|
Audio Asylum Thread Printer Get a view of an entire thread on one page |
For Sale Ads |
75.47.127.192
In Reply to: My Personal Worst Experience in Hi-End posted by DevilDawgMom on April 21, 2007 at 23:39:57:
Hi Mary. Mark from AudioConcepts here. Listen, I'm sorry that you are experiencing problems with your Wilson Sophia speakers. You sound terribly agitated and I understand that - but don't worry, we'll get your problem fixed.I feel a need to pipe in here on your forum because you have really bashed my business quite unfairly. I take great pride in being totally customer-service driven, and you have misrepresented the facts and also left out some salient information. First, I must point out that it is simply untrue that we "stood you up on three occasions." We have never stood you up, and never would do so. It's simply bad business as anyone knows. I'm not sure why you're trying to paint such a bad picture of us as we're doing our absolute best to take care of you. As you know, we've scheduled two service appointments, both at your first-choice requested times, and you canceled both. The first one you canceled via e-mail after store hours for an appointment the next morning before store hours. We don't typically check e-mail overnight, so it's a good thing we caught your cancellation in time. We're trying to work with you here, but your last minute cancellations are not helping. The appointment times you then later requested were simply outside of our service hours window - times when either we're closed or it's a Saturday when we need all employees to be in the store, as I'm sure you can understand. We do easily and regularly accommodate customers with 9-5 jobs etc., so, as I've requested with you several times now, please just give us a call to set something up. We've called you several times but you haven't returned our calls - we really need a dialogue to help you, as e-mail clearly isn't doing the job here. OK? And don't worry - -we'll get you taken care of as we do all of our customers.
Follow Ups:
IDIOT
Yeah-right on.
In the time it took him to dream up that response, he could have been to her house and back.
Another example of why I only buy internet/mail order. I've had my fill of jackass dealers.
Before everyone goes patting the dealer on the back, let's take a closer look at his story. On the one hand, he says "we regularly accommodate customers with 9-5 jobs etc.," but on the other hand, he tacitly concedes he's not about to do anything outside his regular business hours or on Saturdays. Since I don't take the dealer to be offering a Sunday visit, there appears to be a logical disconnect in his position. (It may well be a sound business decision for "all employees to be in the store" on Saturdays to help with sales, but let's not sugar-coat the negative impact it may -- and in this instance, apparently does -- have on people who need help with equipment they've already bought and who have demanding enough jobs that they can afford to buy expensive things like Wilson speakers.)Yes, the dealer's tone is more measured than the irate customer's. And yes, his position has the patina of reasonableness. But when you get by all the platitudes of "being totally customer-service driven" and wanting "to have a dialogue" to "set something up," what is he really offering? Only another service call during his "normal service hours window" as far as I can see -- which he already knows is unworkable.
and was told by the salesman(Gary, I think) that he had better things to do than help me. There was no one in the store and it was a weekday afternoon. I pointed that out and he said he could be doing paperwork in the back. Maybe he thought I was too young to have money(30 years old) or didn't have a job because it was the middle of the day(I work European hours). I never went back in and took all my business to a much better dealer up the road. They only lost about $10k worth of business so maybe they didn't care. I consider them the epitome of what's wrong with high end dealers.
After you get past all the platitudes, he is not offering much, "normal service hours window", and "normal service hours" do not include a Saturday as he needs all hands on deck in the shop. One thing stands out very clearly in his post, his after sales service is very poor.
Music making the painting, recording it the photograph
Obviously. He's not the one inconvenienced by this whole mess.IMNSHO, simply replace the friggin' speaker and be done with it. Take any other issues up with the manufacturer.
I'm sure the sdealer has some sort of business relationship that will allow crediting accounts and all that busuiness like stuff, no? So, a few dollars in float for a week or two shouldn't kill him, should it?
"I take great pride in being totally customer-service driven". . . some think otherwise.
Hi Mark:Thank you for your response. Since I do not deal with you on 99% of my transactions (as you know, I deal with Gary) and only have had a few conversations with you during my 7-year relationship with Audio Concepts, I am curious if you are aware of my side of the issues.
