2. misc-audio
  3. 1058717271

Am I wrong?

to expect quick service when eq breaks. I've been at this hobby for 25+ years and have had my share of broken equipment . I am getting tired of it. It's always a pain when one's system is down, fortunately I usually have enough stuff laying around to fill in. My latest example, I won't mention the manufacturer, is a $5000 component, fully upgradable, lifetime warranty, sounds great etc....malfunctions after 3 months. Now, I've got to pack this behemoth up, double boxed, ship it across the country and wait it looks like at least 30 days or more to have it repaired and sent back. Slow to answer e-mails, etc. Here's what I think - tell me if I'm wrong. Put my repair at the top of your list - I'm a longtime customer, send me a quality loaner. Instead, I have to wait - then out of the blue it will be on my front porch one day. I am tiring of this - I'm getting to the point where I am going to maybe sacrafice sonic satisfaction for excellent customer service. I am fortunate enough to drive a BMW - pretty sizable investment like my component. If something goes wrong they supply a loaner. I do have kudos for conrad-johnson - took a preamp in on a Thursday, technician called on Monday - picked it up on Tuesday. Thats what I'm talking about!
pops
lugnut
1,190 posts
 
Pops,

I too have been in this hobby for a long time; over three decades. I've been fortunate because I've only had two equipment failures in that time, probably because I have mid-fi equipment based on the majority of systems represented here at Audiogon.

Keep this in perspective. The Beemer analogy isn't fair unless you are getting that same service in Arco, Idaho. The closest BMW dealer would be in Salt Lake City, Boise or Billings. Consequently, BMW couldn't possibly give you the service you are accustomed to where you live.

Audiophiles are a real minority in the overall scope of things. There are way more high end audio manufacturers than there are car manufacturers and they have a smaller number of customers to jusify their existence on. It's not realistic for them to have repair facilities located near everyone.

If you bought this item from a local retailer then he should be supplying you with a loaner and handling the shipping for you. At least that's the way the upper end dealers used to work.
prpixel
876 posts
 
Had an Anthem AVM die recently. Sonic Frontiers had it for six weeks and when I got it back it was in worse shape (scratched!) and still doesn't work. Next time I'm buying american. I've also been in this hobby for a long time and recently customer service has gone in the toilet. You get better service at best buy these days.
nrchy's avatar
nrchy
2,124 posts
 
I agree that your piece should go to the front of the line, behind, of course others in the same situation. Being without the piece of gear can be very frustrating. I sent a TT in to SOTA to be upgraded. They got it done pretty fast, but it still seemed like forever.

I wish I could help you out, as I truly empathize.
tireguy
1,964 posts
 
Its really sad you get better service at Home Depot then you do from hi end audio. There are of course exceptions, classe and bryston come to mind. If in fact there are so few audiophiles out there- I agree with that statement- then they should do what ever it takes to keep them happy with a product that broke; i.e. pay shipping, over night or next day the item back, get it done quickly!
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