Originally Posted by Matt34
IMO, I.D companies live and die by their reputation. They can't afford to just "disappear", despite the excuses of fanboies.
The community as a whole isn't as tolerate as it was a few years ago, which is a good thing.
I totally agree. Let me just say that I have spoken with Chad previously and I found him to be very nice, helpful. knowledgeable, intelligent, etc. He took the time to listen to my room, challenges, placement, etc and really was very helpful. I did have to call a few times to get in touch with someone at Epik (it sounds like Chad is the only one there to answer the phone).
I frequently have recommended Epik subwoofers on this forum and others, as well as to friends and neighbors. That said, there are many disturbing trends that I am seeing with this company that I previously had first hand experience dealing with eD (as a customer). Amp failures. It seems that these occur more frequently with Epik than with competing brands such as Hsu, SVS, Rythmik, etc. When they do occur, Chad seems to take care of them, but the trick can sometimes be getting in touch with Chad and getting the RMA. As a customer, it is very frustrating when such a critical component of your home theater is not working and it can take days or even weeks to start the RMA process. I know there was a recent phone switch, but I have literally read through this entire thread when I was researching a subwoofer purchase, and it seems a number of people have had issues getting in touch with Epik. I think this points to Chad being very busy and, from what it seems, a one man show.. If Chad gets sick, goes on vacation, gets very busy, etc there is a gap in communication.
My advice to Chad is to either hire someone part time to help work the phones, and if this is not feasible, understand that you will lose potential business. You also cannot go dark for weeks at a time and need to do a better job communicating if you are out or there are technical issues. This is something as simple as a post on your website letting users know there is an issue with phones/email and offering a workaround number or email address. Like Matt said, as an ID company you have to have a good reputation and a big part of that is customer service. There is lots of competition in the ID audio space and more companies emerging all the time. Some of which have been around awhile and answer the phones on the first try and respond to email within hours, not days. I know I am reluctant now to recommend Epik products based on what I have read and observed in recent weeks. I think it would help if Chad would address the issues with real answers and solutions and provide more confidence to current and future customers.