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Customer service?

Wow, I just got off the phone with Shari from Thiel what a special treat! I purchased a pair of speakers new in 1988 with a 10 year warranty. Lately I noticed a periodic buzz coming from one of the woofers, where the dust cap meets the cone. Only at loud volumes and only at certain frequencies.
My call was politely and promptly answered and promptly directed to the appropriate person. I explained the above and was told it might be a manufactureing defect in the laminate,as such a new one would be sent out today. Shari asked that I return the old one, and if it was in fact a defect ther would be no charge! My warranty ran out 4 years ago! I am so completely impressed with the way Thiel handled this. If only this kind of support was the model for others. I will always keep this manufacturers response first in my mind for future purchases and recommendations. Bravo, Thiel.
unsound
hellosimplymusic
70 posts
 
We have had to get replacement boxes and manuals from Thiel (via Shari).
Yes, their customer service is very good (and very fast). Note: We are not a Thiel dealer.

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gregg_c
36 posts
 
Ditto. I have blown a driver on both a MCS1 center channel and a CS6 and was promptly sent a replacement. Thiel does set the standard in customer service. Try getting that type of service from Krell or some of the other "upper end" companies.
unsound OP
6,115 posts
 
Wait a minute, first I have my faith in the free enterprise system restored, then a "DEALER" actually compliments the manufacturer of a line he doesn't carry! What's going on here, is this a dream? I usually don't have high regard for dealers, but you Brian, are a gentleman (at least for today). Kudos!
jmslaw
95 posts
 
I also have had very fine service from Conrad-johnson. They really stand behind their products!
gpalmer
174 posts
 
Sunfire was also very good. I purchased a Theater Grand II from a grey market dealer who claimed to be an authorized dealer. When I got my preamp, there was no warranty card so I called Sunfire. They were kind enough to replace it and give me a full two year warranty from when they replaced it. You can be sure I'll be buying from them again.

Greg
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