2. misc-audio
  3. 169529-145530

Poor Customer Service

How does it make you feel when you try to contact a mfg about their product with tech questions and they ignore you? I understand many places are suffering from a lack of help due to plandemic but when you repeatedly leave messages over a course of weeks and get no reply it sticks in my craw. I've spent my hard earned dollars on their equipment and a simple answer to my question would go a long way to endearment. When you leave a voicemail and no one bothers it's not only frustrating it's disrespectful, so much so that I don't ever want to buy their products again even if they are of good quality.

dadork
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three_easy_payments's avatar
three_easy_payments
2,097 posts
 
+1 on Underwood....fantastic service on my Equi=Core and Deep=Core products
dadork OP
633 posts
 
Thanks once again. It is most definitely a frustrating thing.
epz
33 posts
 
Aerial Acoustics is amazing. When you call them the developer and owner of the company, Mike Kelly answers the phone and helps you directly. Always pleasant and helpful. 
mahler123
3,362 posts
 
The best Customer Service is one that isn’t required.  Perusing this thread reveals a preponderance of complaints about streamers.  Since streamers are glorified computers , and therefore subject to all of the same network issues all IT has, this is not surprising.  I have never had an issue with an amp, speakers, CDP, or even turntable.  Until streamers came along, I never knew that Audio companies required Customer Service departments.
  My two worst experiences in CS were Sony and Arcam.  I never received any answer to phone calls, email, and certified snail mail.  Fortunately I was able to return the Arcam (thank you, Music Direct) but unable to return the Sony (eff you, Crutchfield).
  I had to deal extensively with CS with Bluesound and Bryston.  Bluesound CS went from being exemplary at first to very difficult over the years—I think they became to big for their own britches in sales volume.  Still, they ultimately resolved my issue.  Bryston is indeed excellent in support, I just wish the product itself didn’t require so much attention, and I am much happier since I sold it.
  My two current streamers are Melco and Cambridge Audio.  I have no idea what their CS is like because they work beautifully.
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