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Great Customer Service

I just wanted to tell everyone about a great customer service experience I just had. I purchased a gently used Krell KPS30i cd player a few months ago here on Audiogon. A few days ago while changing cd's I dropped and broke the magnetic clamp that hold cd's in place. I emailed Krell inquiring about buying a replacement clamp, they promptly emailed me back saying they were looking into the availability and price of another clamp. Well today I get an email from them saying they have a clamp and would be mailing it to me free of charge immediately. Keep in mind I am the second owner and this unit is far out of warranty. I think this is a great example of a company going above and beyond. I'm not a big solid state guy and I've never owned anything by Krell before, but I would certainly consider them in the future based on this. I know they get bashed a lot, and hey if you don't like the way something sounds you're certainly entitled to your opinion, but customer service like this can't be faulted.
128x128jond
sogood51
2,157 posts
 
Yes Krell service was very good when I needed them. Another thing I like is their super fast E-mail response to questions..they must have someone staff E-mail full time. If you leave a phone # they even call.

Dave
tuko2
4 posts
 
Its good to hear.I had a problem not long ago with my pre,emailed company 4 times and still got no reply.This is the first and last time i will ever buy one of their products,good pre but customer service a joke.The company in question.....CLASSE.
upstateaudio's avatar
upstateaudio
249 posts
 
Tuko 2 sorry you have had problems with Classe. I have had just the opposite experience. I had some problems with a DR6, I sent it in to them and they checked it out. Sent it back and did not charge for shipping!!!

I also called them on a problem I had with my CDP 1.5 , they did some troubleshooting with me over the phone.

Perhaps calling them works better than emailing.

I have no affiliations with Classe, just a happy owner of their products, that I did not even buy new.
squidboyw
35 posts
 
I also am very pleased with the service and attention I have received from Krell. As mentioned above, email responses to my questions and concerns have been promptly. Prices were reasonable considering the work I had done. Two summers ago, I contacted Krell, packed up the mono blocks, pre-amp, & phono sections, and headed east. Since I delivered the equipment to their location (with Nrchy's help) we got to spend some time in their plant, and got a tour of almost the whole place (they would not let us into the super secret testing area where their new speakers were being checked out). All in all, a fine bunch of people, and a great company.
spudco
88 posts
 
Service will definitely enter into my future decisions to buy. I've had great encounters with some folks (like Pass Labs). Others who treated me without goodwill, compassion or honesty will remain unnamed, but my dollars will speak for me in the future. Indeed, I will consul others to avoid several companies and dealers whenever I get the opportunity.
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