25th January 2006
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#1 | | Banned
Joined: Oct 2005 Location: Penis Kitchen, California
Posts: 1,230
Thread Starter  | Best Customer Service- Sound off!
After some VERY good experiences with gear manufacturers customer support, I thought Id start a thread to see which companies are going that extra mile!
Top 3 please!
Ill start
#3 GML- I bought 2 used pieces and GML has been WONDERFUL. I needed a power link cable and after 2 emails(from GML) confirming contact info and cost- THEY CALLED 3 days after Christmas to set up the cable (which I no longer needed since the seller found it for me). It was a cheap cable on a piece of used gear and they called me-NICE. Plus Ive gotten SAME DAY RESPONSES for the 3 emails I sent -for USED GEAR!
#2 Apogee- Yup, the guys at Apogee stand by their products, and AGAIN I bought my AD8000se used. I had an output issue, and insisted they were wrong as to the solution- NOPE I was wrong and they patiently walked me through the problem. Another SAME DAY RESPONSE on all 4 of my emails again on USED gear. Plus follow up- Thanks guys. Regardless of whether you like their products or not, the service is top notch(Though I admit I LOVE MY AD8000se!)
#1 OMNIRAX- Yup BY FAR THE ABSOLUTE BEST CUSTOMER SERVICE IVE EVER SEEN. (I tried to stay current in, number 2 and 3 are from 2005, but this was a couple years ago) I purchased a light slant rack from them. It sucked. And by suck, I mean the screws to mount the rails ACTUALLY POKED THROUGH THE OTHER SIDE. This was a case of HORRIBLE design and ZERO forethought. I emailed them that I had apparently received a rack built by drunken midgets and I would never purchase from them again. The next day I got an email letting me know the midgets were in rehab and the problem had been fixed(seriously, thats how they responded). BUT they also wanted to honor their responsibilities and offered a contact and phone # to get a new one. They didn't give me a new one, they gave me the next line up at twice the cost-shipped for free. This is where things get funny.
UPS sucks. Period. I think they play wharehouse volleyball with my packages.
Ups damaged package one(yes I said one as if there are so many they need to be individually numbered) and I had to take it to the UPS pit of despair and let them photograph their stupidity for posterity. I called Omnirax and they said NO PROBLEM and sent me another that day! NICE! Ups damaged package two. This time I think they played fat delivery guy see saw. I brought it back to have more photos taken. I called Omnirax, they couldn't believe my luck but they CAN believe UPS sucks and YES SENT ANOTHER ONE! It was getting funny by this point. Ups damaged package 3.... I am not making this up(though this time I think they damaged it playing monster truck fork lift rally). I called Omnirax BEFORE Ups-(to be known as Upsuck from now on) and she couldn't believe it. Now Omnirax is fixing UPSuck probelms. I got ahold of my contact, I think the girls name was Shelly-thanks again YOU ROCK, and YES SHE SENT ANOTHER OUT. I paid 60 dollars for that 1st rack and now I was going on my 4th $150 rack. I waited to go back to UPSuck since I figured Id save the xtra trips and bring all the broken ones back at once. UPSuck DAMAGED THE FOURTH PACKAGE. At this point it was just ridiculous- 4 packages, all of which damaged in the SAME WAY. Freaking UPSuck lemmings. The good thing was is DIFFERENT Pieces broke in the last two packages and I was able to salvage the parts to build ONE good one. I told UPSuck to kiss my ass and come out to view the damage, I would no longer drive to the pit of darkness cause your services SUCK! They did, credited Omnirax and I finally had my slant rack. Omnirax never once screwed with me, always was 100% supportive and ready for this...... I NEVER PROVIDED A RECEIPT! They did all of this based off my word-NO PROOF I EVER OWNED ANYTHING! I doubt this is normal but obviously they realized the problem and had every intention of making things right! Ive left out the model number intentionally, would hate for someone to read this and take advantage of such a wonderful company! I bought another matching rack from them 6 months later as I expanded- Im a true believer in Loyalty.
