Nad C352 crackled then exploded

[monkeyboyo]

A month out of warranty, and its broken - a crackling noise, followed by a loud pop, a nasty smell and more crackling before i could switch it off.
Its never been abused, overheated etc, and had only been on for 20 mins. Grrrr.
As its out of warranty, would there be any point to a Nad repair over a local specialist repair ?

 

[Mark.Yudkin]

It's worth a try - ask for a quote. Perhaps NAD will be nice and give you a warranty fix anyway.

 

[monkeyboyo]

It's worth a try - ask for a quote. Perhaps NAD will be nice and give you a warranty fix anyway.

I guess there's a possibility that Nad might have taken an interest in such a catastrophic failure 28 days outside of warranty, BUT
Just checked my paperwork - seems that the retailer (Hyperfi) is not an authorized Nad dealer, so any warranty would have been completely useless anyway according to the Nad website.

 

[cunny678]

No such thing as a 12 months warranty as you have statutory rights and any item sold new has to be fit for purpose. I have had a canon camera, canon camcorder, TV and table an chairs all repaired / replaced free of charge when defective out of the initial guarantee period. You just have to stand your ground and press them on it saying it is not fit for purpose.

As you bought the amp from Hyperfi you should go back to them and ask them to repair it saying that it was not fit for purpose! Speak to citizens advice if you need to, I just pressed hard and had them all repaired free of charge.

Good luck

Chris

 

[Joe Fernand]

Hello monkeyboyo

Your Contract is with the Retailer not the Manufacturer - Trading Standards say YOU ought to expect a reasonable life out of the goods you purchase; twelve months, give or take a few weeks, is not reasonable for an Amplifier.

Go after your Supplier and don't let them fob you off about a Manufacturers Warranty.

Joe

 

[thfcwestlower]

Is that Hyperfi in Barking?

 

[monkeyboyo]

Thanks folks for all your good advice. Have found the relevant DTI info online, and tried talking to the retailer several times
They're already using avoidance tactics - plunging me into a silent abyss, failing to call back etc.
Will write to them registered post, give em a fair amount of time to respond then pursue em through the Small Claims Court. Also need to chat to credit card company.

Have ruled out the possibility that it was a power surge - there is a surge protector fitted to that mains socket.

Thanks again for your help !

 

[monkeyboyo]

Yep, Hyperfi in Barking. Anything I should know?

 

[Mark.Yudkin]

I know nothing of UK consumer protection laws, so I can't comment on that.

However, if your (non-authorized) dealer did not purchase the product from the UK authorized distributor, NAD will probably not be prepared to be nice and service it for you for free, unless they could be sure it was legitimate and not a grey import. The serial number should be sufficient, so you'll need to locate that on the back of the C352.

I suggest you contact the authorized UK service centre, give them your serial number and ask them what to do. Contact information is here.

 

[monkeyboyo]

Mark,
Thanks. Done as you sugges, and awaiting response

 

[Arfa]

A couple of the bigger Nad amps have had a notice on the Nad site, warning about an overheating issue. Not a fault as such, but warning that if not given enough ventilation can die quite catastrophically. I know my C370 and the matching power map C270 have this warning.
They do mention that they'll fix them anyway, not sure if they were fixing them free of charge or not mind. Eitherway, double check you amp isn't affected by this.

 

[monkeyboyo]

Nad have been helpful so far, with the offer of taking the unit back for evaluation and the possibility of a favourably priced repair.

Hyperfi on the other hand have been less than helpful. I'm quite happy to name and shame as they've had 6 opportunities to speak to me in the last 24 hours; each one met with the promise of a call back, redirection to a silent abyss, or bits of BS. As soon as they hear the words "warranty issue", they're off !. The don't know any details, so a rather premature bit of door-closing really.

Arfa - thanks for the overheating warning. Will check it out

 

[cunny678]

Nad have been helpful so far, with the offer of taking the unit back for evaluation and the possibility of a favourably priced repair.

Hyperfi on the other hand have been less than helpful. I'm quite happy to name and shame as they've had 6 opportunities to speak to me in the last 24 hours; each one met with the promise of a call back, redirection to a silent abyss, or bits of BS. As soon as they hear the words "warranty issue", they're off !. The don't know any details, so a rather premature bit of door-closing really.

Arfa - thanks for the overheating warning. Will check it out

I would stick with chasing Hyperfi if I were you! Is it possible to go into one of their shops and take your Amp with you? They will have to deal with it then! make sure you get a receipt for the unit if you leave it with them though

You could end up paying if you send it to Nad and I think you should be able to get it repaired fro free

 

[Mark.Yudkin]

Although I don't know anything about British consumer protection laws, I feel you're better off going with NAD rather than trying to stand on your rights.

