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If the problem is the Hegel's preout is too low, adding gain (preamp) to bring it up to the level needed is no different than having enough gain in the preouts in the first place.
I do the opposite, I have a preamp that I really like, but with most amps I can hardy use the v/c. I put a unity gain tube buffer between my 2v CD player and the pre to reduce the output to @1v, more complicated but sounds better to me than just the tube buffer alone and it allows me to turn the preamp v/c up to 40~50 %.
Sorry my reply was a bit harsh, I edited it, but it was too late.
You seem to have narrowed it down to the Hegel variable outputs. Previous owner may have never used them. But does seem odd that both channels would go bad.Again I'd check all of the Hegel's controls, including those accessed from the remote. And make sure you hear back from the factory (or maybe a Hegel retailer).
Shame the Hegel is giving you so much trouble. I listened to the H90 the other day and it sounded fantastic. Its imaging and soundstage were great. Compared it to a SimAudio 240i and it was no comparison, the SimAudio sounded two-dimensional in comparison.