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Cary Audio

Over the weekend my Cary Amp (V12) died, so I thought. Only do these things happen during a weekend when there is no one to call for support, manufacture or dealer. As the weekend progresses I only get more depressed. Long story short, Sunday night I Emailed Dennis Had (owner of Cary Audio) and told him of my problem, hoping that he would forward it on to the person that would, hopefully, take care of my problem and give me an RAN (Return Authorization number). Monday morning comes I call Cary and ask for there customer service, I was informed that they take calls on Mondays after 1:00. I hang the phone up and it immediataley rings, Dennis Had on the line. He asks me a few questions suggests we try a few things, and guess what it is now playing music as beautifuly as it ever has. Without going into the reasons why it wasn't working all I will say it was something I had done.

My point with all this rambling is that Cary Audio as well as many of the other high end audio manufactures should be applauded for the customer service that they render. There are a few manufactures that I have also dealt with that just don't seem to care when I have called with a problem or just a question, these manufactures should take a closer look at the Cary's of this world. This was not the first time I had dealings with Mr. Had or some of his people, all I can say is that I applaud you and your company for your custome support. I should also mention Mr. Kevin Deal of Upscale Audio who also called Monday morning with concerns of my problem. Again to both Mr. Had and Mr. Deal, thanks for taking care of just one customer......Bob
bmotorcycle
drguayo
30 posts
 
Great to hear stories like this. Kudos to Ty at Tyler Acoustics..I called and he answered. I email in the evening and get replies within an hour...I guess it's true about running your own business - 24/day job.
stokjoc
43 posts
 
I have two problems with Cary. One is that the do not allow warrantees to be transferred to second owners. In my opinion this reduces resale value considering potential repair costs. The other thing is that I think their products are a bit pricey. In spite of that, I have owned two Cary amps and liked them both. Build quality seems to be excellent and yes you can talk to a real person about any problems. I now own an ARC and have had no desire to reshuffle.
artmaltman
769 posts
 
I've had fantastic experiences with high end manufacturers and most distributors but find most dealers (not all) to be very moody. This is the opposite of what I would have expected. Shouldn't a dealer be customer-oriented so as to justify the markup and further their reputation? Go figure.
bmotorcycle OP
68 posts
 
Stokjoc, you might want to check Audio Research's warrenty policy, they to only warrant to the original purchaser. I am not trying to convert you to a Cary amp or any of their products, the sole purpose of this thread was to applaud manufactures/dealers that will spend some time to render help when needed. The sale has already been realized both by the manufacture and the dealer, nothing at this point is to be gained by them except goodwill. If you have recieved the same type of support and service by Audio Research, then they to should be applauded. Good listening......Bob
stokjoc
43 posts
 
I believe that a warrantee should be honored as long as the original conditions have been met. The ARC unit I purchased was beyond the warrantee time period so it was not a factor. I would not dismiss a unit because a warrantee was not available,but would certainly lean towards buying something that was guaranteed all other things being equal. Manufacturers should realize that many upgrades occur because the original owner is able to sell quickly and economically. Considering the quality of ARC and Cary they would probably not have to repair a second hand unit anyway so why not help the person who paid retail ?
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