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Best Customer Service

Last night I couldn't get my Basis Debut Diamond Signature to rotate properly because the belt kept slipping. I checked the belt, the platter and the motor spindle and they all seemed fine. I couldn't find the problem

So late that night I sent Basis an email explaining the problem and asked for advise. This morning A.J. replied and within 10 minutes he helped my solve the problem.

But wait, there's more.....last year when I purchased the Basis, the moronic dealer sent it to me fully assembled (yes with the tonearm mounted.) When I opened the box, it was a mess - silicone fluid everywhere, and the arm was still sitting its bearing.

I called A.J. and he asked me to send in the damaged parts. He repaired everything and checked it all over before returning the parts. Everything worked perfectly.

Basis, along with Blue Circle Audio are the best customer service I've ever encountered with any high end audio dealers or manufacturers in my 25 years in this hobby.

Contrast this with Audio Research who screwed me over for a lousy $15 switch: I own an Audio Research Reference Phono and Reference 2 MK II Line Stage. A while back, I broke one of the switches and order two (one for a spare). Well the switch I installed was defective....it would turn the unit on, but not off. I called AR and I was told, quite rudely, that they check their switches and they did not send me a defective one; also implying that I broke it. Well I'm done with them.

It's so nice to know that there is still integrety in this hobby and its spellt....B A S I S.

So,my question is: from whom have you received the best customer service?
jjlckole
tubes108
153 posts
 
I've had superlative service from Joule-Electra, Basis Audio, Quicksilver, & QS&D (Quad speaker repair).

Like Testpilot VPI left me frustrated with their support. Atma-sphere's support was awful.
ebm
9,311 posts
 
Audience&High Water Sound both world class servive.
richsonics
1 posts
 
I have been dealing with Basis or rather its owner A.J Conti even before The Company was founded. What some people may not know about Mr. Conti is that before he was Basis he sold many brands of stereo equipment through his retail business. And even now all kinds of delicious equipment pass through his companies listening room which are used during the research and development stages of his turntables and arms. This gives him a large knowledge base on the industry as a whole which gives him the ability to discuss a customer's problems with a clear understanding of where they are coming from. This in turn separates facts from fiction and as anyone who's been in this hobby for any time knows is more than half the battle. In short I am saying the man knows his and others products and what they can and cannot do. This has saved me much time and money over the years. Here is to a man and his company that is on the side of the listener and not the bottom line.
jjlckole OP
4 posts
 
Interesting to see the conrast in opinions for the various companies.

I am in the same camp as Bpoletti. I too will not ever buy ARC gear again.

For the last two days I have been calling ARC to get another new part for my preamp. I've left a number of messages over the last two days and I cannot get anyone to return my calls.

$150,000 worth of equipment (mostly ARC) unuseable because of a $10 part that I can't get from ARC....horrible service.

I'll be exploring many of the companies mentioned in this blog for my new amps.
rcprince
3,073 posts
 
I will join in all the accolades for AJ at Basis. Richsonics' description of him, his knowledge and his advice are spot on.
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