Excellent Audience Customr Service


I recently had a positive experience with the Audience company. My AU24 interconnects had a loose solder that caused a "chuffing" sound when rotated. I contacted Audience and received an email from product developer Richard Smith asking me to send back the IC's for repair or replacement. Less than a week after they were sent to California I received a new pair of AU24 IC's back from Audience!! Thanks Audience and Richard for the excellent customer service!!
gooddomino
Audioquest gets the same nod in my opinion! I have a pair of AQ Ruby interconnects that I bought new in 1989 (14 years). One of the solder joints came loose, causing them to cut out. I called them and they gave me an a return authorization number, informed me that they have a lifetime warranty, and they will be repaired and return shipped to me at no charge. Now THATS customer service!
Add Pure Note to the list. My Epsilon Reference XLR cables developed a cracked shell at the connector (probably my fault). Pure Note sent me a new pair (no charge) within a few days so that I would not be "out of service." I then sent the old cables back at my convenience.
Audience has given great customer service to me as well. They actually sent the replacement pair of interconnects first and then I returned the pair that had older style connectors. The new ones are redesigned and have a more solid contact.
Seems to me that it would be better if there were no service calls at all..... This is the best service.
I won't touch that one, Audioengr...
I recently sold a pair of speaker cables on Audiogon and got this accusing email.

<
Audience cable seller:

If you are an authorized dealer of Audience, please be advised that you are in
violation of the legal requirements of advertising Audience products. Please
contact John McDonald, president of Audience. Dealers advertising new or used
Audience products will be terminated as Audience product dealers.

============================

FROM: Mcattack13 (a member)
RE: Audience Au24 Spade to Spade 2.5m pair - free ship
>>

I personally believe Audience should have considered there was a possibility that I was a customer and not a naughty dealer and been more friendly in their approach. Perhaps it is just the differences in culture between our countries. But I found their email unpleasant and have found that there are many more pleasant US suppliers to deal with than one that sends this kind of email.
I have just received this apology.

<have been having lots of trouble with dealers breaking their agreement
with Audience and therefore the notice.

As you suggest, I would have communicated directly with the dealers;
however they can not be identified on Audiogon. Some, in fact, make it
a point to be anonymous.
>>

I don't think this excuse warrants the nature of the original email.
It seems a few dealers are desperate to move product and are using aliases to do that. I know of one dealer that uses about five different aliases and sells a diversified line of product on Audiogon. I won't name names, but it is sad that some high end dealers have resorted to this behavior.I'm sorry Redkiwi that you had to be the unnecessary victim of a manufacturer's threat.The manufacturer did apologize, however, he should have done some more research before he passed judgement on you.
"If you are an authorized dealer of Audience, please be advised that you are in violation of the legal requirements of advertising Audience products. Please contact John McDonald, president of Audience. Dealers advertising new or used Audience products will be terminated as Audience product dealers."

I just got the same email from Audience..... but I didn't get an apology because my email was sent back to me.
I believe Audience should have thought about how an innocent customer would react, before sending such an email out. Had they, then they might have started the email with a gentler intro, and an outro stating their apology for any inconvenience to customers, and still made their point with dealers. However the full text of their emails and mine led me to believe I was dealing with someone that did not particularly value me as a customer and so I am inclined to the belief that they did not care too much about any offence caused by their email. I will never buy their product again, and have cancelled an order I currently had with them.
I was treated similarly by a representative of another cable company over the phone when I was placing an order. They had seen my ad here selling a set of used biwire speaker cables they had made. I was calling to order the single pair version to replace them and was raked over the coals, "We don't like people selling OUR cables online...blah blah blah". I said "I'm not selling YOUR cables, I'm selling MY cables. I bought them." He was so put off by that he pawned me off to another salesman who was more than happy to sell me another pair of speaker cables, but continued defending his co-workers attitude because they "have some rogue dealers discounting online...". So that's my problem? I don't think so.
I have since replaced all of their cables in my system and I will never buy from them again.

I happen to own Audience now and have always been treated with respect as a customer. I hope they can make it right with you guys, but sometimes it's too little, too late.