Me too ....
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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Questions should be directed to where you purchased the product. If this is a dealer, first start with them. If the dealer is unable to assist, then the dealer should contact the distributor (or wherever he sources the equipment). If you buy a car and have a question or problem, you contact your car dealer, not the factory in Detroit or Munich or Korea. If you buy a product from another country, do you expect service from the dealer or distributor in your own country - free service? |
Manufacturers need to support the dealers better. If there’s a problem dealers are left on their own, and then they have to deal with nightmarish warranty service route. Dealers are caught in the middle. If the manufacturer makes a mistake in production and the customer gets a defective product that needs repair the manufacture needs to step in and take initiative. They don't do this. And they allow for this in their sales model. They assume they're gonna have losses in this area so they rationalize not doing anything. It's a business risk.
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@gramophone_canada exactly and what was done in both cases. @zappas @blackbag20 there you go. Exactly what I’m talking about, @ronboco there you go too. Simple service after the sale would have ensured a return visit. Now you’ll probably take your business elsewhere. @chocaholic always great service from Denafrips. And yes it’s obvious that they know what’s required to be and remain successful. More US firms should take note. I am currently communicating with Alvin about an issue for someone else as a courtesy. Details are unimportant other than I’ve sent Alvin 4 emails and in each case had a response waiting for me the next morning when I woke up. That’s what I consider customer service. And as I mentioned in my OP, I know where my future purchases will be directed. |
- 36 posts total