Quality issues with Tekton speakers....

Reading through this thread, I must say, some of it sickens me! As a customer of Eric’s, I’m proud to own his speakers. I’m sure when you read the “bashing” threads they are pissed off competiters! Eric’s speakers blow away most! I have and can buy any on the market and have chosen the Encore’s as my reference speakers. I have all tube gear. I use TruangleArt Reference SE turntable along with their Reference phone stage. You folks don’t know me from Adam but to back up my thinking, Tom Vu from TriangleART and I were talking a few days ago and I told him how much I love my speakers. He snapped up and said he had heard them and loved them! I got him and Eric together and looks like Tom will be using a pair at his shows. If that’s not a indication of how good Eric’s speakers are, I don’t know what is!! 

It seems pretty clear that Eric made the effort to “make things right”.  And it seems pretty obvious that swapping the speakers or the drivers were the preferred solutions. 

All companies have problems at one point or another... the key is what happens going forward to prevent a reoccurrence.

As Tekton becomes more and more successful is unlikely that Eric has a chance to personally inspect every loudspeaker that is built. Therefore, it is critical that he has processes in place that assure quality... as an example...have photos and descriptions in all work areas in his shop of what is an acceptable product so that his employees know what is expected.  

Based on Tekton’s track record, I suspect they will continue to improve and to make great products...in this age of instant everything, communication will be the hard part. 

Nice avatar- audiofreak32.

audiofreak32, I love your avatar. Wish it was bigger.

As for your Tektons, glad you enjoy them. I had a pair of the M-lores and sold them after a week. Good thing I bought them used.

Follow up...

I was pretty upset about the experience with my Tekton Pendragon speakers.  I got over and have since bought two more pairs of Tekton speakers.  I think they are superb for the money and easily the most fun speaker I have owned - and I have owned maybe 40 pairs of speakers over the last 20 years, some of which were over $10,000 a pair.

They play so well and non-fatiguing with both big power SS amplification and little baby tube amps.... check out my virtual system.

I have been following this thread with interest, too.
If the photo posted by the OP reflects the actual color difference between the two drivers (and isn't mainly an artifact of uneven lighting, as someone else pointed out) then, sure, I'd be unhappy, too, and I'd want a solution from the manufacturer.
If the manufacturer's offer to exchange the speakers included return shipping, then I think that's a reasonable solution. I certainly don't think the customer should be on the hook for something the manufacturer got wrong.
I don't think that being a small or "boutique" manufacturer should be an excuse for less than perfect QC. For that matter, even if you're Wilson and the automotive paint job on your speakers cracks with age (read about that somewhere) you need to take responsibility for that.
Furthermore, if I went the grille route and got a set with pegs for a "pegless" cabinet, I'd be pretty steamed... this kind of aggravation tends to be cumulative - that's a pretty human response. And all the more so if communication's been sluggish.
That said, once somebody takes to flaming a company in a public forum looking for support for their anger, I start to wonder if they're being reasonable. Once you get over the "but it should have been perfect" indignation, you're either willing to work toward with the manufacturer toward a solution or you're not.
I have never had dealings of any kind with Tekton, but it seems they've flourished for a long time, so I'd think/hope this kind of shoddy QC is a fluke...

My experience with Eric and tekton was great

B_limo

Are you saying you owned 6 pair of Paradigm speakers in the past 3 years that had the problems you note? If so did you like them alot or expected a different outcome the 3rd-6th time? Just curious why you would put yourself through such an ordeal.

I had the same problem with Paradigm Speakers. I've owned 6 pairs in the past 3 years, none had sequential serial numbers, some had mismatched binding posts and my last pair of Signature 2's (awesome speakers) had mismatched 8" drivers in color.

I feel your pain. I think its acceptable to expect your speakers to match, no matter the cost but especially at the $2500 mark.

I'd say it's time this thread died...

So the guy constructing the speakers is the owner and sent them out like that? That's what your saying? That's even worse yet. I'm not out to bash this company nor am I debating that they are a good bargain. I've recommended tekton to my friends who are tube guys. That's not the issue here. But if Eric wants to stay in business he needs to sort out the QC issues as well as his communication. Unfortunately that's the reality of running a business. I have sent emails to numerous manufacturers in the past both big and small and have gotten prompt replies from the owners. To defend the lack of communication is senseless in my opinion if the guy sends an email stating that he had an issue with the speakers, from that point forward Eric should be the one to initiate further contact. And yes if it where me I would have opted to switch the woofers out myself but that doesn't mean everyone would be comfortable doing that simple task. Also its been said he offered to replace the speakers but no where In the thread does the op mention if Eric offered to pick up the cost. If I missed that I stand corrected.

