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Hi Fi companies and customer contact - worst and best

98.145.163.72
Posted on August 12, 2014 at 12:48:18
mbnx01
Audiophile

Posts: 7956
Location: Eagle, Idaho
Joined: October 22, 2004
 Conrad Johnson. Their webpage is a mess - doesn't work at all. Can't get product info, contact info, nothing. Been like that a LONG time.

Peachtree. They rarely answer the phone anymore and a VERY slow at email. They used to be so good with customer contact.

W4S had a horrendous problem recently with a new phone system. I call them up and TOLD THEM TO BACK IT OUT BECAUSE I HADN'T BEEN ABLE TO REACH THEM IN THREE DAYS. They did.

It amazes me that companies in the SALES BUSINESS can be SO BAD about customer contact.

Anyone else?

Oh, special mention to ARC - their phone message says 'if you need service send an email to....'. You know if I PAY TEN THOUSAND DOLLARS FOR SOMETHING I WANT THEM TO PICK UP THE DAMN PHONE WHEN IT BREAKS.

This stuff never happens with Rogue, they pick up the phone right away and it's usually the President of the company you're talking to.

'A lie is halfway around the world before the truth gets its boots on'. -Mark Twain

 

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RE: Hi Fi companies and customer contact - worst and best, posted on August 12, 2014 at 13:01:55
Inmate51
 A while back, I called Parasound, asking for a current phone # for JC. The woman who answered said something like "could you hold for a moment?". Then Richard Schram picked up and said "hi...". We chatted for a bit, he gave me John's #, and now I'm fixin' to buy a couple of their amps.

:)


 

RE: Hi Fi companies and customer contact - worst and best, posted on August 12, 2014 at 13:29:18
abs1
 I fully agree with you about Rogue. I own a Cronus Magnum and have never had any trouble with it, but I've called Rogue a couple of times with a few questions. Each time I called Mark O'Brien (owner/chief designer) answered the phone on their end and was more than helpful and very courteous.

As to ARC, their standard answer to complaints such as yours is to inform you that they prefer you to handle it at the dealer level. With prices like theirs the equipment owner should be able to speak directly with the manufacturer's service dept. without being required to jump through hoops. They've been much worse since being bought out by the Italians. Perhaps they wish to garner a similar reputation to that of FIAT? Maybe they're egotistical enough to believe there's nothing wrong with that?

Cheers,
Al

 

Huh? Had no problem getting product/contact/service info at CJ site just now - as usual. nt, posted on August 12, 2014 at 13:35:18
Rick W
 nt

 

Have you own an ARC?..., posted on August 12, 2014 at 14:03:28
kootenay
Audiophile

Posts: 8446
Location: Calgary, Alberta
Joined: October 16, 2007
 Just wondering, because I have never had any problems the way they handle the servicing of their products and I live in Canada. Based on my experience their customer service is first rate as I was able to talk to the lead technician if any of my tube amp, pre amp, cd player and or phono stage need servicing.

On top of that, they're very accurate with their cost estimate of the work to be done and prompt with their delivery and they'll even ship it on the new box if they think that the OEM box couldn't handle the shipment safely anymore.



 

Same experience here with schematic and service info for one of their "legacy" products (nt), posted on August 12, 2014 at 14:10:22
Steve O
Audiophile

Posts: 12381
Location: SE MI
Joined: September 6, 2001

 

Same here. nt, posted on August 12, 2014 at 14:16:10
Jim Treanor
Audiophile

Posts: 2167
Location: Pacific Northwest
Joined: June 1, 2003
 .
Jim

 

RE: Have you own an ARC?..., posted on August 12, 2014 at 15:13:06
abs1
 Is it always a beautiful day in your neighborhood? ;-)

But seriously:

I had what I would call extremely frustrating problems contacting ARC about two of their amplifiers (used in commercial service) that seemed to be 'eating' tubes at an alarming rate back around the time that ARC announced the Italian buyout of the company. At the time, when I went to the ARC website there was a message at the bottom of the service page that stated something to the effect that they were not providing an e-mail contact address for consumer service queries - "contact your dealer". Well, at the time the closest dealer had just gone out of business and other dealers (all quite a distance away) just weren't interested in handling our complaint. To add insult to injury nobody at ARC was picking up the phone, it would just ring and ring with no answer and no message interrupt. We were certainly not the only customers who encountered this during that time, as I traded e-mails with a few of them. I was even accused here on the AA by some ARC fanboy of dialing the wrong phone number. Yeah, right, I dialed the wrong number several times a day for over a week. Sure I did! Because of this situation these amps were quickly traded for McIntosh 275's, which have never had a problem. Funny that the same venture capital group that took over ARC also owns Mac!! Perhaps the company changeover went more smoothly in Binghamton than it did in Minnesota?

