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Post by Johnkenn on Feb 27, 2014 9:28:40 GMT -6
Post great customer service experiences here.
I'll start. When Heritage Audio first came out, they sold directly to the customer. I bought one of their 1073 500 units. After a couple of months, I noticed I was having a gain problem when using the Lo cut knob...I think I posted somewhere stating the problem - I also emailed Heritage. That same day, I got a PM from ALTO MUSIC - even though I didn't buy it from them - saying I could return the unit to them and they would ship a replacement. They shipped the replacement before I sent mine back! I know that they are one of the distributors here in the States, and it was in their best interest to fix issues, but how many times have you experienced THAT kind of customer service? Alto absolutely gained a loyal customer and Heritage gained a lot of respect. Now THAT'S customer service.
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Post by svart on Feb 27, 2014 9:36:13 GMT -6
Alto is great. I bought my Alphalink setup from them like 8 years ago. They not only gave me less than list price, they helped me get financing for it when no one else would. Dude called me up from time to time to make sure everything was cool and that I liked it, and just to chat about recording in general. No pressure or anything. Really cool.
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Post by henge on Feb 27, 2014 9:38:43 GMT -6
Client accidentally breaks off one of the knobs on my Great River EQ2NV. Don't ask. I call Dan at GR. He gives me complete directions on how to remove the faceplate. I ship the faceplate down on my dime. He fixes it the day it arrives and ships it back the same day on his dime. Done. Great guy and excellent sounding gear. Excellent service.I really want those PWM comps in 19 inch!!!
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Post by Johnkenn on Feb 27, 2014 9:39:50 GMT -6
Thanks, Henge...it was your post that gave me the idea for the thread!
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Post by svart on Feb 27, 2014 9:50:17 GMT -6
Hmm. Just realized that Alto has the MX4 card I need. I guess I'll buy it from them.
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Post by Johnkenn on Feb 27, 2014 9:53:18 GMT -6
THIS is the power of positive customer service.
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Post by henge on Feb 27, 2014 10:01:56 GMT -6
THIS is the power of positive customer service. Good words can spread like wildfire... |
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Post by jcoutu1 on Feb 27, 2014 10:20:50 GMT -6
For customer service sake, I deal with Mike Soper at Sweetwater. Always answers my questions promptly, sends candy with my packages, calls to make sure that I got everything and everything is working as it should. Solid customer service.
For price, Musician's Friend and Pro Audio Star almost always hook me up with great deals.
For auction/personal sales, reverb.com has been great.
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Post by Deleted on Feb 27, 2014 21:56:23 GMT -6
Daking Audio
I discovered that two Daking Mic Pre Ones had the same problem.... LED induced noise at high gain. I posted online to investigate as I assumed I had a repair issue. Geoff's partner responded right away that it was a need for a modification and that he could do it in 3 weeks time. I simply asked if I could ship them later to nail his availability and eliminate my wait time. The next thing I know, I have a voicemail from Geoff. He found a tech in my town to do the repair, at his cost. I never had to ship them anywhere. With all the communication and help from Geoff, I felt like I got service above what I deserve. Super responsive and concise, clear communication.
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Post by tonycamphd on Feb 28, 2014 7:05:53 GMT -6
Proaudiotubes@aol.com
Christian Whitemore REALLY knows his stuff, email him with a question, he emails u back with a thoughtful reply! When u decide what u want, it's delivered exactly as described, within a day or 2. A ton of gear designers/ builders at Groupdiy use Christian, he's the man.
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Post by henge on Feb 28, 2014 7:25:12 GMT -6
Proaudiotubes@aol.com Christian Whitemore REALLY knows his stuff, email him with a question, he emails u back with a thoughtful reply! When u decide what u want, it's delivered exactly as described, within a day or 2. A ton of gear designers/ builders at Groupdiy use Christian, he's the man. Great to know. My wife has an ART stereo pre thing( pro mpa I think?) which sounds pretty good. New tubes would up the game on that puppy!! Thanks Tony for the reco. |
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Post by joey808 on Feb 28, 2014 23:08:20 GMT -6
Great River and Cranesong...Amazing customer service!
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Post by cowboycoalminer on Mar 1, 2014 9:29:25 GMT -6
I always get great service out of Sweetwater. 99 % of the time, I'll just e-mail my salesman with what I need and walk away. It's usually here the next day. Couldn't ask for more.
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Post by adogg4629 on Mar 1, 2014 12:19:09 GMT -6
I will weigh in with RSPE. Even when I don't buy from them, they are really good at offering up advice. Fab Filter, Blue CAt audio, Pro Tools PC are also top notch when it comes to customer service.
Bad Customer service- AVID, Steinberg, Apple, and Vienna.
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Post by jcoutu1 on Mar 1, 2014 12:41:36 GMT -6
I will weigh in with RSPE. Even when I don't buy from them, they are really good at offering up advice. Fab Filter, Blue CAt audio, Pro Tools PC are also top notch when it comes to customer service. Bad Customer service- AVID, Steinberg, Apple, and Vienna. I dealt with a cat over there once. He wasn't able to get me a better price or match what I found at another shop, basically because shipping across the country was going to cost him, but he was very helpful and knowledgeable. |
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Post by adogg4629 on Mar 2, 2014 0:56:33 GMT -6
They are all like that there. Good thing for me is that they are a 10 minute drive away. LOL.
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Post by Deleted on Mar 4, 2014 3:57:07 GMT -6
OK, i have to drop a word about the guys from (ex-)Klein & Hummel, that helped me out with service manuals and availability information of parts from decades old monitors. Great service, they literally gave me all info they had.
