I have to say that as of this week, "Manley Laboratories", Has in my humble yet fairly experienced opinion.
"Far and Away", The best customer service I have yet to encounter in the audio industry. A fairly close second place would go to "Pass Labs", but after that? The next companies that I could list are several rungs down the, "Service and Support', ladder. One company that did surprise me though was, "McIntosh Labs", But not in a good way.
I purchased a "Used", but mint condition MS750 music server recently and the CD transport is frozen. After a week of calls to them which after talking to the receptionist, I always ended up having to leave messages as no one was ever available in either "Parts, Tech support or Service"!.
I finally did receive a call back "1", from McIntosh. Only to be told "quite abruptly", that it could not be fixed. And they would not even look at it under any circumstance! So, "0" support for a component that they were selling six years ago for $6000? I called back a few times with other questions over the next week and asked three different people about this. Two of them were again, "Quite abrupt", in telling me that I was on my own. But the third person did listen and explained that, "IF", there were parts that might work, "Like an entirely new CD drive or Hard Drive, from a different manufacturer they did not know about them. And it would never work anyhow because of their, "Proprietary", software that would not support anything but the original build components.
I have since heard that there is a company that will still service them but, "IF", that is the case? Why was I not told? You would think they would have at least kept abreast of thing such as that!
I will have to rethink my thoughts on McIntosh service after this mess.
"Far and Away", The best customer service I have yet to encounter in the audio industry. A fairly close second place would go to "Pass Labs", but after that? The next companies that I could list are several rungs down the, "Service and Support', ladder. One company that did surprise me though was, "McIntosh Labs", But not in a good way.
I purchased a "Used", but mint condition MS750 music server recently and the CD transport is frozen. After a week of calls to them which after talking to the receptionist, I always ended up having to leave messages as no one was ever available in either "Parts, Tech support or Service"!.
I finally did receive a call back "1", from McIntosh. Only to be told "quite abruptly", that it could not be fixed. And they would not even look at it under any circumstance! So, "0" support for a component that they were selling six years ago for $6000? I called back a few times with other questions over the next week and asked three different people about this. Two of them were again, "Quite abrupt", in telling me that I was on my own. But the third person did listen and explained that, "IF", there were parts that might work, "Like an entirely new CD drive or Hard Drive, from a different manufacturer they did not know about them. And it would never work anyhow because of their, "Proprietary", software that would not support anything but the original build components.
I have since heard that there is a company that will still service them but, "IF", that is the case? Why was I not told? You would think they would have at least kept abreast of thing such as that!
I will have to rethink my thoughts on McIntosh service after this mess.