My most remarkable service experience ever.


This is probably the most remarkable service I ever got, so I thought I should share it with all of you.

I bought a second hand PS Audio DirectStream DAC here on A’gon and it was slightly damaged in shipping. The internal packing insert failed, and one of the corners was chipped. I thought about purchasing the piece and install it myself, but even though it is at no fault of their own, PS Audio told me:
If you cover the shipping of the unit to me and the cost of parts. We would be able to update these parts as well as cover the shipping back to you.
This is no small deal as you practically have to take the unit completely apart to replace that corner piece, but wait, it gets even better…

My correspondence with the original customer relation manager somehow got lost when he left his job and was replaced. I waited for a reply regarding shipping of the unit to them which never came. At that point, I also had a minor issue with my PerfectWave Transport, and a concern about my P5 power re-generator, so I asked about servicing those units as well. I wrote PS Audio again and received the following response:
Hi Ami, I’m the new customer service manager here at PS Audio. Thank you for the very detailed email and the sorted action items. Let’s get your problems solved.
1.     I am going to create a new RMA for each of your products.
2.     Because you have been so patient with working with us during our transition and because you have been so organized with your needs I am going to process your repairs under warranty at no charge to you.
Unbelievably, the did the following:
  • They sent me new shipping boxes, complete with new original packing materials and prepaid shipping labels for all 3 units free of charge. Remind you, these are large, heavy units in even larger double boxes…
  • They serviced all 3 units at no cost, replaced several components of the transport, and the damaged DAC piece. They also polished the top marble-like panel of all 3 units to as-new condition. I think they replaced the DAC’s clear screen cover. It looks new
  • They shipped all 3 units back to me at no cost within a couple of weeks.
Thank you PS Audio and Mr. Jeremy Bretey, customer relations manager. I wish more manufacturers will learn from how to treat their customers with service above and beyond the norm.
Your products sound amazing, probably the best of their kind, and your service quality manages to even surpass it.
You have me as a proud and loyal customer forever.

I also have some horror stories to share with service I got from other manufacturers, but I thought I’ll make this a happy thread, and perhaps keep the bad experiences for another time.

Do you have similar good stories to share?

Ami
128x128ami
Yes Pass Labs service is excellent. I emailed Desmond inquiring about a component & he sent it for free. 
When I bought my boat 12 years ago, I also purchased of a pair of Taylor Made Boat Fenders from the same dealer.  9 years later, one of the Fenders would not keep air and kept deflating.  That Spring I had my boat in for service and mentioned the faulty fender and said I wanted to buy another.
 
The dealer asked if I had the fender in the boat.  I said yes and he then gave me a brand new one for no money in exchange for the old one.  No problem he said - life time warranty!  That's what I call customer service and standing behind a product.

No one said the experience had to be about audio.
Two experiences, both with Zu Audio.

1) The inboard bass amps from my "original" Zu Def 2s failed after several years. Rather than shipping replacement amps for me to install or asking me to ship the speakers back to the company, one of Zu's representatives came to my home and replaced the amps. Gratis, of course.
2) When I upgraded to my current Zu Def 4s, Sean Casey delivered them and set them up; and that included dialing in the bass amp controls so that the output was flat down to 16Hz.
Hi GSM,
Thanks for sharing.
I also had great experience with Zu Audio.
Always super friendly and willing to help.
When My iPhone's mission cable broke (probably at my fault...), I sent it in for repair, fully expecting to pay for service.
Within a week Gerrit sent me a brand new, later model cable at no charge.
Their products sound amazing, and their customer service is equally good. 
They too have me as a loyal and proud customer.
Their speakers and cables are phenomenal, and unbeatable value for money. I own a set of Druid speakers, and quite a few of their cables.

Ami