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Thiel Customer Service - New ownership is terrible!!! - WHAT HAPPENED TO THIS COMPANY ?

  For the past month I've been trying to contact Thiel to get an R.A. for my tweeter that needs to be rebuilt for my 7.2. THERE IS NOW NO PHONE NUMBER FOR CUSTOMER SERVICE AS THERE USE TO BE as recently as last year and the support email address states " we'll reply within 48 hours " is a lie! I've contacted them three times without a single reply. Any ideas or suggestions? Anyone reading this might want to think twice if buying any Thiel used or new products now a days. What a shame.....
aolchris

Showing 3 responses by shadorne

shadorne's avatar
shadorne
7,491 posts
 
Here is the story from someone who should know

https://www.strata-gee.com/kathy-gornik-why-i-sold-thiel/

Reading between the lines it seems to match what I see happening countless times. Hopefully I am wrong. But usually they get rid of all the key people who have a passion for their customers and what they do and then simply milk the kudos of the brand name with radical low cost outsourced manufacturing - all the while keeping shiny even more expensive logo plates highly visible with sales linked to the company legacy.
shadorne's avatar
shadorne
7,491 posts
 
Dave,

LOL. I can sure understand how a speaker mighr be like a loved one to some folks.

I am just pointing out that our expectations need to adjust to the new reality of poor customer service being the norm these days and therefire give Thiel time to respond...no phone number for customer service is no longer unusual these days.


shadorne's avatar
shadorne
7,491 posts
 
LOL. This is normal. I can’t remember the last time I made a phone call and someone answered the phone at any corporation. Usually they are so busy and experiencing an unusually high number of calls....

Sorry but this has become NORMAL.

American MBA programs have taught leadership that the best way to make money is to cut cost, get rid of workers and "mine customer database" for higher profit. Existing customer are sheared and fleeced like Sheep with high prices and sell up tactics of Revision 1, 2, 3 Mark 4, 6, 7 etc. New customers are the only things that MBA programs recognize as worth respecting - call and ask to buy a top of the line model and you will get a phone call back within minutes...new customers can get discounts often much more than long term loyal customers!

Anyway, never had a problem with ATC but they are old school and privately owned. I suspect You just found out what happens when private equity takes over a family business and they "milk all the customer base for all it is worth". I hope ATC and Benchmark never sell out to Samsung or private equity and stay private but there is always a risk! Many great companies are gone...

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