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Magnepan Service HORRIBLE???

I am now into my 5th week waiting for Magnepan to evaluate shipping damage to a pair of MG 3.7's. My wife and I paid Craters and Freighters to build a custom wood crate for them so they would not be damaged further by the trip from Richmond to Minnesota.

I know everyone will say they are a small company and I need to be patient but this is ridiculous to my mind. I have called 5-6 times and the seller has also called. The last time I called Shelia acted like she had never spoken to me before despite the previous phone conversations.

I know the MG 3.7's are supposed to be sensational speakers and I bought my first pair of Magnepans in 1975 but I am seriously considering flipping these if Magnepan ever inspects and repairs them. The aggravation simply is not worth it to me.

A month and I can not even get anyone at Magnepan to open the crate, inspect them, and give me a damage estimate to provide to FedEx who is ready to pay the claim. Unfortunately, they can't pay until Magnepan provides an estimate of the damage and then I have to wait for the actual repair.

I never thought I would feel this way about Magnepan but this current situation has changed my mind to a huge extent. This is just ridiculous the way I see it and I can see no good excuse for it.
etmerritt33

Showing 3 responses by mapman

mapman's avatar
mapman
21,890 posts
 
Magnepan has a good rep as far as I know. My experience in the past sending things to them for repair or refurbish was good, but that was a few years back FWIW.

It is a small company so things might go slower than desired from time to time maybe?

I would talk to the proper customer rep on the phone and ask if they can provide an estimate of when they will be able to look at your speakers? Then follow-up again if you do not hear by then.
mapman's avatar
mapman
21,890 posts
 
Live and learn...

Customer service matters. Clear and concise communications always helps expedite things.

Its unfortunate but I'm not sure this case is all that unusual. Maybe other companies could do better, maybe not.if they can then bravo. I would like to know.
mapman's avatar
mapman
21,890 posts
 
My recollection of Magnepan service when I called upon it a number of years back (in the relatively prosperus 90's) was it was reliable built not necessarily fast even back then.

Home audio is a luxury, not a necessity so FBOFW my experience is that most vendors are not well equipped for fast/immediate turnaround with service requests.

The best ones though will always provide reliable communications including estimates in a timely manner. But even then, if you are anxious to get things through as quickly as possible, you have to take the lead in communicating clearly and regularly as needed. And an estimate is just that, an estimate and is always subject to change.

I expect most any service event where I must ship out my gear to last weeks. That's why I always try to keep decent spare gear around to hold the fort when something in my starting lineup is on the disabled list. If you want to play a game, it always helps to have a strong bench.
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