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 ghdprentice

ghdprentice
7,703 posts
 

Sorry to hear you are having such bad luck. It is hard to believe some of it isn’t just bad luck. 

High end equipment is normally tested extensively before shipment. With the exception of a Sonic Frontiers CD player which had an unreliable transport in it. I have never had a problem effecting to performance or function of a piece of equipment in fifty years. I have had some components for nearly twenty years. 

Depending on the company, they often rely on dealers as their front line contacts. I have an outstanding dealer. He is there for me and has become a friend. He delivers and installs all equipment and makes sure it is working at optimum performance. So, he’ll set up the sampling rates, and any setting on my DAC, position my speakers, make sure all aspects of my turntable is perfect... etc. If I have a question he comes to my house.

Once a meter wasn’t registering correctly on my amp. So he came over, attempted to destatic it. That did not work, so he asked me if I wanted a new amp or him to replace the meter. I asked him what he thought... he said, "I’ll get you a new one". He actually called the vendor while we were standing there and in two minutes said, "the new one is being prepared for shipment." When he received it, he came over and swapped them. I did not have to lift a finger. 

More to discover