Onhwy61
There is a huge difference regarding communication and customer service at Audio Aero now and what it used to be in the past when I decided to send my player for the SE Upgrade (in July 2009). At that time the receptionist/administration incomings were handled by one Miss Sandrine who used to reply to my queries and mails within 2 days.
Since, there are two new figures there: One Miss Sophie Lucchini for incoming mails and someone named Guillaume Bouly - who supposedly supervises all technical related problems.
From my own experience within the past 6-7 months with Audio Aero, it is extremely difficult, if not impossible, get e-mail replies or technical info from AA. I had to phone them several times to pass on the same info which I had previously sent by emails. Even on the phone, impossible to get in touch with the so called technicial coordinator - Mr Bouly. Please note that France has espoused a socialist philosophy wherein a lot of employees feel they have permanent employment. Hence no need for them to wast time in stupid things like customer service.
For your info, I had no intention to go for the SE upgrade: it was only when I contacted them at that time (July 2009) to buy the new cryo tubes for my player that they offered to upgrade my Capitole to Signature Edition against payment. I agreed and sent my player to them in August 2009 but due to delays originating from AA factory, and consequently the player having had to make a forced waiting transit in France before getting to me in Mauritius, I got my player only a few weeks ago.
I maintain that AA has serious communication and customer service issues. Having said that I think the GM (Jerome Andre)is a very nice guy (I spoke to him on the phone). He told me that he expects his staff to respond to customers within 24 hrs. I also understand that Mr Andre normally spends considerable time in a different geographic location than in the technical services premises. One thing is clear though, his staff definitely has not got the Boss' message regarding customer service!
There is a huge difference regarding communication and customer service at Audio Aero now and what it used to be in the past when I decided to send my player for the SE Upgrade (in July 2009). At that time the receptionist/administration incomings were handled by one Miss Sandrine who used to reply to my queries and mails within 2 days.
Since, there are two new figures there: One Miss Sophie Lucchini for incoming mails and someone named Guillaume Bouly - who supposedly supervises all technical related problems.
From my own experience within the past 6-7 months with Audio Aero, it is extremely difficult, if not impossible, get e-mail replies or technical info from AA. I had to phone them several times to pass on the same info which I had previously sent by emails. Even on the phone, impossible to get in touch with the so called technicial coordinator - Mr Bouly. Please note that France has espoused a socialist philosophy wherein a lot of employees feel they have permanent employment. Hence no need for them to wast time in stupid things like customer service.
For your info, I had no intention to go for the SE upgrade: it was only when I contacted them at that time (July 2009) to buy the new cryo tubes for my player that they offered to upgrade my Capitole to Signature Edition against payment. I agreed and sent my player to them in August 2009 but due to delays originating from AA factory, and consequently the player having had to make a forced waiting transit in France before getting to me in Mauritius, I got my player only a few weeks ago.
I maintain that AA has serious communication and customer service issues. Having said that I think the GM (Jerome Andre)is a very nice guy (I spoke to him on the phone). He told me that he expects his staff to respond to customers within 24 hrs. I also understand that Mr Andre normally spends considerable time in a different geographic location than in the technical services premises. One thing is clear though, his staff definitely has not got the Boss' message regarding customer service!