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 4 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 false claim  In both instances Paypal sided Carl's Custom Amps with 24 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 normal 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 normal 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 pedal. With 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: [redacted]
I am rejecting this response because:
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered] Unfortunately, the seller is wrong. It is never normal for an amplifier to produce horrible, horrible noises when in operation. At no point should tapping on the amplified produce sound through it, as is the case. That is why there is horrible vibrations throughout the unit.Furthermore, the seller has also ceased to honor his 1-year warranty. That is inexcusable and a violation of state consumer protection laws in New Mexico. The seller has not explanation for that. This seller produced a defective product and thereafter refused to honor the warranty advertised on his website.