Now, after reading your post I became curious so I just went to ARC's 'site and noticed that they made some major changes to it including working e-mail addresses and telephone numbers. Good for them, and good for ARC customers. Perhaps others will profit from our misfortune.

Cheers,
Al

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 12, 2014 at 15:17:01
cdb
Audiophile

Posts: 2948
Joined: April 6, 2001
 Music Hall. Email inquiry regarding a replacement motor for a friend's turntable. No response. Noting that there is nothing on their website regarding service.
Personal lifetime ban on anything to do with them.

Selling dealer. Same inquiry; promised a look into to it and a follow-up with further info. Nothing since then.

ARC. Anyone else remember Leonard and his hand written notes way back when? The new guy is OK, but IMO the new overseas owners seem to have a different outlook for the company, based on their pricing for their newer stuff; specifically the SP-20 preamp and Ref 75 power amp @ $9k each.

Also their repair labor rate is $120/hour. Junked tubes have a $2.50 recycle fee. Replacement cartons are $20-195 ea. It looks like the new owners are really tightening up on SG&A costs.

Costs aside, I've never had a negative experience with ARC service. Telephone vs. email contact? Meh... A lot of companies customer reps will give their phone number after initial contact; Audience A-V for example.

 

Parasound, posted on August 12, 2014 at 15:18:12
mbnx01
Audiophile

Posts: 7956
Location: Eagle, Idaho
Joined: October 22, 2004
 I called to ask if their amps were stable on original Quads and Richard came on to tell me he had a collection of Quads!

Very cool.





'A lie is halfway around the world before the truth gets its boots on'. -Mark Twain

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 12, 2014 at 15:24:29
risabet
Audiophile

Posts: 3197
Location: SoCal
Joined: January 10, 2005
 PS Audio was great, called and spoke to technician about a legacy product (100C amp) and was given the name and number of the company that actually built the amps for them in Colorado? Got what I needed.

Tube Audio Design (the late Paul G.) was beyond belief, what a class act all around.

Truth be told I have had mostly good experiences with any audio repairs I've needed from either the manufacturers of technicians.


Science is the great antidote to the poison of enthusiasm and superstition.

Adam Smith

 

RE: Have you own an ARC?..., posted on August 12, 2014 at 15:26:16
kentaja
Manufacturer

Posts: 4614
Joined: March 26, 2001
 Yep. I was the fan boy. I remember the conversation. I also remember that I called the number several times and it rang right through.

Stuff happens. It is unfortunate that things aren't perfect in this world. Phone lines go down, automatic answering machines fail, people dial wrong numbers. Just all kinds of problems with the technology. And any number of other possible reasons you had issues.

But none of this could possibly be the problem. The ONLY conclusion one might reach is that ARC service is crap. When stuff goes wrong always attribute it to malice.

 

Sandersound has to be the best !!!, posted on August 12, 2014 at 15:34:51
macmagman
Audiophile

Posts: 501
Location: NW Indiana
Joined: October 17, 2010
 I had a problem with my amp and called the number listed and was floored when Rogers wife answered. He was not there but returned my call within minutes..

I don't see how it can get better than that !!

 

best & worst, posted on August 12, 2014 at 15:44:43
FrankC
Audiophile

Posts: 1230
Location: Silicon Valley
Joined: April 6, 2000
 BEST:
ARC (last time I called was when Leonard was still around)
Pass Labs
PS Audio

WORST:
PurePower: they've stopped answering phone calls and e-mails all together. I had returned a unit for repair two years ago after spoken to them on the phone to try to resolve an issue. I've filed complaints against them with BBB and Consumer Protection Agency. I came close to file a small claims against them, but it would cost me another $300 - $400 to do so, and need to fly to Canada to show up in court. I guess that's what they were banking on that I would not go through all that trouble.

Does Distributor count? I've purchased a German-made turntable. Can't communicate with them due to language barriers. Not sure what translation program they use, but they sent me a reply, and I have no idea what they were saying. The dealer is flaky, and their US distributor is not very helpful either. (Withholding info for now until I can get my issues resolved).

FrankC

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 12, 2014 at 15:50:18
b.l.zeebub
Audiophile

Posts: 9361
Location: 52deg 28'N,1deg56'W
Joined: April 17, 2006
 Called MC2 with an inconsequential technical question and ended up chatting to the owner/designer for 3/4 of an hour.

Another time I had one amp serviced by them and when I called for a progress report I was connected to the technician who had my amp on the bench at the time.
The full service cost me the postage.

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 12, 2014 at 16:15:10
middleground
 Ten thousand won't get you much at ARC these days...

