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Which companies also offer good service??

I just thought it would be interesting for Audiogoners to share their experiences both good and bad when is comes to service. I think when spending the kind of money we do on audio equipment, service should be a big factor.

Thiel - Good. Just recently I sent in a speaker for repair and the folks there just couldn't have been better. All the way from the customer service to the actual repair work I had done to the cabinet, which came back looking like new.

Mark Levinson / Madrigal - Bad. Tried to get an updated EPROM chip for my preamp and was told we don't have anymore. My preamp is only 6 years old and the manual says you can get this for free. I also asked about upgrading my DAC from a 36S to a 360S and was told, we don't upgrade "legacy" products anymore. The 36s is only one generation old. Not a company I want to have thousands of dollars tied up in equipment with.
dewinkle
bdgregory
1,727 posts
 
B&K. You call them, and a real person who behaves professionally answers, and transfers your call to an expert. They anwer questions, send you info. Their web site is complete with info and downloadable docs. I sent my AV5125 5 channel amp in for service - it had an intermittent clipping in one channel. They fixed it and tuned up all of the other channels - no charge, not even for the shipping or the new B&K shipping carton they sent it back in.

Other companies I've dealt with are amaturish or slow to respond by comparison (Rega, Parasound, NAD, Exposure, others)
stevecham
3,340 posts
 
Thiel Audio and Shari is the epitome of customer service!
david_berry
211 posts
 
Although there has been similar threads in the past, I cannot pass up the opportunity to again mention Merlin Music Systems. One can talk directly to the person who made your speakers - Bobby Palkovic. In my many conversations/visitations with him over the years, he has always given the impression that getting his speakers to sound their best in your setup is more important to him than making a buck.
Refreshing.

David
plelko
26 posts
 
Audio Valve in Germany offer excellent customer support. When movers dropped my older Eklipse preamp there was severe damage, I could not believe it when I got an upgraded unit back from Germany for only the cost of shipping to and fro.
Good work Heike and Helmut.
woofer15
5 posts
 
Green Mountain Audio offers excellent service and know- how. Roy Johnson takes great pride in his products and wants customers to be happy with their purchase. I own the third pair of Diamantes he made and he is still concerned about my satisfaction. I have gone through three minor upgrades. The results are terrific! Although unfortunate for GMA, I am so satisfied with my upgraded Diamantes that I will probably not buy another pair of speakers in the foreseeable future. I wonder how many owners of other speaker brands would assert that after 13 years of ownership.
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