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Manufacturers

I find it interesting that some manufacturers and retailers in the audio industry consistently make themselves available to their customers while others completely ignore them. I scratch my head after going to a small volume speaker manufacturer's web site (Brooklyn NY based), send a note through the email provided on the site and ask "I'm interested in a pair of your xxx speakers (retail is $9k) and have a few questions about them, my room and electronics. Can you let me know when we might get on a call pls? "

And get no response - so far for three days. 

I call the number- leave a message. 

No call back so far.

I see the owner posting on Facebook regularly and a year ago I'd sent him a similar note, trying to get on a call with him.

No response. Then I posted in the comments area on his posts- Hi XXX, pls check your messages here, I'm trying to get in touch to ask a few questions about a pair of your speakers. A week later I get a "sorry, I don't check messages much here" response. Not a "Hey, sorry I missed this, pls call me to discuss and happy to help"- just a note that offers no interest.

In the year that I've tried to reach him I've bought Harbeth 30.2's, a pair of Proac, an Odyssey amp, a JL audio e110, a pair of SVS subs, a Denon HT amp and more (different systems around the house). I'm actively growing my systems.

Is his boutique business really that good that he can't be bothered to respond to a potential customer?

Meanwhile, the founder of a much larger Colorado based electronics company posts daily, has blogs, videos and much more always responds to a comment or question on a product - his or something else- without fail and is engaged and interested. 








128x128cowan217
mitch2
3,978 posts
 
+1 @firstonetallguy 
Every action has a consequence, some are good and some are bad.
The consequence of you "getting it" wrt creating a culture of customer service was the difference between your company being the "oldest establishment of this kind in the state" while " selling our product at a higher cost than most of our competitors " and the 10-20 of your competitors that dropped off the map every year.  Well done! 
kenjay35
9 posts
 
Hi Everyone, Original post was not in reference to Bache Speakers but thought to share my experience.
Greg owner of Bache is a speaker genius. I have owned dozens of speakers from 100 to 25k. I currently own his Tribeca and it is better than anything I've had in my challenging listening space. 
More importantly customer service is BEST I've ever had (although Greg is from Russia and English is a second or third language). Only customer service equal to Bach (IMHO) is Wolf Audio systems. owner, Joe Parvey.
These 2 companies is what makes this hobby so special. Their passion and care is simply unparalleled in any industry.
Greg is s speaker expert, crossovers, design. and he answers all inquires immediately, even volunteers inexpensive upgrades.
I am a proud own of the Tribeca for 3 years now and never see myself selling these amazing speakers that match well w/ any amplification (SS or tube).
Anyone reading this in the NY/NJ area owes it to themselves to demo a pair.
 BTW I have no affiliation w/ Bache or Wolf just sharing my stellar experience w/ both companies.
Wish all much peace & happy listening
bjesien
1,299 posts
 
Was the owner selling them out of a white windowless van in parking lots?
bache's avatar
bache
521 posts
 
@bjesien 
is not, you know is very hard to keep audio store or show room and pay rent . we have  a lot audio dealers in NYC and NJ  which  made show room in  private house . 
I have  storefront   business  in Brooklyn to selling plumbing supply and made good show audio room inside,  Good location 5min from BQU, 6 days in week, no appointment required  
Ag insider logo xs@2x
lonemountain
451 posts
 
I've worked for a lot of different manufacturers in hi fi and pro, large and small.  Some of this "ignoring" thing or not answering thing is not intentional.  One could look from afar and say "they should do this or do that", but my experience is that manufacturing is a never ending shit show of problems no matter whom you are.  Its incredibly difficult to build things and manage all the parts purchasing and subcontracting you must do, chase down the errors that occur, plus also do sales, marketing, shipping, exporting, packaging, plus everything else.  Aye yi!  Some pick and choose what they can accomplish because they honestly cannot accomplish it all. 

So my advice is, if you cannot get an answer from email,  call them.  For some of the boomers, email can be a very tedious process.  Get them on the phone and they respond immediately.
Brad  
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