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INTRODUCTION - PLEASE READ FIRST TO UNDERSTAND THIS FORUM!

"This Harbeth User Group (HUG) is the Manufacturer's own managed forum dedicated to natural sound from microphone to ear, achievable by recognising and controlling the numerous confounding variables that exist along the audio chain. The Harbeth designer's objective is to make loudspeakers that contribute little of themselves to the music passing through them.

Identifying system components for their sonic neutrality should logically proceed from the interpretation and analysis of their technical, objective performance. Deviations from a flat frequency response at any point along the signal chain from microphone to ear is likely to give an audible sonic personality to the system at your ear; this includes the significant contribution of the listening room itself. To accurately reproduce the recorded sound as Harbeth speakers are designed to do, you would be best advised to select system components (sources, electronics, cables and so on) that do not color the sound before it reaches the speakers.

For example, the design of and interaction between the hifi amplifier and its speaker load can and will alter the sound balance of what you hear. This may or may not be what you wish to achieve, but any deviation from a flat response is a step away from a truly neutral system. HUG has extensively discussed amplifiers and the methods for seeking the most objectively neutral among a plethora of product choices.

HUG specialises in making complex technical matters simple to understand, getting at the repeatable facts in a post-truth environment where objectivity is increasingly ridiculed. With our heritage of natural sound and pragmatic design, HUG is not the best place to discuss non-Harbeth audio components selected, knowingly or not, to introduce a significantly personalised system sound. 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 offerings there. There is really no on-line substitute for time invested in a dealer's showroom because 'tuning' your system to taste is such a highly personal matter. Our overall objective here is to empower readers to make the factually best procurement decisions in the interests of lifelike music at home.

Please consider carefully how much you should rely upon and be influenced by 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, loudness and room treatment, not necessarily leading to appropriate equipment selection and listening satisfaction for you. Always keep in mind that without basic test equipment, subjective opinions will reign unchallenged. With test equipment, universal facts and truths are exposed.

If some of the science behind faithfully reproducing the sound intended by the composer, score, conductor and musicians over Harbeth speakers is your thing, this forum has been helping with that since 2006. If you just want to share your opinions and photos with others then the unrelated Harbeth Speakers Facebook page http://bit.ly/2FEgoAy may be for you. Either way, welcome to the world of Harbeth!"


Feb. 2018
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The Harbeth Warranty

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  • A.S.
    started a topic The Harbeth Warranty

    The Harbeth Warranty

    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:
    1. 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.
    2. 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.

  • Tillydog1
    replied
    Buying from an unlisted dealer?

    In light of the above thread, if I buy a pair of Harbeth speakers from a dealer who is local to me but is not an authorised dealer from the list on the website, does this mean that I have no warranty on my purchase? I assume that it does, which seems hard, as the nearest authorised dealer is over 150 miles round trip away from me. Where do such dealers obtain their stock anyway? This isn't a fly by night enterprise and has been established for many years in this East Yorkshire town.

    I have bought items from them in the past and they have a good local reputation and have always dealt with me very fairly. I am put off from asking for a demo of the SHL5 Plus on the grounds of potential lack of a warranty. Am I right to be concerned?
    Last edited by Tillydog1; 28-12-2015, 01:01 PM. Reason: mistyping of model number!

    Leave a comment:


  • A.S.
    replied
    Registration - OK

    Originally posted by kjtan6 View Post
    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
    Not one but two entries from you appeared in the Registration Database today. We've deleted the duplicate.

    Leave a comment:


  • kjtan6
    replied
    Registered

    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

    Leave a comment:


  • A.S.
    replied
    Registration

    Originally posted by kjtan6 View Post
    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.

    Leave a comment:


  • kjtan6
    replied
    Warranty registration

    Originally posted by HUG-1 View Post
    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.

    Leave a comment:


  • SChat
    replied
    Thanks

    Many Thanks!

    Leave a comment:


  • A.S.
    replied
    Rules for extended Warranty

    Originally posted by SChat View Post
    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.

    Leave a comment:


  • SChat
    replied
    Warranty concern

    Originally posted by HUG-1 View Post
    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.

    Leave a comment:


  • A.S.
    replied
    Re-register

    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.

    Leave a comment:


  • HUG-1
    replied
    Originally posted by kjtan6 View Post
    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
    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?

    Leave a comment:


  • HUG-1
    replied
    Originally posted by SChat View Post
    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.

    Leave a comment:


  • SChat
    replied
    Harbeth Warranty

    Originally posted by twan1 View Post

    {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?

    Leave a comment:


  • kjtan6
    replied
    Extended Warranty

    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

    Leave a comment:


  • twan1
    replied
    Warrnaty and counties

    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.}

    Leave a comment:

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