 

WRONG!, posted on August 12, 2014 at 16:19:00
Awe-d-o-file
Dealer

Posts: 21037
Location: 50 miles west of DC
Joined: January 10, 2004
 """Conrad Johnson. Their webpage is a mess - doesn't work at all. Can't get product info, contact info, nothing. Been like that a LONG time. """


Do a little research before accusing. There have been times it hasn't worked but they fix it. While CJ has a basic site and they are slow to add new gear at times (because they don't really need to, it sells) everything you said above is wrong. The site works fine, has up to date product info and contact info as well as interesting detailed service info as they support ALL of their old products including the PV-1 where it all started. Under "Vintage Products" they show ALL their older models. All of us customers and dealers know how to get hold of them and it hasn't changed in many years nor has the staff changed much (R.I.P. Gatt!). A human also answers phones during business hours! In this case anyway you have added to "can't believe what you read on Internet posts".



ET

ET

"If at first you don't succeed, keep on sucking till you do suck seed" - Curly Howard 1936

 

RE: Parasound A+, posted on August 12, 2014 at 16:27:12
M3 lover
Audiophile

Posts: 6604
Location: SW Mich
Joined: May 29, 2005
Contributor
  Since: July 4, 2007
 I've commented a couple of times previously about great service from Parasound. Richard, Tony, and crew are first rate in my book.

"The secret of life is honesty and fair dealing, if you can fake that you've got it made." Groucho

 

Agree about TAD..., posted on August 12, 2014 at 16:38:19
slapshot
Audiophile

Posts: 2248
Joined: January 9, 2006
 ...Paul was much too young to pass away.

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 12, 2014 at 16:39:21
slapshot
Audiophile

Posts: 2248
Joined: January 9, 2006
 Among the best would be, I think: Pass Labs, Bryston, Magnepan.

 

Marantz, posted on August 12, 2014 at 16:39:57
slapshot
Audiophile

Posts: 2248
Joined: January 9, 2006
 For those who know, where would Marantz fall in this frey?

 

RIGHT!, posted on August 12, 2014 at 16:42:39
mbnx01
Audiophile

Posts: 7956
Location: Eagle, Idaho
Joined: October 22, 2004
 It's just dead links to me. And has been for months.

Maybe it doesn't like Chrome.













'A lie is halfway around the world before the truth gets its boots on'. -Mark Twain

 

Pass Labs and VPI by far the best!, posted on August 12, 2014 at 17:05:05
Potzrebie
 ARC the worst.

Owned ARC for many years, and found their tube power amps unreliable (tube failures blow out a resister, or go up in flames) and dangerous, PITA bias schemes. The balance controls, and switches on the preamps do not last!

ARC service costs are too high, it is a profit center!

 

Bea @ VTL, posted on August 12, 2014 at 17:13:34
LWR
Audiophile

Posts: 66808
Location: The woods
Joined: August 12, 2003
 remembers me whenever I call every few years or so. Pre-amp there now getting modded and tubed. When I bought it in Palo Alto at the Audible Difference, they flew up for the weekend, living in Sunnyvale and hand delivered the unit to me. A pleasure to deal with and great gear.

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 12, 2014 at 17:30:36
DeeCee
Audiophile

Posts: 769
Joined: July 6, 2001
 Best:

Aerial Acoustics - long ago when I bought my speakers, I called with a minor question and Michael Kelly picked up (owner) and addressed my question.

Pretty cool.

Green Mountain Audio - Roy Johnson (honcho) and I had a several email letter discourse on room acoustics (trying to cure some room ailments) and I wasn't even a customer... most impressive (definitely on my audition list if and when I consider new speakers).

Mapleshade was quite helpful when I called and Pierre Sprey (the boss) and I had a LONG discussion on jazz; pretty nice.

There are others that have been quite good. I think I've had better luck than most...

DeeCee

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 12, 2014 at 17:44:49
calloway
Audiophile

Posts: 729
Joined: February 12, 2000
 Tidal Audio...simply great professional service . If i have a question regarding my speakers ..the owner/designer answers the questions himself in a very prompt manner.could not be happier

 

Scott Nixon was a pleasure to do business with and, posted on August 12, 2014 at 18:33:49
G Squared
Audiophile

Posts: 8489
Location: Washington, DC Metro Area
Joined: November 16, 2004
Contributor
  Since: May 23, 2023
 makes great DACs
Gsquared

 

Merlin, Magnum Dynalab, Bel Canto, and Tyler Acoustics, posted on August 12, 2014 at 18:46:46
DKL
Audiophile

Posts: 1046
Location: Deland, FL
Joined: November 20, 2001
 have always been impeccable regarding customer service in my experience. Audience, Gershman Acoustics, and Conrad Johnson have also been excellent.