I read this thread in disbelief. Disbelief that some think Tekton did this horrific thing to the OP. Seriously? He offered to exchange the speakers. Good grief.
Now a while back I read in these forums that someone paid some $5000.00 for an Art Audio amp and never got it. And never got his money back. That my friends is ground to beat up on somebody. IMO

I'm just laughing my ass off. I love the wtf b.s. Why don't you go get another tattoo wtf guy. Yeah, I go to your restaurant, get petty about too much salt, call my friends to Yelp you to negative death since nothing you do (comps), can please me. Further example, you claim to be first-rate, you attempt to make things right for me, but I will here none of it, my petty salt complaint grows bigger, I and my friends now hate you, your service all your good stuff doesn't matter to the many folks who might have visited your restaurant. My friends and I continue scream bloody Hell for weeks on end, hiding behind the Internet keyboard; we do, do damage to your business.

Now, Eric has built a number of terrific speaker models, has worked real hard building his business, rumor has it he is swamped with business, makes minor mistake and you want him nailed to a cross. You are just a bit too cavalier in harsh judgement of Eric (something stinks). As stated before, he offered to exchage the speaker for OP. That should have been enough. Some guys are just a little too trigger happy to sully a good rep over the Internet.

My wacko scenario above could happen to anyone. A tad of mercy and a benefit of doubt can go a long way in life. Might even help achieve a better outcome.

Chrshanl37,
That's true, but there is so much value in speaking person to person. The intent of the printed word is often misunderstood.

First of all, it wasn't a criticism, it was a helpful suggestion. Email is not always the best form of communication. This isn't a big company with a dedicated customer service department. The guy checking the emails is also the guy constructing the speakers. Just is what it is. And also a reason these speakers are priced where they are. You can probably do the math on the drivers and materials and figure how much they cost in parts alone. Add overhead and these prices aren't possible. Just saying.

I am going to say it again. It would have been far easier to swap out drivers and be done. The OP didn't originally want grilles, so that is a non issue. The mismatched drivers, however, IS the issue. I wouldn't want to live with it either, but I know how to use a cordless screwdriver, so the problem would be easily solved.

Shakey

Some have even critacized him for not calling instead of emailing. Why? If the company has an email address listed as a means of contact then it should be as good as the phone. If they don't, won't or can't even check their emails then they should pull the address of the site period.

Of course it happens (albeit rarely) however a lot of restaurants use comps to compensate for mediocrity. The independent restaurant is a dying breed and that is one of the biggest reasons why. My whole issue in this thread has to do with tektons quality control and yet many on here seem to want to point the finger at the op like he is out to smear tektons reputation. That's nonsense.

Chrshanl37 It sounds like you have arrived at perfection running your business. It's hard for me to believe that you don't periodically have to comp a customer regarding some issue that is if you still have humans preparing, cooking, taking orders and serving. It this is absolutely true, kudos to you! Somehow it is difficult to believe, particularly in the restaurant business where customers can be unreasonably fussy right or wrong or do you throw them out if too unreasonable?

And now you are trying to say the op is bashing tekton because he may be a competitor? Really? I run an successful restaurant because I take care of my patrons. Most restaurants have a comp line item in the p&l to take care of patrons when mishaps occur. Like bottles of wine, desserts and so forth. In my restaurant there is no such thing. We get it right the first time.

Quoting reviews in your post has nothing to do with this thread....using an episode of chopped where a judge didn't like red onions to draw some parralel to the issue here makes about as much sense as that silly show. FYI no industry professional watches that shite its fodder for rubes and amatuers who would rather sit on the couch than step into a kitchen. If you think the food network is real and not produced garbage then you have zero cred in my book. Although you bring up a few good points in your retort your original post had nothing to do with the thread.

Wtf, Wtf, it has everything to do with this thread. Eric makes very fine speakers chef, the OP was offered replacements, he didn't take Eric up on his offer, instead he complained about the cost of shipping (FYI nearly all manufacturers regardless, put this return cost on the consumer, right or wrong) so, the OP decided to complain on this forum rather than get the speaker replaced. I smell something fishy. Like going to Yelp with my friends giving your good restaurant bad reviews because we're competitors. Hey, it sort of reminds me of an episode of Chopped on the Food Network where a chef had red onions in a salad and got chopped because one of the judges didn't like red onions (really happened). Wtf, Wtf, what does this have to do with this thread? Everything. I think the OP was ridiculous for not getting a return tag, have Eric pay-up for shipping, get new speakers or a refund (30 day return).

