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judicata
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Feel Good Story

A friend/acquaintance of mine hosted a party for some coworkers. He has a pair of really nice B&W speakers (I do not recall the model, but I think they are in the $8,000 to five figure range). Some of the coworkers had some kids that were out of control, and they ended up kicking or punching in the drivers and woofers on the speakers. Of course, he was livid. There were a few kids, and he let the parents know but due to there being some potentially innocent children and office politics, he wasn't really in a position to ask them to pay for the speakers. He was beside himself. I told him to give B&W a call to see how much it would be to repair.

Why is this a feel-good story? He told B&W the story and they charged him $0 to repair them.

Of course, there are no promises that if someone destroys your speaker, B&W will fix it gratis. But because of this story alone, I will seriously consider B&W speakers when I'm looking to upgrade.

Just thought I'd share.

JohnMichael
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Re: Feel Good Story

That is a great story of a company going above and beyond.

mrlowry
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Re: Feel Good Story

For a time I ran a service facility at a high end store. I too can confirm that B&W is very committed to taking care of customers.

Peter Duminy
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Re: Feel Good Story

Bowers & Wilkins still run their Company on old fashioned family business traditions. Here is another example of how they have held on to them. My opinion of course, and I am a little biased as many may know.

ncdrawl
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Re: Feel Good Story

I just joined the BW music club, run by peter gabriel..and and got afree 24 bit ep download(you get free downloads everymonth, and 3 months free)

Peter Duminy
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Re: Feel Good Story


Quote:
I just joined the BW music club, run by peter gabriel..and and got afree 24 bit ep download(you get free downloads everymonth, and 3 months free)

Many thanks for this information. I am going to give this a try. There is a great selection on there.

ncdrawl
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Re: Feel Good Story

yep, great selection. I downloaded the 24 bit files and immediately created DVD-A discs with them.

commsysman
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Re: Feel Good Story

That is great to know. One thing many people seem to give little thought to is how they are going to deal with any problems or upgrades, etc, down the road. I have no real problem with buying something manufactured abroad, but that issue is a concern.

I recently bought a Bryston Model 3B-SST2 amplifier, and I had one or two technical questions. I also had a crack in the outer plastic part of one of the speaker binding posts, which meant that you could only tighten it to about 60% of normal tightness and then it would slip on the inner metal nut; functional, but not good.

I communicated with Bryston, which is in Canada, and Chris Russel, who seems to be the owner/designer communicated with me directly by e-mail on a daily basis and sent me the information I needed immediately and the replacement binding post assembly by overnight air, plus an extra spare just in case (he also pointed out that I had the option of returning the amplifier to Audio Advisor for another unit at no charge, but it was easier for me to change the post myself, since I had the #8 and #10 Torx bits to get the back panel off).

His helpfulness and concern for my satisfaction were very impressive (and so is the incredibly good sound of the amplifier!). I certainly was impressed.

Another company that is very customer-friendly is Vandersteen. I have had their speakers for over 20 years, and twice have sent speakers in; once for an upgrade, and once because a driver surround failed from old age and heavy use (not a free repair, but done at a reasonable price). You can call them any time of day, just about and be connected immediately to Richard Vandersteen himself (the owner and designer), and he will answer your questions about setup and technical matters. Not too many companies are going to be that accessible.

struts
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Re: Feel Good Story


Quote:
Some of the coworkers had some kids that were out of control, and they ended up kicking or punching in the drivers and woofers on the speakers. Of course, he was livid.


A great story and a cautionary tale, kudos to B&W for saving the day. However I have to point out that it might have been better to pre-empt the problem.

For her 5th birthday party last December Alice decided to invite her entire nursery class, about 20 kids the majoirty of whom are boys. The morning of the party the BOSS and I spent several hours battening down the hatches (covering rugs with plastic sheets, moving paintings and sculptures etc.) and I moved my record deck and speakers into my study and covered them with blankets. I figured the Boulder amps, as well as being immovable, were probably indestructable and this proved to be the case. I am happy and relieved to say that despite looking like a complete battlefield at the end of two hours, nothing whatsoever was damaged.

I would love to think that the damage to your friend's speakers was not malicious, but even innocently curious little fingers can prise off a baffle and poke in a dustcap in seconds (not to mention what they can do to the boron cantilever of your Lyra Olympos).

If there's a lesson here it is surely that an ounce of prevention really is worth a pound of cure.

mrlowry
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Re: Feel Good Story


Quote:
I figured the Boulder amps, as well as being immovable, were probably indestructable and this proved to be the case.

A manufacturer once told me that a product they would soon be releasing was indestructible. Without missing a beat I dryly replied, "I've got customers that could break rocks." But the Boulders are as near indestructible as just about anything.

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