HELP Electrocompaniet stole Christmas

I think there are good reasons why some companies products continue to do well on the used and new market.

Companies such as Ayre, Krell, Mark Levinson, Magnapan, Sonic Frontiers/Anthem, Pass, Plinius and GamuT (these I (and friends) have had wonderful dealings with) really stand behind their products. Many times they will even stand behind products that are out of warranty and not even owned by the original owner. I have several stories that I may tell later in this thread.

It is such a better business decision to support your products wherether they be new, used, or even grey market. The manufacturer made the product and they should offer the various upgrades and product support to anyone who owns their products. The grey market issue is a problem best resolved at the manufacturer and dealer level. Most of the time it is not that terribly hard to fix.

As Audiophiles we should support companies that stand behind all of their products. And not companies/distributors that play games with their customers. The world is becoming a global economy. Companies need to rethink their pricing strategy to accomodate the global economy.

KF

I can't help but think, that even though this isn't a "warranty" issue, it could still have the same ramifications. Considering Ernie was willing to pay full price for a new product/service, it doesn't seem that far fetched to think that if Ernies player was in need of repair, he would have been denied that service too. As such, why would anybody buy Electrocompaniet gear used, knowing the risks involved. Knowing that Electrocompaniet carrries less value on the used market certainly would make it less appealling as a new purchase as well. You might end up marrying the damn thing, till death due you part (with little chance of resurrection). This is a digital piece to boot. Digital items usually have the shortest shelf life and quickest depreciation in the business, as evidenced by the "upgrade" sought here. Why would any customer want to do business with a dealer whose customer service is limited by his middle men. Why would any dealer want to do business with middlemen that prevents sales (the upgrade) and compromises customer relations. Why would any manufacturer want to do business with middle men that negatively effects profits for them. I have two suggestions. One, see if the "Danish" dealer can help. Two, contact Electrocompaniet and give them the opportunity to salvage their U.S. business. I suspect the middle man was entrusted to sell Electrocomaniet products, not to prevent the sales of Electrocompaniet products. Nothing personal, but this distributor isn't coordinating anything for the benefit of anyone, except his own parasitic ass. Imagine you bought a used car from your uncle or anybody else for that matter. Now imagine you go to the new car dealer for a part for this car and the new car dealer tells you, your denied because you didn't purchase the car through his prefered network. This is absurd! I'm sure Thiel (for one) wouldn't leave their good name and good customers out to dry like this.

Zaikes, you must be a professional mediator! Thanks again.
While you were typing I finally thought it prudent (at 6pm in Boston) to finally ask EC for help. As I have always been a champion of Per Abrahamson's design mindset and execution, and he still appears to be the managing director, I tried to email directly to him through the service dept link at EC's site (it's also the only one I could find, so I hope it gets to him reasonably soon).
So that there is NO confusion here or elsewhere, herein is an exact copy of my missive:
Dear Per,
Greetings! I am the proud owner of an EMC-1 MkII (mid 2001 production) but have had an unfortunate experience attempting to seek the latest modification. PLEASE READ the Audiogon.com thread entitled "HELP Electrocompaniet Stole Christmas" for all the details.
I bought a nearly-new unit here in the US, that now seems to have originated from a dealer in Denmark. I am NOT a good typist, so it's better if you just read the thread for all the details....
I have VERY OFTEN praised this CDP in the past 1.5 years, resulting in further sales of this excellent player. I still DO wish to keep my beloved EMC-1, but would like to buy the added parts mod at a fair price, and best if I don't have to risk the expense and damage from shipping a long distance....
Please help me in any way that you can, and perhaps become aware of the difficulties now apparent in the US distribution and support of this product. My intention was only to get advice on how to proceed, but it seems that a larger discussion ensues....
Thank you very much for your time and consideration. I hope to remain an EC champion!
Cheers.
Ernie Meunier
(my home address and telephone)

So that's it. Hope it helps. I also sent a short message to Heinz Preiss in hopes that he can possibly mod the boards if I dare remove the cover, extricate them, and send them down to Florida. I really don't want to send a 50lb package by mail to Florida, nevermind PA (that's what started this in the first place)....

I buy/service/sell used Subarus. I LOVE meeting people's needs. A great majority of the time I'm successful, for which I'm grateful. I attribute it to an excellent product, thorough repair execution, a lowish price, and being an excellent listener. I'm told I'm warm and fuzzy...yet I understand that we all can't be. That's sometimes why some of us operate best as efficient middlemen (like being a manufacturer's distributor. Lots of auto wholesalers tell me they'll NEVER go back to retail. Different personalities gravitate toward different functions. I understand that....

I've now started making DIY PCs for cheap, and understand what working for minimum wage is again, too! Forgot all about sufficient margins required to market a product. Ha! A prior career in laboratory equipment entailed wearing all the hats simultaneously of a manufacturer/QA director/distributor and service manager, and thus understand the difficulties inherent in these relationships.
I made mistakes, and often had to iron out disturbances involving dealers, a direct sales force AND a direct mail marketing campaign. You can imagine the conflicting priorities. Phew...glad that was back in the wild 'n wooly 70s and 80s....
So now I AM the customer, who was handled generously by a dealer, but not by his distributor. So yes, maybe the manufacturer has to weigh in to put out a little fire (and perhaps prevent a bigger one). Hence my request to you all for direction and support. I can't imagine what exactly to ask for, as it's now apparent that solving my problem might entail establishing policy for all similar situations extant. I hope there's a silver lining in this for ALL, and remain greatly appreciative of all efforts to reach one.
ERN
PS It's interesting to me that I have only listened to music on my system once upon my return...to verify no travel damage. Hope I'm no longer deterred by this mess. That would be tragic....

Subaruguru, in your e-mail to Per Abrahamson why did you twice refer to this Audiogon thread? Remember, this thread is fill with heated statements by several people that they would never purchase EC products. I guess if Abrahamson now intercedes and makes you happy those same people will change their minds and US EC sales will go thru the roof. That would be a win/win situation for everyone. Move over cheese, it's now "the power of the Agon forum"!

Mike, no need to apologize. We are both entitled to our opinion, and I thank Audiogon for providing a forum in which a wide range of viewpoints may be expressed.

I have probably said more than my share in this thread, so I will attempt to again move back to the sidelines. My original reason for staying away was my personal feelings, both for Ernie and Alan. I have the utmost respect for Ernie, he is a truly good guy. I am hoping for Alan to also make me hold him in the same regard.

Sean, I thank you profoundly for your support.

The only other thing I should make clear is as I said, and I stand by, you are a model for what we all wish for in an audio dealer.