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Thiel Customer Service - New ownership is terrible!!! - WHAT HAPPENED TO THIS COMPANY ?

  For the past month I've been trying to contact Thiel to get an R.A. for my tweeter that needs to be rebuilt for my 7.2. THERE IS NOW NO PHONE NUMBER FOR CUSTOMER SERVICE AS THERE USE TO BE as recently as last year and the support email address states " we'll reply within 48 hours " is a lie! I've contacted them three times without a single reply. Any ideas or suggestions? Anyone reading this might want to think twice if buying any Thiel used or new products now a days. What a shame.....
aolchris
jfetmaniac8
4 posts
 
In the past, the service was a proverbial boulder, it must now earn money, so it is in all industries.
dlcockrum's avatar
dlcockrum
2,190 posts
 
As previously stated, Thiel service has been a separate P&L center for several years now. Hopefully more a "P" than an "L". Those that have complained (or will complain) about the cost of their service will now better understand the realities of survival outside of our little nirvana.

Even those as misguided as the "new" leadership prioritize "P" so let’s see what happens...

Dave
ebm
9,311 posts
 
They went down the tubes very bad service.Good luck though!!
dlcockrum's avatar
dlcockrum
2,190 posts
 
That has not been my experience thus far, ebm. Kathy of "legacy" Thiel once drilled me a new one re: $$ on repair of drivers many years ago but Rob Gillum has been fair and profoundly helpful in all my associations with him, even sending free parts for self-upgrade on one occasion.

Dave
prof
3,468 posts
 
Rob Gillum has been very helpful to me since I bought my 3.7s a couple years ago.  He was in touch as recently as last month to say he had parts for the 3.7s.  Though I have not been in touch with him since.
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