2. misc-audio
  3. 1020279047

Customer service?

Wow, I just got off the phone with Shari from Thiel what a special treat! I purchased a pair of speakers new in 1988 with a 10 year warranty. Lately I noticed a periodic buzz coming from one of the woofers, where the dust cap meets the cone. Only at loud volumes and only at certain frequencies.
My call was politely and promptly answered and promptly directed to the appropriate person. I explained the above and was told it might be a manufactureing defect in the laminate,as such a new one would be sent out today. Shari asked that I return the old one, and if it was in fact a defect ther would be no charge! My warranty ran out 4 years ago! I am so completely impressed with the way Thiel handled this. If only this kind of support was the model for others. I will always keep this manufacturers response first in my mind for future purchases and recommendations. Bravo, Thiel.
unsound

Showing 1 response by shubertmaniac

shubertmaniac
350 posts
 
Spectral service is absolutely first rate. Even for products that are 15 years old like my DMA200 and DMC10. Service for me is also high in my consideration for purchasing new audio equipment. What is the purpose of a great sounding piece when it does not work half the time??Or worse, the company goes out of business. Another thing is if you have to send it overseas to get repaired, what a nightmare that would be.

Have you noticed in audio reviews in the mags that lately about half the time during the review, they have to get the piece of equipment repaired, or have to be sent a new unit (ie the Ayre CX-7 CD player).
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