OP...Cost of hifi gear is no sure indication of customer service. It is indeed a common and growing complaint. See if you can locate a local dealer or audiophile group that may help with any issues you experience. In 2025 so many things are DYI, just the way it is.
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?
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@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. |
I have had good experiences with smaller boutique type sellers and prefer to support them. They are easier to contact and often are the owner/builder and willing to bend your ear…brands I like are Supratek, Aric Audio, Don Sachs, Mojo Audio, Decware, Vera-Fi, Fritz, Ohm, Raven. All of which I have personally talked or emailed for questions not repairs. The one issue I had was I bought a used Raven Blackhawk Amp which had a hum at start up that was getting louder with use. I contacted Raven and after talking with the owners they had me send it to their Tech which he replaced tube sockets and resisters and sent it back to me at no cost. It only cost me shipping to the Tech. It’s been dead silent ever since. Great customer service experience. |
You are completely in the right and justified to be disappointed and frustrated. I believe that the mark of a truly high-end manufacturer and line of products is not only about their product engineering and performance but how they handle customer service and how quickly they respond to issues, their service/repair times, etc My experience with for example Audio Research, Cambridge Audio, and Audio Advice (as a retailer) is that they all respond extremely quickly. At the other end of the scale you have companies such as Krell who, for understandable but yet ... reasons, are impossible to get a hold of. And this was an issue long before their owner unfortunately and unexpectedly passed away. |
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