This is going to be a bit longer than I would like (not a native english speaker either so bear with me)
I live in EU. That means we use 220V and not 110V.
I bought a Cary-HH1 (1.6k MSPR unit) amplifier from US. In order to stop using an 110V to 220V converter I sent an email to Cary Audio asking if there is a way to
switch the amplifier to 220V.
Mr X (Cary Audio) told me I should solder some jumpers on an A layout.
I asked a technician to get a look inside and fix it as Mr X suggested.
The tech guy removed the case and told me there is nothing to be done since the jumpers are already on the A layout
1. At this point I sent an email To Mr X telling him the jumpers are already as he told me to - A layout
Mr X told me it is fine and I should be ready to go for 220V.
2. Instead connecting it to 220V I sent a 2nd email to Mr X asking him if he is sure its ok since the default machine state was for 110V and without changing anything
it should be weird to work safely on 220V too.
Mr X assured me it is fine.
3. Instead connecting it to 220V I sent a 3rd mail in which while I was ashamed to ask again I made a statement to provoke Mr X to reassess the situation in the case that something most be wrong.
Mr X failed to correct it still.
At this point I connected the amplifier to 220V.
Bad mistake. The item stopped working (and looking back I also ran the risk of being electrocuted). I had the unit back to the tech guy who failed to diag the issue.
I informed Mr X ( the reaction was something like : Whoops..my bad. The jumpers layout should have been B not A )
Obviously I was upset and asked for a way to break even keeping in mind that I live in EU and a 10+lbs unit is extremely expensive to be shipped to US (10+lbs).
Mr X replied along the lines : "You should be reimbursed either by the seller who sold the unit or by the tech guy."
I was like ..what ??? .. I asked him who is his superior since I wanted to talk to him. No reply here.
I found his superior email on the web (Mr Q). I sent him an email explaining the situation. No reply.
However next day Mr X contacted me telling me that he talked to Mr Q and now he realized his mistake and apologized. Great.
They decided I should send the unit to US and they will repair it and send it back.
The problem here was that the shipping as I have told earlier is extremely expensive for a heavy unit to be sent from here to US and they wanted me to pay it up.
From this point onward I kept trying (like at least 3 times) to ask for a discussion with either of them or both by phone or video.
Every single time.
After a few more email exchanges Mr X told me that he could do with just the board since this should be much cheaper.
For the past week I tried my best to find a way to get the shipping cost for the board to a minimum.
I found it was possible to have the board send to Cary Audio AND BACK home for around 200$.
I sent an email to Mr X telling him the good news hoping the situation would come to a happy end.
At this moment Mr X made a "bait and switch move" telling me he spoke with Mr Q and you they decided that they are willing to pay half the shipping (100$) while I have to send the full unit not just the board to US.
Since we were stuck I asked him for the last time for a way to call and talk to Mr Q.
As of now I realize that my amplifier is gone for good although Im still happy I got out of this alive.
Food for thought ..
The way you describe the process is ridiculous in every way and an indictment of the Cary Audio company.
They should have paid all costs and expenses immediately as the equipment was destroyed by Cary Audio's definitely incorrect and flawed instructions.
The expensive thing about the device is the development. The circuit board, components and transformer should be well under € 300 (without tubes). They should have just sent those parts to the technician in exchange, as is usually done at a professional company. Anything else is just ridiculous.
My first recommendation, return the device if possible.
Alternatively, find a competent technician who, after a few measurements, can tell you whether the damage only affects the transformer and power supply (which I suspect) or whether the headphone amplifier areas are also defective. There are very capable technicians in the EU who know about tube amps, you can find some on the tubes or DIY forums.
The shipping costs you quoted seem a bit high to me. Maybe I can help you with that. In which country do You live?
Hopefully many potential buyers will be warned by your post.