2. misc-audio
  3. 194397-181583

HOW can components be so expensive, and yet customer service is so bad.

I recently moved and had to set up the system again.  In moving things around, I have had some questions and issues, so I've had to contact the dealers and manufacturers a few times over the last few weeks.  I'm still waiting for a response from most of them.  

I had a static issue with my McIntosh amp.  I contacted them a couple of weeks ago and I still have not received a response.

I need a part for my Revel speakers.  I've contacted Revel (now Harman) twice over the last week - both phone and email.  No response.

I had an issue with my Weiss DAC cutting out. Turned out it had shipped with a missing part.  I hoped for a new unit or at least a replacement part, but Weiss told me to fix it myself with miscellaneous parts from around the house - basically chicken wire and bubblegum?  The dealer finally sent me a replacement after a couple of weeks of trying different solutions.

I tried calling the audio dealer in Charlotte where I bought the speakers but they never return calls.

I spent a long time researching and building my system and really enjoy my system.  But I might have made different choices if I had known about poor / non-existent customer support.

Premium stereo components are so expensive that I would expect premium service, or at least return my calls for service or for parts.  Do I just have bad luck or are others experiencing similar lack of support?

mojo771

Showing 1 response by deep_333

deep_333
1,822 posts
 

@sns So, why do you have a Klipschorn? That’s a large faceless corporation, as you might say, with all their stuff floating around in bestbuy. You could have bought a speaker from some faceless "elusive" guy in his garage instead?

Lets see, i suppose i prefer to have stuff from "large faceless corporations" anymore. The perks appear to be...highly trained techs who’ll fix anything, a robust supply chain with replacement parts available years down the line, if needed, etc.

But, the "elusive" garage seller managed all of that for you, instead (better than these faceless corporations)?

We could also open your elusive garage made pieces vs my faceless corporate pieces and compare/determine which one had the adequate r&d, engineering resources, manufacturing savvy, etc...shine some extra light on this topic.

One of the reasons I generally don’t purchase audio components from large faceless corporations. I’ve been purchasing components from smaller scale operations for years, direct communication with owner/designer, these guys can be very generous with their time, solve your issues. Minus this, dealers are the key, having in house technical department important to me.

 

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