Customer Service - The way it should be
joecoulson
Posts: 4,272
Some of you know about the issue I had with an Auralic device, but for those that don't, here is a brief overview:
I ordered a brand new unit from Underwood Hifi on June 27th and because their warehouse is in my backyard, I picked the unit up. I set it up and was running it flawlessly for about 9 days.
All of a sudden, the display screen had horizontal lines running through it.
All other features worked fine, it's just the screen was messed up. SO I posted on the Auralic forum about it and the CEO posted this response:
The display module is not installed properly and mostly the FPC cable on the back or was damaged during transportation. What we usually do is to replace the entire display module in case there is any potential problem. Please contact your local distributor and have this problem fixed.
So my first thought was "fixed" ? I had just spent close to $4k on this and after 9 days it failed and they say "fixed"? ugh. To be perfectly honest, because the screen is (as clipdat said) probably the least expensive thing in there, and had the least to do with why I purchased this unit, if they fixed it - it would be ok. But a new unit was definitely preferable.
So I did as they said, and contacted Walter from Underwood. When I sent him pictures of the issue, his first reaction (within one hour of sending it) was "I'm on it". He sent the issue direct to Auralic to process the RMA. Not only did Walter do the things you would expect (contact the manufacturer on my behalf, process the RMA) but he also sent me a prepaid UPS shipping label. I know most of might think yeah, sure he did. But it's common for RMA's to be processed with the shipping liability laid at the customer's feet. Additionally, he said that as soon as I dropped off the unit and got confirmation of shipping the old unit back, he would process a brand new unit for me.
I just got the brand new unit back today - it came ground from OR so it was only delayed by distance.
Up and running, I am thrilled to say that Walter (not that he didn't before) has a customer for life!
That is how Customer Service is defined.
I ordered a brand new unit from Underwood Hifi on June 27th and because their warehouse is in my backyard, I picked the unit up. I set it up and was running it flawlessly for about 9 days.
All of a sudden, the display screen had horizontal lines running through it.
All other features worked fine, it's just the screen was messed up. SO I posted on the Auralic forum about it and the CEO posted this response:
The display module is not installed properly and mostly the FPC cable on the back or was damaged during transportation. What we usually do is to replace the entire display module in case there is any potential problem. Please contact your local distributor and have this problem fixed.
So my first thought was "fixed" ? I had just spent close to $4k on this and after 9 days it failed and they say "fixed"? ugh. To be perfectly honest, because the screen is (as clipdat said) probably the least expensive thing in there, and had the least to do with why I purchased this unit, if they fixed it - it would be ok. But a new unit was definitely preferable.
So I did as they said, and contacted Walter from Underwood. When I sent him pictures of the issue, his first reaction (within one hour of sending it) was "I'm on it". He sent the issue direct to Auralic to process the RMA. Not only did Walter do the things you would expect (contact the manufacturer on my behalf, process the RMA) but he also sent me a prepaid UPS shipping label. I know most of might think yeah, sure he did. But it's common for RMA's to be processed with the shipping liability laid at the customer's feet. Additionally, he said that as soon as I dropped off the unit and got confirmation of shipping the old unit back, he would process a brand new unit for me.
I just got the brand new unit back today - it came ground from OR so it was only delayed by distance.
Up and running, I am thrilled to say that Walter (not that he didn't before) has a customer for life!
That is how Customer Service is defined.
Auralic Vega G1/Rega TT/Denon SACD - Parasound P6 - PS Audio M700x2 - Elac Adante AF-61 - AQ Niagara 5000 - SVS SB16u
Comments
We all see such horrible CS these days. Its weird when you do see it.
Office-Infinity Kappa 600, Kappa Center, in ceiling Polk RC80i, Marantz 5012, OPPO 203, Pioneer Elite PDF-59 CD, PSA Stellar 300, Sony 510C 48"
Master BR- LSi7, Signature S15 Dolby Height, LSI700 in ceiling, SVS-SB3000, Marantz 5012, Emotiva XPA-5 G2, OPPO 203, Pioneer DVL-919 Laser Disc, Sony 55" 800B
Patio- SDI Atrium8 x3, Emotiva A-100 amps x3
*****************************
Glad it worked out for you.
H9
Pass Aleph 30 | EE Avant Pre | EE Mini Max Plus DAC | MIT Shotgun S3 | MIT Z P/C's | updated SDA 1C| SQ Box Touch/Welbourne Labs P/S- Tubes add soul!
Your avatar is terrifying.
One can only hope, but don't hold your breath.
Normally you probably would've had to wait for Auralic to repair your other unit under warranty, and then that same unit would be shipped back to you. By having a new one shipped out, he really minimized a lot of your downtime. Very nice.
Super nice guy
Desktop rig: LSi7, Polk 110sub, Dayens Ampino amp, W4S DAC/pre, Sonos, JRiver
Gear on standby: Melody 101 tube pre, Unison Research Simply Italy Integrated
Gone to new homes: (Matt Polk's)Threshold Stasis SA12e monoblocks, Pass XA30.5 amp, Usher MD2 speakers, Dynaudio C4 platinum speakers, Modwright LS100 (voltz), Simaudio 780D DAC
erat interfectorem cesar et **** dictatorem dicere a
Office: PC,EAR Acute CD Player,EAR 834L Pre,Northstar Designs Intenso DAC,PASS ACA Monoblocks,Denon UDR-F10 Cassette,Acoustic Technologies Classic FR Speakers,SVS SB12 Plus sub,MIT AVt2 speaker cables,IFI Purifier2,AQ Cinnamon USB cable,Groneberg Quatro Reference IC's
Spare Room: Antique Sound Labs Wave AV-8 Monoblocks,Tisbury Mini Passive Pre,Tjoeb 99 tube CD player (modified Marantz CD-38),Analysis Plus Oval 9's,Zu Jumpers,AudioEngine B1 Streamer,Klipsch RB-61 v2,SVS PB1000 sub,Blue Jeans RCA IC's
Living Room: Peachtree Nova Integrated,Cambridge CXN v2 Streamer,Rotel RCD-1072 CD player,Furman 15PFi Power Conditioner,Polk RT265 In Wall Speakers,Polk DSW Pro 660wi sub
Always easy to work with.
Vinyl: Fluance RT82 * Nagaoka MP-110 * Bottlehead Reduction + Integration Upgrade * KAB RF1
Vinyl II: Audio Technica AT-LP120X USB * AT120Eb * ART DJ Pre II * Acrylic Turntable Mat
Video: Hisense 55H8F * Panasonic DMP-UB200 * ROKU Streaming Stick + * Z-line Designs Elektra
Everything is MAGNIFICENT!
It's a shame that current younger generations and those following will most likely never know what it was like to have interaction with people and businesses that truly cared about their reputation and customers. It's all science now, companies making moves for fractions of profit and efficiency gains. There comes a point where there's nothing left to squeeze, so it moves to sacrifices in product quality, quantity, and/or employee treatment/benefits.
Can't really blame a CS rep for emptily responding to an issue with a line reading, "I'm sorry to hear about your difficulty with [widget], yawn...", and actually yawning.