I know you guys will have better stories with REAL IMPENDING DOOM- with more at stake other than a rack- but had to give the plug. Manufacturers, WE LOVE WHEN YOU CARE!
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25th January 2006
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#2 | | Lives for gear
Joined: Nov 2005 Location: Kansas City
Posts: 3,147
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Most of the smaller manufactures will help you as best they can, often what seams like a simple step to you can be quite complex ala we would ship you a knew one but we have no stock because a certain part is back ordered, sure ship us yours to fix but it sounds like you need to replace the part that we have been weighting on for 3 momths? How do we know thats wats wrong becuse there are five units like yours here with the same problem and thats why we switched vendors for that part!
Look after 9 years of selling pro audio gear I can honestly say most of the guys in this biz try to help, but quiet often its the dealer distribuer or rep who should be helping!
(WHY is it that mo Digi dealers have a copy of OS 10.3.4 in their hands yet they want to sell you plugins and other toys for your mix system, but if your copyies are some how scratched your out of luck!)
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25th January 2006
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#3 | | Gear addict
Joined: Feb 2005 Location: NE Ohio
Posts: 392
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#1. SADiE US - can't be beat
GML has been terrific on support and lightening-fast turnaround. Just as fast, helpful and efficient has been EMM Labs.
Gus Skinas and Demery at Super Audio Center on Sonoma support have been super!
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With Best Regards, Michael Bishop
Learn why Everything's Better in 5/4! http://Recording.Pro | |
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25th January 2006
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#4 | | Lives for gear
Joined: Nov 2005 Location: Australia
Posts: 1,591
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I've got to mention Rick Perotta from RoyerLabs, he is numero uno for customer service, has looked after me, thousands of miles away with enthusiasm and dedication. They love their products and it shows.
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25th January 2006
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#5 | | Lives for gear
Joined: Sep 2005 Location: Los Angeles
Posts: 2,304
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i want to give my big shoutout to Redco. prompt delivery (okay, they're in CT, i'm in MA; but i would expect instant delivery if i lived across the world); and if there's any problems such as out of stock items, i get a phone call within the same day or the next (if ordered late night), and usually upgraded for a stocked item for free. i even had a website problem while ordering (during credit card page), the order didn't go thru, and got another phone call just to apologize for the inconvenience, and took down the order.
i've never received such a great, responsible service. and the best part is they don't flaunt it like....ehem, sweetwa, ehem...
to come and think of it, i had terrible service from SW, and i really hate when they advertise something but you get something else... i must've gotten a lemon.
thanks, Redco. i wish there are more companies like yours in this world.
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"You can imagine where it goes from here."
"He fixes the cable?" | |
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25th January 2006
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#6 | | Moderator
Joined: Jun 2003 Location: Sweden |
1) Harrison GLW without a contest
2) SSL
3) Buzz Audio
4) Golden Age Music
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25th January 2006
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#7 | | Gear addict
Joined: Nov 2004 Location: Issaquah, WA
Posts: 480
| MANLEY ROCKS!!
I had a part go bad in my Vari-Mu. Emailed Manny at Manley. The part came, WITH SPARES!..... NO CHARGE.... Paul even emailed me to tell me how to replace the part. Now THAT's SERVICE!
Sorry EveAnna.... I shouldn't have told you that.
I'd also have to give a nod out to Digidesign. A lot of people bad-mouth them (yes, even I). I had a 192 crap out on me and they had a new one shipped to me in 2 days!
Lynx has to be in there also for their awesome tech support!
Way to go guys.... and gals!
Regards,
Bruce
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25th January 2006
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#8 | | Lives for gear
Joined: Mar 2004 Location: Toronto
Posts: 1,273
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Chandler Limited has been great to me about my TG-2.
Because of dealer problems, I'm convinced my unit was kicked around on purpose.
Chandler Limited has taken my unit back a few times, shipped, repaired, free of charge.
