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in communication.
Four stars: the owner/manufacturer writes you directly about inquiries and only answers factually - not promoting or marketing or deal-making or such matters. Follows-up with any of your follow-up questions.
Three stars: a head of a department answers and offers good explanation for your inquiry.
Two stars: partial answering (example - 2 out of 4 questions answered); with follow-up
One star: basically no communication.
If the manufacturer answers questions on audio websites, that might be considered a 'plus' in the above rating; also, if a telephone number is given, that would raise the above rating; also, if you know the manufacturer communicates well with other customers, that can help the above rating.
I'm looking for four-star ratings on communication alone.
Thanks for interest.
Roger Wang
Follow Ups:
I have read many times over that Pass Labs is a 5-Star!
.
Over or around a decade ago I sent my MAGNEPAN MG-1 speakers back to the factory.
About a week later I got a call asking 'what color grill cloth do you want?'
Speakers appeared another week or 10 days later.
Any company with THAT level of support gets MY vote.
Too much is never enough
Cheers to Ralph and Victor!
Vbr,
Sam
+1 for Victor @ BAT. I had a VK-5i that needed work and Victor took very care of me, he also gave me a tour and introduced me to everybody when I went to pick up the unit.
3 to 4 stars
Boris at Vista Audio
VPI
Steve at Decware
Kevin at Upscale Audio-technically not a manufacturer but handles distribution for Primaluna
Reference 3A sent me a manual 3 days after I asked if i could get one
I only have used gear from these companies but they all answered my questions and helped me out when i was getting started or just had questions.
Kevin at Upscale? Don't think so. "I can't sell you tubes dude. You have Audio research" meanwhile his competitor sold them to me and he thinks Kevin is a joke.
Are all great on the communications front as well as producing great sounding equipment. Thanks to Jim White, A. J. Conti and Mike Sanders for their contributions to high end audio.
Richard Gray Power Company. Jim and Tammie are unbelievable! Whether by phone or by email my experience with the company and their staff has been the best.
...great examples of effective customer service and communication.
See ya. Dave
+1 for both.
Richard Schram personally answers my questions:
Too much is never enough
Ralph at Atma-sphere whether by e-mail or over the phone he has always surpassed my expectations. Jim McShane is another.
If Kristin Boyd of ModWright takes more than an hour to get back to me, I figure she must be ill.I've also had good luck communicating with Gallo, VPI, and CJ.
Among vendors, Audio Advisor has been hard to beat, IME.
EDIT; How could I have forgotten Oppo? Seriously topflight.
Edits: 11/04/14
The punny nickname "ModWrong" appears on the internet. Why?
Beats me. There's always a naysayer.
Actually, the nickname was used by Winston Smith here at AA but his reasons are unclear.
**** Rogue Audio - Mark O'Brien
**** digitalpete.net - Pete Fulton
**** Signal Cable - Frank Dia
I wouldn't even hesitate to do business with any of these guys in the future.
As far as a dealer is concerned - four big stars to Galen Carol of Galen Carol Audio. I'd purchase gear from him without any doubt.
Cheers,
Al
I live in a small country with some great audio manufacturers. I think that communication with the customers is possible to a greater extent than is practical in a giant country like the USA.
For example both dCS and ATC have gone to the trouble to send members of their design/engineering personnel to my house when I have had problems. Other impeccable responses are from Naim, J. A. Michel, Arcam, Quad and SME (albeit without a home visit).
In fact I cannot think of a less than good response from any of the British manufacturers I have dealt with for nearly 50 years.
Kudos to Chris Somovigo over the pond too.
Just where I live I guess.
interesting how smallness nets such good results. what about throughout the united kingdom?
roger wang
I had excellent communications with Artisan Silver on the Isle of Wight when I had him custom-terminate a headphone cable for me last year. (The cable was excellent too).
Everything is going to the dogs
Well I don't think that you can expect a home visit if you live in the Shetland islands (check a map).