Wtf does that have to do with this thread

Additional consideration of Eric Alexander's product from EnjoyThe Music:
"Newcomers should buy this speaker to get a taste of what the High End is all about, and then consider upgrading everything else in their system. Seasoned audiophiles who don't need the ego-reinforcement of more exotic or more established brands, or who merely want to improve their system while still living within their means, should also give this one serious attention. Listening in the dark, you may think you spent a year's salary. And if your life is populated with adorable rug rats you won't get upset if they plaster the cabinets with stickers of Spiderman or Hello Kitty. Eric Alexander is certainly one of the more passionate speaker designers in the industry, building for sound quality at very reasonable prices rather than
targeting exotic technology and style. For that, as well as the Lore Reference, in particular, he deserves his second Blue Note Award.” For the record I have no affiliation with Mr. Alexander, or his company; but I did stay at a Holiday Inn and own his speakers. As additional back- up, read the 6 moons Review of Coincident Dynamo amp paired with the Tekton Mini-Lore, both of which I own.

I agree Mapman. I found the OP's original post lacking in sufficient detail to draw any conclusions. QC is very important to a manufacturer, particularly when factoring in return costs for faulty items, advertising hype aside. The most important matter is followup to problems when they arise and I don't get ANY sense that Eric didn't try to make things right, maybe not to the degree the OP would like yet it seems he tried. I wouldn't think that an e-mail(s) is necessarily going to be the best way to get an immediate response and that it should be assumed the manufacturer is nonresponsive, very busy is more like it. If I didn't hear back within a day or two after an e-mail was ignored, a call would be in order.

Hopefully people keep open minds and do not jump to conclusions when reading threads like this that make a vendor look bad. IT really does not matter what people think, only what the buyer thinks. One case either way means nothing, regardless of the facts. If a recurring pattern pops up over time, then maybe. I understand the desire to vent publicly and ask for opinions, but none of that really matters. Only the facts matter and all of those are not likely to come out completely in a public forum like this. Chances are both sides could have done something better. So just live and learn.

I'll finally add my two cents since I have also been following this thread. I feel similar to Tls49. There is a lot of grey here. Eric did offer to exchange the speakers. The OP's reason for not doing so initially is a bit weird. The OP could have done as Tls49 suggested (get a call tag), and return the speakers. That was simply the right thing to do.

On the other hand Eric should be much, much, better with his customer service. Eric's speakers are real bargains and sound great; he is very innovative. I own several of his speakers, they all look great and play better. I have never had a problem with his service. Again, he offered to take the speakers back and to send you another pair. Why didn't you take him up on the offer?

I suspect we are not getting the complete story.

I've followed this thread from the start, and I have no doubt about the poor communication with the manufacturer as I have read this before, however a couple of things just don't make sense to me. In the original post, the following is stated,

I described the issue again and he offered to exchange the speakers.

Then later in a comment the OP states,

Ship back? The boxes ARE HUGE!!! And weigh almost 90 pounds each. Even if he were to offer to to that, the cost would be in the hundreds of dollars.

So, what is it? Did he offer to exchange or not? If he did, the only trouble would be boxing them to be shipped. You could have requested a call tag for them to be picked up, and the manufacturer would pay the shipping.

In the original post,

I really feel that grilles should be included in a $2,500 price tag however.

and then in a comment,

Grilles should absolutely be included for $2,500 as almost EVERY manufacturer includes a grill with their speakers.

and then this comment,

I really wanted to have grilles and I asked more than twice about the grilles with no answer.

Then why didn't you get the grills with the initial order, and they would be a $2500+ pair of speakers? Is there some buyer’s remorse about not getting grills on the initial order?

As far as the system picture, the top is much darker than the bottom. Even the black cabinet at the top looks faded gray at the bottom. Identical woofers would not even come close to looking the same in that picture. Makes me wonder if the lighting in the room is causing the bottom woofer in each cabinet to show this slight difference, or was the picture staged to look this way? I don't know, I'm not there. But how is this evidence that something is wrong?

I'm sorry, but all the above causes me to question the validity of the claim, and if I am wrong, again, I'm sorry. It's just my opinion, and I’m not trying to side with the manufacturer. I just like to see things black and white, and this one just seems to be all gray. I do hope you can end this soon, and get back to enjoying the music.