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26th January 2006
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#9 | | Banned
Joined: Oct 2005 Location: Penis Kitchen, California
Posts: 1,230
Thread Starter | NEW LEVELS OF SUCK
Sweetwater-
Complete BS. Jackasses. I called and asked the difference between the JL cooper and the Mackie control. I said they seem very similar except in appearance and which would you reccommend. The kid, yeah kid, responded (and I QUOTE) " If they are both the same, why dont you just pick one" This is not the first time. I emailed and asked for a quote on a discontinued digi cable, they asked for credit card info and address- WITH NO QUOTE ATTACHED. I asked why he needed my address, he said for shipping, THEY HAVE FREE SHIPPING! High prices, crappy service overall, and Chuck. Though I will say I spend many hours on the toilet reading the catalog..... Plus Chucks picture helps me go.
If youve had a good digi experience, consider yourself lucky.
Digi-
I ordered a drive and cable to be shipped overnight for a session. 3 weeks later, after scrambling to borrow a drive for the session, I called. They billed me and never shipped. I went NUTS! They agreed to give me the cable for free and I cancelled the order for the drive. They sent me the cable, a hat and a cool glowing pen. THEN BILLED MY CREDIT CARD AGAIN AND WHEN I CALLED MY BANK, THEY NEVER PROCESSED THE OTHER RETURN. So I paid for a drive I never got twice and for the cable twice that was supposed to be a comp for screwing me. DIGI SUCKS! Things like that are just unacceptable and I hope digi rots in hell! Im still 100% positive that I ended up paying for the cable twice, somehow they only credited the drive refund. I just got sick of arguing over 60 bucks. I should have called the card and made them deal with it but I just didn't think of it! An owner of a studio I worked for used to turn purple when he talked about digi. I used to bring it up just to see the vein on his temple pulse.
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26th January 2006
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#10 | | Gear addict
Joined: Aug 2005 Location: Abilene, TX
Posts: 499
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Rick Naqvi - PreSonus Audio.
Hands down best guy to work with.
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26th January 2006
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#11 | | Gear maniac
Joined: Jul 2005 Location: SW CT
Posts: 264
| Quote: |
Originally Posted by whitepapagold #1 OMNIRAX- Yup BY FAR THE ABSOLUTE BEST CUSTOMER SERVICE IVE EVER SEEN. (I tried to stay current in, number 2 and 3 are from 2005, but this was a couple years ago) I purchased a light slant rack from them. It sucked. And by suck, I mean the screws to mount the rails ACTUALLY POKED THROUGH THE OTHER SIDE. This was a case of HORRIBLE design and ZERO forethought. I emailed them that I had apparently received a rack built by drunken midgets and I would never purchase from them again. The next day I got an email letting me know the midgets were in rehab and the problem had been fixed(seriously, thats how they responded). BUT they also wanted to honor their responsibilities and offered a contact and phone # to get a new one. They didn't give me a new one, they gave me the next line up at twice the cost-shipped for free. This is where things get funny. | I have a bunch of OMNIRAX stuff. I think its overpriced sh*t. Unfortunately, they have the market cornered on certain types of pieces. I have had two of their desks bite the dust. THEY CANNOT BE MOVED. NEVER MOVE AN OMNIRAX DESK.
At Customer Service, they will tell you "Oh.. we've never heard that before" but I don't believe it at all.
s
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26th January 2006
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#12 | | Gear maniac
Joined: Jul 2005 Location: SW CT
Posts: 264
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Redco audio 
Millenia
Parsons Audio
Dawn Birr at Neumann USA
Rick Naqvi at PreSonus
Digidesign fuuck
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26th January 2006
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#13 | | Lives for gear
Joined: Jun 2002 Location: Bloomington Il
Posts: 5,803
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Manley, PMI and Audio Technica have all been great to me. Manley sent me a free tube for a used VoxBox, PMI send me a free 5 position switch for my Joe Meek that I bought used and was damaged by one of my clients and AT sends new shock-mount elastic and rubber bands anytime I ask.
iZ technology (the RADAR folks) should also be mentioned here. There's always a person to answer the phone and everybody there is very helpful, calm and honest when you call. They even have the toll-free number right on the screen!
