Hegel , what is the deal with that company ?

[RoseKloud666]

Good day

 

If this is wrong sub forum please excuse me 

 

In under a year i have owned 2 H-360 amps 

 

Both failed within a few months

 

The 1st time i was about 3 months without my amp as it was in repairs

 

It was a huge drama , which i won`t get into here , but it`s enough to say it was very disappointing to be without my music and investment for so long

 

i got no compensation (legally not owed one ) , but i did get an apology

 

Now after just a few months again , the new amp just stopped working (They could nt fix the 1st one so sent a new one) 

 

Its been almost 2 weeks now of contact with Oslo office

 

They told me to ship it for repairs was their last response , over 1 week ago 

 

i have sent them 5 or more emails pleading for assistance in shipping , address etc and no replies yet as i sit here with a expensive paper weight , and the worst , no music 

 

i did months of research before this purchase , their products had 100% positive reviews , so i bought one

 

Since then it`s been alot of disappointment , except when it`s running , it sounds superb

 

Is this normal behaviour for Hegel ? Is it normal to have so many failures in such a short run ?

 

Maybe their email server is down ? Maybe they are on holidays ?

 

i want to think the best and not bash anyone or start them problems

 

Some advice and opinions will be appreciated 
 

[Hegel Musisc System AS Official]

Hello forum...

 

I have finally been able to go through the details here, and had reports in from all channels that could have been involved. I will not go into detail other than confirming that @RoseKloud666 claims in this post unfortunately is correct. I think most companies some times screw up big time, and this time it is us. And we are very sorry. The trail of mistakes here is very unusual for us. 

 

So first of all we are moving ahead to make certain we help this user get his amp back on its feet as fast as possible. 

 

Second, we are going through procedures to try and make certain it does not happen again. 

 

Have a great day all Audiophiles. 

 

Anders Ertzeid

[Hegel Musisc System AS Official]

Hi @RoseKloud666

 

I am very sorry to read about your experiences. This is definitively not how our clients should experience us. 

 

I have written a PM to you with my private email address, so I can try to help. 

 

Hegel Music System AS

Anders Ertzeid

[Hegel Musisc System AS Official]

Anders from Hegel here. I am very sorry to read about negative customer experiences, and that is something we take very seriously. It is the make or break for a company. So I have reached out and we are in dialog so we can move to solve it. 

 

Thanks to @The Computer Audiophile for tagging us, as I was not aware of the thread. 

[The Computer Audiophile]

I heard nothing but positive things about the Hegel products and my dealings with the people at the company have been excellent. This seems abnormal for them.

 

Perhaps tagging @Hegel Musisc System AS Official may help.

[RoseKloud666]

5 minutes ago, The Computer Audiophile said:

I heard nothing but positive things about the Hegel products and my dealings with the people at the company have been excellent. This seems abnormal for them.

 

Perhaps tagging @Hegel Musisc System AS Official may help.

Thanks mate 

That was fast

Yes as all my research is 100% positive for their product and service

i do feel the odd man out 

They have not been rude at all , just real slow response time and the worst , 2 broken amps in under 1 year

Shipping a 6900.00 (Canadian dollar) amp insured can get costly in itself , not to mention months without my investment 

Please explain what you mean by  @Hegel Musisc System AS Official

Do you mean add that to my thread title or in body of message ?


 

[The Computer Audiophile]

5 minutes ago, RoseKloud666 said:

Thanks mate 

That was fast

Yes as all my research is 100% positive for their product and service

i do feel the odd man out 

They have not been rude at all , just real slow response time and the worst , 2 broken amps in under 1 year

Shipping a 6900.00 (Canadian dollar) amp insured can get costly in itself , not to mention months without my investment 

Please explain what you mean by  @Hegel Musisc System AS Official

Do you mean add that to my thread title or in body of message ?


 

That's Hegel's official user account here on Audiophile Style. They will receive an email letting them know there is a public post that needs their attention. 

[RoseKloud666]

1 minute ago, The Computer Audiophile said:

That's Hegel's official user account here on Audiophile Style. They will receive an email letting them know there is a public post that needs their attention. 

OK mate

Do i add that to the body or subject line of my message

Thanks for patience 

 

[The Computer Audiophile]

Just now, RoseKloud666 said:

OK mate

Do i add that to the body or subject line of my message

Thanks for patience 

 

No need to do anything. Since I added their user account to my response, they've already been notified.

[RoseKloud666]

Just now, The Computer Audiophile said:

No need to do anything. Since I added their user account to my response, they've already been notified.

Cheers mate

PS Really liking this new style

[PeterSt]

Maybe I am too fast, but what is the relation with this thread ? There has to be a relation, but at first glance it is not consistent.

