Great Customer Service

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.

My Ksa-250 took about 6 weeks for rebuild, not sure if this is bad or good as compared to any other company. I was just glad that Krell treated and serviced this old amp.

I have a pair of VMPS speakers that lost a woofer. Paid almost $2,000 for them (great speakers), EXCEPT, at around 1 year out of warranty (warranty was 5 years), VMPS no longer makes this woofer..now thats what I call crap service!! Now I have a 200lb. speaker with a 15 inch whole were the woofer should be. And to top it off, VMPS didn't tell me they no longer made this woofer until after they told me to pull it out and send it to them (I thought they were going to fix it!) Now this is a speaker that is only about 6 years old at the time, and VMPS has no replacement woofer and didn't offer any help of any kind. To be fair, they did offer to sell me one of their new LARGER woofers..but left it to me to figure out how to cut the larger hole these would need (of course I would need two of these to match the other speaker). You would think that VMPS would have offered a little help ( Like: I'll have the dealer install these new woofers for you if it will help). Now thats poor service.

Dave

Dave

Dave, very few companies will stock specialized parts for their older products. I once read that Quad did this for their classic planar speakers, but for the majority of the other manufacturers, it is a non issue. Asides from this, some speaker manufacturers match their drivers to a certain spec that eventhough you might be able to get a replacement, not from the manufacturer, unless you change both the left and the right and someone is willing to match them to close tolerances, your speaker will sound faulty. Are the VMPS speaker drivers sticking out of the cabinets or are they sunk in? If they are sticking out, it should not be too difficult to cut a larger hole with a electric jigsaw...just need to be very careful. If you like the speakers so much, why don't you get a small router set to make the job easier...and you can use it later for other DYI projects.....Another option, check Madisound and tell them the specs of your driver, I am sure they can help you match something close.
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The best customer service I have ever experienced is the Etymotic research people. I bought a pair of E-6 ear isolator earphones, and one of the silicon body molding became frayed, I do not know how. When I called them, they sent me an RA number, I shipped it to them, I got the back the week after. Both of the body molds had been replaced, as well as the ear tips and they ran a full test. All free of charge and out of warranty.

Bemopti123, yep..thats what I am going to do. The bass driver is not set-in which will make the job much less a pain.

I do still find that any company that does not stock replacement parts at only 1 year out of warranty to be somewhat poor as compared to a company that can still service a 12 year old amp as if it were one of their new products. Five star's for Krell--Three star's for VMPS.

Dave

I am glad to hear that Krell provides good customer service and that people have had a good experience with them. I can't say the same with Mark Levinson. Had to send in an amp for repairs and they took 6 months to do it. I just got it last week, hooked it up, and it still doesn't work. Now I have to send it back in. I would have thought that a company like this would have better service. I am extremely dissapointed and would not buy another Mark Levinoson component ever again. On the other hand, I've had great customer service from Classe and Plinius.