" And while sound is paramount it's a company's support that keeps me coming back. "

Customer support is the biggest differentiator between companies IMHO in that there are many that offer really good sound but not all offer equally effective customer support when needed. If it does not work as it should, that defeats the whole purpose. Things break, accidents happen. CS is paramount with most everything. High end audio is not so special or unique in that regard.

I work for doctors. there is no one pickier, more demanding , higher maintenance, and more abrasive than a doctor that believes they are not getting what he/she paid for. When I install an instrument that costs $30k or $40k they expect perfection, and that's what they get as my customer. I guess as an "audiophile" I expect the same when I drop 2 or 3 grand on a component.

Last year I bought a pair of Revel speakers, each of which had a tiny hole in the grills. Although the grills were backordered with no firm date Revel came up with a new pair and got them right out to me. I've had equally great support from c-j, Magnum Dynalab, and NAD recently. And while sound is paramount it's a company's support that keeps me coming back.

If you like the speakers I would get him to replace them with cabinets that are drilled for the grills he just sent you......If not return them and press PayPal for all of your money back.

After reading Tekton's "mission statement" I would say Erik is a real piece of work. Here's his take on his competition:

"Not built by girls in China…
5 years have transpired and things really haven’t changed much – originally posted on October 4th, 2009

TEKTON DESIGN: Not built by girls in China1 – WHY YOU SHOULD BUY FROM US

First: Tekton Design loudspeakers are not built by 18-year-old girls on assembly lines in China who have the very minimum skills to do a single menial task in the name of hi-fi.

Second: Our products are something we are proud of. We’re doing our very best to bring you precisely hand-crafted and perfectly executed systems, and we do this at a price point that we can proudly say fits within truly affordable hi-fi!

Third: We’re truly setting ourselves apart. In the under $1k price range for speaker systems, we’re offering products that compete in a market in which 90% of our completion literally has no bona fide or legitimate argument/explanation for its presence as one of our competitors. One of my closest friends stated it perfectly: “The greatest thing about speaker building is that anyone can do it and be successful, but the worst thing about speaker building is that anyone can do it and be successful!” This paradox is real. Think about it… Asian manufacturing coupled with big marketing is king. Their stuff is produced in the tens of thousands and is offered to the masses. Where are their personal skills and talents? Nearly all of my competitors have no real background in loudspeaker design and innovation… they aren’t acoustical brainiacs, nor are they craftsmen. They lack the intellectual property and patents. They’re simply entrepreneurs that specialize in what lawyers and insurance companies have coined best: “One call… That’s all!” That is, the “entrepreneur” calls an international vendor, places an order for the “best sounding” and “lowest possible priced” speaker systems that the vendor can produce. Quality sacrificed.

Please spread the word about Tekton Design…

Best regards,

Eric Alexander
CEO & President, Tekton Design, llc

Footnotes

I’ve worked in China. The top 10 consumer brands are built on assembly lines made up of girls in China. I’ve watched their stuff come off the assembly line and be stuffed into boxes bearing the labels of the brand logos you know."

I would bet anything that his drive units are not made in USA.

I'm all for buying made in USA and try to whenever I can, and you can bet I was pretty surprised when I discovered my Revel speakers were built in Indonesia. Regardless of where they were built the fit and finish is incredible. It only makes sense for Harmon to make them there, SB Acoustics is the OEM for theirs and many other companies drivers.

I would love to see the Build Of Materials for their products, I'm sure everything but the cabinets are sourced overseas.....

Maybe Erik should focus on delivering quality products and customer service instead of ripping on his competition......not to mention the huge set of balls he has implying he has no competition in the already overcrowded $1000 range.....my only concern would be if they are going to be around to honor their 5 year warranty.....

I realize that this has all gone on for too long, and there are good points on both sides, but one question that Audiofreak never answered as far as I can remember was what amount of "partial refund" he requested from Paypal. It seems to me that if he is not satisfied with the appearance of the speakers, a partial refund would not be a remedy, so why ask for it?

I just saw the photo you posted. Absolutely unacceptable to let that pair of speakers leave the factory. I'm a Tekton speaker owner btw, Initially, the OP should have been offered free shipping back to Tekton and he should have been offered a courtesy fee of let's say $100 to have the OP spend his time packing up the speakers and arranging the return. I imagine Eric's profit margin is quite small so that there is little financial margin for error when incidents like this happen. Business is not for sissy's, man up or get out. Do the right thing the first time. If the manufacturer, Tekton, doesn't take responsibility and offer a great return option then the consumer should negotiate a reasonable return arrangement.

