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Manufacturers

I find it interesting that some manufacturers and retailers in the audio industry consistently make themselves available to their customers while others completely ignore them. I scratch my head after going to a small volume speaker manufacturer's web site (Brooklyn NY based), send a note through the email provided on the site and ask "I'm interested in a pair of your xxx speakers (retail is $9k) and have a few questions about them, my room and electronics. Can you let me know when we might get on a call pls? "

And get no response - so far for three days. 

I call the number- leave a message. 

No call back so far.

I see the owner posting on Facebook regularly and a year ago I'd sent him a similar note, trying to get on a call with him.

No response. Then I posted in the comments area on his posts- Hi XXX, pls check your messages here, I'm trying to get in touch to ask a few questions about a pair of your speakers. A week later I get a "sorry, I don't check messages much here" response. Not a "Hey, sorry I missed this, pls call me to discuss and happy to help"- just a note that offers no interest.

In the year that I've tried to reach him I've bought Harbeth 30.2's, a pair of Proac, an Odyssey amp, a JL audio e110, a pair of SVS subs, a Denon HT amp and more (different systems around the house). I'm actively growing my systems.

Is his boutique business really that good that he can't be bothered to respond to a potential customer?

Meanwhile, the founder of a much larger Colorado based electronics company posts daily, has blogs, videos and much more always responds to a comment or question on a product - his or something else- without fail and is engaged and interested. 








128x128cowan217
tomic601's avatar
tomic601
12,913 posts
 
@mammothguy54 ++++ infinity
Amen :-) ditto Vandersteen, Ayre, Music Reference, Herron, Brinkmann, Triplaner, SOTA, .....Aesthetix 


mammothguy54's avatar
mammothguy54
949 posts
 
I have had the same high quality experience with Balanced Audio Technology (BAT).  One of the owners (Steve), and even the primary design engineer (Viktor) have spent time with me on the phone.  Excellent advice, tremendous help, very personable, absolute follow-through.  Awesome company in all of those respects, and the products sound fabulous.
mammothguy54's avatar
mammothguy54
949 posts
 
And also Manley Labs.  I bought a Manley Chinook (phono stage) and it had a catastrophic failure in one channel, within a month.  I got a new replacement unit from the dealer, approved by Manley Labs.  After about 2 weeks the owner, EveAnna Manley herself, contacted me to be certain that I was satisfied and everything was functioning as it should be.  I felt that personal touch and respect it greatly.  I love the product performance and greatly appreciate the company. Absolutely first class!  
bjw54
25 posts
 
I have been a audiophile for 30 years and have had mostly positive experiences dealing with small audio manufacturers based in the United States. And mostly bad ones with some highly regarded  very large manufacturers. A small example of this is VPI turntables.Matt and his dad Harry are 2 of the most helpful, friendly and information people in this industry today. Although I have not been up to their office in Cliffwood  NJ since before  the pandemic, I will tell you that they treat all
of their customers like friends. The first time I went in there, Matt took me on a tour of the manufacturing facility. We then talked all things Audio for about an hour and I listened in as he talked to his staff about the best cartridge recommendations when customers call the office——amazing!  I once took my Classic 3 to have my new cartridge installed, fully expecting to pay dearly for this.
And to my surprise Harry himself did the install —-free of charge and then  he took be over the the VPI demo house to listen to records on it. It doesn’t get any better then that ! 

asvjerry's avatar
asvjerry
4,669 posts
 
@mammothguy54, et all....I wholeheartedly agree with all of your commentary, really....

The ’little fishes in the big pond’ can and do compete by being more responsive and that much more sota than the bigger players. Some are better than others, but the fact that they manage to endure and stay in the field is a testament to their commitment to service as well as product.

If one has to be a tad more patient, it may be a small price to pay for the preferred item. ;)

Personal case in point, of some relevance....we just lost out on a project we bid in FL for items to enhance a hiking trail, as an addition to the company that ’does trails’ in subdivisions.

The fact that we lost out (by just a small figure, and a larger one) to the worlds’ largest company (based in Germany) of competing items....

We’ll take that as an ’off-hand compliment’, even as a loss on our part.

The winner is HUGE, in size and number of employees...full page color ads in major publications in our field and related.  We're 'word of mouth', and primarely an internet based sales player.

The federal government doesn’t classify us as a ’small business’; rather, we fall into the ’microbusiness’ catagory.

We’re the ant next to the elephants’ foot. And we nearly ate it’s lunch...well, more likely, it’s doughnut of relative size...

(Proving, once again, the ant Can run up that leg and give the ’phant a bite where it counts..*snicker*G*)

Competativelly yours, J


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