John G Posted January 13, 2021 Share Posted January 13, 2021 A warning. This is an email they chose not to respond to. Quote Dear [customer service rep], I must say that I am entirely dissatisfied with my experience in the purchase described below. Here's why: 1. I ordered (955370) more than $500 worth of merchandise from you. For some reason you chose to ship the two items in separate boxes via separate carriers. One box arrived thoroughly punctured, fortunately without damage to the contents. The other (the Rega Neo TT-PSU, a $395 item) arrived packaged only in the manufacturer's original box. It died after two days of service. I thought everyone knew that delicate items should be double-boxed. 2. When you returned my call about the second problem, your offer was to mail me a shipping label, make me repackage and return the damaged merchandise, and wait for you to ship a replacement at your convenience. This deprives me of both my $395 and my use of my turntable for an indeterminate period of time. 3. What Audio Advisor could have done, had you/they wished to proved high-quality customer service, is immediately shipped me a replacement unit, preferably overnight, and included a shipping label for the return of the failed unit. 4. Or you could have at least emailed me the return label to print out and stick to the inadequate box you originally supplied the unit in. I could have just disputed the charge with my credit card company and ordered another unit from, say, Amazon, who would have it gotten to me much sooner than what you're proposing here. In fact I could have just bought the same item from Amazon in the first place and gotten it sooner. But I chose to deal with someone I thought was in the audio business. You certainly were charging full price. I've bought a number of things from you over the last five or six years. But when this deal is complete, I won't be back for more. If you want to try and do better, I could stay. As it is, I'll have to warn people on Audiogon, Audiophile Style and other on-line hi-fi forums I frequent. Regards, [John_G] Link to comment
GUTB Posted January 14, 2021 Share Posted January 14, 2021 Oh good, they can count my potential business I may have done with them in the future gone forever. Trust is a precious commodity in this industry and if they don't care to lose it than I know where not to place it. Link to comment
mav52 Posted January 14, 2021 Share Posted January 14, 2021 Been using them for a long long time, and never have I had any issues, with shipping, packaging , ordering accuracy. I'm staying with them, one whoops doesn't change my trust in a vendor, If that was the case I wouldn't have any place to shop, including drug stores, super markets, etc... With this day in age of Covid and limited work force in businesses, who knows whats can occur. botrytis 1 The Truth Is Out There Link to comment
Norton Posted January 14, 2021 Share Posted January 14, 2021 16 hours ago, John G said: your offer was to mail me a shipping label that counts as great customer service here in the UK.... Link to comment
botrytis Posted January 14, 2021 Share Posted January 14, 2021 We don't know the whole story, only one side. This is my issue. I have used them before, over many years, and found them VERY helpful. I have returned things with out question, etc. We do not have ALL the facts before forming an opinion here. The letter was full of attitude and condescension. Would you, if in their shoes, respond to someone who has already decided he was going to use intimidation and attitude as a way to get what they want? I am not taking either side but the story is very myopic. AudioDoctor 1 Current: Daphile on an AMD A10-9500 with 16 GB RAM DAC - TEAC UD-501 DAC Pre-amp - Rotel RC-1590 Amplification - Benchmark AHB2 amplifier Speakers - Revel M126Be with 2 REL 7/ti subwoofers Cables - Tara Labs RSC Reference and Blue Jean Cable Balanced Interconnects Link to comment
John G Posted January 14, 2021 Author Share Posted January 14, 2021 Have to say Audio Advisor has made this right, despite my apparent "attitude and condescension." Quote Good Afternoon, I do apologize for any inconvenience and I have sent you another Rega Neo Turntable FedEx overnight. Please return the defective unit at your convenience and thank you for shopping at Audio Advisor. Sincerely, [Customer service rep] Link to comment
botrytis Posted January 15, 2021 Share Posted January 15, 2021 Audio Advisor has been always professional to me and very helpful. Current: Daphile on an AMD A10-9500 with 16 GB RAM DAC - TEAC UD-501 DAC Pre-amp - Rotel RC-1590 Amplification - Benchmark AHB2 amplifier Speakers - Revel M126Be with 2 REL 7/ti subwoofers Cables - Tara Labs RSC Reference and Blue Jean Cable Balanced Interconnects Link to comment
Flyfish77 Posted January 18, 2021 Share Posted January 18, 2021 I have had good experiences with purchases and returns with Audio Advisor. I have also gotten good advice from them. Any company can have issues and make mistakes every once in a while. The true measure of any company is how they deal with situations once those issues have happened. It looks like they took care of your issue. John G 1 Link to comment
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