GR Research Quality

lord_glum · « **on:** 9 Nov 2008, 02:33 am »

I will first say I have a home theatre room full of GR equipment. My only complaint so far.....

My sub and passive radiator have broken.

The spider pulled away on my passive radiator. I gorilla glued it back together and its good to go now.

My SW12B just sneezed some piece of magnet through the front of itself tonight. there is literally a piece of magnet and cone material sitting on my HT room floor. My sub has maybe 100 hour on it. This is the second issue i have encountered. I am not second guessing Danny since I am floored by the A/V3's, 2's and 1RS's. But I am a bit peeved....sorry I just needed to vent. I am now looking for a new primary driver.

pbrstreetgang · « **Reply #1 on:** 9 Nov 2008, 02:46 am »

Contact Danny and see what he can do for you.

stevecuss · « **Reply #2 on:** 9 Nov 2008, 04:33 am »

I can understand you being peeved, but Danny is known for his customer service and quick communication. perhaps you should contact home before going public on a forum.

best wishes in getting it resolved

Steve

lord_glum · « **Reply #3 on:** 9 Nov 2008, 04:40 am »

I contacted him with the PR and got notta.....not even a reply.

Jvo

S Clark · « **Reply #4 on:** 9 Nov 2008, 04:53 am »

Give the guy a break, after all it IS the weekend. Call him Mon morning. The # is 1-940-592-3400.

FredT300B · « **Reply #5 on:** 9 Nov 2008, 10:52 am »

Quote from: lord_glum on 9 Nov 2008, 04:40 am

I contacted him with the PR and got notta.....not even a reply.
Jvo

I can understand that you're upset, but I need to say something here: Danny has always been one of the most customer focused people in the audio business toward me and all the other people I know who have bought his products. I'm not questioning your statement. I just want to be sure nobody who reads this thread concludes that your experience is part of a pattern of ignoring customers' requests. It isn't.

lord_glum · « **Reply #6 on:** 9 Nov 2008, 12:03 pm »

And I don't want it to be said that I am knocking Danny either. When I built my system, danny sent me a new 6.5" driver since one of them had a hole in the surround, no questions asked. Customer service is top notch and my next HT room will be GR too....and I was curios to see if anybody else had similar issues. The 1 email we traded for the PR danny new what happened before I did.

My Sub/PR is around 2 years old and these things happen; I just expeced more life out of the sub. I sounded like somebody was driving in nails into concrete. The volume was about 3/4 full and the level was around half so it was being pushed.

I will post pics later when I take them.

Anybody know the sub cutout hole diameter off the top of their head?

Thanks,
Jvo

Bill Baker · « **Reply #7 on:** 9 Nov 2008, 02:15 pm »

Quote

The volume was about 3/4 full and the level was around half so it was being pushed.

Sounds to me like you are aware of how this happened. Could it be that you have pushed the sub beyond it's limits a few too many times?

Danny Richie · « **Reply #8 on:** 9 Nov 2008, 02:18 pm »

No problem.

Let me take the PR issue first. The surround is really heavy and quite stiff. It really limited movement until the 25 to 20Hz range was hit and then it really got after it. Removing the spider and even cutting away the cone leaving only the center diaphragm and surround lightened up the suspension and give it a compliance that allowed a little more freedom of movement. I personally like them better that way. So that problem really wasn't a problem.

However, so long as it is not cosmetically damaged or marked of the front side (looks like it did when you got it) then I will still be glad to swap it out with you.

On the woofers: The manufactures (unknown to me) added mass to the back side of the dust cap to reach the parameters that I dictated to them. This caused a weakening of the dust cap over time and if the mass came loose it would ripe through the dust cap.

This was corrected with the SW-12B (next version). I was also sent new dust caps for repairing the SW-12A's that failed.

Even though you are way past the warranty period on the sub, this was a manufacturing issue and I will still warrantee it. So please send the woofer back to me and I'll send you a brand new SW-12B to replace it.

Deal?

lord_glum · « **Reply #9 on:** 9 Nov 2008, 02:49 pm »

Danny,
Thanks for extending my warranty. I do appreciate it, but I would like to at least give you something for them.

On the PR, it was making a smacking noise and I glued it back together. It looks perfectly fine.

On the sub, here is a pic from the scene of the crime...

Danny Richie · « **Reply #10 on:** 9 Nov 2008, 03:06 pm »

Quote

On the sub, here is a pic from the scene of the crime...

Yep, that is what happens to them.

Quote

I do appreciate it, but I would like to at least give you something for them.

