SHARI of THIEL is with out a doubt the best customer service rep I have ever come across. I'm not limiting my opinion to Hi Fi companies, I mean any and all companies. After my last experience I noticed improvements. Improvements that also exposed other problems. I called Shari at Thiel again. Shari offered to send me new replacement parts just like I described at the begining of this thread. Enough piddling around. I asked about sending back to the factory for a complete overhaul. Shari said she would call me back with estimates. First thing next morning I recieved the call with shipping estimates from UPS, Fed Ex and get this their prefered freight trucking service. Shari offered to have them sent round trip through their discount corporate account via this freight trucking service. This ended up costing half of what the alternatives would have. I recieved a call a few days after I sent them, saying that the woofer would be replaced under warranty (thats 2 drivers for a pair of speakers that have been out of warranty for 4 YEARS). I asked about having the cabinets redone, their cabinet guy said that he would be happy to do it for a nominal charge but didn't think it necessary. I asked about optional (extra charge) grill cloths. They suggested that the color I was interested in didn't quite work well with my particular finish and made alterantive suggestions. We finally decided that the original colors (least expensive) would work best in my case. They also offered some other courtesies that they asked me not to share, as they would do them as often as they could but couldn't afford to make a policy of. I will respect that. Shari was very patient with all my inquiries regarding the equipment that was used to develop my speakers and offered recommendations for associated gear. While Shari was polite enough not to denegrate any one elses stuff ther was no diplomatic waffling here. With in a couple of days I recieved a call saying my speakers were sent out, and I could expect them the next day. Mind you I had not given them 1 red cent yet! Well, they came back almost like new. Shari and Thiel did their very best to return my speakers in as close to perfect condition in the least amount of time for the least amount of money possible. This was done in the most friendly, prompt and professional manner imaginable. This level of service was beyond any reasonable expectation. I will always give Thiel a final audition and special consideration that goes beyond mere product performance (the very reason I bought Thiel's products in the first place) before making any buying decisions in the future. Thank you Thiel! Thank you Shari!
