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
I’ll cast my vote for PS Audio as well. Great customer service when I was troubleshooting a Power Plant P600.

There have also been a few company owners/engineers that have grown into friendly personal relationships, those being Nola speakers and Synergistic Research.
 In a pinch, I had a music instrument dealer drive to a competitor, purchase drum heads we needed and then drive them to the competition site to earn our school music department's business. He only charged us his cost. Needless to say, this vendor and this sales rep earned our business for many years.
Over twenty years ago I purchased a (used) B&K 442 amp. Later, I was having an issue with-in my system I could not pen down. I decided to send each component, one by one, back to the manufacturer for a check-up. Since I did not get a box when I purchased the B&K amp, I called them for a new one. I was charged $20.00. I paid the shipping to them, they checked the amp out (no issues) and sent it back free of charge. To me, that's excellent customer service!
...a great story.  I've had similar great stories with Vandersteen and Ayre.  When I buy an expensive box, I always take the company's customer service reputation in account.
I too have had terrific experiences with PS Audio customer service, both in troubleshooting some network issues for my DirectStream Junior and facilitating a repair and eventual return of a P5 Powerplant. They were super nice from start to finish. Never charged me a dime for it either. PS Audio is the Shining City Upon a Hill of the audio world.