I too have had terrific experiences with PS Audio customer service, both in troubleshooting some network issues for my DirectStream Junior and facilitating a repair and eventual return of a P5 Powerplant. They were super nice from start to finish. Never charged me a dime for it either. PS Audio is the Shining City Upon a Hill of the audio world. |
...a great story. I've had similar great stories with Vandersteen and Ayre. When I buy an expensive box, I always take the company's customer service reputation in account.
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Over twenty years ago I purchased a (used) B&K 442 amp. Later, I was having an issue with-in my system I could not pen down. I decided to send each component, one by one, back to the manufacturer for a check-up. Since I did not get a box when I purchased the B&K amp, I called them for a new one. I was charged $20.00. I paid the shipping to them, they checked the amp out (no issues) and sent it back free of charge. To me, that's excellent customer service!
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In a pinch, I had a music instrument dealer drive to a competitor, purchase drum heads we needed and then drive them to the competition site to earn our school music department's business. He only charged us his cost. Needless to say, this vendor and this sales rep earned our business for many years. |
I’ll cast my vote for PS Audio as well. Great customer service when I was troubleshooting a Power Plant P600.
There have also been a few company owners/engineers that have grown into friendly personal relationships, those being Nola speakers and Synergistic Research. |
I have a number of good ones, but when I moved from New Jersey to Arizona, and needed my Vandersteen 5A's to be retuned....Richard himself held my hand and spent a few hours to properly voice my spekers. Great customer service.
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I sold my DS last month after purchasing Lampizator Golden Gate Balanced. Well, I should say, one of their dealer in UK, Mark Coles of Sablon Audio, is a great man with great customer service.
He provided all information clearly before I decided to purchase and even after I got the product. He is still in very close contact with me, asking how it was running in, what other things to purchase (not from him) but would surely make additional improvement.
We started out as customer and dealer relationship and end up as friends. :) |
I've had a similar albeit much smaller experience with PS Audio and was very pleased indeed with their Cust Svc. Other companies could take a page out of their playbook...
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Nice to hear Ami.
PS Audio is customer driven to the nines...I am a member of their forums and you can see it every day... in the way Paul and company talk the talk... and walk the walk... I’m a very happy DS and PWT owner...And the sound quality these two make together... are nothing less than superb!!!
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I wish I had been as fortunate as you, Ami. My only PS Audio purchase was a Quintet. First, the unit failed, and PS Audio sent, free of charge, a new power block (the replaceable a/c input unit). Then, two of the five outlet sets failed, out of warranty. PS Audio offered to repair it for free, which was nice of them, but I had to cover shipping to PS Audio. That was expensive due to the wieght of the Quintet. It was returned functioning properly, only to have the same two outlet sets fail again about 2 months later. I decided not to go through the expense of returning it a second time. I went with another power filter brand, which has been trouble-free for about three years now. I use the workign outlets on the Quintet for less critical gear. The customer service was good, but I have concerns about quality control and product durability. YMMV, of course. |
Excellent to hear about PS Audio. I have also had stellar service for Von Schweikert Audio, Ayon, and Nuforce/Nuprime
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Hi GSM,
Thanks for sharing.
I also had great experience with Zu Audio.
Always super friendly and willing to help.
When My iPhone's mission cable broke (probably at my fault...), I sent it in for repair, fully expecting to pay for service.
Within a week Gerrit sent me a brand new, later model cable at no charge.
Their products sound amazing, and their customer service is equally good.
They too have me as a loyal and proud customer.
Their speakers and cables are phenomenal, and unbeatable value for money. I own a set of Druid speakers, and quite a few of their cables.
Ami |
Ami,
Awesome experience, thanks for sharing!
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Two experiences, both with Zu Audio.
1) The inboard bass amps from my "original" Zu Def 2s failed after several years. Rather than shipping replacement amps for me to install or asking me to ship the speakers back to the company, one of Zu's representatives came to my home and replaced the amps. Gratis, of course.
2) When I upgraded to my current Zu Def 4s, Sean Casey delivered them and set them up; and that included dialing in the bass amp controls so that the output was flat down to 16Hz.
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When I bought my boat 12 years ago, I also purchased of a pair of Taylor Made Boat Fenders from the same dealer. 9 years later, one of the Fenders would not keep air and kept deflating. That Spring I had my boat in for service and mentioned the faulty fender and said I wanted to buy another.
The dealer asked if I had the fender in the boat. I said yes and he then gave me a brand new one for no money in exchange for the old one. No problem he said - life time warranty! That's what I call customer service and standing behind a product.
No one said the experience had to be about audio. |
Yes Pass Labs service is excellent. I emailed Desmond inquiring about a component & he sent it for free. |
It also means that they're in the black as this sort of service does cost money. Cross your fingers and hope they aren't bought out in the near future!
I owned a Pass Labs pre amp a couple of years ago. I had it for at least 6 or 7 years. At about the ten year old period, it needed service. I sent it to Pass. They called and said that it needed a new display board. My unit was an early version so the displays they had wouldn't interface with the replacement part. They said I would have to buy a main board also!. I was prepared to take a hit on my wallet. They replaced two circuit boards, made a new shipping carton, included a calibration report and new manual. $125.00!!!! What a company. I felt guilty when I sold it as Pass Labs is exactly the kind of company I want to do business with. Joe |
I have experienced similar customer service from David Janszen when I blew a woofer. I couldn't believe how fast I got that speaker back and didn't even pay for shipping. |
some things really do "trickle down".
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Nonoise, I agree, it comes from the top. I'm very fortunate to have worked and retired from such a company.
I'm thankful for the experience and the values I learned and adopted. It's more than just 'business'.
gary
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That's going above and beyond what is expected. It all boils down to the mindset of the individuals at the top: how they expect to be treated is the way they treat others and that way of thinking becomes part of the company milieu.
All the best,
Nonoise |
It's great to hear the good as well as the bad. Pass Labs operates in the same way. |
Ps audio stock is up in my mind. Nice to hear things like this. |
I too have had some very positive experiences with PS Audio. They really are a Class A company. |
Thank You- Ami for the shout-out.
it is imperative that we post both positive/negative experiences when dealing w/ these companies. The same can be said in dealing with retailers as well. |
I'm not talking about 'customer value' but the ability to offer free components & labour. |
I've been involved with PS Audio products for decades. Back then it was a very small enterprise. They got to be the more affluent corporation they are today because of the culture of customer value that trickles down from Paul McGowan.
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That's great but remember less affluent companies can't afford to offer the same service. |
Wow, very accommodating and smart! They sound like a great company l.
I love hearing stories about companies creating raving fans.
Thanks for sharing.
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@ami Good move sharing your exemplary service experience with others in this forum. I too have had positive experience with PS Audio standing behind their products. I have found a strong correlation between the behavior and attitudes of leadership and the efforts of those who work for them. Looks like the culture at PS Audio is customer driven, wanting to engender the loyalty of lifelong customers. Hopefully other companies will take notice that we value that positive relationship.
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Wow! That is truly over the top service. |
That's good to hear. I just bought Power Plant Premier, and though I hope nothing is going to happen with it, you never know. Yeah, Paul was nice when I once had an email exchange with him. |
I own a Perfect Wave Transport and a Premier Power Plant and now I am even happier that I do. Thanks for sharing. Paul runs a solid company.
Steve |
