[HWM]

Just wanted to share the best customer service experience I've had for a while--and the only one I'd say approaches the service Curt delivers. I know its off topic, but man, I haven't had a company treat me this well in a very long time.


I've had a pair of axiom M40s for going on two years, and one of them just started exhibiting a buzzing noise from the woofer. I just called axiom's tech line (at 9:00 at night central time mind you) and they had me switch the speakers (which I'd done once, but did again anyway) and tighten up all the screws. when that didn't help, the tech took down my info and is sending me a new driver. Just like that. Couldn't have been on the phone for more than 10 minutes total. No transferring 10 different times, no being forced to transfer to a supervisor, no talking to someone from Pakistan, no "I'm afraid we won't be able to assist you." Awesome, friendly, service, from a guy that was more concerned about my satisfaction than his time, all in all the best customer service experience I have had in long time (on par with Curt --which is a huge compliment to axiom).


When I upgrade next year, it will be to axiom M60's and one of their new subs. I've been an axiom fan for a while, but they have just cinched a lifetime customer...

 

[Mr Postman]

That's nice to hear.


For me customer service is everything for me to buy from someone, or even considering buying a product. Last time I upgrade my speakers, I ordered from a swedish internet based company, because they had the cheaper price, and because absolutely none of the HT stores in my region have anything near quality service, but it took them close to three months to deliver all the peices.


Now I pretty much order everything from porteins to HT stuff from Germany, UK, or US/Canada. Cheaper on the same stuff, with better service and faster shipping than buying from my own country. Lol, but it takes 4-5 days ordering 10 pounds of proteins from UK, and it takes 7-9 days ordering it from a different city in my own country. And the shippment cost from UK is actually cheaper, go figure.



Great service is when you feel spoon-fed, cradled, and tickled under the chin.


Fred.

 

[pcCinema]

Harman Kardon gets an a+ from me.


It'll be a really short list if others chime in. Maybe nobody has because good service is so very rare.



Troy

 

[Ray Cendroski]

Best service I ever got was on an SVS subwoofer. I received it in a damaged state, and sent a "nasty gram" e-mail on a Sunday outlining the problem. That same afternoon, I got a call from Ron who I believe is one of the owners.


Their plant is located about 100 miles from my home in Ohio. He arranged for a personal delivery of a new replacement to be sent out the next day.


Sure enough, that Monday afternoon two guys drove thru a blizzard to drop it off at my house. They came in and we set it up to make sure everything was working ok. One of the guys had personally built and tested it himself earlier that day. We ran it thru it's paces while watching some demo material on the projector.


Even my wife was impressed. Certainly my best experience ever with a company.


Ray

 

[raster]

Isn't it funny how thrilled we are to get the service that we expect from a company?







Quote:

Originally posted by HWM Just wanted to share the best customer service experience I've had for a while--and the only one I'd say approaches the service Curt delivers. I know its off topic, but man, I haven't had a company treat me this well in a very long time. I've had a pair of axiom M40s for going on two years, and one of them just started exhibiting a buzzing noise from the woofer. I just called axiom's tech line (at 9:00 at night central time mind you) and they had me switch the speakers (which I'd done once, but did again anyway) and tighten up all the screws. when that didn't help, the tech took down my info and is sending me a new driver. Just like that. Couldn't have been on the phone for more than 10 minutes total. No transferring 10 different times, no being forced to transfer to a supervisor, no talking to someone from Pakistan, no "I'm afraid we won't be able to assist you." Awesome, friendly, service, from a guy that was more concerned about my satisfaction than his time, all in all the best customer service experience I have had in long time (on par with Curt --which is a huge compliment to axiom). When I upgrade next year, it will be to axiom M60's and one of their new subs. I've been an axiom fan for a while, but they have just cinched a lifetime customer...

 

[Mr Postman]

or perhaps we're relieved to know we didn't get the service we expected.



Fred.

 

[Chris Bigos]

As subwoofers feature in this thread, I'll add my two-penny worth about the British audio company KEF (don't know if that's a "name" in NA). I bought a sub off eBay which started popping mains fuses a couple of weeks after I got it. I got in touch with Roy in their service department, who emailed me the complete service manual.


He then posted me a kit of likely parts - psu caps, relay, transistors, dropper resistors, etc. Replaced all these and no joy. More emails, and he then sent me a set of four output transistors. They did the trick. All next-day delivery, and no charge for postage.


Bear in mind this unit was on it's third owner and about five years old. Best customer service I've had in a LONG time. Thanks Roy - must have some Palme blood in him!