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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
unsound
7,314 posts
 
Thanks for sharing, you help us all.
diode's avatar
diode
12 posts
 
I have always had great service from Krell. If they
can do something for you they will.

To Jjmali: If you are waiting for caps, it is because
you are waiting for the right caps. On a KRC it is
quite possible the caps have to meet a specific spec
and they have to be hand picked to match other components
in the unit. I know I would wait.

diode
vegasears
1,173 posts
 
A few years back I purchased a 3 year old used Krell 200 FPB here on the Gon. A couple months later the amp started to smoke and shut down. I called Krell and told them what had happen and how I had gotten the amp. They asked for the serial number and gave me an RA number for return shipping. Two weeks later I called and asked if they had looked at it and if so how much would the repairs cost? The nice lady told me my amp had just shipped out and there was no charge. If and when I give up my tubes Krell will be my first choice.
jimwitnauer
22 posts
 
I have some serious concerns. I think service should not be an issue. For instance: jjmali's KRC was a $6700 preamp. IMO, a piece of this cost should see years of absolutely trouble free use. Upestateaudio has had to send two different pieces back to Classe. This equipment is not quite as expensive as the Krell, but should still be EXTREMELY reliable. I am somewhat disappointed. I feel as though I have been pretty unlucky with my equipment. My equipment ranges in age from 6 mos. old to 7 years old. And every last piece I own, except for my B&W matrix 802's, has given me trouble. This truly bothers me. A friend's father has had a Fisher integrated amp for 25 years. It still works, and was but a mere fraction in cost. Vegasears, I believe you are among the lucky. Any experience I have had with Krell has been VERY slow, similair to jjmali's experience.
jond's avatar
jond OP
5,680 posts
 
Jimwitnauer,
Please keep in my mind that my story did not involve a piece of Krell equipment breaking, it involved me dropping and breaking something. Beyond that, the cd player has operated flawlessly and is a joy to use. As far as high end equipment in general breaking down, I would hazard a guess that it's a pretty small percentage of gear that fails. Since it is the nature of people to speak out when something goes wrong we end up hearing a disproportianate amount of negative stories.
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