At the most your expense will be shipping only. You already give something of great value to me when you pass on your feedback about GR Research and our products, and I'll do my best to make sure that my products are such that the feedback is always good.

Thank you.

rythmik · « **Reply #11 on:** 9 Nov 2008, 04:59 pm »

Quote from: lord_glum on 9 Nov 2008, 02:49 pm

Danny,
Thanks for extending my warranty. I do appreciate it, but I would like to at least give you something for them.

On the PR, it was making a smacking noise and I glued it back together. It looks perfectly fine.

On the sub, here is a pic from the scene of the crime...

Things like this do happen and Danny has done his best. I have a batch of drivers built by a very well-known US manufacturer TS S****ds. They are well known for making high excursion drivers. My first batch with them went ok without any problem. I assume the second batch should be a no-brainer. After I sent out drivers from 2nd batch for a month, some customers found there are noise after some time of use. It turns out the manufacturer changed the hard epoxy to flex epoxy (to overcome another problem of theirs) and the sensing coil (being very thin) broke under stress. I wasn't notified of that change in construction method. TC didn't think it would be a problem either. In the end, we just have to handle them via regular warranty procedure and told everyone what had really happened. That particular batch was later sold as nonservo only because the problem is only on sensing coil. All of those customers understand that (a total of around 10 of them). Not all of those used in servo mode had problem. I offered them free exchange. It was openly discussed in avs forum 3 years ago. But.... no one had a tone like yours. I could have sent you a PM to explain the situation. But I do think you have done damage that I have to voice my support for Danny.

Bill Baker · « **Reply #12 on:** 9 Nov 2008, 05:18 pm »

Sometimes designers/manufacturers are at the mercy of other manufactures. I have had issues in the past with transformers, capacitors, etc. This is really no different from what we experience with many of today's tubes. A bad batch is a bad batch and beyond our control.

What matters is how we handle these situations with our customers. I believe being open and honest is the best route taken. I have had to replace a few capacitors in my products and even a few transformers. In every situation, the customer was understanding and since the issue was resolved with no questions asked, no hard feelings resulted.

Whenever a consumer has a problem with a product the first thing one must do is give the manufacturer the benefit of the doubt. I don't think there is a manufacturer anywhere on Audio Circle that does not stand behind their products 110% to make things right.

I'm glad things worked out for you LG but everyone reading this thread had no doubt it would anyway.

rythmik stated -

Quote

But I do think you have done damage that I have to voice my support for Danny.

I do agree but at least most members of AC know better.

EARGASM · « **Reply #13 on:** 9 Nov 2008, 05:37 pm »

Removed by member.

lord_glum · « **Reply #14 on:** 9 Nov 2008, 06:15 pm »

Delete if you want; I could care less, but I think it does the exact opposite for slander. I did not come out bashing, I just stated the facts of what happened. As I have said I LOVE GR Research and wax poetically about them every time anybody talks about speakers.

Danny outline what the issue was and his solution. I think this highlights GR Research and Danny's willingness to help. I am sorry if you see this as slander; maybe I should have titled it GR Rearch supplier quality.

Whatever,
Jvo

S Clark · « **Reply #15 on:** 9 Nov 2008, 06:23 pm »

Don't delete or send to the waste bin. What is shows is that Danny has taken care of a customer, well beyond warranty, within 24 hours, on the weekend! Contrary to causing damage to the reputation of GR-Research, this shows the support and dedication to customer service that you just don't see much anymore.

Danny Richie · « **Reply #16 on:** 9 Nov 2008, 07:03 pm »

I think some of you guys should cut him a little slack. He was unhappy, he vented, his problem was heard, and hopefully will be resolved to his satisfaction.

EARGASM · « **Reply #17 on:** 9 Nov 2008, 09:40 pm »

Removed by member.

lord_glum · « **Reply #18 on:** 9 Nov 2008, 10:35 pm »

Notta problem. That is why I buy GR as well! I wouldn't give up my HT system for anything else on the market. I have been tempted to sell it off just so I can build anohter GR system!

Thanks,
Jvo

Meataxe · « **Reply #19 on:** 10 Nov 2008, 03:47 am »

On a lot of forums I only see negative feedback, so in this regard the GR AC is the polar opposite!

It is actually quite good to see someone have an 'issue' and have it resolved so quickly!

It strengthens my resolve to place an order and have it shipped half way around the world.

I always think "if nothing is going wrong - we can't be doing anything at all".

lord_glum - you must have been thrashing that sub!

Eargasm - very gracious of you, golf clap all round.