[budt]

   I bought a new sp2 from an authorized dealer just 4 days ago.I get home and the next day I go to hook it up but there isn't any power cord.I call the dealer back and they don't have it and frankly I don't want to wait 3 weeks before getting it( it is about an 1.5 hour drive round trip to the dealer).So I call bryston and explain the situation but they refuse to send me one unless I pay for it.This is not acceptable in my opinion.I have purchased 11 brand new pieces of bryston gear (bp 20,bp25,bp25dac,bp26,3b st,3b sstx3,4b nrb,4b sstx2,sp2)in the last 10  years or so and was going to purchase two 9b sst amps.If I sound ticked off that is because I am.I am considering returning the sp2 and going with something else.

[James Tanner]

Hi budt,

NOT ACCEPTABLE is right.
Whom did you speak to at Bryston?
Please email me your address and I will overnight you a power cord.
jamestanner@bryston.ca

james

[budt]

WOW!!!!!
    That was fast!!! Everyone makes mistakes(I was wrong once back in 79...lol).I just figured this was the best vehicle to correct it,I just never expected it to be so fast.
   Thanks James

[budt]

  HI James
    Please delete this thread as bryston/you solved the issue at hand(with lightening speed I might add) and is therefore no longer relevant.Every company should have a James Tanner working for them. Who  said cloning was a bad idea?.

[BRYSTON4LIFE]

I dont wish to speak negative about bryston. Frankly Im in love with there products. However, I had a similar situation lately. I tried to buy a power cord for my sp-1 and Mr. Tanner said he would have a fellow employee email me. I had a email that stated one would be shipped to me from a dealer from the states, I havent heard anything sense the email sent 1/26/07

[BRYSTON4LIFE]

I want to add Mr. Tanner is awesome!

[James Tanner]

I dont wish to speak negative about bryston. Frankly Im in love with there products. However, I had a similar situation lately. I tried to buy a power cord for my sp-1 and Mr. Tanner said he would have a fellow employee email me. I had a email that stated one would be shipped to me from a dealer from the states, I havent heard anything sense the email sent 1/26/07

I think I know who causes alot of the problems there, but I dont wish to mention names. I really hate to even be mentioning this issue because I dont want people to get bad ideas of bryston in there head. I love bryston products, I do think service could be better. Ive been a martin logan owner for the last 7 years until recently switching. I can honestly say every high end company can learn from them. Call jim Powers at martin logan service, he is incredible.Ive had times he didnt even ask for receipt/serial numbers or anything and sent me some high dollar items(new descent sub driver included, honestly who does that without even checking?).While this might be to the extremes, its an example of there commitment to there customers.My personal opinion is this is why martin Logan does so good. I will however say this about bryston:

THEY CANT BEAT YOUR 20 YEAR WARANTY BABY!!

here is a email sent to me from a employee at bryston on the power cable:


Dennis from Vermont will send out the SP1 line cord from his location today.
 
Thnak you

I will look into this.

Can you email me your address please.
jamestanner@bryston.ca

james

[Goshwin]

I know what you’re saying. I just had my third failure of a Bryston product and sent in a 9bst two weeks ago. They were pleasant and even indicated that they will upgrade the amp to SST spec.  (WOW)

But I just called to find that they have not worked on the amp and it will be 2 more weeks. Humm, I recall once sending 3Bst years ago and it was done in one week. Of course I can’t expect that kind of speed today, but they didn’t keep their first promise of two weeks.

But I do have my fingers crossed though, the warrantee is exceptional but service is slipping a tad. And if the 9bst comes back as an SST then I can let it go and keep my faith in the company.

[bobgenie]

I know what you’re saying. I just had my third failure of a Bryston product and sent in a 9bst two weeks ago. They were pleasant and even indicated that they will upgrade the amp to SST spec.  (WOW)

But I just called to find that they have not worked on the amp and it will be 2 more weeks. Humm, I recall once sending 3Bst years ago and it was done in one week. Of course I can’t expect that kind of speed today, but they didn’t keep their first promise of two weeks.

But I do have my fingers crossed though, the warrantee is exceptional but service is slipping a tad. And if the 9bst comes back as an SST then I can let it go and keep my faith in the company.

They've told you they're going to upgrade to an SST and you're complaining    I think a couple of weeks wait is a bargain.  If they offered to upgrade my 5B ST to an SST I'd let em have it for a couple of months 

[Goshwin]

They've told you they're going to upgrade to an SST and you're complaining    I think a couple of weeks wait is a bargain.  If they offered to upgrade my 5B ST to an SST I'd let em have it for a couple of months 

Heh
Well, lots of companies say what ever to keep you quiet, and in my line of work I have delt with alot of BS. So if they are just giving me the gears then I will be screaming bloody murder. But if they do as they say they will, I'll shut my yap and be thankful I chose Bryston.  aa

(Oh please oh please let them be telling the truth)

[budt]

  To be honest I do not think it is fair to expect bryston to upgrade your amp.If they started doing that they wouldn't be around very long.
    As I mentioned I had bought the sp2  4 days prior to posting here and James had the powercord delivered the very next day. I do not expect next day service but I am not complaining.
  I think if you send something in for service then a 2-4 week wait is acceptable (imho) in most cases.If it is to be longer it would be nice to get an email telling you so and why.

[Goshwin]

  To be honest I do not think it is fair to expect bryston to upgrade your amp.If they started doing that they wouldn't be around very long.
    As I mentioned I had bought the sp2  4 days prior to posting here and James had the powercord delivered the very next day. I do not expect next day service but I am not complaining.
  I think if you send something in for service then a 2-4 week wait is acceptable (imho) in most cases.If it is to be longer it would be nice to get an email telling you so and why.

Actually I didn't expect the upgrade, they offered. But I think it was because of issues on two other Bryston products. I seem to have had a very bad streak of luck. But in my view, offering to upgrade is a act of comitment to thier customers, ones who might have been losing faith. Impressive really. But as you pointed out, a little note telling about the delay might have been nice, or at least mention that four weeks up front would have been fine. But I did just chat with a dealer when I  got my Totems, seems Bryston service has been a bit backed up in the last few months. *shrug*

 

[mrsilver]

I tried phone numbers on packing material without success. E-mailed and later had a response from Bryston USA. Wanted to know about optional cooling product for amp. The responder was clueless. Purchased a product elsewhere.