@thesound I hear what you’re saying, and from someone who owns his own business, and doing a lot of B2B commerce, it happens all the time. The application we use for commerce, isn’t always on par with our actual accounting/sap software. It is frustrating though!
I feel i have been done wrong by TMR..
The story I'm about to tell does not reflect in anyway any purposely wrongdoing by TMR.
I have dealt with TMR in the past and although there was a glitch, they went out of their way to rectify it and all ended well; so, I know they are good guys that practice good business. However, the other day I purchased, and by purchase, I mean moved into a cart and then pressed the pay button for a pair of Gallo speakers. To my surprise I received an SMS saying my card was charged on the one hand, and at the same time I've received a Message that the speakers have already been sold to someone else. This is the short end of the story; the full story shows up a few posts below. I admit at first I've been very upset and I started this post in a different way, it parked a lot of reaction, most of it in favor of TMR which I find to be great, but the real question I want to ask and this is regardless of if it happened with TMR or with any other venue, is, how can it be that once you move any product into a cart and press the pay button within a few moments the product can be sold simultaneously to another buyer? isn't there any smarter way to prevent such an incident which is obviously going to leave one of the customers disappointed and upset?
I have dealt with TMR in the past and although there was a glitch, they went out of their way to rectify it and all ended well; so, I know they are good guys that practice good business. However, the other day I purchased, and by purchase, I mean moved into a cart and then pressed the pay button for a pair of Gallo speakers. To my surprise I received an SMS saying my card was charged on the one hand, and at the same time I've received a Message that the speakers have already been sold to someone else. This is the short end of the story; the full story shows up a few posts below. I admit at first I've been very upset and I started this post in a different way, it parked a lot of reaction, most of it in favor of TMR which I find to be great, but the real question I want to ask and this is regardless of if it happened with TMR or with any other venue, is, how can it be that once you move any product into a cart and press the pay button within a few moments the product can be sold simultaneously to another buyer? isn't there any smarter way to prevent such an incident which is obviously going to leave one of the customers disappointed and upset?
124 responses
I have had two McIntosh experiences with TMR that have gone fairly flawlessly. I am local so I have not had to deal with any shipping issues. My second experience was a little frustrating since I purchased a New In Box Mc turntable from them that I assumed would carry the factory warranty, I was sadly informed after I tried to register it that it does not. Since they are an approved McIntosh Warranty service center and since it is a record player and not an amplifier, I’m not too concerned just bummed since I thought I’d get to be a registered owner of my first brand new McIntosh piece. |
Bought a phono stage from them. Great transaction. Had a small issue with an input and they immediately sent me a return shipping tag so they could check/fix the issue, however I rectified it myself and didn’t need to send. In any case the customer device was great. Zero complaints, 10/10 would shop again. |
I live near TMR and have done several transactions with them over the past 11 years. I live close enough that I just drive to their warehouse and load in to my truck. They’ve moved and expanded in to new space during that time. Ive bought speakers, turntables and amps. TMR is a small but focused organization. I think they do a great job aggregating high end audio gear and standing behind it. It’s not like this hobby appeals to a huge audience. It’s freakin’ expensive. I recommend TMR. |
https://forum.audiogon.com/users/thesound I'd do as Tammy asks above--she will sort it for you to all parties Good luck T212 |
I have had one experience with TMR . I purchased a set of cables. There condition was not as good as they had described. Shipping and packaging was ok for a set of cables. I made a few calls about another item and they never returned my calls so I moved on . I would probably would take a chance and purchase from them again. I agree that they messed up on the CD player. Everyone makes mistakes and it seems they did their best to make you happy. Which I feel they must have done otherwise you would not have intended to make another purchase from them. |
Sound.... While your original post seemed innocent enough... and you posed a simple question, this is the internet after all. You'd be naive to think it would not spark controversy. Hopefully most people here realize that, and by the overwhelmingly POSITIVE feedback for TMR, I hope it helped them more than it hurt them. I never knew about TMR, and I just visited their website. I have Zero concerns about doing business with them for a first time. As for Jordi, who is bashing on them for their prices.... How is that a problem? Simply DON'T buy it if you don't like the price! There's no need to bad mouth them about it. As a 55yr old audiophile and recording engineer, I've had lots of gear, and I've averaged about 50/50 between buying new & used. I've only been disappointed a few times, and only scammed once on Ebay. |
