Magnepan Service HORRIBLE???


I am now into my 5th week waiting for Magnepan to evaluate shipping damage to a pair of MG 3.7's. My wife and I paid Craters and Freighters to build a custom wood crate for them so they would not be damaged further by the trip from Richmond to Minnesota.

I know everyone will say they are a small company and I need to be patient but this is ridiculous to my mind. I have called 5-6 times and the seller has also called. The last time I called Shelia acted like she had never spoken to me before despite the previous phone conversations.

I know the MG 3.7's are supposed to be sensational speakers and I bought my first pair of Magnepans in 1975 but I am seriously considering flipping these if Magnepan ever inspects and repairs them. The aggravation simply is not worth it to me.

A month and I can not even get anyone at Magnepan to open the crate, inspect them, and give me a damage estimate to provide to FedEx who is ready to pay the claim. Unfortunately, they can't pay until Magnepan provides an estimate of the damage and then I have to wait for the actual repair.

I never thought I would feel this way about Magnepan but this current situation has changed my mind to a huge extent. This is just ridiculous the way I see it and I can see no good excuse for it.
etmerritt33
I don't think Magnepan is too concerned. In our current economic situation and in a business that has been on a downturn for quite awhile, this company writes on their website that their doing just fine and really don't need anyone to hurry to give them continued support. WTF? That kinda tells me that these people have made their money and this really isn't a business, it's a hobby. They do this just to keep busy. If it ever goes south, no biggie. They are backed up with work and they have no intention of changing the way they do things there. I recently traded my 3.6's for 3.7's. It was Sept 6th of last year. The 3.7's were delivered on Dec, 23rd. Merry Xmas. If I called to make a stink about it what would've happened? My local dealer has four stores. They had one set of 3.7 demos that they rotated. To this day they still don't have a 20.7 demo. So now I'm following the instructions on their website and travelling to the factory. They tell you to come there and they will arrange for you to hear the speakers in their lab. So I talked to Wendell and he tells me first that I'm supposed to make arrangements thru my local dealer and 2nd he can't gurrantee that the 20.7's will be available for demo. Really? I'm travelling there, with two weeks notice, to possibly spend $14000 and he can't gurrantee that they'll be available. What does it take for the place that makes them to plug them in? If I was smart I'd just keep the 3.7's and forget about it but I'm not smart. All indications are that the 20.7's are just short of heaven and if you want them you just gotta go with the flow. I still want to see the factory and I promised my wife a stop at the Mall Of America. If the 20.7's are NOT available I'm gonna tell'm just what I think about it and they'll just say sorry, next.
>>I know it would be crazy to do but I am seriously considering flipping these when they do get back and not dealing with Magnepan again despite all the other positives they bring to the table. This is ridiculous from my perspective as a customer. At this point in my life I just don't have the patience for it. <<

YEA, that'll show 'em who's boss!
Not every company has a customer first model...some value employees, stockholders, etc more...and whether one likes it or not...Magnepan has a right to conduct their company as they see fit...they have a loyal following and have been in business since the 70s...so they are doing something right...
Mrschret, I'm pretty certain you are on target. This is really a very weird situation because I've been a Magnepan fan since 1975 but this is the first time I have ever needed anything from Magnepan relative to service.

I care not what the product or service is if I really get a strong sense of no reasonable consideration for the customer I'm gone. And Rayooo, yes, I'm nuts and a hot head at times but 5 weeks and no damage estimate just doesn't work for me.
Mrschret, it's clear neither they nor the dealer care enough about you to make sure that it happens. That ought to be enough to know it's time to move on.