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In Reply to: RE: Trouble contacting Magnepan posted by cowsqueezer on June 14, 2017 at 10:21:00
Wendell Diller, their director of marketing, is on the road for a month. I haven't spoken to him but I know he's aware of these problems and I'm sure that when he gets back he'll make sure you're taken care of.
This shouldn't have happened of course but I just wanted you to know that you shouldn't panic, they've been having trouble in their service department (three key people leaving unexpectedly in short order and others having to fill in) but it isn't like you won't be able to get get your speaker fixed.
One thing though -- it's easy to fix delamination yourself, they sell a kit of wire and adhesive for a nominal cost. It's a lot cheaper than shipping the speakers back and you could do both of them (assuming that the other one is about ready to be redone too) over a weekend. If the delam isn't bad, you can just get the adhesive and use it to tack down the loose parts (generally the ends), that's what I'm going to do on my Tympani IVA's.
Follow Ups:
so question for you.... Are the people that do the service the same people that actually make the new product?
No, it's a specialized operation that requires special skills and knowledge of the older speakers. Most of the guys in the factory specialize in one operation, but the repair department has to handle just about everything, and use specialized equipment and settings as well.
For example, the jigs and stretching tables etc. throughout the factory are designed for current production models and have clearly market settings, etc. But the repair department has to use special jigs for the older models, unique settings, obsolete parts, etc.
When the person who ran the department broke her leg a few years back, they ended up with a huge backlog because while others in the factory tried their best to fill in, they didn't have her knowledge of the old equipment.
Only my opinion.
Magnepan makes a great product for a niche market. Understanding that, the company has to size themselves accordingly. They don't need to sell their soul to China if people understand the product they are buying is a specialty item and is attractive to people that appreciate quality standards. It strikes me as a boutique brand that prices itself to sell more volume to a customer that wants a high end product.
I like the fact that I can call Wendell if I needed. And sure , I need to understand his setup and set my expectations accordingly.
I don't know how many of you live in the Midwest - but I do. It is a different mindset. I would much rather talk to someone in Minnesota vs someone in Asia pacific.
I have come to think that customer service means something. Hiring local means something. Identifying and buying from a company that has similar values I have found is important to me. PSAudio comes to mind as another small successful company that believes in the same approach. They , however, have an active site though that they are active on along with the designers. These are companies I believe in. Companies I will buy from. We are a different breed. Not a mass market crowd. It is a specialty item. Not sold in Best Buy.
Don't sell the farm!! :)
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Thank you sir for your wonderful post! Perfectly stated. Viva Magnepan and heartland values.
Edits: 06/22/17
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