 

Thiel has been awesome for at least 25 years, posted on August 12, 2014 at 20:46:27
AbeCollins
Audiophile

Posts: 46295
Location: USA
Joined: June 22, 2001
Contributor
  Since: February 2, 2002
 I needed replacement floor spikes for my CS1.5 almost 25 years ago in the early 1990's. They answered the phone and sent me a full set of spikes free of charge.

A dozen years later I called because I needed some black touch up stain. Again, they answered the phone and sent me the touch up stain free of charge.

Earlier this year I called Thiel because I lost a few floor spikes for my Thiel CS2.4 when we moved. Same story. They answered the phone, and sent me a full set of spikes free of charge.



 

Spoke to Leonard at ARC a couple times to place orders for parts... , posted on August 12, 2014 at 20:54:55
musetap
Audiophile

Posts: 31879
Location: San Francisco
Joined: July 8, 2003
Contributor
  Since: January 28, 2004
 Easy to call and get a hold of him; professional, polite everything smooth and nice.
That WAS a few years back. I never have purchased any new ARC gear either.

INSTANT email replies and help from the fine fellow now running TG Audio.

Louis at Omega is a gem, instant email replies.

Same for the folk at JM Reynaud.

Can't think of any bad experiences...

"Once this was all Black Plasma and Imagination"-Michael McClure



 

It'son your side, posted on August 12, 2014 at 21:31:12
Stale
Audiophile

Posts: 3263
Location: So. California
Joined: August 3, 2001
 It works in Firefox, Chrome and even iExplorer.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
"One must be sane to think clearly, but one can think deeply and be quite insane."

 

RE: Spoke to Leonard at ARC a couple times to place orders for parts... , posted on August 12, 2014 at 22:42:36
Potzrebie
 Leonard is long gone!

The last time I talked to him, he had the personality of a clam!

 

Super Service, posted on August 12, 2014 at 23:05:17
George3
Audiophile

Posts: 43
Location: West Texas
Joined: January 9, 2008
 Purist Audio Design.... Jim Aud is just an absolutely wonderful person to deal with and over the past fifteen years has always, always, been there for me whenever I had an issue,(which rarely ever happens) a question or just requiring some information.

If all audio companies were run this way we would be a far happier community......

 

As others have said, CJ should be near the top of anyone's BEST list . . ., posted on August 12, 2014 at 23:14:36
JoshT
Audiophile

Posts: 6622
Location: Eastern Massachusetts
Joined: July 4, 2000
 While I find the set-up of their website clunky, it has always been up and running and accessible to me, whether I use Internet Explorer or Safari (I do not use Chrome), and it's a treasure trove of information not only on current products, but legacy products as well.

Also, CJ has always responded promptly when I have contacted them by phone or email, even for arcane questions about out of warranty products. And, they just fully restored my 14 year old MF2250 promptly and for a very reasonable price.

With all due respect, I think it is just odd, and unfair, to list them in a "worst" category based on your limited, and seemingly very unusual, experience. It's a fantastic, customer-oriented small U.S. business and deserves better.
___
"If you are the owner of a new stereophonic system, this record will play with even more brilliant true-to-life fidelity. In short, you can purchase this record with no fear of its becoming obsolete in the future."

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 13, 2014 at 02:49:48
BCR
Audiophile

Posts: 2446
Location: connecticut
Joined: April 7, 2009
 BEST:
Quicksilver Audio
VPI
Grado Labs
SVS

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 13, 2014 at 03:43:31
pbarach
Audiophile

Posts: 3307
Location: Ohio
Joined: June 22, 2008
 Oppo generally responds in less than a day to customer emails, often as quickly on weekends. Burson Audio responded very quickly to several emails about the fine headphone amp I bought from them.

Denon is another story. There is a problem with one of their higher-end receivers (AVR-4311) that causes garbled sound from Netflix. They have promised a firmware update for months. Some customers got offered the opportunity to return their AVRs and exchange it for a brand-new, higher-end model for a small amount of cash. Others have been told they will get callbacks that never come, the issue has been escalated, "nobody ever reported that," etc. It's been going on for months.

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 13, 2014 at 04:35:18
woober goober
Audiophile

Posts: 727
Location: Atlanta
Joined: November 6, 2009
 I have been blessed with wonderful support/responsiveness from nearly every mfr/dealer I’ve dealt with: Dr. Lloyd Peppard (Mapletree Audio); Frank Van Alstine; Mike Dzurko (ACI Audio); Jim McShane (tubes); Brent Jesse (tubes); Jim Goulding (DiffractionBeGone); Jim Thompson (EgglestonWorks); Alex Sventitsky (WyWires); Chris VenHaus (VH Audio); Glenn Kuras (GIK Acoustics); Steven Harris (Playhouse Audio); Vlad Bazelkov (Audio Mirror). Even those from whom I ended up not purchasing: Jim Salk; Ed Schilling; Duke LeJeune.

