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 jeffbij

jeffbij
179 posts
 

I remember calling Parasound about a few years ago with a very minor problem.  After being put on hold for maybe 5 minutes, Richard Schram himself picked up and helped me fix it over the phone.  Now I need to get my BP-2 preamp fixed and I'm dreading contacting them.

I have a bunch of older Classe equipment.  I remember working with Classe (even when they were part of the B&W group) and getting great service for repair and parts.  Then they got bought by Sound United and trying to get parts became next to impossible.  

And yet, there are still some that have great service.  So I still have hope.  PS Audio, PSB (speakers), Totem, Schiit, and Conrad Johnson I have had stellar service in the last few years.  I called Magnepan in Jan 2025 about the tread size for the speaker connection set screws  on an older model.  Tech support took my info and told me he would get back to me in 30 minutes.  (He laughed when I told him lost 2 in the carpet.).  30 minutes later, he called back with the specs and let me know that 4 new screws would be going out that day free of charge.

I just hope that sooner or later, not only the big holding companies, but others, realize that in the end, good customer service for parts, repairs, and tech support actually will, in the end, improve sales, revenue, and in the end profits.  Why, because we will not just buy from them again, but also recommend them in furture.

 

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