Originally Posted by Tank_PD
This isn't the first I've read about poor support. It is making me consider other brands for my next pre preorder. Anyone else have any thoughts?
I am a new Krell foundation buyer. Initially I was encountering some issues. But kept hanging on there and finally got the ARES set up last night. Was truly impressed on the first run!!!
There were some pending questions and I called Krell. A gentleman called Ray responded. We talked for around 15/20 mins and then he transferred me to the Krell President Bill McKiegan. I left a message, as he was not available. He called me back in less than 30 minutes! I would say, this is really outstanding, given the fact that this is a small high-end company with limited Customer Service resources and in the middle of a new product introduction initiative.
I work for a large corporation at Program Management level and hence, completely understand the challenges of customer service related issues. Now, being able to not talk with one, but two management personnel is going to encourage me to say that, these folks are doing their best to serve the customers. A little lapse here and there might be unintentional and it won't hurt if we be forgiving about those. As a side note, the dealers of Krell are also expected to step up under the situation when the buyers are facing some issues, especially as this is a new product. I would believe, that will be a win-win situation for all parties concerned - the buyer, dealer and manufacturer.
BTW, I am quite happy so far with the performance of Krell Foundation. Will come back with more on my experience soon.