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Manufacturers

I find it interesting that some manufacturers and retailers in the audio industry consistently make themselves available to their customers while others completely ignore them. I scratch my head after going to a small volume speaker manufacturer's web site (Brooklyn NY based), send a note through the email provided on the site and ask "I'm interested in a pair of your xxx speakers (retail is $9k) and have a few questions about them, my room and electronics. Can you let me know when we might get on a call pls? "

And get no response - so far for three days. 

I call the number- leave a message. 

No call back so far.

I see the owner posting on Facebook regularly and a year ago I'd sent him a similar note, trying to get on a call with him.

No response. Then I posted in the comments area on his posts- Hi XXX, pls check your messages here, I'm trying to get in touch to ask a few questions about a pair of your speakers. A week later I get a "sorry, I don't check messages much here" response. Not a "Hey, sorry I missed this, pls call me to discuss and happy to help"- just a note that offers no interest.

In the year that I've tried to reach him I've bought Harbeth 30.2's, a pair of Proac, an Odyssey amp, a JL audio e110, a pair of SVS subs, a Denon HT amp and more (different systems around the house). I'm actively growing my systems.

Is his boutique business really that good that he can't be bothered to respond to a potential customer?

Meanwhile, the founder of a much larger Colorado based electronics company posts daily, has blogs, videos and much more always responds to a comment or question on a product - his or something else- without fail and is engaged and interested. 








128x128cowan217

Showing 6 responses by cowan217

cowan217's avatar
cowan217 OP
112 posts
 
Thanks everyone for your feedback, perspective and advice. I ended up upgrading my Harbeth 30.2 to HL5 Super Plus and am expecting them in a few days. I'm sure they'll be great. The dealer I worked with was great, texted, emailed, called, handled pick up of mine, shipped his quickly etc. 

Looking forward to breaking them in ! 
cowan217's avatar
cowan217 OP
112 posts
 
I hear what you're saying but only somewhat can agree. I'm self employed. Out of everything a self employed person has to handle I'll offer that writing new business is the top priority. I can't fathom ignoring a request to discuss my services from a prospective client; it'd be ludicrous. Business is never THAT good that I look at my inbox and ignore emails from clients. Maybe its just me though...and ...that lovable guy in CO sure does work hard at growing his business, with the help of others or not he's the one doing the daily posting, the videos, the face of the company. Can't deny he's not engaged with his customers. 
cowan217's avatar
cowan217 OP
112 posts
 
No, not Devore, some
other brand
cowan217's avatar
cowan217 OP
112 posts
 

Hi @Chrisoshea237-

 

I've been trying to buy from a retailer not a manufacture. I'm def not a tire kicker and buy a fair amount of equip on a regular basis. I also used to work in the CE industry for a decade and ran a nine store high end chain. I also ran a BMW and a Porsche dealership. It was always about follow up, taking each customer seriously and working efficiently toward helping and potentially selling them something. Yes, we sometimes had people that were "researching" and not ready to buy- but most were and being responsive and actively selling, being engaged was what it was all about. No-one should have to struggle to make an expensive purchase, or put up with no returned calls, foot dragging, disinterested attitudes etc. 

cowan217's avatar
cowan217 OP
112 posts
 
Sure, not unreasonable. However, it defies logic (to me at least) that someone who's name IS the brand can't be bothered to respond to a customer- he must read the email, shrug his shoulders and choose to do nothing. Weird and not very customer oriented. If answering or engaging with a customer is beneath him you'd think that at minimum he might direct the person to a local dealer in hopes of the dealer engaging the customer and selling his speakers.
cowan217's avatar
cowan217 OP
112 posts
 
Not sure what the reference is to "Bache"? Not the brand I'm referring to but I won't name them here, not trying to burn a bridge or pointedly call out someone...Not sure if they have dealers but will explore. I bought the Harbeth 30.2 and love them and plan to keep them. The speakers that I've been trying to contact the manufacturer about are for another system in my home. 
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