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has anyone had problems with wadia service?

i have a wadia 381, and for some reason when it is turned on it now emits a high pitched tone, which can best be described as sounding like that of a flying insect. i have called wadia several times and most of the time i get an automated message - on some occasions i get an announcement saying "thank you for calling wadia" other times it says "thank you for calling audio research". it almost seems like there is no one there. the whole thing just gives me the sense that something strange is going on (like, maybe wadia is about to go under).

in any event, i am currently stuck with a cd player that doesn't work and no apparent way to get it fixed. has anyone else had problems contacting wadia?
paperw8
paperw8 OP
165 posts
 
i don't fault seattlehifi for providing vigorous defense of wadia; after all, as a dealer of wadia products, he has a vested interest in protecting the integrity of the wadia brand name. it is not my objective to assail the reputation of wadia.
facten
2,947 posts
 
Companies merge all the time and those that do it well ensure maintaining high levels of customer service are first and foremost; this should be especially true in an industry such as audio that is not a crucial staple rather it relies upon customers willing to spend disposable income.
jwmazur
191 posts
 
I thought it curious that after Seattle Hi-Fi's offer to help, Paperw8 went on bemoaning his experience. It could have all ended right there on a positive note.
seattlehifi
70 posts
 
If you want results you have to use the systems that are already in place. Dealers are not the middlemen - they are the front lines. And repairs are not marked up in any way by a dealer so there should be absolutely no hesitation to contact a wadia dealer in your time zone and put them to work for you. Wadia dealers exist to serve the needs of existing and prospective wadia customers.

Even the largest and most profitable manufacturers, say for example the B&W group, don't allow direct contact between consumers and the corporate office. If a consumer chooses to handle their own service they can download a form from the company website (which requires a bit of navigating), complete the info, and email or fax back. At a later time, the consumer will receive an email or fax response with instructions.

No live support outside of the dealer network. This type of structure is quite commonplace and efficient for all parties involved. Many times dealers can troubleshoot or offer solutions / quick fixes which would save the customer time and tmoney.
seattlehifi
70 posts
 
Sorry, I do not understand the logic in thinking that wadia is at fault because they have an established dealer base but then should also be set-up to handle consumer direct issues when they do not sell consumer direct. I think some people would just prefer to complain than solve the problem. When I contact Wadia I can contact my account manager, regional manager, or corporate officers.

However, even with the offer to supply those contact numbers paperw8 has yet to contact me.

No one is at fault here and I am simply offering assistance. I haven't seen anyone else jump in to help as of yet - am I wrong?
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