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26th January 2006
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#14 | | Lives for gear
Joined: Oct 2004 Location: Burbank, CA, USA
Posts: 1,065
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Very valuable thread, and good replies. Thanks.
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26th January 2006
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#15 | | Lives for gear
Joined: Feb 2003
Posts: 4,793
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35 years in the business and the best service I've ever had comes from Manley and Brent Averill. Both treat you like you are a valued customer and a good friend.
In my book they're the the finest.
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26th January 2006
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#16 | | Lives for gear
Joined: Mar 2005 Location: East Coast, U.S.A.
Posts: 1,807
| iZ - ridiculously great tech support
I own a 1st generation RADAR (yeah, 16-bit and still very nice sounding!) and my RE-8 controller had a real dim LCD display. I emailed their general support line (support@izcorp.com) and got a response back within 40 minutes from N.J. McDonnell. He asked me a few questions to pinpoint the specific cause of my symptoms, in addition to supplying me with a repair estimate if I elected to have iZ service the unit.
When I replied back to answer his questions a few minutes later, I again received another lightning fast response. This time however I received exact instructions on where to locate the trim pot which would allow me to repair this simple item myself.
Given that my RADAR is now 11 years and they don't even sell this model any longer, I gotta say that I am mightily impressed by this level of customer service. I can list many companies whose stuff I've purchased but which they don't even acknowledge any more, and whom I can't imagine would even try to tell me how to do the work myself. And this from a company that didn't even officially market the model I own (OTARI OEM'd these back then).
I can only imagine that the support for their current products is at least this good, if not even better (is that possible?).
Cheers from an iZ Technology fan - Thom
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26th January 2006
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#17 | | Gear addict
Joined: Jul 2005 Location: Chicago
Posts: 447
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Chris at Redco - AWESOME!
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26th January 2006
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#18 | | Gear addict
Joined: Jul 2004 Location: Music City
Posts: 392
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I don't know about BEST but I sent a package to a fellow GS in Canada a week ago and the numbskull at Kinko's lost the documentation and the box came back yesterday! Went back to Kinko's, they made me fill out more paper then I didn't have a new bar code sticker. So I leave, come back to a different person at the counter who tells me that I can't ship international ground without going to the internet first. !!!!!!!! I could have done that at home! Anyway, it's finally on its way but beware of college students working at Kinko's/Fed Ex.
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"Polishing turds is worlds cheaper today but it's really hard to call that progress."-Bob Olhsson
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26th January 2006
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#19 | | member no 666
Joined: Jun 2002 Location: Suffern, NY
Posts: 10,412
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Any/every company with whom we do busines... or we discontinue [or never begin] the relationship.
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26th January 2006
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#20 | | Lives for gear
Joined: Jan 2004 Location: NY
Posts: 712
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Chandler
Empirical Labs
Brent Averill
Mercenary
Hall of Suck:
Waves
Westlake Audio
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26th January 2006
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#21 | | Lives for gear
Joined: May 2005 Location: Providence, RI
Posts: 3,048
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IzCorp. Great service when you need it - which is next to never.
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26th January 2006
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#22 | | Gear addict
Joined: Feb 2005 Location: NE Ohio
Posts: 392
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geez...
How'd I forget everyone @ Millennia Media,
and Dawn Birr @ Neumann
???????????????????????????????????
Both provide terrific support in every way. They've bailed us out more times than I can count!
Also, on a local basis: Kudos to Stan Kozak at Phil Reddish Audio! This guy has been a wonderful advisor and source of info and gear in the Cleveland area for decades when others have come & gone. A rock to be relied upon!
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26th January 2006
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#23 | | Lives for gear
Joined: Sep 2004 Location: Canuk
Posts: 5,703
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The Best Service is
Apple thumbsup
My Powerbook broke down in Switzerland -Apple picked it up fixed it and returned in 4 days.
Bryston thumbsup
If you have any service done by them - you know what I am talking about.
