I have done three transactions with TMR in the past month, and all have stood out for their responsiveness and TMR’s staff willingness to genuinely be of service.
In one case, a hundred-pound amplifier arrived with one of its front LEDs not working. That may have happened in transit, who's to say. When informed of the issue, the service manager immediately apologized and offered a return label and free pickup, and of course a repair at no cost. The amp just made its way back to Colorado and if I’ve understood correctly, the tech will be replacing all three front LEDs on the assumption that when one LED goes, the others may not be far behind. The service manager even mentioned that the COLOR of a single replacement LED may not exactly match the others, which he said was another reason to replace all three. The foresight and attention to detail that's evident from those remarks make me feel pretty damn good about TMR.
By the way, between the shipping and the tech’s salary, TMR is spending a good $400 (and maybe more) to take care of one measly LED not functioning. THAT, my friends, is service.
To me, perhaps the most disagreeable part in the original post was the shrill insistence that TMR ought to be open, and able to respond immediately, 24/7. Few small companies do this, and besides, let’s get some perspective here: nothing about a high-end audio purchase ever involves an emergency. If you have a question about something you wish to purchase on Friday night or over the weekend, it’s eminently reasonable that a reply will come on Monday.
Accidents and mistakes happen. It’s what the seller does afterwards that separates the shady and run-of-the-mill ones from the ones who are truly top-tier, who courteously and professionally fix the problem, going above and beyond if need be. To me, and so far, TMR have been customer service heroes.