I have had only one poorly handled incident and that was with a local Atlanta dealer who is a real jerk whom I shall avoid like the plague.

 

It sure loves MY Chrome., posted on August 13, 2014 at 04:44:16
Dave Pogue
Audiophile

Posts: 11689
Location: DC Area
Joined: October 9, 2001
 I just went there to re-confirm it. Great site, great service. Period.

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 13, 2014 at 04:51:13
Dave Pogue
Audiophile

Posts: 11689
Location: DC Area
Joined: October 9, 2001
 Best ones in my estimation and experience, in no particular order:

Aesthetix
Conrad-Johnson
deHavilland
ModWright
Oppo
VPI
SoundSmith
Jim McShane
PS Audio

Can't think of any "worsts"

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 13, 2014 at 05:59:53
Jack G
Audiophile

Posts: 9740
Joined: September 24, 1999
 I haven't really needed customer service all that often. That said, many of the smaller companies that sell directly to the customer tend to have very good service-they pretty much have to. The one that stands out the most is the now defunct Wright Sound labs. I phoned them frequently and spoke to George who was always patient and polite, even when I wasn't. He answered all my questions, and even custom built some mono blocks for me. Honorable mention also goes to Oppo.

Worst: Bel Canto.
Years ago I wanted to buy/audition the eVo2i. With no dealers near me, I called them and asked if they would sell directly, or if they knew a place that sold online/over phone. They said the closest deal was Sound By Singer. I called S by S and they said they didn't sell over the phone and I would have to come in in person. That's a 4 hour drive each way. Not going to happen. I called Bel Canto back and explained that S by S didn't sell that way. I was told, that the closest dealer was...Sound By Singer. These circles went on for a while. I eventually got one from a place in Canada. They shipped. The amp is now in my video system. Fast forward to about 9 or so months ago. I needed a new remote, so I emailed bel canto and asked if they still had any of the old remotes, or if there was a suitable substitute. I got an automated response saying they received my email and would respond soon. Nothing. Did this twice. Nothing.
I'll never buy their products again.
jack

 

RE: Gotta Mention Bottlehead, posted on August 13, 2014 at 06:15:32
amioutaline?
 For nearly twenty years the standard by which other DIY sites should be measured.

 

You've known some interesting..., posted on August 13, 2014 at 06:33:10
musetap
Audiophile

Posts: 31879
Location: San Francisco
Joined: July 8, 2003
Contributor
  Since: January 28, 2004
 clams!

"Once this was all Black Plasma and Imagination"-Michael McClure



 

RE: Gotta Mention Bottlehead, posted on August 13, 2014 at 06:33:19
marlin
Audiophile

Posts: 154
Location: Sandy, Oregon
Joined: November 20, 2012
 From my limited experience in no particular order:
Best:
Von Schweikert Audio; I called to purchase their bottom of the line speaker and Albert himself took my order. He even called me back twice to keep me updated on the progress (built to order). We had a 30-40 minute conversation on cable selection and construction. A true gentleman.

Brent Jessee Recording; Very knowledgeable and helpful with NOS tube selection. Stands behind his product, goes beyond what is expected as a dealer.

Jim McShane; great personal service, expansive knowledge base.

I have not had any bad experiences with audio dealers.
Without music what is there?

 

Decware..., posted on August 13, 2014 at 06:45:09
genungo
 Whenever I've contacted Steve Deckert with questions he was always quick to respond and he always seemed willing to engage in friendly conversation. It's been a while since I've owned Decware gear but I would not hesitate to put his stuff at the top of my list again, should I ever want reasonably priced single-ended tube amplification.

 

Agreed... Sadly, we can continue to watch ARC descend into mediocrity since Bill passed on and his sons soldnT, posted on August 13, 2014 at 06:55:16
Cleantimestream
Audiophile

Posts: 7551
Location: Kentucky
Joined: June 30, 2005
 ~!
The Mind has No Firewall~ U.S. Army War College.

 

The boxes are gone... they will continue to slip, no more faceplates either~nT, posted on August 13, 2014 at 06:57:24
Cleantimestream
Audiophile

Posts: 7551
Location: Kentucky
Joined: June 30, 2005
 ~!
The Mind has No Firewall~ U.S. Army War College.

 

You seem so sure about this., posted on August 13, 2014 at 07:04:21
genungo
 Companies going through changes have their little ups and downs. Hope for the best.

 

Not wild about the layout, but works fine with all my browsers..., posted on August 13, 2014 at 07:50:11
David S.
Audiophile

Posts: 3552
Location: Mountains of WNC
Joined: August 31, 2000
 Must be something on your end...