Edits: 11/04/14
I can't say as I only live where I live. However You may get an idea by having a look at the UK based audio hobby forums like:
The Art of Sound
Hi Fi Wigwam (2 Channel debate)
Pink Fish Media (Audio)
I've had good luck with most all I have dealt with but
Special Mention for Conrad -Johnson for their quick availability on the 'phone, and e-mail and very fast turnaround time over the last 20+ years and Nottingham turntables, etc. for exceptional service and help. Both have been outstanding and consistently so.
Edits: 11/05/14
i realize that - just wondering if the small-country care applies to other parts of the u.k.
roger wang
Check a couple of postings upwards. My reply to your further question has posted in the wrong place so it is out of sequence. I can'[t delete and re-post it I am afraid.
I concur Roger- we should accept nothing less than 4-stars from any company.
CJ is first rate and always answers emails fast.
Musical Fidelity- F them! I've emailed them as a product owner a few times and never received a reply.
ET
.
George at Zesto audio I would rate 4 stars. He is always available as long as he is in town.
Direct, clear, prompt communication.
Also Jim McShane - not a manufacturer, but great to deal with and a good communicator.
Hon. mention: John Bau, who graciously answered technical questions on his Spica speakers many years after he went on to other ventures.
WW
"A man need merely light the filaments of his receiving set and the world's greatest artists will perform for him." Alfred N. Goldsmith, RCA, 1922
Vandersteen Blah!
good to me, as well as Classe.
I've owned several Herron products over the years. When I contact the company with questions, I always hear back from the owner Keith, usually within hours.
Very much like Merlin; small audio companies with owners that are visionary, passionate about great sound and provide excellent customer service.
I am impressed by Atlantic tech...
If I say Bryston I will get ear splitting comments.
EAR SPLITTING COMMENT
"Once this was all Black Plasma and Imagination" -Michael McClure
5 stars for Bobby @ Merlin Music.If I call Bobby picks up on the other end, if I email he replies (even from home!). I get straight answers to my questions with no sales BS.
I was turned onto Bobby's VSM speakers by a fellow music lover back in the early 2000's and have been using them ever since.
Merlin speakers are affordable, take up little floor space, integrate easily into the room, are easy to drive and sound wonderful, great people and communication, great warranty and upgradeability, and they look good too. What more could you ask for?
edit: yeah I know, the rating only goes to 4 stars but Merlin shoots for the stars... :-)
Edits: 11/04/14
The irrepressible Bobby P will take the time for anyone, anytime. He has my utmost respect in that regard.
Bobby P tried to sell his speakers behind my dealers back. That's very reputable.
I have owned several Merlin speakers over the years. Currently have a pair of TSM-MMM with Master RCs in a second system. Really like them.
Great company, great products, great service.
.
then I will.
Always feel as if you view this place as some sort of petri dish.
Participation please.
"Once this was all Black Plasma and Imagination" -Michael McClure
it's noted below under a (more respectful) poster's posting.
IN ADDITION, PLACING YOUR OPINIONS WITH YOUR QUESTION IS NOT FAIR AS IT BIASES ANSWERS. I DON'T BELIEVE A O.P. SHOULD INCLUDE HIS/HER OPINIONS.
Roger Wang
Well, that's your opinion, which you have every right to.
In your OP you are NOT asking for or seeking opinions, you're asking for others to share THEIR
experiences with manufacture's and "grade" the experience according to a scale and terms you've set.
So, WHAT is your experience within the context of your query?
Try to participate in the discussion you've started, give it the old college try.
And respect is not given willy nilly, it is earned.
See if you can earn some.
"Once this was all Black Plasma and Imagination" -Michael McClure
.
you really need a lot of reminding.
(plus i did give my opinion under another poster's more respectful questioning - you missed that point, T.O.O.)
roger wang
You've missed my point(s) (or chosen to ignore them) AND still can't discern between an opinion and relating experience.You've chosen to participate in the wrong manner. We could do this all day but I'm finding it (and you) mighty tedious.
