What's up with TMR Audio?

I sent TMR a question on 12-20 via email about an item they listed. My question was answered to my satisfaction the same day by Lauren via email. Patience grasshopper. 

Unlike Amazon, TMR needs to sleep.  

I'm not a big fan of TMR but they probably took the week off. It is the holidays, after all. Try to relax, I don't think they went out of business.

Hopefully the OP will come back and update us on the conclusion to this saga.

I’m not an expert with credit cards dealing as a merchant, but I think if it is a disputed charge there are negative repercussions to the merchant. I think there is a fee they’ll have to pay, and their "reputation" will be hurt with the credit card company.

So I think the advice by georgehifi to immediately dispute the charge because "it doesn’t hurt anyone" is incorrect. georgehifi’s further basing on the technical " Saying bluntly "were [sic] closed" with no merry xmas/happy new year is a bit disconcerting" is in my opinion disconcerting. So now we not only need the information that they’re closed, during a time of year where it is very common for businesses to be closed, if they don’t say "merry xmas/happy new year" we’re going to be upset?

The Fair Credit Billing Act of 1974 gives people 60 days to dispute charges, so I don’t know why after two or three or even five days somebody would be in a panic, and posting on the Audiogon forum.

Love the handle there.
A Trekkie indeed!

Bought a HoloAudio Kitsune DAC on Monday.  Received it PP 3-day priority shipping on Friday (Dec. 13th) in Puerto Rico.  No fuss, no muss!  Excellent communications.  This was the second time buying from TMR and there was excellent communications both times.

The Fair Credit Billing Act of 1974 gives people 60 days

In Australia purchasers have 3 working days to cancel/stop/reverse a credit card purchase from the date of purchase, 60 days seems like a totally different set of laws for the US.

Cheers George

chill dude. they are an upstanding business. i bought $42k worth of PS Audio from them.
i never "spoke" to them once! all communication by email. 
ive also done a few transactions previously. ALL thru email. low overhead(people) is one of the ways they keep prices low. with this being the CHRISTmas season, i bet they are doing a lot of business & are shorthanded to boot.
relax.

Maybe their message "we're closed" was intending to be humorous.

Everyone knows the time of year. Everyone knows why they'd be closed.
Everyone says that family is important.

Patience this time of year.

ALL thru email. low overhead(people) is one of the ways they keep prices low.

I seem to be the only one who felt that they were making a very low offer on an item I was considering selling.

First world problems: store was closed and not communicating with me on Christmas Eve. Think about the big picture and relax! TMR is comprised of fellow humans that are not perfect in pleasing every little thing. Give them a break over the holidays.

I figured it out!  Marijuana is legal in CO and sold at shops. Probably the TMR staff has been taking advantage of that fortunate situation and are stoned for the holiday season. Seriously, TMR is a reputable company and probably experiencing growing pains like any place run by hobbyists.         

George
If true ( and I do not doubt it as you our resident Aussie) then that goes some way to explaining your anxiety over this situation.
That was part of what I was not understanding on your side.
We have plenty of time for charge back here in the USA.

Cheers!

To add to what has been said about the Fair Credit Billing Act, the 60 day period is measured from the date of the billing statement issued by the credit card company on which the disputed charge first appears.  So in many cases that period may extend closer to 90 days from the date of the transaction than to 60 days.

The Act is intended to address billing errors and various other issues in addition to non-delivery of goods.

Regards,
-- Al
 

Will someone please alert Josh, aka @tmraudio, that there's a second thread blowing up.

Per their site...

Where is my item? Has it shipped yet?

Most orders are shipped within one day of purchase. An automated email with tracking information is sent at that time to the email address associated with your payment (usually your PayPal email).

If you did not receive this email notification, please check your junk folders. If you still need assistance tracking your package, please send a note to our friendly shipping department, and they will gladly assist you. Contact Shipping

Sigh... I have communicated with Mr. Bell and we shipped his order yesterday. He entered his email address incorrectly when he placed the order on our site. Thus, all emails were being sent to an invalid address. And yes, we closed operations and gave our employees both 12/24 and 12/25 off to be with friends and family. Our email auto-responders and voicemail message reflected this. I think next time, we will are a banner on our website as well. We’re still short-staffed with many traveling for the holidays, but it’s business as usual otherwise. We have hired 5 new full-time employees over the past few weeks in anticipation of another busy year. We will continue to improve our service and fulfillment times across the board. It’s a little disappointing to see folks jump straight to the forums when there’s a hiccup, but this is the skeptical world we operate in on a daily basis, and we are proud of the trust that we’ve built in this community over the past 9 years in business. Thanks again to everyone who has supported us and Happy Holidays. 
Josh (owner)

Thanks TMR.  Agree,  the OP should have never posted on this.  

