Schiit Mani - Sent in for repair, no response. Looking for rec's on a replacement preamp

You know, while I’m not meaning for this to be a Schiit bashing post, perhaps it ought to be. Hopefully a Schiit rep will read this post and consider the implications.

For one, they don’t answer the phone. They do email rather promptly and mention they encourage it instead of the phone, nevertheless, this is strange. Always better to speak with someone to gain that extra something in conversation. Also, speaking is way more efficient at times, especially when there are a barrage of questions or concerns. Besides, a commercial business should answer a phone. Period. Even if just a secretary to take a message.

I asked about their B-Stock. "When we have products with minor cosmetic flaws, we will sell them here as "B-Stock". If you choose the B-Stock option to save some money, please note that it is not eligible for the 15-day return. However, the full warranty applies." Unfortunately, they do not advertise whether or not they actually have any B-Stock, nor what it costs in relation to new. Additionally, they will not and do not send a photo so one can inspect the cosmetic flaw. I asked. I’m advised via email a typical discount would be 10%. Great, now lets see it (actual photo) and/or know if a B-stock item is available without having to check (only via email mind you) on a daily basis.

Their return policy on their site indicates a 15 day trial and if sent back the buyer is charged a a 5% transaction fee. There was at least one post on the forum of a person (I think @ozzy) who sent back an item within the 15 day window and claims he/she was charged 50%. Their RA fine print reads "If the product looks like it’s been used as a jet-ski or coffee warmer, or is otherwise not in like-new condition, we may charge an additional refurbishment fee." While that makes sense and I understand/agree, trouble is this is apparently subject to their interpretation and sole discretion only. So again, my sense is buyer beware.

And now to read that @gloco claims he is getting no response for a defective item that has been paid for and since returned! I would immediately contact the California attorney generals office, better business bureau and even a personal attorney to seek advice and conceivably sue for damages, even if those damages are even slightly related to anything "traumatic". Also call your credit card company and see if they can help.

And @mulveling, just 2 months after purchase you ran into an issue with a Yggy? Their flagship? And according to you it can take several weeks? And this is acceptable? And they clearly don’t want to talk about it or hold hands?

Just sounding/writing off. We can get back too our regularly scheduled forum posts and music listening.

@gdhal 
Yeah to be fair the early fault I experienced with my Yggy, combined with their annoying hype machine and others' critiques of their build quality & designs has soured me on them. The naming thing is stupid too; I didn't even like potty humor when I was a kid. I won't be purchasing anything else from them. The Yggy is a VERY good sounding unit, but today there are other excellent options in that price range which may be even better.

@mulveling 

Thank you for your candid and succinct reply. 

As to their business name and operational preferences, gdhal, that's the thing about audio.  There are a 1000 other brands to select, nobody is forcing you to buy anything from anyone.

I took a chance on Schiit, ordering a Mani and a Modi Uber on their website.  I don't need to talk to anyone.  I prefer not to buy B stock with all of the abuse and nonsense some equipment goes through before a return.

Anyway, I liked them both so much I began to think I should have ordered a Bifrost.  I ordered one a week outside of the return window, then emailed Schiit asking if they would accept a refund on the Modi.  They said yes in 8 minutes.  Then when I got the refund, I  noticed that they had waived the restocking fee.  

Plus the Bifrost Multibit is jaw dropping.  They are a business with a small employee base.  That means they don't have to jack up the prices to pay for someone to answer the phone, talking for hours with someone who can't figure out how to connect something.  That persons has to write an email which takes much less time to answer.  

But again, if you don't like it, simply shop elsewhere.

@213runnin

First, my apologies to the OP (gloco) as it wasn’t my intention to hijack this thread.

To your points 213runnin, they do make sense, however, your experience is that of your own and the fact that it was/is pleasant of course shapes your response and feelings toward Schiit. I suspect you would feel/write differently if your personal experience was an unpleasant one.

I am not a customer of theirs. I’m a *potential* customer. So, to read not one or two but three (and I’m sure there are more, just haven’t found them yet) not only disheartening but different types of negative feedback, that is a red flag. Not to mention I have conducted and continue to perform my own do diligence.

As to your point of their being a small company and hence "they don’t have to jack up the prices to pay for someone to answer the phone, talking for hours with someone who can’t figure out how to connect something", this is not a realistic example. They do state on their answering machine that emails are preferred, not that call will be completely ignored. Out of courtesy and the desire to grow their - as you state small - business into a more profitable and larger one - presumably what they/Schiit desire - I don’t think it unreasonable to expect to be able to speak with someone, even if just to just hear a voice and nothing more.  

I can also tell you that I had a reputable dealer of audio gear in the business over 35 years call them to inquire about buying in bulk. They haven’t returned that call either. Hardly a connection problem, wouldn’t you say? Reason I asked the dealer to do this is specifically so I could be *their customer*, the dealers, not Schiit. Sad, wouldn’t you say? By all means, please pass this writing to your contact at Schiit.

Yes, I can shop elsewhere. I understand their products generally receive favorable and stellar reviews. Otherwise no one would care less whether or not they have product failures, honor their warranty and have admirable customer service. It’s only because their products are revered that customers and *potential customers* such as myself do care about other aspects of their business, beyond the product itself.

Frankly, the OP of this thread should be awarded a free upgrade from Schiit.