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Is good customer service about dead?

I’d like to know from other members of Audiogon how they find customer service today. Not the resellers so much as the manufacturers themselves. I had a bad experience with a really late delivery. I also have a tone arm I bought in a first production run when a setup manual was not yet available – the manufacturer will not respond to my emails. I wanted to audition a rather expensive pair of speakers that were not available in my area. I contacted the manufacturer (from his own website) to ask where I could go to audition and purchase these – but no response. I have however had amazing support from the good folks at VAC and Jeff Rowland.
So I am now searching for new speakers but customer service is my first criteria and everything else is second. I'll be looking in the 5K-10K price range. I’d be very interested in other people’s experiences.
dat1
vapor1
107 posts
 
Dat1 and I had the same experience from the same company. Ty Lashbrook was awesome to deal with and have heard nothing but praise from Salk and Selah. Sorry for the late reply but some of you were engaged in the thread I was in that turned nasty and was shut down. If any of you want more details just email me. pbjg@att.net

We offer new stands to replace the damaged ones, you declined. We offer a FULL refund for the speakers and stands, you declined.

I'm not sure what else we're supposed to do?
tpreaves's avatar
tpreaves
2,686 posts
 
Jeez, not again !!!!
phaelon
1,049 posts
 
I’m a little surprised that no one mentioned conrad johnson. Even with their very old gear, whether I purchased it new or used, they have always been solid with me.
jp1208
502 posts
 
Vapor1, are you kidding? Pete Schumacher emailed me and said Vapor Audio does not have that kind of cash laying around for a refund. I expected to box these up, get you the tracking info and have you paypal me the same way I sent you my payment. You declined my offer due to not having the cash on hand. I didn't decline a refund, so as soon as you have enough cash on hand please paypal me and these will gladly be back on the next UPS truck direct to your front door. Your offer to find a buyer for the speakers was declined because it's your way or no way and I have to jump through your hoops. I trusted you when I made final payment on the 6k pair of Cirrus speakers but it seems you can't trust me now. I think my transaction record here speaks for itself.
saeyedoc
103 posts
 
I'll echo the praise for Salk Sound customer service. After a few email exchanges, I ordered a pair of supercharged song towers and a custom sized supercharged CC. Jim found me a unique veneer, a spalted beeswing makore.
He estimated 30-45 days, I emailed him at the 45 day mark and was told my speakers were in the finishing process.
I received them right around the 2 month mark. Well packed, with no damage at all, no flaws I can find in the speaker build. The CC came out great, he made it to fit in a 7" high space above our mantel and narrow enough to fit on the mantel. It came out 37" wide and was done in a satin black finish.
They have been nothing but a pleasure to work with through the whole process. emails were answered promptly and he talked me into speakers at a lower budget than I initially set. Highly recommended.
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