24th May 2012
It's not actually Adam's job to supply anyone with new monitors, that's the job of the dealer that the customer bought the monitors from.
We're dealing with a traditional sales chain in this case: Adam sells to distributors, distributors sell to dealers, dealers sell to end users.
I know it's a bit counter-intuitive in the internet era where users are able to interface directly with manufacturers, but Adam's customers are Adam dealers, not Adam owners.
Dealers sell the product at a markup, so they make a profit, and in exchange their responsibility is to service and support the customers they make that profit off of. If manufacturers have to provide direct support to everyone that uses their wares, their support costs will skyrocket as will the associated infrastructure, and at that point it becomes unclear what exactly the dealer is there for other than to skim profit as a middleman who disappears the instant someone needs something.
So if Adam users are having issues with their speakers (and I confess I have zero personal knowledge about the situation you're referencing), their dealer should be bending over backwards to get them sorted because that's their job. If they do a crap job of it, then you know who *not* to buy from next time, and *that* is where the responsibility should be placed.
Admittedly, I've got my biases because I'm an end user of api, chandler, phoenix, burl, pelonis etc., but I'm also a manufacturer and I'm friends with many of the guys who run those companies. We're small boutique outfits so we can support our users more readily, but when you're a global juggernaut like Adam you have to rely on your dealers or you'll be snowed under just servicing your customers.
Gregory Scott - ubk