Dynaudio customer service ignoring me

seems to be a trend. i emailed 3 different brands about tube pre-amps. only got 1 reply back. that guy got my money: frank van alstine. good luck with your woofers.

Yeah, apparently there are 2 guys in the Dynaudio sales department in the US, Mitch and Michael. I guess they consider me small fish and their time is better spent on larger customers.  I guess they're assuming I'm not someone important in the industry.

Okay I have to ask, are you?

 

@dtximages said.....I guess they're assuming I'm not someone important in the industry.

Did you try going through an authorized Dynaudio dealer?

S

I agree,you really need to go through an authorized dealers for about anything...warranty, parts etc 

I received a response from support@dynaudio.zendesk.com signed by Mick, within a day

I wrote Sonus Faber inquiring about the availability of some parts, now and in the future (as their policy) and was referred to the local dealer. I did this because I was contemplating a 15000 euro purchase and I needed some reassurance. I was very disappointed. Maybe (some) big companies don't care for individual customers so much...

@grislybutter I started off that way too then nothing.  I've left voicemails, emails, no call backs anymore, no feedback.  I say no feedback, I'll get a response like every 3 months just saying "the order is in" etc. But I need to know what that means.  What if I change my mind?  Can I cancel the order for free?  How long are we talking here because the "order has been in" for months.  

Part of the problem is these are discontinued woofers so they have to rebuild them. I understand that's quite a process, but at least keep me informed!  I have thousands of dollars at bay here.

What's worse is there's no back door way of getting to the right people. It all stops with Michael and Mick. Short of contacting the C-Suite on LinkedIn, I'm not sure what to do.  I wouldn't do that unless one of the Mike and Mick duo piss me off bad enough.

 

You can find a woofer from another company that would do the same work. Less of a difference in similar quality transducers than you think.

I think getting a non Dynaudio part is a bad idea.  Chances of it matching sensitivity and response of the dynaudio part is very slim.  

Brad

Yeah matching with another brand is practically impossible. I might be able to match with the newer version of the driver Dynaudio MW 182 but it's still different and John Dunlavy was very particular about his use of matched drivers for these speakers.  It just shocks me how little interest Dynaudio has in selling me drivers.  

I get the "supply chain" issue and all, but at least respond to my latest inquiries. 

Also, new original woofers from Dyn are $282 while the replacement MW182 is about $350 each.  So these aren't just off the shelf drivers.

And you refuse to go through an authorized dealer because,?.....makes no sense all this bellyaching when your procedure is wrong.....

donquichotte:

I speak from personal experience when I say that In the US, Sonus Faber has an outstanding rep (Will Kline) who answers his phone and emails and is extremely knowledgeable and seems to actually enjoy providing information and assistance. If you are not in the US, then perhaps the issue is not Sonus Faber per se, but your local (country) rep.  Also, my authorized dealer here seems to be able to obtain information, etc easily. I hope you can find the assistance you need.  

@craig : Thank you for trying to help me. I don't want to derail this thread so I won't go into details, but the reassurance I was looking for (about future availability of parts) couldn't have come from anywhere else but the producer. I am E.U. based, by the way. I've given up and I'm pretty happy with my current setup. Thanks anyway!

@missioncoonery because no authorized dealers sell this speaker brand. These are old woofers for a pair of Duntech speakers.  I have spoken to the President of Duntech and he is no longer able to get these either.  You can't get a dealer to give you the time of day when they won't make money on the deal.

A little history, FWIW. Many years ago Dynaudio was selling drivers to the general public. At the same time they were selling their own speakers. They discovered that a lot of speaker designers/makers were using their drivers, quite successfully and had become competitive to their own brand. They stopped selling drivers to folks who hadn't developed a relationship (license ?") with them. Things might have changed since then. I' don't know. They might have changed their policy (but I doubt it). 

You can find a woofer from another company that would do the same work. Less of a difference in similar quality transducers than you think.

Dynaudio makes their own drivers. They are very high quality. I would not substitute them for another brand. I seem to remember Madisound would exchange drivers only a while back. I don't know if they still do that or not.

I wonder if the customer service reps were either slimmed down or are ambivalent since Dynaudio sold to the Chinese? 

Damn guys, how did I miss Dynaudio selling out to the Chinese? That truly sucks!  I’ve got a pair of Danish Consequence Ultimate Editions that I better take care of.  Guess that is also the answer to the OP… Chinese ownership = cost cutting.  The first to go will be customer service.  The next step will be all the lower priced products made in China, and then the Dynaudio driver and crossover designs will be directly copied and produced under other labels - and of course made as quickly and cheaply as possible.  😞 

Dynaudio is not what it use to be. Components on crossover boards are now lower quality now, the customer service is unprofessional, home speakers don't sound as good, and they're overpriced. 

I had heard of similar news regarding Dyn- I don’t think they went wholesale on Chinese production though (but I could be wrong).

I was told some lower end products would be made/assembled in China while higher end components/cabinets would still be produced in Denmark. 
Anyway- when it comes to support I received a very quick response the last time I reached out to them. The contact information is attached below-

Artie Gamino (Dynaudio)

 ag@dynaudiousa.com

 

I wouldn't do business with anyone who doesn't respond promptly.....They've failed to me

I live pretty close to their US distribution plant so pm me if you'd like a presence.

I called the US headquarters last week. Got a real person on the phone right away. Ordered 2 tweeter protectors for 4 bucks a piece and they were delivered the next day. 

It took awhile for the Chinese connection to pop up on this thread. The Confidence line and Heritage Special line are all made in Denmark not China.  

I own the Hertiage Specials and their build and sound quality are world class.  The rest of Dynaudio's speakers are made in China.  I have not heard the line made in China but I bet they are well made and sound pretty good.