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Magnepan Service HORRIBLE???

I am now into my 5th week waiting for Magnepan to evaluate shipping damage to a pair of MG 3.7's. My wife and I paid Craters and Freighters to build a custom wood crate for them so they would not be damaged further by the trip from Richmond to Minnesota.

I know everyone will say they are a small company and I need to be patient but this is ridiculous to my mind. I have called 5-6 times and the seller has also called. The last time I called Shelia acted like she had never spoken to me before despite the previous phone conversations.

I know the MG 3.7's are supposed to be sensational speakers and I bought my first pair of Magnepans in 1975 but I am seriously considering flipping these if Magnepan ever inspects and repairs them. The aggravation simply is not worth it to me.

A month and I can not even get anyone at Magnepan to open the crate, inspect them, and give me a damage estimate to provide to FedEx who is ready to pay the claim. Unfortunately, they can't pay until Magnepan provides an estimate of the damage and then I have to wait for the actual repair.

I never thought I would feel this way about Magnepan but this current situation has changed my mind to a huge extent. This is just ridiculous the way I see it and I can see no good excuse for it.
etmerritt33
mofimadness's avatar
mofimadness
4,152 posts
 
I was a Magnepan dealer for many years and can truly say that Magnepan is a top-notch company, founded on customer service.

I would call and ask for either Steve Winey or Wendell Diller and relate your story to them. I can guarantee you, they will get to the bottom of this.

Magnepan really is an excellent, outstanding company.
davide256's avatar
davide256
362 posts
 
Curious how cynical business will make you about stories like this. I'd bet Etmerritt33 has not given Magnepan any indemnification if litigation results from Magnepans findings. I've had a couple of occasions to send MG's in for repair over the past 25 years, no issues. But then I had no potential litgation complications, just straight forward its broke, fix it.
wolf_garcia
4,650 posts
 
I think the explanation is that the Midwest is currently in the grip of a terrible drought, so everyone is kinda touchy.
essentialaudio
1,147 posts
 
Etmerritt was a customer of mine some years ago whom I visited, and I'll vouch for him being a gentleman and a good person to do business with. I assume the speakers were purchased used, otherwise it's the dealer's problem to handle. I would be calling at least once or twice a week to get an answer so the claim can be settled before time runs out.
whart's avatar
whart
1,930 posts
 
My suggestion, based on a lot of professional experience in dealing with problems (as a lawyer): write a brief, and balanced letter to the President and a few other top executives at the company, explaining that you bought the speakers used, they were damaged in shipping, that the seller or carrier's insurance is covering, but that having gone to the trouble and expense of crating and shipping them to the company 5 weeks ago (or whenever), you have yet to get the necessary estimate. That you've called a number of times, and you need their help to get this sorted out quickly.
I presume you are going to have the company repair the speaker using the insurance money? You might want to ask them what the realistic timetable for that is, once you can have the insurance payment sent to them (in other words, encourage them to get you queued up for the repair quickly once the estimate is rendered and the payment for repair is made).
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