Hopefully some of the vendors that fall into the “improvement needed” category will read this thread and learn something. But on the other hand why would they, it’s easier just to trudge along in their set ways and continue to complain about it.
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?
Showing 8 responses by marco1
@ghdprentice Aurender is definitely one of the good guys. I've contacted them a couple of times and had quick responses and even an unsolicited follow up from them to be sure everything was ok. The non-responsive vendors of whom I speak are high end (with expensive products that I purchased new) and one of the reasons, at least in my opinion, a timely response should be expected. |
Funny thing here is I’m not contacting these people regarding problems or needing repairs, warranty or otherwise. In one case I needed recommendations whether to use the tape out or pre out of my preamplifier. I’ve since tried it both ways to find out for my self. It’s just that I prefer asking the manufacturer first so there’s no mishaps.. In this case neither manufacturer of the involved equipment cared to answer. The other was asking advise regarding why the sound volume varied between channels and whether it might be time for new tubes. Again, not a peep. |
You know in general I’ve always received pretty good service from both my dealers and the manufacturers I’ve chosen to use. That’s what’s a little disconcerting this time because both of these guys and their dealers are reputable. Maybe it’s a sign of the times (I hope not) or maybe I’m just too impatient and blowing off steam. Tomorrow will be 5 business days though, which I for one think is too long to wait to receive answers for a couple of rather simple questions. You can tell me what you think. I’m a big boy, I can take criticism. It’s always interesting to see what others think. In reality I could wing it, which is what I’ve already done in one case. Like I said before though, I like to get advise from the professionals before I do something. If you’ve ever had anything start smoking as a result of being stupid impatient you know where I’m coming from. Plus what I’m interested in learning is the preferred way, according to the manufacturer. Well keep the faith and thanks everyone for your interest and input. |
@gramophone_canada exactly and what was done in both cases. @zappas @blackbag20 there you go. Exactly what I’m talking about, @ronboco there you go too. Simple service after the sale would have ensured a return visit. Now you’ll probably take your business elsewhere. @chocaholic always great service from Denafrips. And yes it’s obvious that they know what’s required to be and remain successful. More US firms should take note. I am currently communicating with Alvin about an issue for someone else as a courtesy. Details are unimportant other than I’ve sent Alvin 4 emails and in each case had a response waiting for me the next morning when I woke up. That’s what I consider customer service. And as I mentioned in my OP, I know where my future purchases will be directed. |
@vthokie83 pretty amazing isn’t it. You have to wonder how some of these guys stay in business. Then again many do not. But then again you have to wonder why many of these same dealers piss and moan about how the online dealers are taking their business away. Duh, wake up and smell the roses. It’s called customer service. |
A phone call is always in order. Same problem at least for me. Got the recording in one case and the receptionist/operator in another which then went to voice mail of tech support. No call back in either case. The good news, after my continuous emails and calls I finally was able to talk to someone today. So one down and one to go😵💫. What I hadn’t mentioned before, in attempting to solve still another similar type problem with another of my amps, I picked up the phone this morning and immediately talked directly to the horses mouth, which happens to be Ralph @ Atma-Sphere in this case. Another good guy who is always eager to help. After a couple of back and forth phone calls problem solved. Next email is to Ralph to let him know his second idea worked. I guess in an ideal world this is how it should work. If we only lived in an ideal word. But now I’m starting to preach. |