Thread: Don't let the door hit you on the way out?

Strange. I'm sure Sim wouldn't be happy to see that. I don't have any insights but the brand has always seemed consistent.

That's pretty much how they treated me years ago with my Moon Stellar. The transport died and I contacted them to send it in for repair. They flat out told me to just buy a new unit.

I completely wrote them off after that.

When you accuse our customer of plugging RCA cables into a wall outlet (the stupidest thing I’ve heard in 40 years of audio), rather than look at the likely real cause - your tech likely touched the circuit board with a soldering gun with the unit plugged in, then we will not be working with such fools and we will defend our client. He would never do that. He would have electrocuted himself!

Our client is a sweet kind man and a hardcore audiophile who simply took the unit home, plugged it in and it didn’t work. He brought it to us, we tested it and there was NO visible signs of DAMAGE. It didn’t work. DOA. He got a replacement and all was fine. Two months go by and we get this foolish email.

We will be having the client on our YouTube channel to tell the story.

SimAudio = Blame The Victim.



How it left us:



What they said he did:




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Originally Posted by Mike

When you accuse our customer of plugging RCA cables into a wall outlet (the stupidest thing I’ve heard in 40 years of audio), rather than look at the likely real cause - your tech likely touched the circuit board with a soldering gun with the unit plugged in, then we will not be working with such fools and we will defend our client. He would never do that. He would have electrocuted himself!

Our client is a sweet kind man who simply took the unit home, plugged it in and it didn’t work. He brought it to us, we tested it and there was NO visible signs of DAMAGE. It didn’t work. DOA. He got a replacement and all was fine. Two months go by and we get this foolish email.

We will be having the client on our YouTube channel to tell the story.

SimAudio = Blame The Victim.



How it left us:



What they said he did:




Sent from my iPhone using Tapatalk Pro

Wow. Just wow. Too many GREAT companies to deal with to not have to give your money to fools.

Once again though, more proof to always deal with an awesome dealer. cough cough. hint hint.

Originally Posted by pdub

In that case, has to be one of the funniest kiss-offs I've seen in the audio biz.

One of the stupidest accusations deserves an appropriate response.


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It’s a shame that integrity is in such short supply that a manufacturer would consider a stunt like this.

Wow! That's some shady stuff right there. I thought what they did with me was bad. This here is just outrageous.

Obviously their "tech" screwed up before anyone noticed and he decided to put the blame on the dealer/client.

Originally Posted by pdub

Interesting that SimAudio would burn up a dealer over one of the less expensive pieces in the lineup. If they were going to doubt a dealer and pick a fight, you would at least think it would be over an 888 ...

It sure is. When another dealer told me his nightmare stories with them, I honestly thought it was him. Nope. It’s not.

Nobody is perfect, but I will defend our customers to the end when I know there is not an ounce of wrong doing. David lives an hour from the store and he called me literally one hour and five minutes after he first picked it up to say it wouldn’t turn on. He brought it right back to the store so we could test it. Both Mike and I examined it up and down and tested it. Nothing. It was DOA. Two months (!!) go by and we get this ridiculous email accusing our customer of doing something so stupid it defy’s logic.


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Wow, just wow, so stupid I wouldn't have believed it if Mike hadn't explained.

That makes no sense on Sim's end at all. If the dealer was satisfied and supported the customer the manufacturer should have supported the dealer.

Not that I'm going to try but I don't think an RCA would fit into an A/C outlet unless in the ground hole. To express a person would actually have done that....... this is really bad for Sim

Wow and I thought the Canadians like us. Good to hear a dealer of Mikes caliber is involved !

This is one of those stories that fit the category "you can't make this stuff up"

So stupid . . . .

Wow! Really poor show from Simaudio all around.

The cost of replacing a bad board / connectors is trivial for a manufacturer.
Not a good sign for anyone considering Simaudio gear.




.

Wow... and I have always respected SimAudio and have owned a few of their pieces. After reading this I will never again consider one of their products. This is shocking to say the least.

Thank God a great dealer such as Mike was there to take care of the customer!

Randy,... great feedback and also my thoughts on this brand prior to reading all this.

What a nightmare.

Mike... great customer service <again!>

Sent from my SM-G998U using Tapatalk

bad business but doesn't surprise me, i have reached out to them 3-4 times by phone and email, never a response

Originally Posted by Porsche

bad business but doesn't surprise me, i have reached out to them 3-4 times by phone and email, never a response

With all that amazing Burmester you don't need SimAudio anyway .

Originally Posted by Orbitron

My only experience with Simaudio: a Moon 400M that i had been using for a few years would not power on. Still under warranty, sent it to them and within a couple of weeks i rec'd a brand new 400M.

That was always my belief in the company. Too bad they seemed to have changed. Either that or a terrible representative.

Not certain if giving a shout-out to dealers and manufacturers who honor their customers here is appropriate. But this unfortunate event makes me appreciate the excellent dealer, Randall of Optimal Enchantment in Santa Monica CA, and their excellent Audio Research relationship.

I have an Audio Research (ARC) Reference 6SE preamp that apparently was exposed to a sudden voltage pulse that killed it. Randall immediately took care of business and stood behind me. Audio Research customer support was Top Flight, taking as much time with me and my questions that was needed.

I gave them every opportunity to blame me and charge me for parts and labor: I told them I had just changed the tubes—which initially worked. I told them I had just acquired Gryphon Essence monos with 880,000 microfarads, and perhaps when changing interconnects …

Nope. They never used this as bait to blame me. They said they tested everything and there was no user fault.

They went above and beyond by also replacing the tubes (purchased from them) I had just installed—even though functioning perfectly fine—because they said it was their protocol. AND THEY DID NOT CHARGE ME FOR THEM.

Yes, this is a shout out to a dealer and manufacturer who stood by their customer—and then some—because they deserve the compliment when they honor and respect their customers. They surely reap the whirlwind when something bad happens, so they should be acknowledged when folks like Optimal Enchantment in Santa Monica and Audio Research bend over backwards to make their customers happy.

Originally Posted by AThrillOfHope

Not certain if giving a shout-out to dealers and manufacturers who honor their customers here is appropriate. But this unfortunate event makes me appreciate the excellent dealer, Randall of Optimal Enchantment in Santa Monica CA, and their excellent Audio Research relationship.

I have an Audio Research (ARC) Reference 6SE preamp that apparently was exposed to a sudden voltage pulse that killed it. Randall immediately took care of business and stood behind me. Audio Research customer support was Top Flight, taking as much time with me and my questions that was needed.

I gave them every opportunity to blame me and charge me for parts and labor: I told them I had just changed the tubes—which initially worked. I told them I had just acquired Gryphon Essence monos with 880,000 microfarads, and perhaps when changing interconnects …

Nope. They never used this as bait to blame me. They said they tested everything and there was no user fault.

They went above and beyond by also replacing the tubes (purchased from them) I had just installed—even though functioning perfectly fine—because they said it was their protocol. AND THEY DID NOT CHARGE ME FOR THEM.

Yes, this is a shout out to a dealer and manufacturer who stood by their customer—and then some—because they deserve the compliment when they honor and respect their customers. They surely reap the whirlwind when something bad happens, so they should be acknowledged when folks like Optimal Enchantment in Santa Monica and Audio Research bend over backwards to make their customers happy.

I've been a customer of Randy's since the late 80's. Like you said, I can't recommend him highly enough.