Empirical labs customer service!

[therealbigd]

Originally Posted by icebox

So I emailed Empirical today and an hour later Dave Derr himself answers back with the answer. I love good customer service.
So, anyone else with good customer service stories, Empirical or not?

PMC speakers are wonderful.

Had a rattle in one of my speakers, rang them, they just said 'send them back'. Took them in in person, waited 2 weeks, had them UPS'd back to me with full report inside with everything they found and everything they did.

Really smooth, no messing around. Went from hearing rattle to not hearing rattle in a 2 week period. Very personal and simple!

I do like buying from British brands.

[Sofa King]

Originally Posted by icebox

So I emailed Empirical today and an hour later Dave Derr himself answers back with the answer. I love good customer service.
So, anyone else with good customer service stories, Empirical or not?

I too have had a ridiculously good experience with Empirical Labs service.
My Fatso, thats about 7 years old, went on the fritz.

Dave Derr, responded promptly to my email, he went to great lengths to explain what he thought the issue was.
I sent my Fasto Jr. in, and they fixed the issue, and THEN, practically replaced everything else, all new caps, new pots and knobs.

When investing in high end gear, its comforting to know that people actually stand behind their products.

Unlike Avid...
You can spend 25K and cant get anyone on the phone.

Thanks again Dave and Empirical Labs.

best,
Sean

[Mazaga]

Empirical Labs is great in many levels. I love the gear and have several of them.
People there are outstanding. And yes... Dave is great

[DaKid]

I'll start off by saying they are a great group of people over there.

As an XMas gift I got a derresser... Threw it into my lunchbox and... it didn't pass any signal. Not knowing where it was purchased, I called EL and asked if I could bring it to them. I drove over there (about an hour and a half drive) and was welcomed into their place... which was pretty sweet (tons of distressors, lil freq's.... it was similar to heaven) They took me and the derresser right to the back to test it out - and it didn't pass signal there either... it DID pass signal in pretty much every 500 series rack there aside from the API lunchbox (which has EL in their "VPR alliance"). I was given a brand new one off the shelf and got home and the same thing. I let them know, they asked if I could find out where it was purchased... I did and told them and never heard anything back. I've held onto it as I'm sure I'll buy another 500 series rack in the future and I can use it then, but also I'd feel uncomfortable selling it knowing that it doesn't work in an API lunchbox for whatever reason. And I probably could have gotten some kind of resolution if I were nagging and persistant, but I'm not really that kind of person.

Like I said, great people - I just wish we could've came to some solution. Hopefully one day when I get another 500 rack I can give it a go and actually enjoy one of their products.

[Blitenz]

Ive had a distressor down (a blown cap) and their service was top-notch, they've sent me a PCB print and all the instructions on how to change it. Very satisfied

[ritelec]

Originally Posted by icebox

So I emailed Empirical today and an hour later Dave Derr himself answers back with the answer. I love good customer service.
So, anyone else with good customer service stories, Empirical or not?

My story is I'm in construction.......

always superior customer relations.......

These days.......you loss a bid for 10 bucks......


Gotta get out of that business and into this one (ah the grass is not always greener)

got to get out of the box too..........

[ritelec]

distressor.is that hardware or sound toys???

[DaKid]

Originally Posted by ritelec

distressor.is that hardware or sound toys???

Hardware. I think you're thinking about the Decapitator... which is soundtoys distortion plug in.

[Doc Mixwell]

Originally Posted by ritelec

distressor.is that hardware or sound toys???