Manufacturer customer service

I post this here not to seek your support in what I percieve as poor customer service but your genuine thoughts on the matter at hand given the facts as presented (by the consumer).

CONTEXT: Some months ago I ordered / purchased an audio component from a manufacturer after spending months researching and working with them on the successful integration IMS and some customization in the build process. At that time the manufacturer offered this service, and at no additional charge (as long as the parts used did not complicate the build process. In which case there would be a surcharge). After researching this project and the appropreiate / "best" parts (with the designer's ok) I ordered the parts and shipped to him.

One of the upgrade parts was a special hookup wire composed of a seperate Wonder Wire in (blk jacket) silver clad 19ga copper (for ground) and BEAR Labs solid silver 99.99997 pure wire (clear teflon) that totaled 22awg (for current). The wire was supplied by a cable / component manufacturer I had previously admired and after consulting suggested I use the wire used in his 10k pre-amp, which was similar to the "wire" I was familiar. For the job at hand I ordered 5' of the silver wire, and 5' of the Wonder Wire for $49. Along with the wire were explicit instructions (by the manufacturer) for both the directionality / orientation of the supplied wire. That the solid silver was for CURRENT and the Wonder Wire was for GROUND.

PRESENT: I received the component some months ago and have been extremely happy with it. Though I have contacted him a few times since on various production questions / concerns and associated devices that he addressed to an acceptable degree. Just recently the manufacturer I purchased the wire from Emailed me and said "your amp is wired backwards"; that the Wonder Wire is connected to SIGNAL and the solid silver is connected to GROUND. Obviously, not what I or the wire manufacturer intended. I specifically wanted to use a SILVER hookup wire. So I Emailed the manufacturer who built the component, asking him to "check it out". Is it wired as per the instructions / directives supplied or what. In the initial Email I included a link of closeup photos of the wiring along with the original Email alerting me.

The 1st response I received back was simply "You have got to be kidding". I responded, "I wish I were kidding. I'll just have to find someone local to fix it." He replies "fix what?". I send another Email summerizing the first and then he shoots back>

"Mike does the amp, hum, buzz or have a problem? If so we will fix it. If some guy say's his wire is not being used right, you need to send the amp to him. We have done so many blind listening tests that I can't count them all. If you can hear the difference in an 18" piece of wire I have a line cord I would like to sell you. This is why we don't do custom work anymore. There is nothing wrong with the way your amp is wired, but I have no doubt you will hear the difference when it's changed."

I realize the fix is a rather small one that I could do myself and have no intention of him "fixing it" (not local). I was only asking him to look at the Email and the photo(s) in question and let us know if it was connected per our instructions. If it turns out to be incorrect then an apology or "compensation" would be nice. I also realize that we had an extended collaboration on this project and that he may be tired of hearing from him but how can he AFTER THE FACT question the purchase and use of the parts I paid for and expected him to install per my, and manufacturer's (not just "some guy") wishes AND his agreement? If he didn't want his design "tweaked" then he shouldn't have accepted that condition at the time of commission, and why let me supply parts he had no intention of using or installing as intended?

It seems obvious to me he did not intend to do THAT, instead he made a mistake and is now trying to backpedal by discrediting the validity of that product type and "the supplier" while questioning my crediability. That is not even up for debate. I ordered a product with set conditions and supplied parts HE AUTHORIZED as suitable. When I paid for the product my obligation ended. His obiligation was to build the product as agreed apon, and to stand by and service that product. My intent here is not to slander this (unnamed) manuafacturer. I will get it fixed myself but was curious what my peers thought considering the facts reported and our associations, past and present. Thank you.

MikE

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