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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
3,059 posts
 
Why bother to have them shipped back to you? Once repaired, presumably with a warranty of some sort from Mag, you could arrange to have them drop shipped to your buyer directly from Magnepan, and potentially have the buyer pick up the shipping cost. In fact, there's an old pair of Tympani listed right now, where the seller is doing precisely that- he had the speakers restored, and the buyer can choose the color of the 'grill' cloth and shipping apparentlywill be directly from Magnepan to the buyer.
My only suggestion on the letter is that it be even handed, no hyperbole, facts usually speak louder than characterizations. And ask for his help, rather than dunning him.
etmerritt33 OP
36 posts
 
Whart,

Excellent thought and suggestion! Thanks!

Just finished the letter and I did try to just state the chronology and facts. Had to go back to end of May emails and come forward to establish an accurate timeline.

I am about to mail the letter.

Thanks again for your very good suggestion!!

Tom
steveaudio
331 posts
 
*True story: I was talking to the UPS guy who services the company where I work and I asked him how packages are treated. He said some workers are more conscientious than others. He advised me no to label packages as "FRAGILE" as some of those people see that as a challenge. Timrhu*

I'm a big fan of UPS, overall, & think it far superior to "Fed-ex Ground", which I think is how Etmerritt33 shipped his speakers (?). 10 years ago maybe, I took a Rega TT to the local Fedex office to ship by "Fed-ex Ground", & they actually warned me not to do it, to send it by UPS instead.

But if the packing isn't very, very good, for delicate or heavy items, it will get damaged....
timrhu
2,779 posts
 
Steveaudio, despite the story, I also prefer UPS to Fedex. My horror story with Fedex is worse as it actually happened and wasn't just what the driver told me.
etmerritt33 OP
36 posts
 
Whart,

Also, went back and revised my letter to Steve Winey as per your advice and to avoid return shipping to Richmond.

I also removed a paragraph that was a little strong but true.

I mailed the letter yesterday so I'm guessing they will see it on Friday.

I suspect Magnepan is going to dog me about this regardless and I am sure Magnepan could care less if they are selling everything they can make at this point. No company could be this incompetent so I can only assume it is deliberate. I still have yet to receive an email from Magnepan as promised last week with the estimate to repair the damage.

Tom
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