Why I Like Thiel

Hi all-
I have some 3.5's that are "slightly" out of warrenty (4-5 yrs?) and I have had a couple problems with them over the last 2 years.
Shari (customer service rep.) ceases to amaze me with here concern for my 3.5's, and has always helped me take care of the problems with my speakers.
Her service is of professionalism and compassion.
She sincerely cares that Thiel owners are happy owners.
I took my 3.5's all the way to Ky. from N.Y. last year to have some repair work done and my speakers were brought 100% up to spec.
While there,I felt I was treated as the most important customer they have. (so,so coffee though) :~)
I have had other products over the years needing customer service and I can rate my findings easily.
They go from BAD to THIEL.

High end needs to take a serious look at what Thiel is doing. I can count on one hand the manufacturers that go the extra mile, and I've dealt with many over the years. Hey, if it's a hassle to buy your product or get it repaired, then I'm not coming back when it's time to upgrade.

Later,

On a side not -

Why are most manufacturers so anti-handicapped? I'll explain my situation and even offer to send them a letter from my doctor and a copy of my handicapped ID. In addition, I'm willing to pay a fair price including local sales tax and shipping. I know that they are trying to protect dealer territories and I'm willing to deal with the dealer that is close to me. I've found very few companies willing to accomidate me. I guess the "reasonable accomidation" clause in the Americans with Disabilities Act doesn't apply to high end.

Prpixel- Hopefully I am not too much off topic, but what is it that you mean by handicapped? It is shocking to me, but truthfully I have never thought to investigate this aspect of a companys service record.And this is something that really matters to me!

Timf,

I'm not going to list the specifics of my handicap in a public forum. However, I will tell you that I'm pretty much confined to my home. Except for the occasional doctor’s visit and grocery shopping/errands on Mondays, I don't leave the house. My wife works long hours and I try not to monopolize her free time by having her run me around. In addition, she just doesn't like to drive, which rules out long trips. So, this pretty much makes me a prisoner in my own home six days a week. It's gotten so bad that I actually get excited on grocery day.

Anyway, not being able to make it to dealer’s showrooms to audition and purchase products has really limited my selection of gear. I am forced to do the majority of my shopping via the internet. So much so, that I keep beverages and snacks on hand for the UPS/FEDEX/USPS people. However, the majority of "hi-end" manufacturers refuse to ship product without making at least one visit to the closest dealer. Well, unless that dealer is no more than 25 miles away, it just isn't going to happen. I've pleaded and begged. Assured them that I wanted the product, would not return it, and understood the risks involved to no avail. If I'm willing to fax them a copy of my handicap ID and pay the asking price and shipping, then what’s the problem? It's either we do business this we, or I go to the next guy.

I'll give you an example-

Last year I was in the market for a new pair of speakers that I heard at the HiFi show. I was impressed with the sound even under show conditions. So, I called up the closest dealer and tried to buy a pair. He informed me that the manufacturer’s policy prohibits shipping the product and he could loose his franchise. Understood, so I called the manufacturer, and explained my situation. They informed me that they were sorry, but they couldn't accommodate me. So, I got on the phone and started calling every dealer working my way out in an expanding circle. Finally, after about 12-15 calls, I came across a dealer that just happened to be handicapped himself. He agreed to sell me the speakers if I faxed him a copy of my ID and a letter from my doctor. Fifteen minutes later the sale ($8000) was complete. Over the last year or so, I have spent about $15000 with this dealer who I have never met in person, and who I don't even know what he looks like.

So, my message to "hi-end" manufacturers is "If a customer has mitigating circumstances, which preclude them from completing a sale in person, then follow the law and accommodate them." After all, there are two reasons we buy these expensive toys: superior performance and superior customer service. And, at the prices we are paying, we deserve both.

Sorry about the long rant....