Unfortunately once you write a post and it is responded to, you cannot edit it, which is a shame because I would if I could. I think I may have come down too hard on TMR who obviously by their many supporters have shown to be a great company ; also I can say by the way that Josh is handling all of this, I'm very impressed and of course I'm always willing to change my mind and to listen to other opinions… Josh has not only shown to be a great businessman but he is a gentleman as well. I'm sorry if it came across as if I'm bad-mouthing TMR; this is obviously not the case for me!!! when I wrote the post I was very upset because I just finished transferring funds for purchasing a pair of speakers and for some reason the money was declined by the electronic system ; moments later I got a message that the speakers have been sold!!! Josh and I are working behind the scenes to try and figure out this glitch and to rectify it. So, you see WILL VINCENT, I don't really think TMR's blocked me out because unlike you they are smart business people and they probably checked my reputation by going to my Audiogon feedback, which is perfect and goes back for 10 years!!! Not only that, but if you checked my feedback you can see the type of equipment I buy. I am a customer you don't want to block!!! I'm also a customer that you don't want to piss off like you just did with your stupid post!!! in the past we've spoken because I have considered buying your amps… of course that's off the table now, cuz guess what buddy, I'm blocking you…. |
I relayed my experience in a previous post. They did miss a minor issue but they went out of their way to resolve it. I just bought another item from them. The bottom line is, they deal with used equipment. It will never be 100%. The fact that they rectify their problems to the benefit of the customer speaks volumes. To me, they are providing a service by selling used equipment with virtually no risk to the buyer. I have bought speakers on US audiomart, but I drove six hours to hear them and verify their condition prior to purchase. You can't always do that. They are a great intermediary to verify condition and provide fair pricing. Otherwise, we would be at the mercy of the seller. |
I have dealt with TMR a few times and they are a top-notch company with superb support selling USED equipment. It sounds unfortunate what happened in your two examples but the Forum is not the place to vent. There is no question they are a wonderful asset to our community. Sounds like you worked out things the best way there were able. Complain to your audio buddy over a beer and be done with it. |
I purchased a very nice JRD amp from TMR in the past. It arrived with a minor issue in one channel. They inspected, repaired, and sent it back in a reasonable time with no hassle. I would certainly do business with them again in the future. Used gear is what I buy (most of the time) and it'll always be a gamble. I know this going in. |
For god sake I will never do business with a company that has the audacity to sell a CARY tube box for 98.00 on audiogon or anywhere else IMHO Cary is the book of the month club but hey if some one is willing to pay for it this is America...if it were my company I would personally be very embarrassed....that box is suited for crayons |
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I have done three transactions with TMR in the past month, and all have stood out for their responsiveness and TMR’s staff willingness to genuinely be of service. In one case, a hundred-pound amplifier arrived with one of its front LEDs not working. That may have happened in transit, who's to say. When informed of the issue, the service manager immediately apologized and offered a return label and free pickup, and of course a repair at no cost. The amp just made its way back to Colorado and if I’ve understood correctly, the tech will be replacing all three front LEDs on the assumption that when one LED goes, the others may not be far behind. The service manager even mentioned that the COLOR of a single replacement LED may not exactly match the others, which he said was another reason to replace all three. The foresight and attention to detail that's evident from those remarks make me feel pretty damn good about TMR. By the way, between the shipping and the tech’s salary, TMR is spending a good $400 (and maybe more) to take care of one measly LED not functioning. THAT, my friends, is service. To me, perhaps the most disagreeable part in the original post was the shrill insistence that TMR ought to be open, and able to respond immediately, 24/7. Few small companies do this, and besides, let’s get some perspective here: nothing about a high-end audio purchase ever involves an emergency. If you have a question about something you wish to purchase on Friday night or over the weekend, it’s eminently reasonable that a reply will come on Monday. Accidents and mistakes happen. It’s what the seller does afterwards that separates the shady and run-of-the-mill ones from the ones who are truly top-tier, who courteously and professionally fix the problem, going above and beyond if need be. To me, and so far, TMR have been customer service heroes. |
Is this logging on to someone else's account still an issue at Audiogon? Back in 2018, everytime I logged into Audiogon, it logged me in as someone else. Essentially I had access to personal info, access to purchase, purchase history, payment, etc.
