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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
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
markpao
523 posts
 
I was at a building department one day and someone came in hoot-en and hollering that their permit wasn't ready yet. Made a seen and left. I watched the personnel person put their folder at the bottom of the stack.

Something I would never do- send back a dinner at a restaurant more than one time.
whart's avatar
whart
3,062 posts
 
OnHwy61- my sense is that OP is venting his frustration and perhaps using this as a way to put pressure on the company but frankly that only works if: (a) the company knows about the posting; and (b) is usually given the opportunity to make it right before that threat materializes. Of course, the company could take steps to rectify a problem with a customer after he goes 'public,' just to reduce the fall-out, but alot of the comments here seem to recognize the limitations of smaller manufacturers and the pace of repairs, regardless of manufacturer size.
There was an interesting article several years ago in HiFi+ about how a single poster could poison an audio product in the marketplace. It raised the spectre that a poster could be an anonymous shill for a competitor. I'm certainly not suggesting that is the case here, but it is a problem. (The converse is also true, like fake 'likes' on Facebook- pumped up 'raves' over a product that are contrived by a vendor as guerrilla marketing).
I say we cut the guy a break, he received some constructive suggestions here, and we see what happens.
I do think complaints about service, or poor quality, deserve to be aired and benefit others.
Best,
bill hart
jp1208
502 posts
 
There was an interesting article several years ago in HiFi+ about how a single poster could poison an audio product in the marketplace. It raised the spectre that a poster could be an anonymous shill for a competitor. I'm certainly not suggesting that is the case here, but it is a problem. (The converse is also true, like fake 'likes' on Facebook- pumped up 'raves' over a product that are contrived by a vendor as guerrilla marketing).
I say we cut the guy a break, he received some constructive suggestions here, and we see what happens.
I do think complaints about service, or poor quality, deserve to be aired and benefit others.

You have no idea how I feel about this comment! Very well said indeed. If the complaints are credible then they need to be voiced. I took my comments too far and a thread was closed. Yes I was the poison but justified to no end. The poster has a right to complain if he sees fit and it sounds like he is being ignored. I am very familiar with this.
onhwy61's avatar
onhwy61
5,255 posts
 
Obviously the OP has a right to express his experiences and opinions. At the same time participants is this forum have the right to an opinion about the OP's problem(s) and the reasonableness of his actions. I read this thread as an attempt to drive business away from Magnepan. Based upon what the OP has stated I don't think such a post is warranted.

Criticism is not the same thing as unleashing the "modern forum based wrath machine" (to use Wolfgarcia's phrase). Being that the audiophile universe is small to begin with, I seriously question why someone would want to drive business away from one of the bedrock firms in this small universe.

Next time you are pulled over by a state trooper be sure to shout at him how your taxes pay his salary and how he really works for you. Tell the same thing to the judge when you're disputing the ticket.
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