Audio Aero Capitole II with no serial numbers?

Hmmmm... Sattothestars. That's interesting. I know you are an AA dealer... Regarding your statement:

ANY player that comes from a non authorized dealer here,is up the creek with no paddle.

Here is a little story to show how some companies and dealers deal with this type of thing vs. how it seems Audio Aero and its dealer network takes care of their customers.

One time I purchased a Krell 300CD cd player which was in a sealed box - from Ebay.

When the player arrived, the first thing I noticed was the CD player didn't sit flat. It rested on three of the four feet. When I called Krell they asked for the serial number. I looked and DAMN it was gone. I told Krell and they said, that's okay...there should be one on the box - I looked on the box and the serial was marked out with a magic marker pen.

Krell said that's okay too...Just pack it up and take it to your nearest dealer who can ship the unit to us. We will fix or replace the unit, add a new serial number, and start the warranty period from the day you first called us.

Now.. how is that for service?

It seems that some companies still care about the customer.
I've got news - regardless of how the products were obtained, putting a customer up a creek without a paddle is bad service, and bad business.

And to cast a contrast on what you said earlier, anyone who would pay 6,000 --> 8,000 for a CD player from a dealer network who is more concerend about their piece of the pie than the customer base needs to have their head examined.

Sattothestars - I wasn't trying to "bag" on you or dealers. I hope you take my comments with a grain of salt. I am simply a bit irritated with a local dealer who told my friend that they wouldn't help him unless he purchased something. I think they know he shops on Audiogon so they put up a road block. This gives me a sick feeling in my stomach.

Golden_ears - I don't think I am missing the point at all. Buying used is okay - there HAS to be a secondary market for this type of gear. IF there wasn't, no-one would spend this much on audio. Its when a customer gets screwed by someone on the gray market that IS a problem for both the consumer (guy who got screwed) and the company (the group who helps to create the situation in the first place). This is a global economy - free market and there are opportunists from foreign countries who want to sell into the US market. Any manufacturer who sells its products to these opportunists is creating a portion of the mess.

Then there is the problem of stolen goods which a COMPANY AND DEALER NETWORK SHOULD BY ALL MEANS ADDRESS!! Ignoring a unit without a serial number and telling the poor sap who purchased it that they are out of luck does bad things for everyone. It prevents YOU from getting your unit back in the off chance it was stolen and it prevents the poor guy who got suckered into buying it from having service.

FOR ALL - in fact, its only the dealers who loose in this gray/used market thing - the company gets its money. So the SOME dealers band together and as a result, screw the consumer.... They are all upset because they don't get their 50% cut on the merchandice so they throw tizzy fits, stop helping the walk-in customers who buy on Audiogon, and make statements like, "you're up a creek without a paddle" in order to protect their business. I'd do the same thing if I was a dealer.... but... I would also find a way to embrace the global economy.

I'm with Tok20000 on this one.

Golden Ears. Touche' It seems as if you have a great deal of experience and emotion regarding this issue. Perhaps you can explain how some of these "dealership rules" are fair to a consumers?

For instance, if I have a local dealer who sucks I cannot buy from a good (remote) dealer who doesn't suck. What's that all about? What can I as I do? I am between a rock and a hard place. By all means, I want to be fair to the dealers but am I supposed to support a sucky dealer by putting money in his pocket?

IMHO, dealers dig their own graves. IF they provide good customer service then they will be successful. IF they do not, people in those areas will be seeking products elsewhere.

Here is your little quote:

If one guy is discounting like crazy and trans-shipping to customers in another dealer's area, not only is that against the rules, it's unfair. If that sort of thing happens too much, then all of the other dealers get pissed-off and drop the line. That's bad for both the manufacturer and the consumers.

Who's pissing and moaning?

Golden ears, good reply. I think we're on the same page.
I have to apologize for my little rant regarding dealers.

Swampwalker - good post. However on the last line you state, "Now if you buy retail and don't get the value-added service, its time to take your $ elsewhere." To my understanding, the way dealerships are setup in the US prevents dealers from selling into territories which are not their own.

I doubt many people buy equipment without serial numbers by choice. They are usually tricked into doing so or inadvertently overlook the issue.

Swampwalker wrote: I'm not in the high end (or any manufacturing) business, but I am self-employed. I would guess that those of you who think that they should be anywhere but "on their own" with such a unit have never been a business owner

This comment makes me glad you are NOT a high end manufacturer. If *I* were the manufacturer in question, you bet I would take care of the customer. Also, I would find it very interesting to discover how illegal activities were being conducted using my product. I would even go the extent of designing a system where matching serial numbers are etched into the chassis, main internal component and the rear of the unit.

IF a customer contacted me with a "gray market" problem I would take the unit back immediately because it then becomes a valuable tool in identifying problems within my own manufacturing / distribution process that I as the manufacturer must control.

If I as the "business owner" fail to identify these problems and work to resolve them (instead of ignore them) then I fail all my customers regardless of how they obtained my equipment.