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HOW can components be so expensive, and yet customer service is so bad.

I recently moved and had to set up the system again.  In moving things around, I have had some questions and issues, so I've had to contact the dealers and manufacturers a few times over the last few weeks.  I'm still waiting for a response from most of them.  

I had a static issue with my McIntosh amp.  I contacted them a couple of weeks ago and I still have not received a response.

I need a part for my Revel speakers.  I've contacted Revel (now Harman) twice over the last week - both phone and email.  No response.

I had an issue with my Weiss DAC cutting out. Turned out it had shipped with a missing part.  I hoped for a new unit or at least a replacement part, but Weiss told me to fix it myself with miscellaneous parts from around the house - basically chicken wire and bubblegum?  The dealer finally sent me a replacement after a couple of weeks of trying different solutions.

I tried calling the audio dealer in Charlotte where I bought the speakers but they never return calls.

I spent a long time researching and building my system and really enjoy my system.  But I might have made different choices if I had known about poor / non-existent customer support.

Premium stereo components are so expensive that I would expect premium service, or at least return my calls for service or for parts.  Do I just have bad luck or are others experiencing similar lack of support?

mojo771
woots's avatar
woots
368 posts
 

I have found that working with a dealer you really trust and creating a relationship with them beyond just buy/sell has been helpful.  I often reach out to dealers to touch base, see what’s happening in the marketplace and if any new items are coming on the market.  By doing this I have never had any issues when I really needed help. 

yakbob
511 posts
 

You don’t mention if your McIntosh amp is still under warranty or not. If so, I’d head straight to the dealer. If not, give AudioClassics a call. They do excellent work and are extremely knowledgeable of Mc equipment.

mahler123
4,012 posts
 

I have a dealer who is polite, responsive, makes house calls, and I think that I am going to add him to my Christmas Card list and my Will because it is so effing rare these days.  I will be getting new speakers in the next year or two and have decided that I am going to limit my choices to brands that he carries.  In fact I may as well do that for all gear going forward 

gammajo's avatar
gammajo
852 posts
 

Chris at Ember Audio a fabulous dealer. Always had good responsiveness from Von Scweirkert Audio, Vinni Rossi, Jeff Rowland

sns
4,218 posts
 

One of the reasons I generally don't purchase audio components from large faceless corporations. I've been purchasing components from smaller scale operations for years, direct communication with owner/designer, these guys can be very generous with their time, solve your issues. Minus this, dealers are the key, having in house technical department important to me.

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