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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
audioconnection
1,271 posts
 
I know 5 weeks is a long time to wait but in fairness to Magnepan they were on Vacation for 2 weeks
sorry this still happened to you...
By making the wood crates weigh more you also made the shipping (weight and costs ) off the charts as well as cost of building them causing yourself further pain and expense.
Ultimately you will be well taken care of by Magnepan as they are a highly professional company
Have a little faith and hang in there.
JohnnyR
stringreen's avatar
stringreen
6,484 posts
 
The way I read this is that the shipping co. accepts liability, and that you are just waiting for Magnepan to open the package and provide a damage report and a cost to repair the speaker. I think it's discraceful if these are the facts as I see them, whether the product was bought used or not.
onhwy61's avatar
onhwy61
5,256 posts
 
Etmerritt33, the more you post, the more a complete picture of the type of person you are emerges. To some extent it doesn't matter, but suppose an employee at Magnepan was reading this thread. The way you've, maybe not directly, but causally encourage others to not buy Magnepan products, which in effect threatens that employee's ability to put food on the table for his family or shelter above their heads. Do you think reading this thread will motivate that employee to get to taking care of your problem faster? Or will your speakers get passed over time and time again to handle the problems of people who aren't whining, pouting, stomping their feet or holding their breath?

Human nature is what it is.
wolf_garcia
6,734 posts
 
Magnapan and any other company that services products aren't so special as to be somehow immune to criticism.
jp1208
502 posts
 
I had damaged goods come in recently and couldn't just send the packages back to the owner of a certain speaker company. They wanted me to file the claim and once the inspection was done through UPS then they would proceed. The product we are talking about had very expensive crossovers in them that were now exposed and hanging by speaker wire. In this case, these should have gone back to the speaker builder in a much safer and better packaged box.

A very long thread was closed due to me throwing flames in the end. So I completely understand the frustration Etmerritt is going through when dealing with customer service issues. Send me a pm if you want to know more pbjg@att.net

Thanks,

Paul
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