 

RE: Sandersound has to be the best !!!, posted on August 13, 2014 at 08:23:12
Mark Man
Audiophile

Posts: 1079
Location: MN
Joined: January 31, 2010
 I bought my Magtech used and had a few questions, called Sanders, Roger answered the phone...told him I bought it used, did not matter to him...proceeded to talk my ear off for 45 minutes...it was a great experience....
thanks
Mark

 

Agreed . . ., posted on August 13, 2014 at 08:55:04
JoshT
Audiophile

Posts: 6622
Location: Eastern Massachusetts
Joined: July 4, 2000
 For example, I think Krell is going about it the right way even if they've had some hiccups and turbulence. I've been in email contact with Bill, their president, a few times for general questions about the new Foundation, and he's great at replying and a nice guy too. Also, they have made several firmware updates based on owner feedback, and sometimes within a day or two.

So, I'd add Krell to the list of Best, or at least the list of aspiring to be the Best.

But, weren't we talking about CJ? :-)
___
"If you are the owner of a new stereophonic system, this record will play with even more brilliant true-to-life fidelity. In short, you can purchase this record with no fear of its becoming obsolete in the future."

 

Lyngdorf - worst - they can screw themselves with or without clothes on [n.t.a.], posted on August 13, 2014 at 09:39:58
wangmr
Audiophile

Posts: 2410
Location: Downtown
Joined: November 29, 2012
 .

 

RE: Pass Labs and VPI by far the best!, posted on August 13, 2014 at 09:52:17
E-Stat
Audiophile

Posts: 37650
Joined: May 12, 2000
Contributor
  Since: April 5, 2002
 The balance controls, and switches on the preamps do not last!

Hmmmm. My SP9 is twenty five years old and hasn't suffered those issues. The startup timer opamp died about ten years ago and needed replacing. I didn't find service cost out of reason.

Can't speak for Threshold because my '81 Stasis has never needed service!

 

Another positive vote for VTL, posted on August 13, 2014 at 09:53:56
E-Stat
Audiophile

Posts: 37650
Joined: May 12, 2000
Contributor
  Since: April 5, 2002
 I had an output capacitor fail and she helped me diagnose the issue. While the unit was far outside of warranty, she sent me a replacement along with updated resistors for the power supply.

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 13, 2014 at 10:51:24
fantja
Audiophile

Posts: 15524
Location: Alabama
Joined: September 11, 2010
 I actually have an email request submitted to CJ now.
I will post when I get an answer to my query.
BTW, those in the know- why did CJ move its operation to a different location?

 

RE: Have you own an ARC?..., posted on August 13, 2014 at 11:43:31
abs1
 "But none of this could possibly be the problem. The ONLY conclusion one might reach is that ARC service is crap. When stuff goes wrong always attribute it to malice."

You having called the ARC number months after the fact has absolutely nothing to do with the difficulty that we had getting the amps serviced, and you damn well know it, fanboy.

The fact remains that ARC screwed up, and several owners of ARC components suffered because of it during the timeframe I am referring to. No excuses, no bullshit, and no red herring arguments need apply.

I'm done with this and have put it in the past, that is until the OP asked for examples of poor customer service which I gladly provided. You don't like it? Did I speak critically of one of your idols? Tough shit! If you wish to charge to ARC's defense like some lame Don Quixote you certainly have a right to do so. Feel free to have the last word on this if you wish, but you'll get no response from me.

Al

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 13, 2014 at 12:14:53
llanger
Audiophile

Posts: 58
Joined: April 28, 2013
 The audio stuff I have owned pales in comparison to most of those mentioned here...I've had limited contact with audio companies, as far as customer service is concerned.. Once I had a pair of ACI G3's. I wished to return them, called ACI, and said I thought my Infinity SM-120's had better bass. The representative talked at length to me, explaining "mid-bass hump", etc. I returned the G3's and still regret it. I then began to read Stereophile, to the detriment of my bank account.

 

RE: Pass Labs and VPI by far the best!, posted on August 13, 2014 at 13:13:11
Potzrebie
 I have had 3 SP-14's and 3 SP9's with those problems!

You were just lucky!

 

Must have been lucky..., posted on August 13, 2014 at 13:21:50
E-Stat
Audiophile

Posts: 37650
Joined: May 12, 2000
Contributor
  Since: April 5, 2002
 with an SP6 used for nearly twenty years prior to that, too. We'll have to wait and see about a new SP20.

Maybe you're just rough on controls. :)

 

RE: Must have been lucky..., posted on August 13, 2014 at 13:48:39
Potzrebie
 Chris the ARC service supervisor agrees with me, and he should know!

The SP 20 does not use the old switches. They have learned.

 

RE: CJ, posted on August 13, 2014 at 15:08:21
unclestu
Dealer

Posts: 5851
Joined: April 13, 2010
 IIRC CJ moved their facilities sometime last year. During that time period communication was a bit spotty and then to compound the issue their liaison man ED retired....