I flagged it to Tammy at customer service. She flagged it to their engineers and assured me everything would be fixed and sorted out. The fact that this is still a problem makes me less confident I should leave payment access on the site... |
I have bought 2 or 3 times from TMR. Seeing as I am in UK they seem perhaps too willing to send internationally. The last time was more than a year ago when I bought a surround sound processor and the menu system was faulty. I have and have had a number of various makes so I am familiar with how they work and the menu systems. When I contacted them they were pretty adamant that it was not faulty, but regardless were honorable and arranged return shipping and refund. I did not hear from them confirming the fault. Testing a processor may be a bit complicated, it is not just a question of switching on and seeing lights! |
I have had multiple dealings (6) with TMR from electronic, cables and speakers. The transactions have always been excellent with great communications. Their shipping is not cheap but second to non. I found that they were willing to listen and work with me each and every time during a transaction, very nice folks. I wouldn't hesitate dealing with them again! |
I have a problem with this guy who starts with I Feel like I have been wronged by TMR did he attempt to contact them before his post? Then when the overwhelming majority of the people came to the defense of TMR his only response was ”That is why he said he used the words I FEEL as a defense to all these positive reviews. My suggestion take your issues to TMR directly first and give them time to respond and if they don't then take your issues to a forum |
I hate to be too positive, but I have had multiple transactions with The Music Room and they have been great. Shipping on time, products were as advertised or in better condition. They always have given great prices on trade-ins, including multiple products, unlike most of the high-end audio dealers. I guess my only slight complaint is they tend to push PS Audio products a bit, but heck, I like Paul McGowan. |
I have done about 15 transactions with TMR and have always found them to be great people to work with for the following reasons: They accurately describe the condition of the gear they have up for sale, and in my experience for an example grade an item a 7 and when you receive it it's at least an 8 and I know this is very subjective but I have never purchased an item that was in a lesser condition than they stated. They repack the items they ship out as well or sometimes better than the manufacturer. I had a situation on receipt of an amp that the outer box had been punctured in transit so I called the sales guy Nick and wanted just to return it unopened. Nick told me because of the value of the amp they had double packed it by putting the original box in an outer box surrounded with about an inch of styrofoam all around. To my surprise when I opened the shipment only the outer part of the outside box was damaged and about 1/3 inch of the foam. When I questioned Nick about why would a company spend the extra time and money to do this he told me it's about doing thing right the first time and if the gear arrives damaged its a problem for us and you. My last comment it about Nick himself he is the kind of employee everybody would want working for them he cares about your experience and you can tell he enjoys music and gear. I would say dealing with Nick is like dealing with anyone from PS Audio or Pass Labs it's the best compliment I can give. I also agree with the person who asked what was this guys issue and did he speak with anyone at TMR? |
I have done about 15 transactions with TMR and have always found them to be great people to work with for the following reasons: They accurately describe the condition of the gear they have up for sale, and in my experience for an example grade an item a 7 and when you receive it it's at least an 8 and I know this is very subjective but I have never purchased an item that was in a lesser condition than they stated. They repack the items they ship out as well or sometimes better than the manufacturer. I had a situation on receipt of an amp that the outer box had been punctured in transit so I called the sales guy Nick and wanted just to return it unopened. Nick told me because of the value of the amp they had double packed it by putting the original box in an outer box surrounded with about an inch of styrofoam all around. To my surprise when I opened the shipment only the outer part of the outside box was damaged and about 1/3 inch of the foam. When I questioned Nick about why would a company spend the extra time and money to do this he told me it's about doing thing right the first time and if the gear arrives damaged its a problem for us and you. My last comment it about Nick himself he is the kind of employee everybody would want working for them he cares about your experience and you can tell he enjoys music and hear. I would say dealing with Nick is like dealing with anyone from PS Audio or Pass Labs it's the best compliment I can give. I also agree with the person who asked what was this guys issue and did he speak with anyone at TMR? |
Thank you all for the comments on TMR, they are helpful to me, and I am proceeding with my planned purchase with them. Thanks also for the ’static’ on my misspelling of my username... clumsy fingers, frequent multi tasking, and dyslexia work against me sometimes. Have enjoyed this forum off and on for some years, but only recently officially signed up to post and seek input, on some system upgrades. And to the OP, sorry if I offended you... I don’t judge those I do not know, I just share my personal feelings and observations. I do note that in many dealings, defensiveness is often a tell. Good day to all. |