Audiofreak32

I agree with you 100%. The best solution would be to return the speakers and have the Seller provide a full refund including return shipping. Then move on to a manufacturer that can provide you with the product and service you want.

Previously I have dealt with a small manufacturer and sometimes they just don't get it in terms of customer service and quality control.

Others may have had a good experience with Tekton, but their experience is not relevant to your experience, and does not make your experience any better.

I hope this gets worked out to your complete satisfaction.

After seeing the pictures I agree that I wouldn't be happy from a cosmetic standpoint. And grilles are never an option for me, I would never use them.

So I would call Eric and ask him to ship me matching drivers. Then I would swap them out, and send him the extra pair (at his expense). Problem solved. But trying to retrofit grilles to speakers not designed to use them is silly. There are other options.

If I were Eric, I would offer this solution at no charge. And if you insisted on speakers with grilles after ordering the opposite, I would swap them out at YOUR cost.

This really doesn't have to be so difficult.

Shakey

I had a simular issue with the UPGRADE COMPANY. .. and to this day will never have anything good to say about them......
You paid for a perfect product and did not receive it but now I believe your relationship with them is over....sucks but your letting people know that a couple hundred dollars isnt the point and I agree...
Dont let some of these seasoned veterans get you ruffled as some of us take them with a grain of salt. ...no offense boys!!!
Hope you get satisfied

Why should he have to pick up where tekton left off? The fact that the woofers came mismatched is bush league at best. I think many on here are quick to point out that he got good sound for the money and the cosmetic issue is a minor oversight by the manufacterer. What a load of shite. Who would put up with the this from Wilson or magico? There is an obvious problem with QC and it needs to be pointed out. Christ two out of two posters who have said they own or have owned tekton speakers have had problems with the cosmetics of these speakers. If tekton cannot deliver what is promised then they will fall to the wayside as they should. Nuff said. This is not a gray issue where words like cooperative and flexible apply. Its black and white right or wrong. Anyone who sides with the manugacturer on this is dillusional.

Sebrof, so easy to say when it's not your money or speakers. If an ID brand wants to believe they can hang with the big boys then they need to pay attention so they don't get slapped around on public forums.

Maybe Glen Beck got the matched pair.(free}

Only in group settings. We used to call it a circle jerk, but in the era of social media, it's more commonly called a Groupon.

Lindisfarne. Is this a common practice before you listen to your system?

Let's all pull our pants down and jack-off. We'll all feel much better.

Roxy, that's exactly what I meant. Selling products to people with obsessive compulsive personality disorder (pretty much all of us here) must be a total nightmare. I remember getting some tubes that I thought (incorrectly) were microphonic and gave the guy an absolute serving via email. He was like, "Jesus dude, relax, I'll send you some new ones."

Protip: with Eric, best to pick up a phone and call the guy. Do folks still do that? emails are iffy.

Now that I see your pictures, agree with you, the speakers are two completely diffent colors. The speakers were sold to be used with no grills, how they could have been shipped like this can only be explained with the WTF excuse someone mentioned above.

Someone purchasing speakers that will be used and enjoyed for many years does not deserve this BS.

and Tekton also knew that the speakers didn't have holes but sent the grilles anyways. WOW! Another slap in the face....

I'm pretty sure that if I had this problem and he sent me grills with posts, a quick trip to Home Depot and I'd figure out a way to make it look like the grills came with the speakers. Just sayin'

This problem is exactly as big as you want it to be

Audiofreak,
I think he probably meant that people who are not audiophiles think that we are too picky.

"I should be hated for wanting a decent product for my $2,500 ???"

So now you didn't get a decent product for your money?

This gets better all the time.

Shakey

Uberdine...

I should be hated for wanting a decent product for my $2,500 ???

Audiofreak, I had a similar situation with another ID brand and feel for you. Bad quality, lack of communication, delays in delivery, and overall just bad customer service. Speakers showed up with defects and separate stands were broken after waiting 7 months for the speakers to arrive.

Tekton knew the color was different and sent them to you anyways which is poor quality control even in the ID world. There are good ones and bad ones so choose carefully.

Some of you aren't reading about the communication problem here and Tekton also knew that the speakers didn't have holes but sent the grilles anyways. WOW! Another slap in the face....

Send new drivers. The drivers look like the old JBL drivers and should have slip on connections. Very dynamic drivers if I remember right.

Re-sell would be a little harder with the drivers not matching so I would want this corrected.