My most remarkable service experience ever.


This is probably the most remarkable service I ever got, so I thought I should share it with all of you.

I bought a second hand PS Audio DirectStream DAC here on A’gon and it was slightly damaged in shipping. The internal packing insert failed, and one of the corners was chipped. I thought about purchasing the piece and install it myself, but even though it is at no fault of their own, PS Audio told me:
If you cover the shipping of the unit to me and the cost of parts. We would be able to update these parts as well as cover the shipping back to you.
This is no small deal as you practically have to take the unit completely apart to replace that corner piece, but wait, it gets even better…

My correspondence with the original customer relation manager somehow got lost when he left his job and was replaced. I waited for a reply regarding shipping of the unit to them which never came. At that point, I also had a minor issue with my PerfectWave Transport, and a concern about my P5 power re-generator, so I asked about servicing those units as well. I wrote PS Audio again and received the following response:
Hi Ami, I’m the new customer service manager here at PS Audio. Thank you for the very detailed email and the sorted action items. Let’s get your problems solved.
1.     I am going to create a new RMA for each of your products.
2.     Because you have been so patient with working with us during our transition and because you have been so organized with your needs I am going to process your repairs under warranty at no charge to you.
Unbelievably, the did the following:
  • They sent me new shipping boxes, complete with new original packing materials and prepaid shipping labels for all 3 units free of charge. Remind you, these are large, heavy units in even larger double boxes…
  • They serviced all 3 units at no cost, replaced several components of the transport, and the damaged DAC piece. They also polished the top marble-like panel of all 3 units to as-new condition. I think they replaced the DAC’s clear screen cover. It looks new
  • They shipped all 3 units back to me at no cost within a couple of weeks.
Thank you PS Audio and Mr. Jeremy Bretey, customer relations manager. I wish more manufacturers will learn from how to treat their customers with service above and beyond the norm.
Your products sound amazing, probably the best of their kind, and your service quality manages to even surpass it.
You have me as a proud and loyal customer forever.

I also have some horror stories to share with service I got from other manufacturers, but I thought I’ll make this a happy thread, and perhaps keep the bad experiences for another time.

Do you have similar good stories to share?

Ami
128x128ami
@ami  Good move sharing your exemplary service experience with others in this forum.  I too have had positive experience with PS Audio standing behind their products.  I have found a strong correlation between the behavior and attitudes of leadership and the efforts of those who work for them.  Looks like the culture at PS Audio is customer driven, wanting to engender the loyalty of lifelong customers. Hopefully other companies will take notice that we value that positive relationship.

Wow, very accommodating and smart! They sound like a great company l.

I love hearing stories about companies creating raving fans. 

Thanks for sharing.
That's great but remember less affluent companies can't afford to offer the same service. 
I've been involved with PS Audio products for decades.  Back then it was a very small enterprise.  They got to be the more affluent corporation they are today because of the culture of customer value that trickles down from Paul McGowan.

I'm not talking about 'customer value' but the ability to offer free components & labour.