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Service After the Sale

Does service after the sale mean anything to you?  It certainly does to me and has a tremendous impact on my future purchases. This week I sent three emails to three different vendors regarding their equipment that I had purchased or intend to purchase.  Yesterday (Wednesday) morning I emailed Alvin at Vinshine Audio regarding a question about a Denafrips DAC.  I had an answer early this morning (Thursday) when I woke up.  This by the way has been typical for me when corresponding with Vinshine. I've never waited more than a day for a reply.

On Monday I emailed two other vendors regarding their products.  Today (Thursday) I have not received replies from either one.  Isn't three (3) days long enough to allow for a reply.  These are not small vendors and interestingly are vendors who i've seen favorable reviews about.  That's why I choose to deal with them. I won't mention names, at least not yet.  That's not the intention of this post. I will email both again. I know that small, one or two person operations sometimes may not reply as quickly as you may like.  And then of course there are the people who never reply.

I know there have been several other posts like this on A'gon.  But I think Alvin and Vinshine deserve another shout out. I also know where my future purchases will be directed.  Do you?  

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Showing 3 responses by ghdprentice

ghdprentice
6,446 posts
 

What about switching from email to telephone after a day. 

ghdprentice
6,446 posts
 

Service is very important to me. While I never expect to use it.

 

This is one of the reasons I buy all high end equipment through a dealer. I bought a new amp, and while it sounded exceptional, one of the meters wasn’t quite right. So my dealer came over, attempted to adjust it. It did not work, and he asked me if I would like a new one or him to fix the one I had. I asked him which he thought I should choose. He said, “Let’s get you a new one.” A couple weeks later he came over with the new one and swapped it out.

‘But with high end equipment seldom is there a need for service. Although streamers are a bit more complicated. So I have had technical questions on my two Aurrender streamers. They have fantastic service. Inside the Conductor app you can send emails for help. I have gotten responses on weekends within a few hours. They can actually log on to your streamer and reconfigure it. Fantastic service.

I am sure there are lots of lower end companies with terrible service. I bought a  couple Schiit components and was ignored for a couple weeks, some folks have had good luck with responses from them.

ghdprentice
6,446 posts
 

OP,

If it is a high end product, then typically they will rely on dealers to provide the first line of service. They vet potential retailers, train them, and support them… and get rid of them if they do not provide exceptional service. Every company determines their go to market strategy (and should) police it to make sure customers are seamlessly supported. 

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