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General Asylum General audio topics that don't fit into specific categories. |
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General Asylum General audio topics that don't fit into specific categories. |
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In Reply to: Hi Fi companies and customer contact - worst and best posted by mbnx01 on August 12, 2014 at 12:48:18:
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.
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Follow Ups
- Add VAC to the superlative column. - wazoo 04:58:14 08/15/14 (0)
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