Mac6700

[miner]

Just spoke to McIntosh - let me just say this is my last purchase from them. And, I am sorry I have given them +$40K of my very hard earned monies. I am a middle class, tax-paying citizen that expects nothing more than simple customer service for high-dollar items. It is ludicrous that a dealer won't help me simply because I did not purchase from them and a manufacturer will not go above and beyond to help a customer. Jesus Christ, no wonder America is in such a dire straits. Mc did not even offer to have the unit shipped for repair. I'll be damned if I am paying +$700 for freight shipment for a warranty repair. There is a service center I can take it to after making the 100 mile RT to go pick it up. 'F' Magnolia, and to a certain extent, Mc.

And the fact that no one from Mc on this site has spoken up speaks volumes.

[Dr Tone]

Originally Posted by miner

Just spoke to McIntosh - let me just say this is my last purchase from them. And, I am sorry I have given them +$40K of my very hard earned monies. I am a middle class, tax-paying citizen that expects nothing more than simple customer service for high-dollar items. It is ludicrous that a dealer won't help me simply because I did not purchase from them and a manufacturer will not go above and beyond to help a customer. Jesus Christ, no wonder America is in such a dire straits. Mc did not even offer to have the unit shipped for repair. I'll be damned if I am paying +$700 for freight shipment for a warranty repair. There is a service center I can take it to after making the 100 mile RT to go pick it up. 'F' Magnolia, and to a certain extent, Mc.

And the fact that no one from Mc on this site has spoken up speaks volumes.

Who did you talk to? Ron or Chuck or someone else?

I've interacted with Ron with regards to drivers and he was pretty disinterested in fixing the problem. He's on the audiokarma forums.

[miner]

Chuck - he was adamant about me taking to a local service center to diagnosis and repair. His statement was dealers are sales centers, not service centers. My point to him was a dealer (at least at this level of equipment) should also be a point of entry for a service center, meaning they should be adapt to getting service needs for their clients.

[Masterlu]

Originally Posted by miner

Chuck - he was adamant about me taking to a local service center to diagnosis and repair. His statement was dealers are sales centers, not service centers. My point to him was a dealer (at least at this level of equipment) should also be a point of entry for a service center, meaning they should be adapt to getting service needs for their clients.

Heck, I help others all the time get their gear serviced; regardless if I sold it or not.

[Randy Myers]

Originally Posted by miner

Chuck - he was adamant about me taking to a local service center to diagnosis and repair. His statement was dealers are sales centers, not service centers. My point to him was a dealer (at least at this level of equipment) should also be a point of entry for a service center, meaning they should be adapt to getting service needs for their clients.

Exactly... when you buy this level of equipment you expect the dealer/manufacture to go out of their way to make sure you are taken care of.

This thread alone has lost McIntosh at least a few customers, probably more than a few. And this is why there is also a thread about McIntosh bashing. Back in the day you would never, ever hear about a customer being treated this way by McIntosh or a McIntosh dealer... then again they would never, ever be sold by a store like Best Buy....

[damacman]

Hmmm ... I can certainly understand your frustration with Magnolia - unlike Ivan, they're unwilling to help you to earn your patronage. That's just bad business.

OTOH, McIntosh is willing to pay an authorized service center to repair the unit at no cost (parts or labor) to you. Isn't that what their warranty says they'll do? When your Cadillac needs repaired, it doesn't go back to Detroit.

I wish you luck, but I personally don't see McIntosh at fault in this case. Other than recommending Magnolia, which turned out to be a dead end for you. Chuck owns that and does have the ability to press the magic button ... So yes I can see your frustration.

[Randy Myers]

When you buy a high end product for a high end price you expect high end service. You expect the manufacture to do whatever it takes to take care of the customer and not make him go through this.

A good example... my wife and I owned Mercedes automobiles for years. We decided to give BMW a try. A car and a SUV. My car had many problems. Between dropping the car off and picking it back up I visited the dealership 36 times in less than a year. BMW refused to do anything but what they were required to do which was continue to repair the car over and over.

So they did what they are required to do and in the process lost customers. As I told them and the dealer, when time comes we will not look at BMW the next time. After my car was taken out by a guy driving without a license and needed to be replaced I did not go back to the BMW dealership. My wife and I both bought new Mercedes, a car and a SUV.

The same applies here. They may be doing the minimal that they are required, but by doing so they are loosing several customers. When you sell the type of products McIntosh sells you can't afford to make stupid moves, poor customer service. Especially in today's environment of fast information sharing this type of action (or lack there of) has immediate repercussion.

[62caddy]

I could see a Samsung customer being treated in such an offhand manner - not a McIntosh customer.

McIntosh was the one who instructed OP to take his receiver to Magnolia. When Magnolia dropped the ball, McIntosh should have IMMEDIATELY taken control of the situation by shipping a new MAC6700 to Magnolia, along with a note of apology to the OP. Period.

At McIntosh prices, first rate customer treatment should be considered de rigueur.

An important opportunity has been lost. As it stands now, the situation is a real black eye to all McIntosh has ever stood for. Gordon Gow must be spinning in his grave.

[ejr1953]

Maybe it's time to write to Charlie Randall (McIntosh CEO). I usually give the "rank and file" employees a chance to provide reasonably good customer service, when they are unwilling or unable to do so, the big boss should know.

[vegaracer1]

Originally Posted by 62caddy

I could see a Samsung customer being treated in such an offhand manner - not a McIntosh customer.

McIntosh was the one who instructed OP to take his receiver to Magnolia. When Magnolia dropped the ball, McIntosh should have IMMEDIATELY taken control of the situation by shipping a new MAC6700 to Magnolia, along with a note of apology to the OP. Period.

At McIntosh prices, first rate customer treatment should be considered de rigueur.

An important opportunity has been lost. As it stands now, the situation is a real black eye to all McIntosh has ever stood for. Gordon Gow must be spinning in his grave.

Fortunately for me Samsung took care of the problem not BeztBuy. If Samsung can pay to pick up a refrigerator, McIntosh can pay for a return trip too,it is at least 4 × more expensive.
Priorities have been changed in business,margins are close but without customer satisfaction it's a diseased plant that with wither and die.