If the shop you've bought it from doesn't want to hear from you, they can get quite difficult. Having to take legal action won't get you a fast solution. The NAD is out of warranty, and you probably can't readily prove that you gave it adequate ventilation or otherwise didn't abuse the equipment. The shop may well attempt to claim that you destroyed your equipment by your own behaviour forcing you to take legal action - in the meantime you have nothing.

Cunny678's advice is also rather risky. They can accept your amp agreeing to give you a quote (for a fee if you decide not to go ahead with the repair), then quote you a fortune for the repair (it's out of warranty). You then end up paying just to get your broken amp back. Or, as above, taking legal action.

By contast, NAD are interested in resolving your problem.

 

[coliam]

Although I don't know anything about British consumer protection laws, I feel you're better off going with NAD rather than trying to stand on your rights.

If the shop you've bought it from doesn't want to hear from you, they can get quite difficult. Having to take legal action won't get you a fast solution. The NAD is out of warranty, and you probably can't readily prove that you gave it adequate ventilation or otherwise didn't abuse the equipment. The shop may well attempt to claim that you destroyed your equipment by your own behaviour forcing you to take legal action - in the meantime you have nothing.

Cunny678's advice is also rather risky. They can accept your amp agreeing to give you a quote (for a fee if you decide not to go ahead with the repair), then quote you a fortune for the repair (it's out of warranty). You then end up paying just to get your broken amp back. Or, as above, taking legal action.

By contast, NAD are interested in resolving your problem.

Seconded !

 

[cunny678]

Although I don't know anything about British consumer protection laws, I feel you're better off going with NAD rather than trying to stand on your rights.

Thats the best intro to advice about a comsumer protection issue I have ever seen

Anyway, Monkeyboyo, I hope you get your amp sorted one way or another.

 

[cunny678]

Just noticed it was seconded as well

 

[monkeyboyo]

Thanks for your further replies !
The amp is heading back to NAD as they have indicated they may well provide a free repair. I have no confidence in a proper repair from Hyperfi, even if I can force them to take action.

Registered post letter going to Hyperfi this week. When they become aware of the number of people who may be influenced away from buying from them they will be calling me to discuss. I'm sure of that.
My last battle was 6 months long with the police and CPS over a speeding charge. Falsely accused and they discontinued the case rather have their evidence tested in court.

Too far away for me to visit Hyperfi (me in Scotland, them in Barking), although that would usually be my usual course of action.

They clearly do not speak to customers who mention the words "broken" or "warranty". I haven't even had a chance to mention that its 28 days out of warranty before they redirect the call to a silent abyss which is the service department.

 

[Hawkwind]

Thx for the warning, i for one will not be shopping with them, let us know how you get on with Nad, btw where did you have to send it back to?

 

[monkeyboyo]

UK agents are Armour Home Electronics, Woking in Surrey.

Details were provided on this forum by Mark.Yudkin.
Thanks Mark !.

 

[RichardG]

They clearly do not speak to customers who mention the words "broken" or "warranty". I haven't even had a chance to mention that its 28 days out of warranty before they redirect the call to a silent abyss which is the service department.

I'm another potential customer they've just lost then...

Hope NAD sort you out...

 

[monkeyboyo]

Hello folks.

Got my amp back from NAD, following a free evaluation and repair. Two blown components, namely C408 & C409 for those that know what that means (I don't).
Trying to find out whether they were just faulty components, or whether there could be another cause.

In any case, a HUGE thanks to NAD and Armour Home Electronics. Very professional and helpful throughout .

I'd advise everyone to avoid Hyperfi of Barking (the retailer) like the plague - they never did return any calls or provide any help at all. Would it have killed them to progress a conversation beyond the word warranty, and to furnish me with the details of the UK distributor at the very least ?
Sharks. I remember them being very nice when they took my money.

Thanks to all on this forum for providing good advice and some contact details.
cheers
peter

 

[Mark.Yudkin]

Glad to hear you got your NAD fixed.

May I suggest you check that your equipment is receiving adequate ventilation and not overheating?

 

[coliam]

Hello folks.

Got my amp back from NAD, following a free evaluation and repair. Two blown components,
namely C408 & C409 for those that know what that means (I don't).
Trying to find out whether they were just faulty components, or whether there could be another cause.

In any case, a HUGE thanks to NAD and Armour Home Electronics. Very professional and helpful throughout .

That's great news, Peter.

I always get a warm, fuzzy feeling, when I hear people getting good treatment in such situations.
There's so many just trying to empty your wallet, it's really nice when they, at least, give the impression that they care.

Colin

 

[monkeyboyo]

May I suggest you check that your equipment is receiving adequate ventilation and not overheating?

I do have a separate Pure Tuner sitting on top of the amp, with about 1/2inch gap in between. Its a large vent on top, and side vent completely unobscured.That's ok right ?
Checked it today after 1 hour of use and the amp was barely warm.
Should I be creating a larger gap, and if so, how? I'm presuming units are ok to sit on top of each other in this way.