Let me add one more datapoint, or rather two: First, I purchased an amp last month from TMR, and the process could not have gone more smoothly. It was shipped promptly, the equipment was exactly as described, and the packaging was just about the best I've ever seen—truly, the attention to detail was over the top, in a good way. Second, I was pleased enough with that transaction that I decided to see what TMR would offer for the extra equipment I had laying around that I didn't really have the time or interest to sell directly. This included two big monoblock amps, a phono preamp, and a relatively obscure DAC. TMR gave competitive quotes on the first two and passed on the third, which I totally understand. (I think they would have taken it on consignment, which seems fair enough.) After I accepted the quotes, TMR promptly sent Fedex labels (including an additional one that turned out to be needed after I packed everything up), sent detailed packing advice, and scheduled a home pick-up, which I appreciated. They reported that all was in order about a day after receiving the boxes, and the check arrived in the mail a couple days after that. I was quite pleased to clear out some unneeded equipment without the hassle of putting it up myself on Audiogon and dealing directly with buyers, etc. All in all, a great experience. Of course, there will always be hiccups in commerce and especially ecommerce, and so I try to be concerned less about those kinds of problems, which are inevitable, than about how a company responds to them. Skimming the thread here, it seems to me that TMR did about as well as any business could be expected to do. I can certainly understand the OP's disappointment, but I don't think the epside reflects badly on TMR at all—quite the opposite. |
I've purchased a power amplifier and some speakers from TMR. Both buying experiences were top notch from the description and photos, the transaction itself, the regular communication and process updates, the delivery and discovery of well packed components, to the performance and enjoyment of the product. I always regard them as a great seller. It saddens me to see any seller who obviously means well, get trashed on social media. People remember negative trashing on social media far more and for a longer period of time than they do of accolades. TMR was put in a tough situation having to defend itself and carefully not come off as trashing a customer. Their replies were thorough, well meaning and logical. TMR is still high on my list. I once purchased an integrated amp from an "electronics dealer" in New York. The description said it had been "thoroughly bench tested". From the first minute I listened and from that point on, I could hear that the left channel was distorted (like poorly tuned AM radio) and it's volume was half that of the right side. The next month involved sending countless emails and recorded sound clips and doing troubleshooting for them. I took it to a hifi repairman who spent 15 minutes, listening, taking a few measurements and giving me an estimate for replacing the shorted register in the left channel and removing all of the original adhesive that the manufacturer had used to secure heavier components before soldering could be done. Over the 15-20 years of it's life, the adhesive slowly got warn and eventually became full of carbon...which is conductive and was causing 5vdc to be present at all times on the right speaker output, which would have resulted in the voice coil(s) getting fried regularly. He said this was common in used components and its the first thing he checks when getting into a vintage piece. The seller ended up refunding me for the repair only...nothing for the weeks of delay and time spent trouble shooting. If an individual has said it worked fine, it would have been disappointing, but a seller who represents themselves as an electronic center and reconditioner has no excuse for crap like that. I obviously won't ever consider buying from them again, but I also haven't called them out by name on social media and whined about it either...trying to turn hundreds against them. If you treat your customers fairly, they will come back and you will succeed. If you burn enough of them...they will go away and you will fail. An isolated incident, blown up to thousands on social media is unfairly damaging, as if the company has mistreated thousands of people. I'd recommend TMR anytime, without hesitation. |
Troids need love too. Just thought I’d remind everyone that some sizeable proportion of TMR’s inventory is direct from PS Audio as part of their liberal trade-in policy. Most of the high end stuff should have been vetted by PS Audio or whoever accomplishes the transfer to TMR. I can’t believe anyone would take in speakers without a checkout! It’s easy! Even more astonishing is someone who would buy speakers for overseas shipment without asking about air freight. I don’t know Gallo speakers but assume they’re not 2-to-a-box bookshelf speakers. When I moved to and from Europe in the 80’s, I dam sure knew what it would take to get me and my gear halfway around the world safely. We should all make note of the wages in terms of time, money, stress and strain caused by a desire to save a buck. |