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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 mn2hifi

mn2hifi
31 posts
 
I can understand your frustration but do be aware that this is very much an exception to experiences most of us have had with Magnepan. Been a Maggie owner for 25+ years and when I sent my MGIIIas in for svc and they were damaged in shipping and Magnepan simply rebuilt and re-paneled both speakers on their dime.
Also it is a small company and please realize that some us us have waited 1-2 months to get our 3.7s new and the back order for my 20.7s in more like 4+ months so it is somewhat understandable this is not high on their priority list given new sales build back log.
Not saying it is right just understandable. BTW I have always found everyone I have talked to at Magnepan to be polite and helpful. I know that doesnt make it any better for you though!
mn2hifi
31 posts
 
I just saw a pair of 3.7s on Audiogon that are in MN for svc and wondering if this is the same pair and something was worked out? Sure looks that way.

http://app.audiogon.com/listings/magnepan-mg-3-7

If so perhaps perception might have changed considering the ad
mn2hifi
31 posts
 
Wolf,
Yes, and while we have no reason to question the details supplied, they have been supplied by 1 side who has an emotional investment in the situation. Even though is has a question mark after "HORRIBLE " perhaps asking about others experiences or something similar would have been a better approach versus the one used, but hey that is just my preference in handling such situations and not to simply vent. Again my interpretation of "tone", yours and others view may differ from mine.

Magnepan may have indeed totally dropped the ball on this one and if so needs to evaluate how to not let it happen again.

So many of us have had nothing but positive experiences dealing with the company, perhaps we are viewing this as a rare exception although that does not help the original poster.

One last comment would be to say that in my mind the "fault" would be in Magnepan's communication, not the turn around time. Remember this was a used pair of Maggie's, damaged by someone else and we do not know the service back-up at he time and as others have said, when all is said a done, a small company.
As stated in a previous post of mine my 3.7s took longer to get new then the time to get his repaired and the 20.7 back log is even longer
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