 

RE: Lyngdorf - worst - they can screw themselves with or without clothes on [n.t.a.], posted on August 13, 2014 at 15:30:13
genungo
 What happened?

 

The best: Manley, Metric Halo, and Bottlehead, posted on August 13, 2014 at 16:13:29
Bill Way
Audiophile

Posts: 1884
Location: Toms River NJ
Joined: May 28, 2012
Contributor
  Since: December 14, 2012
 They pay attention to their customers, they are responsive, and they do what it takes to make their customers happy.

WW
"Put on your high heeled sneakers. Baby, we''re goin'' out tonight.

 

Parasound +1, posted on August 13, 2014 at 17:58:33
Scottson
Audiophile

Posts: 706
Location: New York
Joined: July 13, 2004
 I've always had exception service - via both phone & email - from Parasound (very often from Richard himself).

 

CJ only moved one block over-maybe cheaper lease? nt., posted on August 13, 2014 at 18:40:53
MWE
Audiophile

Posts: 2202
Location: Burlington, NC
Joined: June 8, 2000
 nt
Mark in NC
"The thought that life could be better is woven indelibly into our hearts and our brains" -Paul Simon

 

RE: CJ, posted on August 13, 2014 at 18:43:10
fantja
Audiophile

Posts: 15524
Location: Alabama
Joined: September 11, 2010
 Right On! Stu-

CJ did move their physical location sometime last year. My question (if anyone has the answer) is simply, why?

For those in the Fairfax VA area, real estate is very, very costly.

 

No bad experiences for me., posted on August 13, 2014 at 19:55:58
R Browne
Audiophile

Posts: 1710
Location: So. Cal.
Joined: January 14, 2002
 Never had any bad experiences contacting audio companies.

I've contacted Audio Note UK on several occasions via e-mail and received prompt and complete answers from Peter Qvortrup. Back when Herb Reichert was the US distributor I was alway able to contact him by phone and he was very generous with his time. Excellent customer service on all occasions.

I've contacted Yoshi at 47 Labs on a couple of occasions and received a prompt responses with excellent service.

All of the contact occasions were for product/upgrade information. I never had any equipment problems with either.

 

Second Manley...(nt), posted on August 13, 2014 at 20:42:34
mkuller
Audiophile

Posts: 38130
Location: SF Bay Area
Joined: April 22, 2003
 (nt)

 

Definitive Technology , posted on August 13, 2014 at 22:23:49
MannyE
Audiophile

Posts: 2088
Location: Miami Beach
Joined: March 4, 2001
 Called to ask about my old BP2002 speakers and I was literally chased down by a very helpful engineer who called ME until he got me. That NEVER happens. A 20+ year old speaker and they treated me like I has just bought a Rolls Royce. Best customer service ever.

Kyocera also A+ but they aren't technically a Hi Fi company...LOL.

 

RE: Lyngdorf - worst - they can screw themselves with or without clothes on [n.t.a.], posted on August 14, 2014 at 07:52:41
wangmr
Audiophile

Posts: 2410
Location: Downtown
Joined: November 29, 2012
 no reply to any letter over a long period of time.

roger wang

 

Reliability Vs Customer Service, posted on August 14, 2014 at 14:22:54
Potzrebie
 The best companies produce reliable equipment that almost NEVER needs service, and when problems arises give great service! Those get my business.

There are companies that make good sounding "unreliable" equipment, that have to give good service to stay in business. They have a CULT following of customers that do not care about RELIABILITY!

There are bad companies that sell unreliable equipment with bad service. They do not last after the word gets out.

 

RE: Reliability Vs Customer Service, posted on August 14, 2014 at 15:17:16
sleepysurf
Audiophile

Posts: 66
Location: Tampa Bay
Joined: August 6, 2005
 I've been impressed with MartinLogan over the years (even after Jim Powers retired). Generally very responsive and helpful, even if you're the 2nd owner. Only negative is they've significantly hiked their prices for replacement stat panels and parts/accessories the past couple years (since Shoreview bought them).

 

Cleveland Plasma, posted on August 14, 2014 at 15:36:15
pbarach
Audiophile

Posts: 3307
Location: Ohio
Joined: June 22, 2008
 This is an online dealer. I was interested in purchasing a piece of equipment from them, but the manufacturer did not list them as an authorized online dealer. Cleveland Plasma insisted that they were just about to be listed on the manufacturer's website. I was cautious and bought elsewhere (Crutchfield). It's several years later and guess what--STILL not listed as an authorized dealer.

SVSound--I bought one of their AS-EQ1 equalizers, and they were consistently helpful and quick in responding via email and phone calls to setup questions.

