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Magnepan Service HORRIBLE???

I am now into my 5th week waiting for Magnepan to evaluate shipping damage to a pair of MG 3.7's. My wife and I paid Craters and Freighters to build a custom wood crate for them so they would not be damaged further by the trip from Richmond to Minnesota.

I know everyone will say they are a small company and I need to be patient but this is ridiculous to my mind. I have called 5-6 times and the seller has also called. The last time I called Shelia acted like she had never spoken to me before despite the previous phone conversations.

I know the MG 3.7's are supposed to be sensational speakers and I bought my first pair of Magnepans in 1975 but I am seriously considering flipping these if Magnepan ever inspects and repairs them. The aggravation simply is not worth it to me.

A month and I can not even get anyone at Magnepan to open the crate, inspect them, and give me a damage estimate to provide to FedEx who is ready to pay the claim. Unfortunately, they can't pay until Magnepan provides an estimate of the damage and then I have to wait for the actual repair.

I never thought I would feel this way about Magnepan but this current situation has changed my mind to a huge extent. This is just ridiculous the way I see it and I can see no good excuse for it.
etmerritt33

Showing 9 responses by wolf_garcia

wolf_garcia
6,595 posts
 
I think the explanation is that the Midwest is currently in the grip of a terrible drought, so everyone is kinda touchy.
wolf_garcia
6,595 posts
 
I'm tellin' ya...it's really hot and dry out there...the corn's-a-dyin'...mercy...mercy...
wolf_garcia
6,595 posts
 
Please take 3 points away from Phasecorrect for ruining my drought humor thread. Also, I had UPS (insured) actually lose a sweet guitar amp I'd sold on Ebay...they were nice and STILL took about 3 weeks to pay me. For everything except the shipping...I guess they were being ironic.
wolf_garcia
6,595 posts
 
Does Magnapan know about this thread? I'm always amazed at how lame businesses can be about bad publicity. I wish there was a way to calculate the damage being done to Magnapan, and any other company ignoring the modern forum based wrath machines. I for one will remember this issue, and it's unlikely I'll ever share my cash with Magnapan.
wolf_garcia
6,595 posts
 
Magnapan and any other company that services products aren't so special as to be somehow immune to criticism.
wolf_garcia
6,595 posts
 
I hope this dilemma goes on for a while as it is sort of entertaining.
wolf_garcia
6,595 posts
 
I just realized I do have an axe to grind, but it's an actual axe and bench grinder so I'm not sure it even matters to this thread. That said, a relevant point I can make illustrates the fact that a "lean organization" has even more incentive to not be marketing oblivious as the leanness could lead to no businessness. In a hurry. I started a small company many years ago that competed with huge players in the same (financial services) market...we were insanely successful because we did a better job at everything the big boys did...most importantly service. The excuse of vacations (!) or "smallness of workforce" combined with the inability to simply respond to any customer with a beef is a harbinger of disaster, especially when Magnapan is magna-panned in public.
wolf_garcia
6,595 posts
 
Clearly.
wolf_garcia
6,595 posts
 
The actual event that resulted in damage to the speakers, whatever was spent on packing, and the drought that may not have had much impact on Minnesota are all irrelevant to this discussion...HOW Magnapan handled this situation is the only real issue, and the excuses and explanations to justify that are seriously lacking the professionalism that one expects and deserves from a first rate company.
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