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 2 responses by mapman

mapman's avatar
mapman
22,899 posts
 

Honestly I have perhaps been fortunate and have not had to interact with dealers or vendors for support in a number of years.  

My opinion however is service is not what it used to be in most cases.   The trend is  for things to last for a period of time then replace when needed.  

Best case is to have someone local who specializes in electronics repair who knows what they are doing, but even that is becoming scarcer over time.

Last hifi repair I had done successfully was with Bel Canto about 10 years back where they did a good job of replacing a defective circuit board in an amp I had bought here used.  So there is that.

I also had a local dealer repair a few vintage pieces around same time ago.  That was hit or miss. One repair on a NAD receiver lasted a few months and that was that.

I have also always had good experiences with getting parts for repair from Ohm speakers.  Nothing I know of would make me expect otherwise these days.  Their customer service has always been rated top notch by customers.

 

Having said that, its wise to manage your hifi investments wisely and accordingly.  I will never spend a fortune for a premium priced  product that I know cannot offer support when needed.

 

 

 

mapman's avatar
mapman
22,899 posts
 

Can it truly be "high end" with poor service?  That’s a lot of money that can go down the drain otherwise.

On the flip side, from personal experience over many years, there are many very reliable products out there that can last a long time with no service needed.  Many not normally categorized as "high end" necessarily.

Choose wisely and don’t let labels and price tags fool you.

More to discover