Never doubted it for one second.
Good to hear it is working out as should be.
Be interested to see if the op returns to apologize for this as it appears was their fault for providing an incorrect email address.
And jumping the gun without due consideration for the holidays.

No Apologies necessary. It's nice to be talked about :)

For what it's worth, we have a lot of opportunities in front of us to improve communication with our customers, and that is something we're working on in the coming year. We are always happy to hear customer feedback, and we'll continue to make adjustments where we can. Our phone message could have been clearer, and our fulfillment times are much slower than I would like right now. All good feedback and all things that we'll work on going forward. Thanks again, and as always feel free to reach out directly via email or phone - info@tmraudio.com or 720-336-8742. We are closed on weekends and major holidays and that will continue for the for-seeable future.

josh

It appears Mr. Bell wasn't clear as a bell in his communications.  

A year or so ago I purchased a Monitor Audio plc350 from TMR. I had a problem with the jumper cables and they replaced them with expensive Nordost jumper cables at no additional cost. Story after story, including my own illustrates how committed they are to customer service. That doesn't mean they're perfect. I think the OP owes TMR an apology. 

Josh, just change your company voicemail to reflect holiday closures, and put a notice on the front page of the website.  Both very easy to do, and will go a long way towards keeping your customers informed.  You're not in the business of selling audio gear - you're in the business of winning and keeping customers after all.

It comes down to being patient, patience will have its rewards. However we can all identify with you wanting an item asap but being the holiday season you can't expect a lot.

@mrbell:  Hmmmm, no apology for wrong email address?  or is it hard to see your keyboard for all the egg?  

or is it hard to see your keyboard for all the egg?  

Very funny!
Lol

But seriously it is great it ended well but a crying shame it made it to this forum!

Exactly !

I wonder what mrsbell would say ....

Hmm--with that level of whineiness, there may not be one !  If there is, God bless her...

mrbell has a total of three posts to his name.  He probably started this thread because he is a newbie and was unaware of TMR's long term standing in the audio community.  Why not cut him a break and maybe come down a couple of branches from your higher perch.

mrbell has been a member here for over 3 years and if you look at his feedback, he has done business with TMR in the past.

Josh-- you need to work Nick more!!! LOL   Tell him WHO DAT from me-=- Happy New Year!!!!!

Seems like the OP is unaware of quite a few things, jetter. Like the fact that some businesses would take a couple of days off for the Christmas holiday. Or that it's unreasonable to assume that just because Amazon has Two Day Shipping, everyone should, too. Or that three business days isn't the time period in which you need to freak out over a credit card purchase. On a brighter note, he did manage to dispel that time-honored axiom that "the customer is always right". He owes TMR an apology, in my opinion.

Even as a good reputable business(meaning-one that is ethical and I like to do business with) it is good for them not to do business with some people. Some people think if a business doesn't bend to every little whim it is a negative. But there are good reasons and times to not do business with a person. 

From Mrbell 
" Last Saturday I purchased several Naim components from TMR Audio.  My credit card was charged and since then there has been no follow up email or shipping info"

Seems OP provided incorrect email is the claim from a 'dark' and 'clueless about customer service and fantastic feedback' company.  Can OP confirm this?

OP has also not been posting for 2 days here in this thread. I am afraid if OP is alive or has not been able to access since thread since he may have typed incorrect http address? God bless OP and his triggerhappy idiocy- hope he can learn from this.

I am just paying it back to OP and give a taste of his own medicine by jumping to possible but 'cray' assumptions. It is all about giving :-)

Perhaps they posted a "closed for the Holidays" notice on their website or facebook site, and forgot the phone message.  Not good, necessarily, but perhaps understandable in the holiday rush.

Seems OP provided incorrect email is the claim from a 'dark' and 'clueless about customer service and fantastic feedback' company. Can OP confirm this?

@mrbell  ??????????

Cheers George

I wonder if it has arrived...

Im thinking that Mr Bell is a little embarrassed by all of this right now...….

I have a feeling we won't be hearing from Mr. Bell until he screws up another purchase and tries to blame someone else again.

I would like to hear if he received his stuff.I have messed up plenty of emails myself so I can see how it happens.He probably should just post here again.Hopefully he will  fess up , face the music and move forward.

You know, it boils down to taking responsibility. no one wants to do that anymore. All mrbell has to do is mention that yep, he went back and checked and sure enough he messed up his email address. We're all human and prone to mistakes. Admitting you made one is to be.....human! no big deal. I would like to see more people take responsibility for their actions.

I can see the spelling error on an email when buying NAIM gear.....

More importanly, what Naim equipment did you get and are you loving it by now?