Generally no.
Service After the Sale
Does service after the sale mean anything to you? It certainly does to me and has a tremendous impact on my future purchases. This week I sent three emails to three different vendors regarding their equipment that I had purchased or intend to purchase. Yesterday (Wednesday) morning I emailed Alvin at Vinshine Audio regarding a question about a Denafrips DAC. I had an answer early this morning (Thursday) when I woke up. This by the way has been typical for me when corresponding with Vinshine. I've never waited more than a day for a reply.
On Monday I emailed two other vendors regarding their products. Today (Thursday) I have not received replies from either one. Isn't three (3) days long enough to allow for a reply. These are not small vendors and interestingly are vendors who i've seen favorable reviews about. That's why I choose to deal with them. I won't mention names, at least not yet. That's not the intention of this post. I will email both again. I know that small, one or two person operations sometimes may not reply as quickly as you may like. And then of course there are the people who never reply.
I know there have been several other posts like this on A'gon. But I think Alvin and Vinshine deserve another shout out. I also know where my future purchases will be directed. Do you?
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Service is very important to me. While I never expect to use it.
This is one of the reasons I buy all high end equipment through a dealer. I bought a new amp, and while it sounded exceptional, one of the meters wasn’t quite right. So my dealer came over, attempted to adjust it. It did not work, and he asked me if I would like a new one or him to fix the one I had. I asked him which he thought I should choose. He said, “Let’s get you a new one.” A couple weeks later he came over with the new one and swapped it out. ‘But with high end equipment seldom is there a need for service. Although streamers are a bit more complicated. So I have had technical questions on my two Aurrender streamers. They have fantastic service. Inside the Conductor app you can send emails for help. I have gotten responses on weekends within a few hours. They can actually log on to your streamer and reconfigure it. Fantastic service. I am sure there are lots of lower end companies with terrible service. I bought a couple Schiit components and was ignored for a couple weeks, some folks have had good luck with responses from them. |
@ghdprentice Aurender is definitely one of the good guys. I've contacted them a couple of times and had quick responses and even an unsolicited follow up from them to be sure everything was ok. The non-responsive vendors of whom I speak are high end (with expensive products that I purchased new) and one of the reasons, at least in my opinion, a timely response should be expected. |
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Funny thing here is I’m not contacting these people regarding problems or needing repairs, warranty or otherwise. In one case I needed recommendations whether to use the tape out or pre out of my preamplifier. I’ve since tried it both ways to find out for my self. It’s just that I prefer asking the manufacturer first so there’s no mishaps.. In this case neither manufacturer of the involved equipment cared to answer. The other was asking advise regarding why the sound volume varied between channels and whether it might be time for new tubes. Again, not a peep. |
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