[geowak]

Here is a scenario question-

You ordered (paid for) a couple of pieces of audio equipment from a small audio company called
XYZ and although the equipment sounded GREAT for a short time (3 to 6  months) it started to have a buzzing sound coming from one of the channels. After a long time of troubleshooting the equipment and talking to the manufacturer/engineer, you mutally agree to send it in for a repair. If the equipment is under warranty, how LONG OF A TIME is reasonable for XYZ to find and fix your equipment problem and send it back to you?

Also, how much should you pay for ANY expenses/charges XYZ asks you to pay and is it acceptable for XYZ to ask you to upgrade the components to make some more money?

[JLM]

A small company may be just a one man operation with limited stock of parts, so response times could vary more.  The more "boutique" or "exotic" the longer the wait time I'd expect.  Assuming the parts are in hand, the time from them receiving and shipping the unit back out should be no more than a week or two.  But accounts of customer service ranging from shipping out an entire replacement unit before receiving the faulty one, to "gone out of business" (after they have your money).

Payment should be based on the terms of the warrantee.

It'd be nice if the company notified you of the possibility, and any cost, for upgrades at the time of repair, but not required.  Unless you've become a "difficult customer to please" I'd expect them to try to earn more of your business with an offer to upgrade.

Especially in this day and age, the rule is that everything should be put in writing.

[geowak]

Thanks JLM

How about one month?
Anyone else had dealings they would like to share. No bad mouthing the small audio companies, share the good experiences too. That is why the company in the scenario is XYZ. What about company ABC?

[PMAT]

ABC company with a great online reputation for customer service sold me a pair of speakers. The owner delivered them personally. First one out of the box had a deep eight inch scratch. The custom set-up process was not custom at all. After he left I noticed many areas of damage. These were actually the used speakers I had seen and rejected on the floor at his "factory." The fresh ones I had been promised had not been delivered. I called the owner and he offered to let me come to the factory and pick my own cabinets. Of course I had already done that. I ended up getting a refund. Here is the rub. After auditioning speakers for two years, I had narrowed my search to his speakers. I am left with all the speakers I had already rejected. I can't allow myself to buy his speakers even though they are the ones I want. I guess it is another case of buyer beware.

[zacster]

I've only had one experience dealing with a smaller online company.  When I needed warranty repair I sent it back and they kept it for over a month.  I got it back and turned it on, and it still had the problem, as if it weren't tested.  I got no explanation of what was or wasn't done, what they found or anything.  Since the problem area wasn't critical I didn't pursue it further, but I won't be buying from them anytime again. 

I'm sure a lot of these companies have 'nice guys' either as owners or workers, but that doesn't always translate into customer satisfaction.

[geowak]

Seems like my problem is more common than I thought. XYZ has a great reputation, but I have two products from them that have had problems. Now I must wait again for a repair. When the gear works well, the sound is great. Maybe I will have to switch to company HIJ. Anyone out there been treated well by a small audio company?

[JLM]

My history with small internet based businesses:

Both products I bought from ABC had the same rather basic design flaw (didn't hold up well in shipping) that lead me paying $300 for repairs while they were under warrantee.  The bill was reasonable and done within a week.  I wasn't happy, sold both and moved on.

The cables I bought from DEF have been fine, except for the shrink wrap on the ends of one of the pair of interconnects came loose.

The absorption panels I bought from GHI arrived undamaged and were well made.

The DAC I bought from JKL was well built and worked flawlessly during the time I had it.

The solid state monoblocks I bought 3rd hand from MNO were well built and packed very well.  They work flawlessly.

The tube intergrated amp I borrowed from PQR exhibited intermittent distortion (switching tubes didn't help and it had just came from upgrades for the company's cabinet builder).  I shipped it back to the company rather than the owner as had been the plan.

I picked up my speakers from STU.  Workmanship, design, and cooperation was very professional.

Small companies are more of a crap shout to deal with.  They lack any QA beyond listening to the piece.  Parts are harder for them to come by, some probably aren't stocked.  Many do this stuff after their regular job out of their garage.  They have to competently wear several hats at once.  Many aren't satisfied just building the same thing time and again and get distracted (or worn out) running the business.