[Emm]

Hats off to this forum and Hegel for reverting and hopefully they will assist

[RoseKloud666]

1 hour ago, Emm said:

Hats off to this forum and Hegel for reverting and hopefully they will assist

i have confidence they will

It appears this is an oddity for them 

Perhaps Oslo is on holiday , or their server is overwhelmed

Anders from here has replied and says he will be in touch

No replies to my other direct emails yet , but as i said above

Cheers

[Allan F]

8 hours ago, RoseKloud666 said:

i have confidence they will

It appears this is an oddity for them 

Perhaps Oslo is on holiday , or their server is overwhelmed

Anders from here has replied and says he will be in touch

No replies to my other direct emails yet , but as i said above

Cheers

 

I am somewhat curious as to why you didn't contact Hegel Canada, Hegel's Canadian distributor, as that is typically the route to follow for customer service on gear manufactured abroad: Hegel

 

In any case, I am sorry to hear about your experience and I hope that you will now get your amp situation resolved quickly.

[PeterSt]

2 hours ago, Allan F said:

 

I am somewhat curious as to why you didn't contact Hegel Canada

 

Plus, no response to this:

 

On 1/28/2019 at 4:48 AM, PeterSt said:

but what is the relation with this thread ? There has to be a relation

 

[RoseKloud666]

10 hours ago, Allan F said:

 

I am somewhat curious as to why you didn't contact Hegel Canada, Hegel's Canadian distributor, as that is typically the route to follow for customer service on gear manufactured abroad: Hegel

 

In any case, I am sorry to hear about your experience and I hope that you will now get your amp situation resolved quickly.

Good day

Peter and Allan

I do not want to start a negative thread , but to answer why I have not contacted Hegel Canada

I only came here to ask if this was normal (Slow response time , and 2 bad amps in a row) for Hegel

I have a cell (text) full of messages over the months , a outbox of emails and countless phone messages I have left with the Canadian Hegel rep ,with no replies 

I have verified this behaviour with a number of Hegel dealers across Canada , who have said "Yes that is normal/expected of that rep . Even when we try to place orders for Hegel product , or even have a payment for them .

After months of that frustration I went directly to Oslo , and they agreed to be my contact for further issues

I have an email from Anders Ertzeid , he said he will contact me by Monday , this is Tuesday 

I believe he was on holidays until today , so possibly he got caught up

I am frustrated without my music , but am trying to remain polite and calm

Cheers

 

[RoseKloud666]

Just now, RoseKloud666 said:

Good day

Peter and Allan

I do not want to start a negative thread , but to answer why I have not contacted Hegel Canada

I only came here to ask if this was normal (Slow response time , and 2 bad amps in a row) for Hegel

I have a cell (text) full of messages over the months , a outbox of emails and countless phone messages I have left with the Canadian Hegel rep ,with no replies 

I have verified this behaviour with a number of Hegel dealers across Canada , who have said "Yes that is normal/expected of that rep . Even when we try to place orders for Hegel product , or even have a payment for them .

After months of that frustration I went directly to Oslo , and they agreed to be my contact for further issues

I have an email from Anders Ertzeid , he said he will contact me by Monday , this is Tuesday 

I believe he was on holidays until today , so possibly he got caught up

I am frustrated without my music , but am trying to remain polite and calm

Cheers

 

PS

When I have spoken with the Canadian rep , he is a great guy to talk to , lots of knowledge and polite

The problem is actually making contact

[The Computer Audiophile]

16 minutes ago, Hegel Musisc System AS Official said:

Hello forum...

 

I have finally been able to go through the details here, and had reports in from all channels that could have been involved. I will not go into detail other than confirming that @RoseKloud666 claims in this post unfortunately is correct. I think most companies some times screw up big time, and this time it is us. And we are very sorry. The trail of mistakes here is very unusual for us. 

 

So first of all we are moving ahead to make certain we help this user get his amp back on its feet as fast as possible. 

 

Second, we are going through procedures to try and make certain it does not happen again. 

 

Have a great day all Audiophiles. 

 

Anders Ertzeid

Hi Anders - Thanks for the reply. I wish all companies would be so honest. 

[RoseKloud666]

2 hours ago, Hegel Musisc System AS Official said:

Hello forum...

 

I have finally been able to go through the details here, and had reports in from all channels that could have been involved. I will not go into detail other than confirming that @RoseKloud666 claims in this post unfortunately is correct. I think most companies some times screw up big time, and this time it is us. And we are very sorry. The trail of mistakes here is very unusual for us. 

 

So first of all we are moving ahead to make certain we help this user get his amp back on its feet as fast as possible. 

 

Second, we are going through procedures to try and make certain it does not happen again. 

 

Have a great day all Audiophiles. 

 

Anders Ertzeid

I confirm Anders has contacted me and we are working on a solution

I appreciate his attention to this

Cheers