When I had a problem I got excellent support from:
VPI "used" to have excellent customer service. Emails go unanswered; deadlines and promises ARE constantly missed. No follow-up, the customer always has to follow up only to get another excuse.
Any question asked must go through Mike for an answer. If Mike is not in or has "gone fishing" forget about any support. What will happen to VPI when Mike leaves?? I am a very loyal VPI customer, but this year has left me extremely frustrated. I hear Brinkman Audio knocking on my door now that VPI doesn't answer.
I have been dealing with Basis or rather its owner A.J Conti even before The Company was founded. What some people may not know about Mr. Conti is that before he was Basis he sold many brands of stereo equipment through his retail business. And even now all kinds of delicious equipment pass through his companies listening room which are used during the research and development stages of his turntables and arms. This gives him a large knowledge base on the industry as a whole which gives him the ability to discuss a customer's problems with a clear understanding of where they are coming from. This in turn separates facts from fiction and as anyone who's been in this hobby for any time knows is more than half the battle. In short I am saying the man knows his and others products and what they can and cannot do. This has saved me much time and money over the years. Here is to a man and his company that is on the side of the listener and not the bottom line.
Interesting to see the conrast in opinions for the various companies.
I am in the same camp as Bpoletti. I too will not ever buy ARC gear again.
For the last two days I have been calling ARC to get another new part for my preamp. I've left a number of messages over the last two days and I cannot get anyone to return my calls.
$150,000 worth of equipment (mostly ARC) unuseable because of a $10 part that I can't get from ARC....horrible service.
I'll be exploring many of the companies mentioned in this blog for my new amps.
Richsonics makes some good points and I second his observations relative to A.J. Conti/Basis Audio. Over many years A.J. has given me sound advice based on the knowledgebase that Richsonics described. A.J. is honest as they come and responds to questions conservatively without flamboyant exaggerations, even with respect to his own designs. These traits are important to me in part as some past experiences emphasize theyre not common to all manufacturers. I appreciate that over the years Basis Audio via their products, support, and advice has enriched my musical journey which gives me so much pleasure, satisfaction, and enrichment.
The best, the very best companies should be the companies that never require you to contact them with a broken part. Of course, that would happen only in a perfect world. Things break, even on the best of products.
Companies that have had the best customer service when I had a problem with one of their products.
Companies that I have had the pleasure of talking with, never had issues with their proucts just had various questions and they took the time to answer them.
Core Audio Design
the best customer service I've encountered has been from Grant Fidelity. Right from the initial contact with Grant Fidelity, the service has been fast, courteous, and very informative. So much so, I've changed the bulk of my equipment to products they sell, and service. Even in the event of an issue with anything, they are very prompt at dealing with it. An unexpected and very delightful surprise in this day and age!