I hope the last 6 employees that Sennheiser took over are still reachable, now under the Neumann brand. Great guys that know their stuff, very helpful!
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Post by delcampo on Mar 11, 2014 16:42:42 GMT -6
Proaudiotubes@aol.com Christian Whitemore REALLY knows his stuff, email him with a question, he emails u back with a thoughtful reply! When u decide what u want, it's delivered exactly as described, within a day or 2. A ton of gear designers/ builders at Groupdiy use Christian, he's the man. Christian knows his stuff, is very fair & very on top of corespondence. High marks for sure ! I've also had good experiences w/ Phil /retro Radovan /api Peter /shadow hills & Lavry to name a few that are coming to mind. |
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Post by jcoutu1 on Mar 15, 2014 13:42:37 GMT -6
Just made my fist purchase from Vintage King. Just after, I got the following email. Pretty cool...
Servicing For Your Order
Greetings from Vintage King and thank you for your recent purchase!
My name is Cedric Yee and I co-manage the technical department here at Vintage King, where we'll be servicing the item(s) on your recent order. If you have questions or concerns, don't hesitate to email or call me. I'll be your point of contact throughout the processing of your order from this point on.
What do we mean by servicing?
At Vintage King, we want you to be completely confident when buying used or vintage gear. As a part of that commitment, whenever you make a purchase, we carefully evaluate and service the used item(s) in our in-house tech shop, just before shipping. Our team gives your gear a thorough inspection and double-checks specifications, making sure the item is fully functional and working as the manufacturer originally intended. In most cases, our used and vintage items even come with a free warranty, giving you added peace of mind. Click here to learn more about Vintage King's warranty protection.
Your Service Timeline
Once the order is confirmed, we place your item(s) in our service queue. Although we do our best to meet the target date you discussed with your sales person, delivery times can fluctuate due to the nature of servicing vintage and used items. We understand the importance of your purchase, however, we never compromise quality to rush an order.
Notifications
We will notify you once we begin the servicing process and will contact you with updates, as needed. For an updated ETA, please reach out to your sales representative or feel free to get in touch with me.
Thank you,
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Post by odyssey76 on Mar 17, 2014 13:42:32 GMT -6
Here's something I posted about 2 years ago on the other forum site: I wanted to share a great experience I just had with Mark and Beth McQuilken at FMR Audio.
I bought a PBC-6a on ebay. When it arrived I realized something was seriously wrong. It was passing audio but absolutely no gain reduction happening. My new (used) compressor simply wasn't compressing! I thought about taking issue with the seller but really had been looking forward to getting one of these and didn't want to give it up. I decided to call FMR and find out how much a repair would cost me. Mark answered the phone (which blew me away) and I explained my problem to him. He set up a time for me to call back so we could troubleshoot the unit together.
I took the top off the comp and he had me examine the innards. He concluded that there was an entire component missing from the board. It appeared someone had removed it completely. Mark told me to send it to him in Austin, all I had to do was pay the shipping charges and the repair would be free. I was shocked! I think I even said: "Are you sure, I mean, I bought this on ebay." He said that he was just excited that I want to use his product and it was an easy fix. I was utterly dumbfounded.
Anyway, I just got the PBC-6a back today and it sounds fantastic! I'm so glad I decided to keep it. If I had sent it back to the ebay seller I wouldn't have 1) been able to open up and troubleshoot a PBC-6a with the actual guy who designed and built the thing! 2) Wouldn't have had the best customer service experience of my entire life. FMR gained a customer for life and the next time I buy something FMR, it will be new!
BTW - I'm not a dealer or in any way affiliated with FMR. I'm just a small, "wanna' be" up here in Northern New England. Much gratitude Mark and Beth!I buy a lot of used gear and so I get things checked out pretty regularly. Since this thread I've had dealings with a couple major audio companies who make great gear and I can't say the service was anywhere near as good as this...............and then there's Bryce at Warm Audio who responded to every email I sent him and the problem turned out to be my microphone not his WA12. This was just before the Tonebeast was released so I imagine he was insanely busy - still took the time and I'll remember that. Very cool guy who'll be getting more of my business in the future!  |
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Post by Johnkenn on Mar 18, 2014 7:25:25 GMT -6
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Post by odyssey76 on Mar 18, 2014 11:34:46 GMT -6
Thanks JK. I like what you've created over here. Great vibe (for lack of a better term) and I see a lot people whose threads/posts I used to follow on the other site including a few of the banished! Nice work! |
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Post by Johnkenn on Mar 18, 2014 11:40:52 GMT -6
Spread the word!
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Post by drumrec on Apr 30, 2014 12:23:29 GMT -6
Bringing to life this thread. Must add Kimberly and Tracy Korby at KORBY AUDIO for a very nice and helpful reception, top notch |
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Post by svart on Apr 30, 2014 14:25:26 GMT -6
Bought my SSL MX4 card from Alto Music not too long ago. Yet again great service. Their website stalled on me one night while I was ordering 2500$ worth of PCI card and optical cables, so I tried again and that triggered my credit card fraud thing so it wouldn't go through. I got an email from Alto the next day to inform me that they had seen my attempt and subsequent failure to order, and wanted to know if I needed any assistance. By that time I had already straightened it out with the bank and placed the order. They sent me a couple emails to keep me informed of my order process. They paid to have the items shipped separately (quicker) and the card was drop shipped directly from SSL as an overnight delivery.. Very expensive shipping to say the least.
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