First, it is a fact that Audio Concepts (Gary or Byron) has cancelled appointments late (by email only) or failed to meet for an arranged appointment time. The most recent incident occurred in early December 2006. On 12/05/06 at 9:52 a.m., I received an email from Gary stating that Byron would be at my home on the morning of 12/07/06. On 12/06, I called AC and confirmed the appointment. During the evening of 12/6/06, Gary emailed me (5:11 p.m.) and stated that he should have checked with Byron and not just the schedule regarding tomorrow's (12/07) appointments. He stated that both he and Byron had appointments. Gary did not call me on my cell phone and discuss this with me or call and leave a voicemail. I was traveling on businesss during 12/06, and did not return home until late. When Byron failed to show for our morning appointment on 12/07/06, I checked my cell phone to see if I had missed a call from Gary or Byron that morning. I do not have any other telephone #s (Gary's cell, etc) to contact. I then (12/07) checked email and saw Gary's email from the prior evening. This was an inconvenience which could have been resolved by a telephone/voicemail from Gary the day prior. I would be happy to discuss the other 2 occasions; I have documentation to support these occurrences.
Second, I did not cancel two established appointments with Gary. On 04/17 at 8:44 p.m., I emailed Gary about the issue with the Wilson speakers. On 04/18 at 11:56 a.m., I emailed Gary, notifying him of a variety of windows of time that I was available, and that I wanted to coordinate with the schedule of a friend to be in attendance (someone who is more knowledgeable than myself about high-end speakers). My next opportunity to check email occurred when I returned home from work at 7:30 p.m. I then discovered that Gary had responded by email (1:10 p.m.), stating: "Mary, I'll be by tomorrow before 9:30 a.m". I responded by email to Gary immediately (7:47 p.m.) that my friend was unavailable to join us at that time, and provided an additional option for the appointment. Mark, if Gary had called me during store hours to discuss the appointment or left me a voicemail regarding his availability, I would have notified Gary during store hours that my friend was unavailable. When I didn't hear from him by telephone on 04/18, I assumed that he had not received my email or that he had not been able to finalize his availability. But, we did not have an established appointment. The only confirmed appointment that we did have, I did cancel with notice to AC because my time off from work was not approved by my employer.
Gary called me 3 times last week (one was a response to my email of 04/17), I was unable to return the calls but I did send timely email responses to each. In the past, Gary has encouraged me to send emails (when possible) because he is difficult at times to reach during normal business hours (away for installations, tied up with customers, etc). If this is no longer the best way to communicate with him or you, and it sounds like it no longer is, then I will call instead.
I have a heavy travel schedule this week but will call you on Tuesday when your business reopens for the work week. I look forward to the resolution of the speaker issue, and appreciate your personal involvement and willingness to resolve this situation in a timely manner.
Are you saying you've been trying to get your speakers fixed since December '06 or are you saying you've made other types of appointments with the dealer that have been cancelled by the dealer? If you've been trying to get your speakers fixed since December, that's insane!! Holy cow, they should have been fixed by now and the dealer should be ashamed of him/herself.
She payed good money for the product that is not working properly, almost 'out of the box.' You should (and Wilson included)bend over backwards to help your customer instead badmouthing her on the public
forum.
How many thousands did that dealer reap on the sale?
I doubt DDM would have posted if she was as wrong as the dealer made her out to be.
Instead of discrediting her, he should have been at her house with a new, matched driver.
I seem to remember a store in Dallas by that name when I lived there almost 30 years ago.
________
"Occasionally we list eccentrically, all sense of balance gone."
I must be thinking of the Houston store of the same name, where I did shop in the late '70's.
________
"Occasionally we list eccentrically, all sense of balance gone."
a
I almost wrote in my reply to this thread, "assuming we have all the facts" as I know there is always two sides to every dispute. Regardless of where the truth lies, your ability to present your side while maintaining a civil discourse and continue to offer a helping hand to the customer (instead of letting it get bitter at this point) is commendable. I hope everything works out for both you and the customer.
Well, here we have it. lol I love it! Very good for you for not letting it get ugly. Very professional indeed.
unlike other manufactures or dealers. i like that you spoke up and have the profesionalsim to get the problem resolved no matter what has transpired. i'm impressed.
This post is made possible by the generous support of people like you and our sponsors: