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Made in Canada conundrum

We all know that some of the very best audio equipment is made in Canada. Some of these legendary companies don't have service facilities in the USA, so if it breaks,like mine did, you send it back to Canada. I just experienced this: Promised about 2 weeks turn-around time, but we're going on 2 months and it's still at Customs in Canada, who are waiting to clear it, having charged me tax, duty, broker fees (FedEx) and a fourth charge for some technicality that I've forgotten. What do US purchasers feel about paying tax, duty and broker fees when they buy Canadian and then pay the same fees again to have the original repaired? Annoyed, like I am, or did you know that? And would you have bought Canadian if you knew this before-hand - like I didn't, because nobody told me. Should I have known this? Opinions, please. (I will keep the Manufacturer's name confidential while I wait for resolution)
springbok10

Showing 2 responses by trelja

trelja
3,226 posts
 
Denis, it's too late now, but FedEX has a box to check for "Repair & Return" when the shipment is created that addresses the absolute hell you're going through now. In addition to checking that whenever I was involved in these situations, I always wrote it out in great big letters so that hopefully no one would miss it.

That being said, I've had people send stuff down to me via UPS, and no matter what (the box could be in neon colors, with "REPAIR & RETURN" flashing in lights), and they ALWAYS soaked both parties.
trelja
3,226 posts
 
Hope you're doing well, Denis.

I think the percentage of foreign companies without a US repair facility is well over 50%. Based on the experiences I've had in the past few years, I've more or less come to the conclusion that a company not based in North America that is unable/unwilling to pay someone in the USA to support their margue and all that's involved in doing so is a company not worth patronizing.

By the way, this is definitely not something between the people or governments of Canada and the USA. The problem is the shipping companies who have folks working for them enforcing draconian, onerous, and outrageously priced policies. NAFTA sure didn't benefit the high-end audio customer. Most will find this difficult to believe, but my shipments from China were far, far, far faster and less complicated than those I was involved with in Canada. To the point where we finally went to having the gear I imported directly into Canada from China, as opposed to coming to me first.
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