due to customer damage such as overload, amplifier failure etc. (i.e. beyond Harbeth's influence and control)?

    2. Is the fault most likely to be a design problem?

    3. Is the fault age-related so that even though the design is solid and the customer is careful is there a latent issue which at some point in the future could cause the item to fail?

    4. Is the fault indeterminate so that neither the customer nor the manufacturer can be identified as the source of the fault?

    As I've said before the number of spare parts that we issue in a year from here is insignificant as a proportion of the total number of speakers that we make and this proves Harbeth's are reliable. But we really need to understand precisely which of the above for categories accurately classifies a defective part. If the problem is (1), customer related, we cannot control that, but if it's (2) or (3) then we have a duty to investigate immediately. But we can't investigate (2) or (3) or even (4) unless we receive those parts back for inspection! Now we have been stressing the need to have these few parts returned to us for some years but customers are seemingly unwilling to send them. But we really do need these here. So, with immediate effect we have a new system, the same one that most other companies use: pre-registration of the need for a spare part called an "RMA" (Returns to Manufacturer Authorisation). This kicks-off the entire spares process and is mandatory.

    It works like this:

    STEP 1: If you need a part please contact your retailer or if necessary your importer/distributor. Explain the issue and give them the serial numbers of your speaker, confirm that they are Registered on the Harbeth website (this extends your warranty).

    STEP 2: This information will then passed to us here, we will allocate an RMA number and discuss how to supply a replacement.

    Note: if the user admits that the fault is definitely class (1), then we do not need the unit returned and we will supply a replacement at the lowest possible price. This would, for example, include those drivers destroyed by amplifier overload.


    STEP 3: A spare part of matching characteristics will be found and provided.
    Alan A. Shaw
    Designer, owner
    Harbeth Audio UK
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