Concerning dealers, I have always had great customer service from Crutchfield and Audio Advisor. Headroom (headphones.com) is a reliable dealer for headphones and related equipment, and they have been very helpful with purchase advice.

 

I agree! nt, posted on August 14, 2014 at 17:56:26
Potzrebie
 nt

 

RE: I agree! nt, posted on August 14, 2014 at 19:29:57
Jack D II
Audiophile

Posts: 1535
Location: Hot Springs, AR
Joined: June 17, 2009
 I've never had a problem with C-J. Easy to get on the phone and quick replies to e-mails.
My highest praise goes to Nottingham Analog. I sent my arm to their rep to be repaired and he refused to return it even though I had paid in advance. Frank at Hollywood sound (Florida)had handled Nottingham and got me in touch with the factory. Penny got me my arm quickly which hadnt been repaired well, repaired it for free and sent it back. All done quickly. Overnight e-mail response. I played it today (14th) and it sounds wonderful.

 

Apparently you didn't get the memo...., posted on August 14, 2014 at 23:43:51
FrankC
Audiophile

Posts: 1230
Location: Silicon Valley
Joined: April 6, 2000
 that Bel Canto does not believe in and support the Internet. The internet is just a fad that will eventually crumble and go away quietly like the 8-track tape. Brick and mortar store is the time tested, most efficient and effective business model. If you truly want a Bel Canto, 8-hour drive is nothing......

FrankC

 

Add VAC to the superlative column., posted on August 15, 2014 at 04:58:14
wazoo
Audiophile

Posts: 4062
Location: Middle GA
Joined: December 6, 2006
 Kevin Hayes answers email inquiries (unless he feels that Brent can provide a better answer, in which case, he replies to that effect when he passes the inquiry to Brent), and is all too happy to converse via telephone. In fact, when I've spoken to him, I've been the one who concluded the conversation. The depth of his knowledge is only exceeded by his passion.

One night, something bad happened (tubes, you know - a tube failed and a flame proof resistor went up in flames ;-) and I sent an email about it. Kevin replied the same night with a very calming message - don't worry about it; we'll fix it. Not only did the company repair my amp, but they upgraded it as well - it now has some new features from their Statement amp. Kevin said that he had never seen what happened to my amp and he seemed to take it personally (though it was certainly not his fault). The repair took a while, but that was because he and Brent were trying to incorporate the entire auto-biasing architecture into my Phi 300.1. The cost to me was shipping and a new set of tubes (it was time). Neither was the amp under warranty, nor am I the original owner - both facts were known to them. To say that I am satisfied with that customer service experience would be a gross understatement.

 

Hooray for Benchmark!, posted on August 15, 2014 at 14:48:51
The Duke
Audiophile

Posts: 536
Location: New Jersey
Joined: March 6, 2001
 A few years ago my Benchmark DAC1 under warranty developed a noisy volume control. I called Benchmark and they gave me a return authorization number. I sent it out via UPS on Tuesday. They got it on Wednesday. I received it back on Thursday! I live in Northern New Jersey about 255 miles from Syracuse NY. All I can say is hooray for Benchmark (and UPS).

 

RE: Have you own an ARC?..., posted on August 17, 2014 at 18:33:21
sudz1234@yahoo.com
Audiophile

Posts: 2956
Joined: February 20, 2011
 Arc runs their amps hot and are known for eating tubes. Kevin deal refused to sell me tubes to my vt-100mklll for that reason.

 

RE: best & worst, posted on August 17, 2014 at 18:35:19
sudz1234@yahoo.com
Audiophile

Posts: 2956
Joined: February 20, 2011
 Leonard was the best!

 

RE: best & worst, posted on August 17, 2014 at 19:36:30
mcdonald43
Audiophile

Posts: 212
Joined: November 21, 2009
 Best:
Atma-sphere
Electrostatic Solutions
Jim McShane

Worst:
Musical Fidelity

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 17, 2014 at 20:00:50
SgreenP@MSN.com
Audiophile

Posts: 3538
Joined: April 23, 2007
 Best customer service I found was VPI, Ayre, Vandersteen (Richard spent hours with me to help set up my 5A's in Arizona after moving them from New Jersey)

 

RE: Hi Fi companies and customer contact - worst and best, posted on August 17, 2014 at 20:57:11
shutterbob
Audiophile

Posts: 643
Location: Central Missouri
Joined: August 23, 2008
 Modwright couldn't do enough for me when I was considering a use MW unit. They verified all the owner's claims, and a few months later when the remote control got flaky, I called and they sent me a much better one. For a whopping TEN BUCKS! And I think they shipped it before they got payment.

I called VPI because my RCM cabinet turned to mush; they said they'd check on a "B-stock" cabinet and I never heard from them again. For the $250 charge I decided to build my own.

 

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