Carl's Custom Amps

This customer did not know how use the Pre-Amp they custom ordered and refused to change their approach to using it The customer only began complaining after months of owning the pre-amp which is past our return policy dateAfter speaking with the customer he thought it might be defective and sent it in for repair The Pre-amp was checked and works exactly as it should We then modified the pre-amp and repaired the power switch as per the customer's request at no charge to try to rectify his unhappiness Upon receiving it back the customer was still unhappy and filed two separate claims with Paypal claiming the item was never received and later that it was not as described In both instances made demonstrably claim In both instances Paypal sided Carl's Custom Amps with hours since we were able to prove the falseness of these claims We have attached the results of both claims to this email

The vibration the customer is reporting is not vibration in the chassis of the pre-amp but rather the tendency for vacuum tubes to act like microphones called micro-phonics The customer has pre-amp plugged into device that amplifies the signal which not recommended and promotes micr-ohonics in the tube within The tube is then picking up outside vibration that is hitting the chassis from his speakers and then that sound is amplified It is completely to have some micro-phonics in anything with a vaccumm tube The pre-amp was not intended to be used the way he is using and should not be exposed to vibration or plugged into high gain device It's not meant to be used like a solid-state effects pedalWith the pre-amp plugged into a proper device (a mixer, tube power amp, or recording interface) the micro-phonics are negligible This was done in our shop to test pre-amp both prior to the initial shipment and for the repair Furthermore the enclosure is stock unit made by Hammond and is used by many, many amp builders There is nothing defective about it

Complaint: ***
I am rejecting this response because:
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered] Unfortunately, the seller is wrongIt is never for an amplifier to produce horrible, horrible noises when in operationAt no point should tapping on the amplified produce sound through it, as is the caseThat is why there is horrible vibrations throughout the unit.Furthermore, the seller has also ceased to honor his 1-year warrantyThat is inexcusable and a violation of state consumer protection laws in New MexicoThe seller has not explanation for thatThis seller produced a defective product and thereafter refused to honor the warranty advertised on his website

The vibration the customer is reporting is not vibration in the chassis of the pre-amp but rather the tendency for vacuum tubes to act like microphones called micro-phonics. The customer has pre-amp plugged into device that amplifies the signal which not recommended and promotes micr-ohonics in the tube within. The tube is then picking up outside vibration that is hitting the chassis from his speakers and then that sound is amplified. It is completely to have some micro-phonics in anything with a vaccumm tube. The pre-amp was not intended to be used the way he is using and should not be exposed to vibration or plugged into high gain device. It's not meant to be used like a solid-state effects pedalWith the pre-amp plugged into a proper device (a mixer, tube power amp, or recording interface) the micro-phonics are negligible. This was done in our shop to test pre-amp both prior to the initial shipment and for the repair. Furthermore the enclosure is stock unit made by Hammond and is used by many, many amp builders. There is nothing defective about it

Complaint: ***
I am rejecting this response because:
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]The noise produced is from components inside the unit rattling aroundThis was the chief complaint and documented thoroughly from the time the unit was received until the "repair" was doneAlso, the assertion the unit was repaired at no-charge is incorrect, please see the attached PayPal invoice.Basically, something inside unit rattles during playing and produced a noise that makes the unit unusableIf the enclosure is braced or pushed down on, the noise goes away.The seller did nothing to acknowledge the construction issue of the chassis producing the rattleThe issue was documented and communicated thoroughly but the sellerAs far as the PayPal adjudications are concerned, please see they were resolved in the seller's favor on account of PayPal's terms of service, not because he did or did not err in creating a defectively designed or manufactured productThe attached claims show as much

This customer did not know how use the Pre-Amp they custom ordered and refused to change their approach to using it. The customer only began complaining after months of owning the pre-amp which is past our return policy date. After speaking with the customer he thought it might be
defective and sent it in for repair. The Pre-amp was checked and works exactly as it should. We then modified the pre-amp and repaired the power switch as per the customer's request at no charge to try to rectify his unhappiness. Upon receiving it back the customer was still unhappy and filed two separate claims with Paypal claiming the item was never received and later that it was not as described. In both instances made demonstrably claim In both instances Paypal sided Carl's Custom Amps with hours since we were able to prove the falseness of these claims. We have attached the results of both claims to this email