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
mojo771 OP
72 posts
 

Harman "luxury" owns  JBL Synthesis, Mark Levinson, Revel, Lexicon and Arcam.  So that means I can't consider any of those, McIntosh, or Weiss in any future purchases, or AA, since none of them seem to stand behind their products..

 

lalitk's avatar
lalitk
5,735 posts
 

“I found McIntosh at many high end dealers and so I thought they would stand by their equipment. ”

Are all dealers offer the same stellar experience? I have gone to McIntosh dealers and no one came around to greet or even ask what can I do for you?  And then, there were dealers that made sure all of my questions were answered. Choose good people (direct manufacturer or middleman) over the brand cause they would double your pleasure of owning a product regardless of the price point. 

I share another story, few years back we were looking for Mercedes AMG Sports Coupe. Went into nearby Mercedes dealer and no one came around to ask if we need any help. A week later, we walked into BMW dealership, greeted by a very nice gentleman, he was polite and patiently answered our questions. 4.5 hours later, we drove off in a $95K M3 Convertible. 

mojo771 OP
72 posts
 

lalitk - Except for McIntosh/Revel/B&W/Harmon etc.  These manufacturers do not respond when contacted for support for their products.  

Yes, I did mention that the dealer whered I bought the product doesn't respond, but I'm primarily talking about the direct manufacturers and their poor support, regardless of price point.

I asked earlier for names of "good people" as you suggest and no one has yet offered any names.

johnto
1,057 posts
 

I guess it depends on the company. I’ve always been able to talk with someone at Parasound, Pass, Ayre, VPI, Soundsmith, AVA, Magnepan and other American companies many times the owners themselves,

lalitk's avatar
lalitk
5,735 posts
 

@mojo771 

Fortunately, I never had the need to knock on manufacture door cause my dealer took care of any support issues. There could be some underlying issues where a manufacturer unable to respond as we have seen from time to time. I would reach out to everyone in their dealer network to find out what’s going on with the manufacturer….i am sure someone would step up to offer assistance. 

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