has anyone had problems with wadia service?

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.

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.

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.

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.

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?