Thank You M-Audio

[tc4b]

Just had to share this, and no I don't work for M-Audio:

Sent in a broken bx8a monitor, received it yesterday (a month after sending it) and it was still broken. After being without monitors for a month already, I was pissed. I probably wasn't very pleasant on the phone with them, but after a couple hours of calls and call-backs, they offered to send me a new set of bx8a deluxes, 3-day-fedex, no less, and also a mailing label for my old set so i don't have to pay to ship it again.

I mean, sure, they messed up, but I can't imagine them taking care of it any better than this. I was extremely grateful, and frankly impressed in this day and age where sometimes it feels lke you have to fight tooth and nail just to get what you paid for (I'm thinking about my insurance company, mostly).

Just had to share this, I figure a company that does something like this deserves props!

 

[Rokket]

Glad to see customer service still means something to someone out there. I am frankly tired of calling a tech support and hearing the advice come in an Indian accent that I can't even understand, much less follow the 'advice'...

 

[SouthSIDE Glen]

I can't imagine them taking care of it any better than this.

I can. They could have gotten it right the first time. What lame excuse was there for sending you back a broken monitor the first time?

DISCLAIMER: I used to have a career for many years in technical support, all the way up to manager of third-tier (full escalation, emergency, end of shit slide ) support for the FTD worldwide computer network in the early 90s. For this reason I have very little patience or tolerance for the absolute bullsh*t state - actually the virtual total lack altogether - of customer support these days. So I admit I can be a bit of a hardass about these things. But that's only because I have been on the other side and I know what's possible.

Nevertheless, I not only would not let Maudio off the hook for taking a month just to send you back a broken product again, but I wouldn't exactly praise them for doing the second time what they should have done the first time. All they did was avoid the third strike (the first strike was the defective monitor to begin with.) By my calculations, they still owe you something for putting you through the time and trouble and for getting you so pissed off (which you had the total right to be) to begin with.

This, for me, IMHO and all that, just shows the terrible state of customer support when the customer's expectations are so low as actually commend the manufacturer for getting it right on the third try.

G.

 

[tc4b]

This, for me, IMHO and all that, just shows the terrible state of customer support when the customer's expectations are so low as actually commend the manufacturer for getting it right on the third try.

G.

Point taken. I guess I'm so used to doing battle with companies every time you want anything done that this was a relief. I'm also a very 'benefit of the doubt' kind of person. Every person screws up sometimes, so why not every company? Yes, they made a faulty monitor, and yes, they shipped it back to me broken, but as soon as I got on the phone with them, they 1) took responsibility and 2) fixed the problem. Those are two very rare things these days.

Hear that, corporate America? See how easy I am to please? It doesn't take much. Hear me, Sony? Blue Choice? Time Warner? (And the list goes on) Screwing up is OK, just take some responsibility for it and I'm a happy customer (instead of an ex-customer, in the case of those three).