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My 8351A Story

raoulst, modified 5 Years ago.

My 8351A Story

Padawan Posts: 28 Join Date: 5/13/16 Recent Posts
After I bought 2 8351As in February it took me I while to properly set them up in my room. GLM was the easy part, but finding the right spot took a while. Interestingly it also took me a while to get used to the transparent sound, but very soon I started to love it.
Unfortunately one of the monitors started to exhibit a random hiss. I told Genelec about that and they immediately  asked me to send the monitor in. 5 Weeks later I had my monitor back and recalibrated my setup. I really had missed the sound and have been amazed how much of a difference there is between my AKG 712 Pros that I had to used while waiting.
After one day of enjoying the sound my other 8351 started to exhibit the same hissing noise. Again I have been asked to send that monitor in. I have to admit, that I have been less than happy. This time my local dealer provided me with a nice pair of Adams which made waiting a lot easier.
So after another 5 weeks I finally have them both working again.
The, btw, very friendly, service technician said that they should hopefully be fixed for good so I keep my fingers crossed.
I have to admit, that this is a little bit different from my experience with Genelec Monitors over the last 20 years, where I did not have a single issue.
So I'm not sure if the 8351A are just way more complex than the 80x0 series and so repairs have to be expected.
I also would like to add a sub, but the mere thought of having to send in the 7370A makes me a little hesitant. Two 7360A should be way easier to service, but are also little bit more expensive.
Well that's it, still totally love the 8351As sound and very pleased with the friendliness of the Genelec service staff. Just hoping to be able to enjoy them for a little longer now.
jani-oksanen, modified 5 Years ago.

RE: My 8351A Story

Jedi Master Posts: 449 Join Date: 3/30/17 Recent Posts

Hi there,

Thank you for sharing your story, and I'm sorry to hear about the failures but glad to hear you are happy with the sound!

This hissing noise were related to 8351A capacitors that we received from subcontractor, and after some time some of them started to make this noise.
It is related to really small amount of 8351A. We have now changed the capacitors for more better quality, and current models won't have this problem.
Since both of your monitors visited the service, they should be good to go for long time period before need of service again!

Today we still receive requests for repairs and spare parts for products manufactured in the beginning of the 1980’s – and we are able to service them.
We carry a substantial spare part inventory for all the models manufactured during the company’s long history.

Spare part availability is guaranteed for many years (minimum 5 years) after the production has been discontinued. In all cases,
we will always provide service as long as we are able to source the appropriate spare parts.

Also, if you haven't yet registered your monitors to extended warranty, you can register them to have extended 2+3 years.
And if there is any problems again, we are here to help!

https://www.community.genelec.com/my/product-registration

PS:There is not known problems for 7360A or 7370A,  so if you decide to get one, you have nothing to worry in terms of quality!

Best Regards,
Jani Oksanen
Factory Service Team

raoulst, modified 5 Years ago.

RE: My 8351A Story

Padawan Posts: 28 Join Date: 5/13/16 Recent Posts

Hello Jani, 

thanks for your quick and detailed reply. Getting to know the background of the issue is reassuring.

Raoulst

raoulst, modified 5 Years ago.

RE: My 8351A Story

Padawan Posts: 28 Join Date: 5/13/16 Recent Posts

Hi,

seems like there is little bit more to tell.
After some weeks of using my monitors, I discovered that at a certain frequency there was a very audible resonance on one monitor.
It didn't show up in a sine sweep but only on a slightly distorted Rhodes sound. Actually my girlfriend asked my to check again after I told her, that this is just how precisely the virtual instrument simulated the Rhodes sound...
Well, after sending a source audio file and records of both monitors to Genelec service they asked me to check again and it turned out, that 2 screws have been very loose after the repair and did not hold a part the backside of the monitor tightly enough.
Thankfully Genelec service allowed me to fix that by myself so I wouldn't have to send in my monitor again.
I have to admit, that I haven't been all too happy about having to worry about my monitors again and also discovered a scratch on the coating on the other repaired monitor that I didn't see before sending it in and immediately noticed when I got it back. But I didn't mention it at first because I just wanted to use them and not start an argument.
What saddened me is, that I did buy them as new and now have two repaired that I couldn't use as much as I liked to und wouldn't call "new" anymore.
I also asked Genelec support for their view, and they were very sorry about the loose screws and reassured me, that I their technicians would work very carefully and therefore I wouldn't have to worry about any other oversights. They didn't comment on the scratch though...
Well I just hope, that I can now finally focus on listening to and making music and will eventually stop double-checking every distorted sound I use ;)

Raoulst

jani-oksanen, modified 5 Years ago.

RE: My 8351A Story

Jedi Master Posts: 449 Join Date: 3/30/17 Recent Posts

Hi Raoulst,

Thank you for getting back to us, and sorry if the service didin't go as planned. Could you send us e-mail to service@genelec.com, and I can give you few extra tips to ensure your monitors works as they should be. Could you also send us picture of the scratch, and let us know where did you have your monitors serviced.

Waiting to hear from you soon,

Best Regards,
Jani Oksanen
Factory Service Team

raoulst, modified 5 Years ago.

RE: My 8351A Story

Padawan Posts: 28 Join Date: 5/13/16 Recent Posts

Hello Jani,

thanks for taking the time and effort to find a suitable solution!

All the best, raoulst