But the 2 Worst are
SSL - Cause they have had my Logic Channel longer than I have had it 
Cabletek Sent is a Radial DI it took 3 months to repair it finally sent it it back and it still did not work - fixed it myself - cold solder joints all over the place.
The had a Prosonus M80 (Back when they handled them)
That took 10 months and they never did fix it. | |
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26th January 2006
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#24 | | Gear addict
Joined: Aug 2003 Location: Asheville, NC
Posts: 424
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Dave at Cranesong
Danny at Requiste
All the folks at IZ Radar
Gene Lawson at Lawson
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26th January 2006
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#25 | | Lives for gear
Joined: Dec 2004 Location: Canada
Posts: 2,829
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I have had a good experience with Mercenary, Calistro Music, Brent Jesse from audiotubes.com, Marquette Audio Labs, Chandler, Tab Funkenwerk.
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26th January 2006
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#26 | | Lives for gear
Joined: Jul 2004 Location: London
Posts: 1,688
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mesa-boogie...great tech support.
neumann are pretty good too.
si
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26th January 2006
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#27 | | Lives for gear
Joined: Jun 2002
Posts: 1,332
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Cranesong - Scott (upgraded my STC-8 to STC-8M w/detent pots). Bought used. Scott met the seller to pick up the unit (not just a few minutes away either), upgraded the unit and shipped to me promptly with no surprises. Went the extra mile to ensure that all my CS gear had the same green knobs gratis.
Mercenary - It probably sounds repetitive due to other posts re: their quality of service all over the web, but if you need to DEPEND on something (order delivery, repair, etc.) going "right", they do exactly what they say they will. Orders go out when they say they will, etc. If you tell them something is urgent they actually act like it. Have not bought anything in a while, but will certainly be back.
IZ Technology - All those folks have been very helpful. Have helped me with several upgrades with great patience.
Brent Averill - Excellent service on the purchase of a couple of original 1073s. When I bought them Avedis was willing to spend as much time as I wanted on the phone discussing options (1081s, etc.). Let me know that if I didn't think the two I received were what they should be, they would replace with a couple. No need.
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26th January 2006
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#28 | | Banned
Joined: Oct 2005 Location: Penis Kitchen, California
Posts: 1,230
Thread Starter | Quote: |
Originally Posted by smarsland I have a bunch of OMNIRAX stuff. I think its overpriced sh*t. Unfortunately, they have the market cornered on certain types of pieces. I have had two of their desks bite the dust. THEY CANNOT BE MOVED. NEVER MOVE AN OMNIRAX DESK.
At Customer Service, they will tell you "Oh.. we've never heard that before" but I don't believe it at all.
s | WOW! We had very different experiences! I admit I wouldn't purchase one of their desks either-you are 100% right DISASSEMBLY NIGHTMARE! Its is basically particle board. I worked at a music store years ago and had to assemble more than Id like to admit- really nightmareish! And when the store closed I had to take them apart. Im feelin ya there! But my rack has been a dream! (though I wouldn't want to take it apart either!)
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26th January 2006
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#29 | | Lives for gear
Joined: May 2002 Location: Ans (Liege) Belgium
Posts: 3,293
| Quote: |
Originally Posted by smarsland Digidesign fuuck |
WOW .... it took 11 posts before someone took a swing at digi.
I guess they're improving then. fuuck
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Chris Lambrechts
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26th January 2006
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#30 | | Lives for gear
Joined: Oct 2004 Location: right coast
Posts: 3,857
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Top Honors From Repair Problem Experience:
Digi
Apple
Chandler LTD
But there are also many companies that I have done a lot of biz with that never have had any problems, just questions.
Pendulum Audio, always answers any questions and is very helpful.
Innertube Audio, same as Pendulum.
I try to not buy any gear from a company that will not give you direct contact information on their website.
I am still waiting for Fairman to get me my repair information (who to send it to, turn around time, etc.) Going on 4 months since initial contact here on Gear Slutz.  | |
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