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  3. 153299-89085

What's up with TMR Audio?

Hello Forum, 

Last Saturday I purchased several Naim components from TMR Audio.  My credit card was charged and since then there has been no follow up email or shipping info.  I called TMR Monday and Tuesday multiple times only to get "we're closed" recording (I called durning their operating hours).  

This is disconcerting to say the least.  Typically when this happens a company has gone out of business (stops communicating with customers, does not answer phone).  Has anyone else had issues with TMR Audio in the last few days?  I've sent multiple emails and they have gone unanswered.  

I'm going to have to contact my credit card company and see if I can get the charges reversed.  This has been a very disappointing experience... I was eager to receive my new Naim components.  


mrbell
tmraudio's avatar
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tmraudio
18 posts
 
No Apologies necessary. It's nice to be talked about :)

For what it's worth, we have a lot of opportunities in front of us to improve communication with our customers, and that is something we're working on in the coming year. We are always happy to hear customer feedback, and we'll continue to make adjustments where we can. Our phone message could have been clearer, and our fulfillment times are much slower than I would like right now. All good feedback and all things that we'll work on going forward. Thanks again, and as always feel free to reach out directly via email or phone - info@tmraudio.com or 720-336-8742. We are closed on weekends and major holidays and that will continue for the for-seeable future.

josh
big_greg
6,674 posts
 
It appears Mr. Bell wasn't clear as a bell in his communications.  
ricred1
2,058 posts
 
A year or so ago I purchased a Monitor Audio plc350 from TMR. I had a problem with the jumper cables and they replaced them with expensive Nordost jumper cables at no additional cost. Story after story, including my own illustrates how committed they are to customer service. That doesn't mean they're perfect. I think the OP owes TMR an apology. 
ljgm
37 posts
 
Josh, just change your company voicemail to reflect holiday closures, and put a notice on the front page of the website.  Both very easy to do, and will go a long way towards keeping your customers informed.  You're not in the business of selling audio gear - you're in the business of winning and keeping customers after all.
phd
1,324 posts
 
It comes down to being patient, patience will have its rewards. However we can all identify with you wanting an item asap but being the holiday season you can't expect a lot.
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