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Manufacturers

I find it interesting that some manufacturers and retailers in the audio industry consistently make themselves available to their customers while others completely ignore them. I scratch my head after going to a small volume speaker manufacturer's web site (Brooklyn NY based), send a note through the email provided on the site and ask "I'm interested in a pair of your xxx speakers (retail is $9k) and have a few questions about them, my room and electronics. Can you let me know when we might get on a call pls? "

And get no response - so far for three days. 

I call the number- leave a message. 

No call back so far.

I see the owner posting on Facebook regularly and a year ago I'd sent him a similar note, trying to get on a call with him.

No response. Then I posted in the comments area on his posts- Hi XXX, pls check your messages here, I'm trying to get in touch to ask a few questions about a pair of your speakers. A week later I get a "sorry, I don't check messages much here" response. Not a "Hey, sorry I missed this, pls call me to discuss and happy to help"- just a note that offers no interest.

In the year that I've tried to reach him I've bought Harbeth 30.2's, a pair of Proac, an Odyssey amp, a JL audio e110, a pair of SVS subs, a Denon HT amp and more (different systems around the house). I'm actively growing my systems.

Is his boutique business really that good that he can't be bothered to respond to a potential customer?

Meanwhile, the founder of a much larger Colorado based electronics company posts daily, has blogs, videos and much more always responds to a comment or question on a product - his or something else- without fail and is engaged and interested. 








128x128cowan217
57 responses Add your response
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lonemountain
454 posts
 
I've worked for a lot of different manufacturers in hi fi and pro, large and small.  Some of this "ignoring" thing or not answering thing is not intentional.  One could look from afar and say "they should do this or do that", but my experience is that manufacturing is a never ending shit show of problems no matter whom you are.  Its incredibly difficult to build things and manage all the parts purchasing and subcontracting you must do, chase down the errors that occur, plus also do sales, marketing, shipping, exporting, packaging, plus everything else.  Aye yi!  Some pick and choose what they can accomplish because they honestly cannot accomplish it all. 

So my advice is, if you cannot get an answer from email,  call them.  For some of the boomers, email can be a very tedious process.  Get them on the phone and they respond immediately.
Brad  
axememan's avatar
axememan
279 posts
 
I believe he did call him,and FB etc.
I think you should hop on his FB page and put it out there.
I bet he responds in some kind of way.
But,it is better to find out now how he interacts ..before you buy!
Spend your $9G with someone more worthy!!


cowan217's avatar
cowan217 OP
112 posts
 
Thanks everyone for your feedback, perspective and advice. I ended up upgrading my Harbeth 30.2 to HL5 Super Plus and am expecting them in a few days. I'm sure they'll be great. The dealer I worked with was great, texted, emailed, called, handled pick up of mine, shipped his quickly etc. 

Looking forward to breaking them in ! 
bache's avatar
bache
522 posts
 
@ cowan217
 congratulate to made good choice , but  if you in Brooklyn or close
i invite to stop by my place for 10-15 min , i don t think you try to rich my
Co,  it was somebody else . besides very famous De Vore and Ohm and very small boutique my brand , nobody else make speakers in Brooklyn  


gmosley
129 posts
 
Well, l guess l’m not the only one not getting any call back after a couple of emails sent to owner of a tube amp company out here in Northern California, and what burned me up is that l talked with the owner on the phone as well and we agreed on the day that l would take a hour drive to his place of business,then l called him to confirm the appointment only to be told he would get back to me and that was a WEEK AGO, now l understand that there is a virus going around, but we can make arrangements like leaving it on the hood of my car and me walking back 6 feet or more. but l will call them one more time and if l don’t get a response l will only have BAD things to say about there service policy.
wish me luck. this will be my 3rd call and 5th email.
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cowan217's avatar
cowan217 OP
112 posts
 

Hi @Chrisoshea237-

 

I've been trying to buy from a retailer not a manufacture. I'm def not a tire kicker and buy a fair amount of equip on a regular basis. I also used to work in the CE industry for a decade and ran a nine store high end chain. I also ran a BMW and a Porsche dealership. It was always about follow up, taking each customer seriously and working efficiently toward helping and potentially selling them something. Yes, we sometimes had people that were "researching" and not ready to buy- but most were and being responsive and actively selling, being engaged was what it was all about. No-one should have to struggle to make an expensive purchase, or put up with no returned calls, foot dragging, disinterested attitudes etc. 

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