"Once this was all Black Plasma and Imagination"-Michael McClure
Edits: 11/05/14
4 STARS: JansZen (speakers) Lead Designer/Manufact. David (Janszen) has been a saint communicating with the likes of my questions and ideas.
1 to 2 STARS: Magnepan Sorry to say my experience with them has not been saintly. Great product (I have 1.6s), with sparse, stiff and non welcoming communication.
robss
N t
4 stars to Parasound, 3 or 4 stars to Ayre, and, although it doesn't fit the descriptors, Oppo is fantastic about responding rapidly with a detailed email reply, so I'd give them 4 stars for communication. Before Madrigal sold Proceed, it was 4 stars, but since Harmon it's 2 stars at best.
db
Harman Int'l = gravy sucking pigs.
You mean Harmam Chinese?
4 STARS: Stillpoints, Telwire, Shunyata, Audio Nirvana (speakers).
3 STARS: Simaudio
... now for dealers - that is another question.
robss
.
I should also give Nola Loudspeakers 4 stars. Mr. Marchisotto is a somewhat shy man, in my limited dealings with him, but that should not be mistaken for a lack of willingness to talk about his products. Furthermore, he still will do whatever he can to make you happy about his older products, Alon speakers. He refoamed my woofers and provided me with detailed instruction on refurbishing my Model IVs including also replacing the monopole tweeter with a dipole model.
Kevin Hayes of VAC and Dennis Had, formerly of Cary and currently with Inspire are two that immediately come to mind. Dennis' enthusiasm is particularly contagious.
Bought a USED Sanders Magtech for my Maggie 3.7's...Had a few questions, called Roger Sanders, we spent 45 minutes talking about my concerns, put all concerns to rest and then some.
Asked about his mono-blocks, said he would give FULL retail price for my stereo amp trading in towards a pair of mono's...Really??!!??
Roger manufacturers ESL speakers, (which he makes a different amp for that type of load) and yet manufactures an amp for a competing speaker platform...how cool is that...
(FYI: this is an amazing amp for the difficult Maggie load)
Grant VanderMye at Mye Audio, just a total class act. Made him jump through hoops on a custom color; he went to great lengths to make sure I was happy, kept me informed the whole way through the process and then did follow up just to make sure I was satisfied...And by the way, no up charge for the custom color...
Thanks
Mark
Always nice to see my name pop up out of the blue. As for custom colors, I do my best; mostly it's about waiting for a special color to be loaded.
5 Stars to the following:;
Sanders sound - Roger
Signal Cable - Frank
Marchand - Phil
Mye stands - Grant
Magnepan
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My Q201E sub was giving me a problem so I sent a webmail to Sumiko, the USA distributor. It took them a week to tell me that the parts to repair the sub were no longer made so I was out of luck. When I asked them to send me a schematic so I could fix it myself. it took them 4 weeks to respond that it is their policy not to provide schematics for their products.
Fortunately, I was able to take it apart and fix it myself. I doubt that I would ever purchase another REL product.
Years back, I was very close to purchasing a pair of the metal balled Nucleus Reference II speakers.
The speakers were in the black finish, and absolutely perfect, with one glaring problem - the CDT tweeter on one side was damaged.
The speakers were all of about 4 years old at the time, and the seller was going to give me an awesome deal.
Well... the deal WOULD have been awesome, if Gallo was willing in any way to repair or provide a replacement tweeter. Their answer at the time was pretty much - no support, you're on your own.
So, I didn't buy the Gallos. I'm sure the seller just lowered his price & found someone else to buy them.
Would have given them between 1 and 2 stars at that point.
And yes, I DO now own Gallo Acoustics Nuc Reference 3s...
Mike Sanders Quicksilver Audio. 4 stars!
