How does it make you feel when you try to contact a mfg about their product with tech questions and they ignore you? I understand many places are suffering from a lack of help due to plandemic but when you repeatedly leave messages over a course of weeks and get no reply it sticks in my craw. I've spent my hard earned dollars on their equipment and a simple answer to my question would go a long way to endearment. When you leave a voicemail and no one bothers it's not only frustrating it's disrespectful, so much so that I don't ever want to buy their products again even if they are of good quality.
I bought a Peachtree amp500 through Underwood Wally, hooked it up in my complicated bi-amped system and thought the amp was dead. Wally and Peachtree were more than gracious and rushed a replacement amp out to me in 2 days. It turned out that there was nothing wrong with the first (or the second) amp they sent me. I just made an error with my hook-up. I am telling this to heap praise on Wally and Peachtree.
Aerial Acoustics is amazing. When you call them the developer and owner of the company, Mike Kelly answers the phone and helps you directly. Always pleasant and helpful.
The best Customer Service is one that isn’t required. Perusing this thread reveals a preponderance of complaints about streamers. Since streamers are glorified computers , and therefore subject to all of the same network issues all IT has, this is not surprising. I have never had an issue with an amp, speakers, CDP, or even turntable. Until streamers came along, I never knew that Audio companies required Customer Service departments. My two worst experiences in CS were Sony and Arcam. I never received any answer to phone calls, email, and certified snail mail. Fortunately I was able to return the Arcam (thank you, Music Direct) but unable to return the Sony (eff you, Crutchfield). I had to deal extensively with CS with Bluesound and Bryston. Bluesound CS went from being exemplary at first to very difficult over the years—I think they became to big for their own britches in sales volume. Still, they ultimately resolved my issue. Bryston is indeed excellent in support, I just wish the product itself didn’t require so much attention, and I am much happier since I sold it. My two current streamers are Melco and Cambridge Audio. I have no idea what their CS is like because they work beautifully.
Like others above have noted, poor customer service makes me vote with my wallet and buy from others.
In my experience, I've received excellent customer service from the following to name a few, in no particular order: Ascend Acoustics, Rythmik, VPI (both Mat and Harry personally), Rogue Audio (Mark & Nick), Manley (EvaAnna), miniDSP, GIK Acoustics, Bob's Devices, Soundsmith, SweetVinyl, Herron, Oppo, Dr. Feickert, Brent Jesse, VTV amplifier, Music Direct, GIG Harbor Audio, Reference Analog, Audio Advisor As to poor customer, the one that stands out to me as horrible is Emotiva - based on my experience with the UMC1 and how they handled the whole situation (complete lack of integrity). Will never buy another Emotiva product and sold all of the pieces I owned.
The thing is, even if you're swamped, and can't get good help, it's trivial to auto-respond to say something like this:
"Thank you for your email, we are currently 1-3 days behind in email, we appreciate your patience and we'll get back to you at that time. If this is an emergency, please contact the dealer where you purchased your magic_box"
And if you want to look really professional, for a handful of dollars (literally almost nothing), you can put in place a service where you take trouble tickets and then have technicians take a look at the tickets and get back to customers. There's no excuse for bad service in the 21st century. The tools are there to provide good service, they're cheap, and easy.
I've need been in that situation but close. it only happens if i buy out of my Country. But all has been good for me . I noticed you never put down the question to Us was is a stupid question Freddy?
Sutherland phono stages - incredible support by Ron Sutherland (answers the phone himeself) who spent over an hour talking about a power supply upgrade for $350 and then guided me through the installation of the board. He said he is honored to have me have his product in my system - unbelievable.
Integrity hifi - answers the phone and tells you exactly what configuration to buy, helps with setting it up, and supports it when you have questions.
VPI - fantastic support of van den Hul cartridges which they have recently started distributing, including setting one up for me at their factory/offices on a competing turntable!
Townshend Audio - Got through to Max Townshend himself who recommended a different capacity product and apologized for their lack of questioning the application and sent me the right one.
Symposium Acoustics - Owner answers the phone himself (Peter) and takes the time to understand the application and budget and makes the recommendation in the humblest way.
Music Direct - I'd buy from them again in a second.
Only bad experiences are from dealers who don't have time for you after you've bought the product and don't see a future purchase on the horizon. Won't mention their names.
I guess I have been really lucky ... Had my Cary slp98 preamp upgarded and they did extra things for me at no charge and right on time, Had tech questions on my Cary 200ts DAC and responses within 24 hours. In my office I have Emotiva monoblock xpa1s that were having a few issues just before the 5 year warranty ran out, not only did Emotiva fix the issues but because they determined some other things that would eventually fail a long way down the road, they replaced the caps etc all at no cost and within a few days. I recently purchase a set of Odyssey Kismet amps from Klaus, the left amp came with an issue due to shipping, not only did Klaus replace the left damaged Amp he upgraded it and so it would match replaced the right amp. That is what I call customer service at its best. Maybe it's luck, maybe it is picking the right vendors, I don't know but within certain limits I am a tough to please person and all three of these firms have been exceptional in service. You can argue sound quality, micronuances etc, but service is not subjective it is an actual event and these firms performed above and beyond.
Avalon Acoustics has totally ignored both my Emails and phone calls. I spent many thousands of dollars on a pair of their speakers, which I love. The company, unfortunately, is inaccessible.
Fortunately, I have had great experiences dealing with numerous companies. My most recent experiences were Pass, Bricasti and McIntosh. All were efficient and superb. Years back I had experience with Bryston and they were rock solid too. I have to say that it's pretty cool that when you call, reach the company and are talking to a principle and you mention your name, he knows what you own.
RE: a highly-regarded manufacturer of tube amps. A Psvane KT-88 blew up my amp, and I needed a cardboard shipping container to accomodate its return it to the factory far away from me in the USA. After badgering by emails (to which I was informed that a show was coming up and they were very busy with preps for it) I waited THREE months before I could return the unit for repair. My dealer had to intervene constantly at the show to have them send me a replacement box. I don't know about you folks, but I live for music - it is daily nutrition for me. Without an amp .... SO much for after-market service.
You must have a verified phone number and physical address in order to post in the Audiogon Forums. Please return to Audiogon.com and complete this step. If you have any questions please contact Support.
