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.
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?
Showing 2 responses by sns
@deep_333 My Klipschorns were never an intended purchase, a family member knew someone practically giving them away due to a pending divorce, my intentions were to flip them. Since I heard potential in them decided to keep as diy experiment. My mods were based and purchased from small scale manufacturers such as Crites, Volti, Jantzen, Duelund. The only thing stock left is bass cabinets.
As for large faceless corporations, see far too many audio companies being bought up by investors who don't give a damn about high end audio, just means to an end, that end being profitability. And to call small scale manufacturers garage builders is complete disregard for their expertise. Many small scale manufacturers/designers extremely talented, they make conscious choices to keep their concerns small so they can retain control over all aspects of their baby/business. |