Magnepan Service HORRIBLE???

If the person that handles the repairs was unable to work then what would it take for someone there to just explain the situation. "Our person for repairs is out on medical leave. We'll do the best we can at getting to your problem."

Yes, I had two pieces damaged at the same time and hence my reaction. I've been doing this since 1975 and this is the first time I have had any piece of equipment I have bought from Audiogon or the old Audio Mart in pre internet days.

The reason I have not mentioned the CJ ACT2 problem is that the seller did not install the 4 screws under the preamp that are supposed to protect it during shipping. So, I could not be honest and file a damage claim with FedEx. Also, the MG3.7 claim was my first with FedEx and I don't want to get a track record of making damage claims. I drove the CJ ACT2 to Northern Va. and hand delivered it to CJ. Think that was six weeks ago this coming Friday.

Since CJ was taking so long, I gave the seller an option to avoid negative feedback on Audiogon by just refunding the money and agreeing on no feedback on Audiogon relative to the transaction. He accepted and we undid the deal. He refunded everything including the Paypal fee. That damage is excepted to be minimal as nothing on the case was affected. It was only internal and CJ said that would be easy to repair.

The reason I have been so aggravated is that in early June I should have been able to set up and listen to the MG-3.7 bases system instead of dealing with these two messes.

Steve Winey has still not responded to the letter I sent him. I am pretty certain he should have it by now. This appears to confirm a comment above about Magnepan operating differently now than when Jim Winey was running the business. I had the pleasure of meeting Jim when he visited Audio Art in the late 70's.

My ads for the MG3.7's, Krell FPB-300, and MG1.7's are up on Audiogon. My bad luck will be someone's gain.

As I said in one of my earlier posts-I place some of the blame for the damage squarely on Magnepan's shoulders. I mentioned this in my letter to Steve Winey that Magnepan should provide a wood crate for shipping for the 3.7's and 20.7's and increase the price accordingly. We paid through the nose at $ 371 to have the crate built. I can't imagine it would cost much more than $ 200 each if these were made on a routine basis?

Everything is great with Magnepan if you don't have a shipping damage problem. If you have to interact with them on a repair you are screwed based on the way they communicate. Why they do not at least set up hotmail or gmail accounts for those few employees makes no sense to me. They operate the business like it is 1950. Not surprising how fast things moved when I got an email address at Magnepan. Maybe some good will come out of this for future Magnepan customers. They have lost me for good.

Emrritt,

As it turns out, Magnepan does have a system of crating -- but they've found that customers won't pay even a little bit more for it. It seems that they know that Magnepan and the freight company will deal with a problem if it occurs, so they have no incentive to pay more. Whereas we both bought our speakers used and so had to deal with the original seller and freight company.

Wendell Diller points out that they do in fact warn of just that on their web site:

"However, we have a word of caution. Magneplanars are very sturdy, but, they sometimes lose in a 'conflict' with a forklift driver or careless freight handler. If this happens with a new pair of speakers, Magnepan and your dealer will handle the hassle with the freight company. If the freight company wants to fight the claim, it isn't your problem.

"The safest way to buy a used Maggie is with a warranty from your nearest Magneplanar dealer. The next best option is to personally check out the speakers before buying. The worst option is a 'great deal' on the Internet. To our thinking, if it is such a great deal, why wouldn't someone locally snap it up?"

One other word about how they interact with customers. While I was visiting, they got a call from a guy in India. His distributor had given him foot screws of different lengths, and he couldn't figure out which to put where. In short order, engineering and the factory became involved, and the decision made to send him a new set of screws of the right length. Later, as I understand it, he spoke to Wendell. The amount of attention, both direct and behind the scenes, was extraordinary, and hardly cheap, given the cost of labor.

I don't know what happened in your case, and I don't know why they don't put their email addresses on the web, but I've spent enough time making futile attempts to contact various "customer be damned" companies and talking to people with impenetrable foreign accents after an hour on hold to appreciate this old-fashioned aspect of the way they do business, and the fact that they're so accessible -- or at least have been when I called them.

Mrschret, I'm not sure what the situation was, or why communication wasn't better. From what I've seen, when people have called and asked about time frames, they've been happy to oblige.

Based on my own experience as a customer over the years, good communication is vitally important -- it may be disappointing to learn that your repair will take two months, but I think most people will accept that. It's not hearing anything or being able to get through that drives you to distraction.

When I mentioned my broken Tympani to the beleaguered head of the repair department, she said, "Good God, don't send them now." :-)

I'm anxious to hear what member "Mrschret" has to say after he visits Magnepan tomorrow. Maybe he can shed even more light on this topic?