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Magnepan Service HORRIBLE???

I am now into my 5th week waiting for Magnepan to evaluate shipping damage to a pair of MG 3.7's. My wife and I paid Craters and Freighters to build a custom wood crate for them so they would not be damaged further by the trip from Richmond to Minnesota.

I know everyone will say they are a small company and I need to be patient but this is ridiculous to my mind. I have called 5-6 times and the seller has also called. The last time I called Shelia acted like she had never spoken to me before despite the previous phone conversations.

I know the MG 3.7's are supposed to be sensational speakers and I bought my first pair of Magnepans in 1975 but I am seriously considering flipping these if Magnepan ever inspects and repairs them. The aggravation simply is not worth it to me.

A month and I can not even get anyone at Magnepan to open the crate, inspect them, and give me a damage estimate to provide to FedEx who is ready to pay the claim. Unfortunately, they can't pay until Magnepan provides an estimate of the damage and then I have to wait for the actual repair.

I never thought I would feel this way about Magnepan but this current situation has changed my mind to a huge extent. This is just ridiculous the way I see it and I can see no good excuse for it.
etmerritt33
whart's avatar
whart
3,124 posts
 
Tom, in my experience, while a phone call is good for a nudge, there is something about creating a written record that lights a fire under people.
I haven't dealt with Maneplanar since the early days, but they have a good rep. I would write the letter I described.
etmerritt33 OP
36 posts
 
To Davide256's comment....This has nothing to do with any litigation and not sure where you got that notion from??

I filed a damage claim with FedEx the night we unpacked and discovered the damage. FedEx sent out their independent inspector and she filed a report and FedEx took responsibility for the damage and is willing to pay.

This has all been explained in detail to Magnepan. Shelia knew to expect a reuseable custom wood crate with a specific RA number painted on it.

So, here I am five weeks later with no idea on when I will get the estimate or more importantly when I will see the MG3.7's again.

Tom
phasecorrect's avatar
phasecorrect
2,013 posts
 
this may or not may apply...but I have heard from a former owner that Magnepan only produces one speaker at a time to avoid any confusion or defects...that is a production run of a particular speaker for x amount of time...i assume weeks...this may also affect repairs...also...I have visited the factory...this is a small company...and they simply may be backed up with orders...be patient...this will work out..all the best...pc
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mapman's avatar
mapman
22,634 posts
 
Magnepan has a good rep as far as I know. My experience in the past sending things to them for repair or refurbish was good, but that was a few years back FWIW.

It is a small company so things might go slower than desired from time to time maybe?

I would talk to the proper customer rep on the phone and ask if they can provide an estimate of when they will be able to look at your speakers? Then follow-up again if you do not hear by then.
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