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Great Customer Service

I just wanted to tell everyone about a great customer service experience I just had. I purchased a gently used Krell KPS30i cd player a few months ago here on Audiogon. A few days ago while changing cd's I dropped and broke the magnetic clamp that hold cd's in place. I emailed Krell inquiring about buying a replacement clamp, they promptly emailed me back saying they were looking into the availability and price of another clamp. Well today I get an email from them saying they have a clamp and would be mailing it to me free of charge immediately. Keep in mind I am the second owner and this unit is far out of warranty. I think this is a great example of a company going above and beyond. I'm not a big solid state guy and I've never owned anything by Krell before, but I would certainly consider them in the future based on this. I know they get bashed a lot, and hey if you don't like the way something sounds you're certainly entitled to your opinion, but customer service like this can't be faulted.
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Showing 3 responses by sogood51

sogood51
2,157 posts
 
Yes Krell service was very good when I needed them. Another thing I like is their super fast E-mail response to questions..they must have someone staff E-mail full time. If you leave a phone # they even call.

Dave
sogood51
2,157 posts
 
My Ksa-250 took about 6 weeks for rebuild, not sure if this is bad or good as compared to any other company. I was just glad that Krell treated and serviced this old amp.

I have a pair of VMPS speakers that lost a woofer. Paid almost $2,000 for them (great speakers), EXCEPT, at around 1 year out of warranty (warranty was 5 years), VMPS no longer makes this woofer..now thats what I call crap service!! Now I have a 200lb. speaker with a 15 inch whole were the woofer should be. And to top it off, VMPS didn't tell me they no longer made this woofer until after they told me to pull it out and send it to them (I thought they were going to fix it!) Now this is a speaker that is only about 6 years old at the time, and VMPS has no replacement woofer and didn't offer any help of any kind. To be fair, they did offer to sell me one of their new LARGER woofers..but left it to me to figure out how to cut the larger hole these would need (of course I would need two of these to match the other speaker). You would think that VMPS would have offered a little help ( Like: I'll have the dealer install these new woofers for you if it will help). Now thats poor service.

Dave

Dave
sogood51
2,157 posts
 
Bemopti123, yep..thats what I am going to do. The bass driver is not set-in which will make the job much less a pain.

I do still find that any company that does not stock replacement parts at only 1 year out of warranty to be somewhat poor as compared to a company that can still service a 12 year old amp as if it were one of their new products. Five star's for Krell--Three star's for VMPS.

Dave
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