Originally Posted by Henry Lambert
Dave I am sorry that it was your company that I used to make this point. Like I said in an earlier post I have a lot of respect for you and your company and know that my purchase troubles are not the norm for Ascend Acoustics. I have every intention of being a return customer. You do make a great speaker for a good price. Before I place any order I will call to remind you who I am, the worst ID customer ever, to see if you want my business.
Thank you Henry - your post is much appreciated and again, I am really sorry for your experience. The info you posted about problems regarding Canadian Post make sense and might be the reason why your grille was never delivered, who really knows at this point. The majority of our shipments to Canada are by UPS, but it is simpler and more affordable for small packages to go by USPS. BTW, you are FAR from the worst ID customer ever, lol. Oh the stories I should share one day...
To address another comment, we are a small company and we must remain lean - we are quite a bit different from most other ID companies these days as we still assemble, test, clean & package everything in our factory (even $300/pair speakers). The majority of our focus is in daily production, which is often why we can be late to respond to emails - especially during the holiday season (November through the end of January) - there just aren't enough hours in the day
While I wish we had the ability, it is not possible for us to follow-up with customers to make sure every shipment we send out is received. I am a consumer just like all of you, and I have rarely (if ever) had that follow-up experience - if I order something and it is not received in a timely manner - I call or email (usually call).
In this case, even if Henry had received the grille, he still might have formed the same opinion and he is entitled to it. With that in mind, he can also be questioned as to what happened, - no different than the old days here at AVS when people with 1 or 2 posts would post a review in an ID thread stating "these are the greatest speakers ever" and they would be called out. It goes both ways - it is the nature of these forums and the forums help shape the landscape of ID - both go hand in hand with each other. They can make us or break us - but in the end, (product quality aside) isn't it a far nicer and more personalized experience than dealing with a salesman?
Think about it - I have an entire production line of speakers waiting for me to test, yet here I am addressing posts on this forum.... I have not insulted anyone, nor have I defended our position - none of us here were aware of Henry's situation, now we know - and all we can do is learn and promise to do better with him next time.
Things happen, we ship a lot of products and we are not perfect. I can change our business model - have everything fully assembled overseas, warehoused and shipped to customers from fulfillment centers and thus giving us a lot more time on CS. Or, I can significantly raise our prices to match what the "norm" is for profit margins in this industry - thus decreasing our sales volume and giving us more time to spend on CS. Neither of these changes are what I want for Ascend - so to be competitive and somewhat profitable doing what we do best, we must make some sacrifices - and that sacrifice is that we very well might be late on email replies compared to some other companies or we might have to put someone on hold or call them back later. We do the very best we can…