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  1. #1

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

    We have a Moon by Simaudio 860 V2 Stereo Amplifier available. The sound is mediocre at best and if something goes wrong with the unit, even if you just pulled the unit out of the box and plugged it in, Simaudio may blame you...

    Is this sayonara to the brand, was the PlayItAgain account hacked, or does SimAudio actually have a sense of humor?

  2. #2
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    Re: 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.
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  3. #3
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    Re: Don't let the door hit you on the way out?

    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.
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  4. #4
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    Don't let the door hit you on the way out?

    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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  5. #5
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    Re: Don't let the door hit you on the way out?

    Quote Originally Posted by Mike View Post
    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.
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  6. #6

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

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

  7. #7
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    Re: Don't let the door hit you on the way out?

    Quote Originally Posted by pdub View Post
    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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    Re: Don't let the door hit you on the way out?

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

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

    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.
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  10. #10

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

    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 ...

  11. #11
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    Don't let the door hit you on the way out?

    Quote Originally Posted by pdub View Post
    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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  12. #12
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    Re: Don't let the door hit you on the way out?

    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
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  13. #13
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    Re: Don't let the door hit you on the way out?

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

  14. #14
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    Re: Don't let the door hit you on the way out?

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

    So stupid . . . .
    Jock

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

    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.




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  16. #16
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    Re: Don't let the door hit you on the way out?

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

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

    What a nightmare.

    Mike... great customer service <again!>

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  18. #18
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    Re: Don't let the door hit you on the way out?

    bad business but doesn't surprise me, i have reached out to them 3-4 times by phone and email, never a response
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  19. #19

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

    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.

  20. #20
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    Re: Don't let the door hit you on the way out?

    Quote Originally Posted by Porsche View Post
    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 .
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  21. #21
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    Re: Don't let the door hit you on the way out?

    Quote Originally Posted by Orbitron View Post
    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.
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  22. #22
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    Re: Don't let the door hit you on the way out?

    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.
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  23. #23
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    Re: Don't let the door hit you on the way out?

    Quote Originally Posted by AThrillOfHope View Post
    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.
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  24. #24
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    Re: Don't let the door hit you on the way out?

    Quote Originally Posted by soundqcar View Post
    I've been a customer of Randy's since the late 80's. Like you said, I can't recommend him highly enough.
    Randy is still around? he must be ancient by now.

  25. #25

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

    Quote Originally Posted by puroagave View Post
    Randy is still around? he must be ancient by now.
    Ha! Thinking the same thing--I recall lumbering up those stairs many times--he introduced me to Audio Quest cabling.

    Bruce

  26. #26
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    Re: Don't let the door hit you on the way out?

    Quote Originally Posted by Bruce View Post
    Ha! Thinking the same thing--I recall lumbering up those stairs many times--he introduced me to Audio Quest cabling.

    Bruce
    i had to look it up...Optimal has been in continuous business since '83.

    I visited Audioquest's tiny office back in the day when they also retailed gear, Joe Harley sold me a Counterpoint SA3. The demo room was in the production area with people huddled over a soldering pot tinning FMS Blue cable, in retrospect it was kinda bizarre. Joe laughed about it when I recently recounted the story. They now have a 45,000 SF facilty in Irvine

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