Best Customer Service (Manufacturer)


There are many audio companies that are competing for our hard earned dollars. The impressive guys are the ones that stand behind their products. Nothing is more disappointing than the companies that "take the money and run". One of the notable good guys that take their accountability seriously is Bryston. They stand behind their products with an unheard of 20 Year Warranty. What are some of the experiences with Bryston and the other "Responsible" audio manufacturers?
dr_

Showing 1 response by twylie

I want to throw a vote to Michael Kelley of Aerial Acoustics. About 4 years ago, I bought a pair of Model 7's that had been demo units. The cabinets had a couple of very minor surface scratches. I called Aerial to buy some stain to retouch the cabinets. Michael returned my call, asked me how the speakers were working with my system, and offered to send me the stain, no charge. He finished the call by telling me to let him know if I had any questions or ever needed assistance. A class act all the way. True customer service! I continue to endorse and recommend their products. You didn't specifically ask, but I had a terrible run in just TRYing to buy a pair of Dunlavy Audio Labs prior to purchasing the Aerial 7's. I bought the DAL speakers from my local dealer, and agreed to wait the 3 weeks for them to come in. I didn't realize that this was around the time of CES and my dealer didn't get the order in before the Dunlavy team packed up for the show. As a consequence, my speakers didn't show up in 3 weeks, and the answering machine at DAL was allowed to fill up while my dealer tried in vain to reach them. My credit card had been charged, AMEX wanted payment and my dealer (in Atlanta) told me that it wasn't their problem and I had to just wait. I told the dealer to cancel my order and called AMEX to dispute the charge. I sent an email to Dunlavy and got a quick response from one of thier marketing (I believe) managers. His response was not to offer an accomodation or try and talk the delaer into working with me, but to suggest that in my price range, nothing else was going to beat the Dunlavy. Guess what? I have purchased 2 more pairs of high end speakers ($2k - $4k) since and will never again consider Dunlavy. I found them to be pompous and self absorbed with little concern for a customer. Vote with your dollars.