Mike Sanders is obviously passionate about his products. They are well crafted with the emphasis on function rather than form. His amps are built like a tank and sound exceptional. Nice guy to talk to also, he picked up the phone when I called and was very helpful.
DITTO!
I should also mention conrad johnson, I had a strange hum regardless of volume setting that I was working with them to solve. The next day I left them a message saying how great my new Classic was and that it just had a bad tube. I couldn't believe that I got a call on Saturday from Dr.Lew Johnson to say thanks for my purchase and that he would be sending out a replacement tube. I have also talked to their staff regarding my past McCormack gear and they've been great. Not always easy to get on the phone but they ALWAYS answer e-mail. Another group of guys that are passionate about music and the instruments they build to play music...
I wanted to add that I sent a query to CJ via email back in late August- to date, have never had any kind of a reply?
Second,
Richard Gray is very attentive to email/phone call(s).
Can't beat that! I doubt any of those Chinese manufacturers would give you first class service like those guys.
nt
Decware, owned by Steve and Devon Deckert. **** Four Stars!
DNA Audio, owned by Donald North. **** Four Stars!
I'll give four stars to both Parasound and Gallo. I have communicated with Parasound several times with questions about my preamp (P5) and they were incredibly responsive. I own two of their items now, a P5 pre and an A23 amp, and will likely at some point upgrade the amp to the A21.
I don't own Gallo speakers but find them very interesting, and communicating with them definitely gives me a warm fuzzy feeling about any future purchases of their products. I just got my old Alon IVs back together and don't plan on any two channel upgrades, but I am seriously considering a whole knew HT system in the living room, which includes Gallo speakers on a very short list, at least partially due to my past communications with them.
If you ever call this company, be prepared for an hour long conversation with the owner and designer, Roy Johnson. I no longer own his speakers, but when I did he was always available for any questions, troubleshooting, setup, etc. And of the three pair I owned, all were purchased on the used market. He didn't care, he just wanted happy GMA owners.
On the flip side of that, I needed a driver repaired in a used Vandersteen speaker once. You would have thought I was a telmarketer calling Richard Vandersteen.
Oz
Don't worry about avoiding temptation. As you grow older, it will avoid you.
- Winston Churchill
Richard Vandersteen is known for being arrogant.
I still remember this... I bought a pair of Vandersteen 2W subs on Agon many years ago and called Vandersteen asking a simple set-up question, I was transferred by the receptionist who was noticeably cold in her demeanor to Mr. Vandersteen who was by far the 'most' arrogant and uncooperative SOB I ever had the displeasure of talking with. I called asking for simple and easily provided info and you'd think he thought I kicked his dog. I don't know if he was just having a bad day or what but needless to say since then I haven't so much as even looked at Vandersteen products again. I've heard others relating similar experiences so I know mine is not unique. When I finally got the subs dialed in they actually sounded pretty good, shame the people standing behind them are such bastards.
I will never buy Music Hall products because of the attitude Roy Hall presents in print and the few occasions I've seen him at shows. Is it an act? I don't care.
See ya. Dave
Thanks! for sharing. It is this kind of non-sense that we (audiophiles) should never tolerate!
Richard Vandersteen may be short with Sudz, but I have found him most helpful. I bought my 5A's in New Jersey, and after a couple of years, moved to Arizona. Richard set up my speakers here for this room. Excellent service, and great products.
I once called the manufacturer of my amps (MC2 Audio) with a fairly generic technical question and the receptionist connected me directly to the owner/designer with whom I had a nice half hour chat.
They weren't that small at the time, producing between 7000 and 10 000 amps per year.
The other time I rang them I had sent one of the amps to be serviced. I was connected directly to the service engineer who had my amp in front of him as we talked.
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Rogue audio was outstanding in answering my noob questions Very helpful
What is your experience?
mccormack and gallo are very responsive and so is bobby merlin.
roger wang
Don't look at Conrad Johnson products for high marks in communication.
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