Question of the day.....

Michaels HiFi

Michaels HiFi

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Oct 3, 2022
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This is an event that has already been discussed and admitted elsewhere so rather than discussing that event, I'm discussing the customer service side of things.

We used to do case studies like this all the time in Business School studying the utter failures of others to learn from them. So part of me still after all this time frames events in that light.

- Customer buys six-figures worth of a single brand name gear;
- On day one (I believe it was in the first hour or so) one of the new units does something and takes out the owners $250,000 Rockport speakers;
- US Distributor refuses to give the buyer 100% of his money back and instead only takes the gear back and refunds part of the purchase price.
- Customer is not happy

Only discussing this from a high level customer service point of view (not mentioning brand names or the Distributor as it's already been discussed to death), do you think in this instance the buyer should have received 100% of his money back?
 
Yes, if the dealer had a return policy. Either way he should have seen to it the customer was taken care of and happy.

In that case the manufacturer should have stepped up.

It would be interesting to know what cause the speakers to blow.

I'm not rich so if I couldn't get all my money back I would have opted to keep the gear and have the manufactuer repair it. I Would think gear of that cost would have someone to back it up.

I wonder if something is missing or I have just been associated with good dealers. One selling that type of gear should have made sure that customer was happy with whatever outcome.
 
First the repair of the Rockport speakers should have been covered by the new equipment brand that damaged them. Including freight/labor to make them good again if applicable.

As far as the gear failure I see two possible resolutions depending on the customer’s desire.
Either replace the component that failed if there was an explanation for a part failure that ensured confidence in resolving the issue. Or refund the entire amount of the purchase . I do not see how a partial refund would be acceptable given the immediate failure and resulting damage. This for sure was most likely high priced gear.

Certainly not a great long term strategy for the brand, but there may be more to the story that is unknown. But based on what has been presented if the name is ever revealed it would certainly be a warning sign for other consumers.

Product/part failures are always going to happen, but proper resolution is what matters most.
 
Audio 1 said:
First the repair of the Rockport speakers should have been covered by the new equipment brand that damaged them. Including freight/labor to make them good again if applicable.

As far as the gear failure I see two possible resolutions depending on the customer’s desire.
Either replace the component that failed if there was an explanation for a part failure that ensured confidence in resolving the issue. Or refund the entire amount of the purchase . I do not see how a partial refund would be acceptable given the immediate failure and resulting damage. This for sure was most likely high priced gear.

Certainly not a great long term strategy for the brand, but there may be more to the story that is unknown. But based on what has been presented if the name is ever revealed it would certainly be a warning sign for other consumers.

Product/part failures are always going to happen, but proper resolution is what matters most.
Click to expand...

I'm pretty sure the brand has been named by the OP in numerous other threads.
 
He and Jay living in Drama zone, creating content, trying to make Axxiss and Soulution look bad. There are going to be challenges with highly engineered products, and in an undercapitalized industry, businesses have to weigh their responses. Also, we don't know the full stories from the outside. They will make mistakes at times. Hopefully, they adjust and make corrections.
But certainly youtubers will jump on the speculation bandwagon to point fingers and create content.
Jay did show a picture of Michael's site with a malfunctioning Soulution amp. So, I think this is more than a general conceptual question.
Axxiss published a response on WBF forum to Jay's innuendos. I tend to believe them first...
 
Ricky64 said:
He and Jay living in Drama zone, creating content, trying to make Axxiss and Soulution look bad. There are going to be challenges with highly engineered products, and in an undercapitalized industry, businesses have to weigh their responses. Also, we don't know the full stories from the outside. They will make mistakes at times. Hopefully, they adjust and make corrections.
But certainly youtubers will jump on the speculation bandwagon to point fingers and create content.
Jay did show a picture of Michael's site with a malfunctioning Soulution amp. So, I think this is more than a general conceptual question.
Axxiss published a response on WBF forum to Jay's innuendos. I tend to believe them first...
Click to expand...

Thanks for watching my channel!

Oh....and don't forget the report from a Swiss dealer 2 days ago showing pictures of ANOTHER 717 failure. :)
 
Ricky64 said:
I didn't/don't watch your channel. Jay showed a pic from your channel.
Click to expand...

Thanks for being a supporter!

If you really did see the post - you'll admit it said how I've been receiving messages from followers and hearing from dealers regarding ingoing QC issues. AND if anyone had such issues to message me.

Nothing more, nothing less. And I included a photo of failed 717 that was sent to me. No accusations, no drama (except for the easily triggered).

Then numerous people posted in response - for all to see about the issues they've had.

AND I received word and photo from a Swiss dealer two days ago about ANOTHER 717 failure.

Nothing drama related about that. If you're triggered over such a benign topic and conversation that doesn't even include you, maybe stay off the internet?

Even on this post - it was a simple question - which you still haven't answered. Should a customer have been made 100% whole. It's a simple yes or no.

Which side are you on - the innocent victim customer or the other side?

No drama needed - simple question with a simple answer.
 
mep said:
Soulution publicly called you and Jay out.
Click to expand...

Simple question Mark - should the customer be made 100% whole. Yes or no.

I'm comfortable with the reputation Soulution has in the industry if they have an issue with me. They can call me and talk like adults rather than posting on a forum they pay the owners money to so they can control the narrative and delete responses like WBF frequently has been shown to do.

Heck - they banned Mike B. (this forum owner) from WBF. Their integrity isn't exactly their strong suit.

Posting on WBF where they pay for special privilege is amateur hour. :)

ETA the text message from Cliff to me was rather telling and did not paint him in a good light.
 
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