SimAudio Moon - Impossible to get a hold of for support?

Do have have questions that your dealer can't answer?

I think they see the incoming number and ignore you, We are no longer on friendly terms

I call BS!
I've sent several emails to them after I bought a 240i & always received a timely reply..Also called them about 2 weeks ago & got right through to tech support..There is something more to your assertions..

@freediver you call BS on someone's experience? Bruh...

@freediver 450 449-2212 is the number I called.  It said in English press 9 for English and I did but I still got French after. Why would I bs? I’m going to spend $20,000 on a amp and you think I got nothing else to f****** do? 

Yeah, and I did send an email and I didn’t get a reply other than the automated reply that I’d get an email in 2 business days

I always found them easy to get hold of and work with, but their gear needed too much service for me...

@freediver -- Not cool man

Canada and the US are no longer allies. 

I was able to leave a message with Todd about a member on audiogon not being able to get a hold of them. They seem to be closed which is obvious at this time of the day but was a normal sounding phone tree experience for me.

@gkelly Thank you, I appreciate it. Here is the last email I got from them:

 

Hi -------,

We have received your request and will get back to you as soon as possible.

The MOON team.

------------------------------------------------------------------------------

And the phone number, when I call it from the website on my cellphone, shows the location as Boucherville, QC

 

SimAudio used to also have a USA repair site I believe

@dman777 I have received pretty good support from Simaudio. Did you use the form on their website to submit your request? BTW the 861 looks impressive! 

Yes, I used the website form 

I have generally found them responsive and helpful. There are some times when they were less promptt than others, but it almost seems correlated to the urgency of the matter, which I appreciate in some respects. That all being said, I love my Moon gear. It is awesome. 

Is learning to speak French an option?

I looked at our info@ and sales@ email inboxes and there is no unanswered message.

Perhaps your message got caught and filtered out by a spam filter somewhere along the way.  Sorry about that - this may have occurred within our servers, or maybe outside.  It rarely happens, but it does.

Given the nature of your inquiry and the fact you don’t yet own an 861, please send your question to sales@simaudio.com.  You will receive a reply promptly.

Sincerely,

Costa Koulisakis

Simaudio Ltd.

I was surprised by your experience and then noticed Costa responded. 
 

I have received strong support over the years. And have only had questions regarding setup of MiND2. Never an issue with hardware 

I’ve had very good communication with Moon. They knew I bought used so no direct financial benefit to them but spent lots of time with me. Especially Eric Adler I think us his name. Very prompt and extended complete explanations. 

@dman777 

As a Simaudio Moon owner I have had nothing but positive experiences and interactions with Simaudio, the company ( gear also!). Very responsive. Consider adding the Simaudio Owners Group on Facebook. Strong representation from Sim and will, in basically real time answer tech questions. The user community is very strong and helpful as well and will give you solid opinions on any Sim gear. 

 I only dealt with them once, some years back , but they were excellent.

I never ever had any issues with moon, you may need to wait 1-2 days type of thing for help though. Eric will get to you for sure. I have 3 of their products and have contacted them a few times with questions about them.

Also, as someone else stated, join the Moon Facebook group, there is plenty of help there and Eric is on there too and chimes in. You have nothing to worry about in terms of no response or help, they will help its for sure. 

Yes I was turned off by bad service reviews from another very expensive famous brand. The guy was without his $6K  month old new preamp for seven months as it bounced from one service shop to another. The sales volume is so low on high end gear the pressure to cut corners is immense. Throw in the tariffs and finding parts is another major impediment. 

My gear is pretty much all affordable so I won't lose any sleep if it breaks. No exotic innards to slow down a repair. Learned my lesson driving a weird car years ago. 

@costa94109 Thank you for the response. I think it got through to your servers ok because I got the automated reply right after I sent it from the Moon team (please see above post). 

Also, can you please explain about the phone line? In case I ever have to call. I called directly off of your website. The automated system said hit #9 for English but I got French after hitting 9. Nothing against French language, I think it sounds cool! I just can not understand it and I will be in trouble if I need to speak to someone there. 

I had to send a CD player to them, kind of pain in rear.  They did respond, albeit slowly and I sent and they repaired it. Second time, by the way.  When it was under warranty my dealer sent it and was smoother. My local repair guy could not get the basic part needed.  Thats BS!

Sending to Canada with customers also not ideal. 

I would not buy from them.  Good gear, but repair issues and very costly to repair.  

I am still not able to call them and get a English prompt after hitting number 9. This is so frustrating especially after the rep was notified.

Can someone else please call also and confirm they are having this issue on here?  +14504492212

I never had an issue with Moon responding to e-mails. They may be at the Munich audio show. Still think they are a great company!!

I called the afternoon and #9 was English.

DeKay