+1 More for Bill Legall. Aside from being thought of as the best in the industry he is one of the nicest guys I have ever dealt with. If you haven't done so already check out the article about him on sixmoons.
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I had a similarly fabulous experience with Bill some years ago, and for a remarkably modest price. As stated by 6moons reviewers in a quotation appearing at Bill's website, he is "considered the equivalent of a national treasure by those who do business with him."
Another +1 for Bill Legall. Again, one of the nicest guys you could ever meet aside from his business practices. The guy just loves people and helping them, that's his real satisfaction. You have to meet him to know how true this is. His competance in what he does in his business and his fairness in dealing with people is just top shelf and a model for any business. We're fortunate to have him in this industry.
With all the amazing feedback on here about Millersound, I decided to send off, for the first time ever, some speakers to be repaired--Infinity Kappa Polydomes.
Communications were odd right from the get-go. A few different people answers Mr. Legalls email and you never know who you are going to get. They generally don't seem to like to answer questions.
I sent my polydomes in and got confirmation they were received. I did get notification when they were shipped out.
Upon opening and then unwrapping my first polydome, the plastic mount plate was obviously cracked at the edge. I was shocked and saddened.
I sent some mildly emotional emails over the weekend and received some very odd and even childish replies. Mr. Legall admitted in one email that he noticed something wrong with the mount plate while he was working on it--a depression or chip--but did not contact me in seeing this damage. It is very possible the mount plates were damaged in my shipping to MillerSound and putting a claim in with UPS would have been helpful at that point. They had previously warned me not to purchase domes from eBay and have them sent directly to them just in case something like this happened. The domes I sent were mine, were in fine shape and only needed that yellowed dome material replaced. There where no other problems with the drivers.
This is the last email i received from Mr. Legall:
On Saturday, March 10, 2018, 4:34 PM, William Legall <#####@aol.com> wrote:
It had the tiniest, almost invisible chip on the rear edge.
ABSOLUTELY NO CRACKS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I AM DONE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
If I could post a photo here you would see that the mount plate edge and a bit up into the face has a near 2 inch long crack, no more than 1/4 inch wide and has completely broken off of the edge of the mount plate. I sent them pictures.
One of the Mr. Legalls business associates, who also answers Mr. Legalls emails, told me to put a claim in with UPS and said no more. This is totally not helpful as the damage most likely occurred when i sent it to them, was not noted by them and was most likely exacerbated during repackaging and shipment to me. Their packaging has no damage, but with a hairline crack (or whatever Mr. Legall saw) could have become a full-on broken piece while bouncing around a bit during return shipping.
I don't know what to do now. I have more domes I'd like repaired and I just can't believe this is how a group of professional audio repair specialists run their business and/or client communication. I have tried calling but have not gotten through.
It seems like Mr. Legall is 'protected' by a few people at MillerSound, not sure why, but I have received some very peculiar emails.
The community's advice is sought.
I think this is the first negative about Bill that I have ever read? Sorry you had trouble. I learned many years ago in this business, that there are always two sides to every story. Just saying.
You linked to your own website above. Couldn't you add a few pics of the drivers under the "Photography" heading for a few days then just delete them? That way we could see the damage.
email I received today from William Legall (unsigned)
From:William Legall <#####@aol.com>To:Brett McConnell <####@yahoo.com>Sent:Wednesday, April 25, 2018 12:41 PM
Subject:"Claim" went out
$180 “claim” was mailed to you today.
Someone brought to out attention the audiokarma comments from you. As you don’t like our work, we won’t have to worry about further shipping “claims” in the future.
this was my reply
Hello The Many People Who Answer At And Reply From This Email Address (this email feels like its from Mr. Legall if I am not mistaken):
I made no comments about not liking your work. I did much research including buying other drivers and testing them before I sent you my Polydomes. I think your work is excellent.However your business practices seem very confused. Here are some suggestions that may help:
1) Keep business and personal emails separate--as in separate addresses.
2) Give everyone at your business their own email address.
3) Sign your emails or employ auto signing so customers have some idea who they are speaking with via email.
4) If you are closed on Sundays and Mondays, don’t read business emails on those days (instead of telling customers not to write you on Sundays and Mondays...I have never heard of that or experienced it from other companies, businesses....emails are not phone calls)
5) Pick up the phone and call customers if there is an issue.
6) Have a standard form customers fill out when submitting an item for repair or refurbishment.
7)Before starting any work on an item, check items that come in for any potential issues and check with the customer if there is any question that an item may have a defect or problem that the customer may not know about. This valuable business practice would have averted this unfortunate situation.
8) If a problem occurs you are the professionals, act professionally and get in touch with the customer. People sending you their valuable speakers understand some things are out of yours and their control and both sides can be reasonable when settling an issue I assure you.
Sending condescending emails about "claims" and emails all in caps exclaiming things like "NO CRACKS!!!!" is hardly what grownups do and is certainly not professional.I would not intentionally crack a rare Infinity Polydome driver that I sent to YOU--A SPECIALST--for repair, just so I could get $180 discount. I love my speakers! And what a pain it has been to deal with UPS.
