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In Reply to: RE: Hi Fi companies and customer contact - worst and best posted by mbnx01 on August 12, 2014 at 12:48:18
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
Follow Ups:
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.
If a thing's worth doing, it's worth doing well
(Proverb)
~!
The Mind has No Firewall~ U.S. Army War College.
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
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.
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.
"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
nt
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.
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