Help all ye Triplanar Gurus

The phone is always the best method for service issues because you never really know if e-mail makes it.

Tri's integrity wasn't questioned (but now the whole ISP excuse makes one wonder). I challenged the supposition that cottage industry vendors shouldn't be expected to provide good customer service and that waiting for 2 weeks for a response was reasonable.

Tri's integrity wasn't questioned (but now the whole ISP excuse makes one wonder). I challenged the supposition that cottage industry vendors shouldn't be expected to provide good customer service and that waiting for 2 weeks for a response was reasonable.

Well, you didn't question his integrity. But now that you have a reasonable explanation you are going to do just that?

So, what is your experience dealing with Tri?

C'mon people!

I never questioned anyone's integrity !!If Tri has done as stated I offer my unconditional apologies and thanks. Just goes to show what a wonderful forum A'gon is with a truly great bunch of guys ( well most of them...!!).
Cheers

This is not bad service but a complete disregard of the customer.

Did you not post this?

I understand completely your frustration with the situation. But you obviously jumped to a worst cast conclusion without getting all the facts. You publicly raked this man's hide over hot coals. I hope you understand who it is that stepped in to help you (and help Tri) by contacting Tri on your behalf. I only wish you had asked around here about what others think of Tri and his business practices before going off on him.

It is justified at times. I have had to do just such a thing recently on another public forum. In my case it was after giving this person $2K and not getting anything but the run around for 2 years. To make this story short, it eventually came out in the forum that I may have been waiting the longest but I was one of many who had the same problem with this person. That public thrashing did help in that situation and I believe people are getting their orders. Matter of fact, mine is due in the shipping terminal today.

I wish you the best of luck getting your Triplanar fixed and most definitely get that mounting issue straightened. The MintLP is most definitely worth being able to use.

Sunnyboy,

I was fairly well surprised at the path this thread has taken in the weeks since I last visited it.

When I last visited this topic, it was privately, in response to an e-mail you sent me. I commented to you privately about the fact that your dealer makes a markup and part of this is earned by handling customer service issues.

I further explained the reality of small manufacturing to you, and while I didn't state it explicitly, perhaps I should have mentioned that a "proper" customer service organization costs money and would be reflected in a retail price that would likely add $1,000 to the price of every tonearm. This is reality.

Whether your dealer actually tried to contact Tri Mai is something you never called into question. You took his word at face value and yet chose to soil Tri-Planar's name on this forum. I find this "interesting" as well, but will let this one slide as evidence of your frustration.

Dan and Ralph have explained this in public for you as well. Perhaps this is a language problem, but you do yourself no favors in spending time posting on this forum when you could easily pick up the telephone.

I'm not trying to be harsh, and I understand your frustration at the sinking feeling of having stripped a thread.

I would bet that every one of us on this thread has learned about working with a steel screw tapped into aluminum the hard way.

I would further bet that each and every one of us was frustrated at a minimum. Some of us were lucky and did not do this to a $4,700 tonearm. I learned on an aluminum cylinder head years ago :-(

We are sympathetic, but Dan, Ralph and many others on this thread take exception to the manner in which you have approached the problem.

Others disagree. To those of you who do, I suggest that you take up a pool amongst all perspective Triplanar owners to pay the true economic cost of a customer service organization for a small, cottage industry.

I suggest that you take a deep breath, re-read this thread, and get on the phone with Tri Mai. He is a man up extraordinary integrity. If you search the archives for posts of mine, you'll note that I do not treat such a statement lightly.

Cheers,
Thom @ Galibier