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I'm having trouble with my SA-11S1 SACD player transport, so I'm sending it in for service to a local, authorized shop. I'm pretty upset that the thing is not performing after only two years of use. There is a new Marantz player, the SA-7S1, available which has an improved transport, manufactured in-house.I wondered if the new transport could be retrofitted into the older player and possibly be more reliable. Today at around one o'clock, I sent a polite inquiry via email to Marantz customer service, asking about the possibility. Around five o'clock, I get a PHONE CALL from Kevin (I believe that was his name--at least that's what I called him a couple times during our conversation), who, I'm pretty sure, said he was the North American manager of product development. The guy spent about fifteen minutes on the phone with me, discussing the problem I was having with my player, the differences between the SA-11 and the SA-7, reliability of SACD transports, and the local service center with which he is familiar. He also told me that I had nothing to worry about if a replacement drive craps out again after the warranty expires, that we could "work with service if that becomes a problem."
I am very impressed. He was on a cell phone, probably driving home after work, or rushing to an appointment with a dealer. I know his primary job is to put out fires, but the tone of my email was not at all hostile (that just never seems to get you anywhere), and I'm sure he has lots of other, more important things to do than call someone about a failed product. His personal attention certainly did a lot to improve my attitude toward Marantz as a company, and I also have renewed respect for their products. Obviously, people at that company are proud of their products and care about their customers. Even it's just a PR ploy, I'm still
Follow Ups:
One of the best ways to receive great customer service is to be a great customer. That doesn't mean spending lots of money or referring all your friends, etc; it just means being courteous and undemanding in the way you request help.In general, the less you make someone feel obligated to help you, the more willing they will be to help you.
It is much more fulfilling to perform a favor than it is to meet an obligation, so even when others are obligated to you, make it seem like a favor - the receiving end of your request will appreciate that.
Good work, madisonears - you got the service you deserved.
And when being polite and acting the way you describe doesn't solve your issues, you request to be moved up the food chain. If that doesn't work, then you bypass customer service entirely and go to corporate. Pain in the assism works but should be a last resort.
nt
...within reason customer service is becoming a thing of the past and a lost art. I'll bet Saul himself would be happy to hear about your experience.
the importance of this type of individual customer care. Word of mouth is still the best advertising, even more so in the internet age.
back to the 1970's
I've had Esotec series amps where faceplates, switches and transformers were an "On the Shelf, ship today" deal, 30 years after these were made
Also the PM series integrateds like PM-94, all parts and service still available decades after manufacture ( albeit at a price )
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