I don't disagree with you at all man, that is excellent above and beyond customer service. I've experienced this kinda thing myself with a few companies (Suhr, primarily) and it always feels good. My point is that something like this is exactly what you just said - excellent customer service - and not a requirement/expectation that every single company should be held to.In the real world, MESA is kissing off this customer for good. That may or may not be wise based on the internal cost of the repair and overhead. IMO, yeah the amp is out of warranty but it was a known issue, and if the owner is willing to pay shipping, and hell, maybe cost for parts, why not fix?
I have an older Quilter amp and the light behind the front panel is wonky. I bought it used, it's out of warranty but when I asked Quilter about it, the response was "there was a problem with the blue LED's in some of the early models, and if I shipped it to them it would be fixed for free." Since it's purely cosmetic I ended up not bothering, but...That's excellent customer service.
Would it be nice of Mesa to have taken this dude's amp and fixed it for free? Absolutely. But that wasn't the question posed, the question was whether he was wrong to think that Mesa should cover the fix for this situation...and the answer to that is yes, because every company has policies and they're made known and in place for a reason. A company deserves protection just the same as the customer does.
As to the previous idea of them kissing off this customer for good...he's buying a used amp of theirs from 8 years ago (no offense to the amp as TAs are nice, and no offense to the OP as I'm sure he's nice as well!). Given the fact that he's also sweating a $150ish repair (of an issue he knew about in advance) hard enough to start a thread about it here voicing his disappointment in the company...I doubt he's going to be picking up anything new from them in the near future.
Yeah, that's a great hypothetical situation to talk about, precisely because it very easily CAN become a complicated thing. What hypothetically happens next in that situation is the customer goes after Mesa online for having him pay shipping, go through the hassle of sending the amp back, and then Mesa refusing to service the amp. That can get really fun really quick and you'll see a 50 page TGP thread in no time . Companies have policies in place for a reason...to prevent complicated headache-inducing situations. Companies have an obligation to the original owner who paid them the money, that's it. Anything beyond that is outstanding customer service, and yes I agree John is a perfect example of someone who chooses to go above and beyond for every single customer. But my point is, again, that this is "exceptional" and not a standard that every company should be expected to uphold for every person who owns one of their products regardless of how many degrees of separation there are.I have no clue why everyone keeps acting like this guy expects Mesa to provide the same warranty to all used products. That isn’t even remotely what is happening here.
Quite frankly, I don’t even see how warranty is playing into this at all. They screwed up. Period. They released a defective product into the world and need to make it right.
Let’s say, hypothetically, they get one in, and it’s not the original owner. Maybe they open it up and see that something has been changed (they’d know, because they’re the experts). They would then be in a position to contact the person who sent it in and explain that the amp isn’t stock and they would not be able to cover the work.
It’s not a complicated thing. And, in doing the above, they have done right by their fans, and owned up to their mistake.
If someone like John Suhr can offer damn near endless support on products new and old, original owner or 5th owner, on perfectly FUNCTIONING products, then I’d think they Mesa can offer support for the products they fumbled.