We could have just come to some sort of agreement instead of emails from you saying "NO CRACKS!!!! I AM DONE." Not professional, not adult.
Please know those Polydomes were the very first piece of audio gear I have ever sent out for repair--EVER.
I will surely post this message on Audiokarma as well. People should know who and what that they are getting involved with when they send their precious speakers to you and your company and how you handle shipping damage when it occurs.
Thanks for your excellent Polydome refurbishments. I currently have two sets that function well, just one driver with unfortunate, mostly-cosmetic damage. I will enjoy them for many years to come.
Best to you and yours.
That is an excellent idea. Please let me know if these come through.Thanks for the pics. That does look like it was dropped or something hit against that edge. Really too bad that this wasn't noticed when Bill opened the box, if that's when the damage occurred? Could have been done in shipping either way.
Sorry that this happened to you, but I still stand by my very, very strong endorsement of Bill.
Bretmcee: I would first say Bill says in his website, to call-not email. I have spoken with him many times and he did a great job on my Wilson woofer. He gave me a price, but upon examining the driver, called me to inform me the repair was simple and along with my woofer, he would be sending me a 60% refund. I would have had no way of knowing the difference, had he not told me. I've found Bill to be very personable and honest, as well as extremely competent and fast. He's won me over as a life long customer. Steve
These recent posts seem intent on damaging the reputation of Bill Legall of Millersound.
I don't see how including selective correspondence, including a bullying, coercive lecture on the way Bill runs his business, and how he should change to satisfy this person helps their case. Perhaps I'm mistaken, but it sounds like a refund went out over this unfortunate interaction to quell the anger of a disappointed customer. So to what purpose does continuing the march on a forum one doesn't normally frequent serve?
For what it's worth, Millersound is the classic mom and pop business, solely staffed by Bill and his wife Loretta. There are no other people involved, no one works there as a handler or to shield Bill from anything or anyone. The business is their life, and their life is their business. Are they perfect? Are any people or business? Are they eccentric? Yes, that's part of the experience, charm, fun, and why Bill is more an artist than technician. That's why you can find others who can simply replace this or that on a driver, but Bill has earned a reputation for returning drivers that work optimally, and sometimes even far better than the day they were new or the way the engineers / manufacturers designed. As @mofimadness mentioned, this looks like the first public complaints about Bill next to a mountain of happy interactions.
I admit bias on my part, as I've known Bill and Loretta a long time, regularly visit them socially, broken bread, taken road trips, and consider them more than friends. But I also have witnessed how they run their business over these many years, watched Bill elagantly repair drivers (including many of mine) at a most reasonable cost to countless customers, and know there is no more capable, conscientious, passionate, caring, and honorable business going
I guess it’d be nice if someone could help me mediate this situation?
i am not trying to bully I just honestly am not sure how to deal with a business or adults that send emails like the ones I have received.
i have never experienced anything quite like this in my adult life and I am uncertain as to why I get snide remarks from Mr. L? I do not hold him responsible for the damage. But what has happened SINCE the damage has been rather upsetting.
its been very odd the emails I have received back from them (I have even been told not to email them on Sundays and Mondays which I would not do if I knew that was something they prefered but I have never ever had anyone ever tell me not to email them and I’ve certainly never been told/asked not to email on certain days?)
And I do not understand why this damage is such a big deal anyways if the item was shipped via UPS with insurance? UPS is who I fault and they should pay. And I hope that Millersound did not have to pay.
It would have have been helpful though, if the damage initially occurred when I shipped the item, to have been alerted to that damage so we could have bugged UPS then as I too shipped with Insurance.
If like Mr. L says there was some minor damage a chip or nick there before he started working on it then a few off bumps in shipping it back to me could cause a nick to become a crack. The mount plates are plastic after all.
Well i I always get great advice from these forums. This is why I went to Millersound in the first place.
Im not a bad guy. I’m sure they are not bad people. The odd communications I have had have upset me and that is why I am here asking and letting you know what’s up.
i would have called them myself but I gathered from early communications that they seem like people who don’t want to be bothered...so I tried to keep my communications text-based. Maybe that was a bad decision on my part.
oh well. Did my best for my first piece of gear ever sent out for repair and it came back damaged.
ill have a really great pair of Infinity 9Kappas for sale soon.
I have also used Bill. I have a pair of Krell LAT 1 speakers. I had a preamp serviced locally what a mistake hooked everything up turned it on and smoked all six 8 inch woofers. Contacted Scan Speak and everyone I could for months, no replacement speakers new or used available anywhere. I was referred to Miller sound from 2 different companies in search of new or used speakers. When I contacted him he was a perfect gentleman I sent my speakers to him within two weeks I had them back and Thay looked perfect could not tell they were repaired in any way. He used all the original material on the speakers and they sound every bit as good if not better then the second pair of LAT 1s I have. I am so thankful to Bill and Miller Sound for saving my speakers. You’re a Gem. Many thanks Bill. Russell.