2. misc-audio
  3. 194397-181583

HOW can components be so expensive, and yet customer service is so bad.

I recently moved and had to set up the system again.  In moving things around, I have had some questions and issues, so I've had to contact the dealers and manufacturers a few times over the last few weeks.  I'm still waiting for a response from most of them.  

I had a static issue with my McIntosh amp.  I contacted them a couple of weeks ago and I still have not received a response.

I need a part for my Revel speakers.  I've contacted Revel (now Harman) twice over the last week - both phone and email.  No response.

I had an issue with my Weiss DAC cutting out. Turned out it had shipped with a missing part.  I hoped for a new unit or at least a replacement part, but Weiss told me to fix it myself with miscellaneous parts from around the house - basically chicken wire and bubblegum?  The dealer finally sent me a replacement after a couple of weeks of trying different solutions.

I tried calling the audio dealer in Charlotte where I bought the speakers but they never return calls.

I spent a long time researching and building my system and really enjoy my system.  But I might have made different choices if I had known about poor / non-existent customer support.

Premium stereo components are so expensive that I would expect premium service, or at least return my calls for service or for parts.  Do I just have bad luck or are others experiencing similar lack of support?

mojo771
lalitk's avatar
lalitk
5,796 posts
 

You’re not alone—frustration with customer service in high-end audio is a common and growing complaint. While many brands are passionate and responsive, too many fall short when it comes to follow-up support after the sale. 

In my experience, choosing a good dealer is much more important than owning a premium brand. Premium gear without a good dealer support is like a Ferrari without a pit crew. 

mapman's avatar
mapman
22,964 posts
 

Can it truly be "high end" with poor service?  That’s a lot of money that can go down the drain otherwise.

On the flip side, from personal experience over many years, there are many very reliable products out there that can last a long time with no service needed.  Many not normally categorized as "high end" necessarily.

Choose wisely and don’t let labels and price tags fool you.

mojo771 OP
78 posts
 

I thought that I had chosen "wisely". 

I found McIntosh at many high end dealers and so I thought they would stand by their equipment.  As for Revel / Harman, maybe things fell apart after the acquisition. 

I also thought AA in N.Carolina was a good dealer, and I think they were when Leon ran things, but not so much after he became less involved.  

Maybe its time to re-evaluate every year or two.

What brand would you say is now  "premium" and stands behind their "high end" products?

 

noromance's avatar
noromance
10,187 posts
 

Big mainstream "high-end" manufacturers and dealers want to unload expensive and highly profitable gear to folks willing to pay. They don't want the grief of after sales which cuts into the easy transaction of the sale. The best type of manufacturer is likely the one man shop type of enthusiasts selling quality products for reasonable prices.

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