02/12/2009
The Loewe Experience
(The World's Most Expensive Boat Anchor)

This is a "buyer beware" article about Loewe televisions, AV Digitech and International Dynamics / Encel. Loewe brand TV's were sold by Stereo Supplies (until it shut down) and were also sold by International Dynamics / Encel until 2008 when Loewe pulled the plug on their distribution rights. see here All of these stores were/are owned by Alex Encel.

I purchased my Loewe Xelos 5381 ZW (Ser#: 07254, Art#: 59420L) ex-display model for $2999 on 22/12/2001 from the now defunct Stereo Supplies store at Mt Gravatt in Brisbane. Below is the history of my Loewe Xelos TV:

  • Within a matter of months after purchase the set would not turn on. Repairs were carried out by AV Digitech and the O/C fuse was replaced. (still under warranty)

  • A few months later a pixel died on the screen. Stereo Supplies were certain that the whole TV would be replaced. However, AV Digitech (the service agent for Loewe) flatly refused. The picture tube was subsequently replaced. After replacement the picture was noticeably misaligned at the top. I was told to adjust the rotation to fix this. This only made the bottom of the screen misaligned. A technician from AV Digitech came out to look at the problem and I was told to basically live with it because there was nothing that could be done. I was left with this problem for the life of the TV. (still under warranty)

  • In August 2003 the set would not turn on once more. Further repairs were carried out by AV Digitech and the O/C fuse was again replaced along with another suspect part. (still under warranty)

  • Product Safety Recall: In April 2007 it was determined by Loewe that some of the German-made televisions were defective at certain soldered joints which could lead to overheating and, in worst case scenarios, fire. see here, here, here, here and here. International Dynamics subsequently conducted a product recall for the faulty televisions, of which mine was one. My Loewe Xelos 5381 was inspected by AV Digitech and found to be "OK." (covered under warranty)

  • In May 2007 there was a burning smell coming from the TV and it turned itself off. When AV Digitech performed the safety check (see above) it was found that the standby transformer needed replacing which I was charged for. (no warranty)

  • In August 2008 the televisoin lost power and a loud buzzing noise was coming from the TV. Since then the TV has been sitting in the garage unable to be used. (no warranty)

Shortly after my Loewe broke down in August 2008 I rang AV Digitech expressing my concern that a TV of such supposed quality could break down so often. Thankfully, I was reassured that it was completely normal for Loewe TV's to break down this often. I rang AV Digitech again in November 2008 to try and obtain the service history for my TV as I believe a new TV of such supposed quality with this many faults is unacceptable. I was told that it would cost me $45 to retrieve the service records. I was bluntly told to either get it repaired or buy a new one.

I also e-mailed International Dynamics, Encel and Alex Encel himself in May 2009 and to this day have not received a reply. Then again this was only 7 months ago - maybe they are still writing the reply?

After spending just under $3000 on a TV described by the salesman as “the best TV in the world” I am thoroughly disappointed with the whole Loewe experience. In my opinion the TV should have been replaced when it broke down within the first few months. The TV has overall been used very little and the number of problems I have had from a TV of such supposed quality is simply not good enough. There is no way that I would consider having this TV repaired as I believe it was a lemon from day one. If it is repaired what will go wrong next?

So, I would be very careful when dealing with Loewe, International Dynamics / Encel or AV Digitech. Their service and quality is extrememly poor. International Dynamics / Encel are now flogging off brands such as Advance Acoustic, Amphion, Audio Analogue, Carat Audio, Metz, Norstone Design, Olive, Polk Audio, Pro-Ject, Rotel, Schaub Lorenz, Sonus Faber and Tangent. I would not touch any of these brands with a 40 foot pole. Loewe televisions are now sold in Australia by Audio Products Group Pty Ltd (APG).

I am certainly not the only person to have had problems with a Loewe television set. I have found the following links while searching the net:

audioreview.com
reviewcentre.com
dtvforum.info
phorums.com.au
dtvforum.info
dtvforum.info


Also, some interesting/comical quotes from the International Dynamics / Encel websites and others:

"The International Dynamics philosophy is simple. We only import products that are able to demonstrate superiority of performance and value on audition, and we only distribute them through dealers who seek to offer genuine quality and value to their clientele."


“They want nothing to come between them and their claim to being Europe's leading premium brand of TV. They have certainly gone about [the recall] most professionally,” said Lewis. “Just as you would expect of a Mercedes or BMW.”


Througout the long history of the company, one thing has remained a constant, our belief that ensuring a client's satisfaction is fundamental to future sales.


Credibility of service back-up is fundamental to the well being of long term relationships with dealers and consumers alike.


Although we might sell some equipment that most people would regard as expensive, we don't ever stock anything that doesn't, in our opinion, represent exceptional value in its price range. Poor value can exist with very expensive equipment just as it can at the other end of the spectrum.

Ultimately, we believe it is the hours spent listening to music, watching TV or DVD that really matter most. We know from experience that how enjoyable those hours are made can make a significant difference to our customers' quality of life year in and year out.

The relationship doesn't end with the first sale. Our long-term goal is to help you manage your home entertainment needs and desires as they change over time.


They genuinely want to help you realise the best outcome.


Every customer deserves total satisfaction. That's why a money back guarantee is so important.

Every customer deserves protection against unreasonable product failure. That's why a "No lemons" policy is so important, one where uneconomic repairs are met with favourable compensatory changeover terms on new equipment.


Few household purchases, therefore, have such an impact on everyday life. In our experience, no one has ever complained about spending too much money on a television. The benefits a better television delivers are experienced every day, the increase in viewer comfort, the photographic picture quality and more, Once someone lives with such a television they can't imagine ever settling for less.

What's in it for you?
A noticeable difference to your viewing pleasure, day in day out, by owning the right display device for your needs. Due to its daily impact on your life for years to come, a television is not usually something worth skimping on.


I call bullshit on all of them.