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Planar Speaker Asylum

Magnepan Customer Service Rant

74.179.220.36

So I have a blown tweeter. I called this morning to order a replacement. No one answered had to leave a message. Called back three more times throughout the day - no one answered the phone and no one called me back. On my last call - I ask for the operator and find that the parts lady has already left for the day and she doesn't work on Friday's. So I can't even get the order for replacement tweeters in until Monday of next week. It upsets me that there is no one that can help, in this day and age I am pushing to spend money with these people. I have no idea how much parts/service work they do - but I was tweaked today.

*end rant*

Derek.-

Follow Ups:

RE: Magnepan Customer Service Rant - AEWHistory 21:52:11 10/02/10 (3)
I can empathize, but it could be worse... you could own Vandersteens. In fact, it was Richard Vandersteen that convinced me, in a roundabout way, to buy Maggies. I owned a 7-channel Vandersteen system when I blew a tweeter. In doing some tests I found that one of the speakers I'd been using for my rear channels also had something wrong as well, but since it was bought used I think I had bought it that way and had just not noticed because they were always rears.

Anyway, just try explaining that to Richard... erm, DICK Vandersteen. He was rude, crude, nasty, and effectively chewed me out! WTF?! At one point he actually said, "What are you doing to my speakers lady?" Of course, he kept referring to me as a woman even though I'm a man.... it was incredible. And frankly once I've bought something, if I wanna piss on it, I'll piss on it, so I never understood where his attitude came from. So I swallowed a little pride, got the speakers repaired, and SOLD THEM! (I really didn't want to sell defective speakers....)

The sad part is that my wife and I were just about to do a big upgrade anyway and wanted new Vandersteens, but after this we started looking for a new brand and quickly narrowed it down to other "open sound" sort of speakers: Maggies and Martin Logans. My wife, myself, and even my dog prefers the Maggies.... so we've never looked back.

So I can completely empathize with miserable customer service experiences, but it could be worse.... you could have to deal with Dick Vandersteen!
- RE: Vandersteen - thetintdoctor 06:48:23 10/03/10 (0)
  Wow, that isn't the kind of impression I would want to leave someone with- in any economic times! I had some Vandy's once and liked them, though.
  Magnepan's customer service may be slow, but I personally have found it to be excellent once the ball is rolling. And I've never really had a 'defect', per se. Just parts orders or tech questions...
  
  Glad Winston likes the Maggies! "Good dog, good dog". :-))
- RE: Magnepan Customer Service Rant - pictureguy 23:18:07 10/02/10 (1)
  Your dog has good taste.
  My cats would listen to my Maggies, too.
  Too much is never enough
  - RE: Magnepan Customer Service Rant - AEWHistory 01:55:56 10/03/10 (0)
    Yea, sometimes it is easy to forgot that they've got better hearing than us. The funny thing is that when I used to listen to my old Vandys Winston (that's my dog, he's a Basset Hound) would almost always simply leave the room and a couple times actually tried to knock them over and do other things to "harm" the Vandys. After I got the Maggies whenever I listen to music he tends to curl up next to the speakers while music or movies are playing. He could easily knock one over, but he's never even attempted it. I've always thought that was an interesting endorsement, and a very positive one. Come to think of it, maybe I should call Magnepan and work out an endorsement deal! ;-)
    
    --Aaron
    
    PS- I wonder what Winston would think of other speakers? Maybe he could become a critic? If he really doesn't like a speaker he could chew on it!
They're a pretty analog company in a digital world.... - powermatic 21:09:35 09/28/10 (0)
for better or for worse. In your case, worse, but I appreciate your rant, and also appreciate your acceptance of the situation.

When you do get in contact, I think you'll find that they're very friendly, which is the up side of the low-tech system they've got going. Yin and yang, etc.

"dammit"
RE: Magnepan Customer Service Rant - ocezam 20:14:57 09/25/10 (2)
My 1.6's�were at Magnepan for three weeks. The communication sucked. I love the product, but every time I had to deal with the people there it left me with a real bad feeling.
- RE: Magnepan Customer Service Rant - esande 21:17:44 09/25/10 (1)
  Never had a problem with them. Of course I don't expect an instant response, but I got my SMGa socks two days after I ordered them. That's pretty good with no additional shipping charges. I mean I don't expect them to have a Star Trek transporter but that was pretty fast.
  
  Minnesota is a fair distance from DC, and when I spoke with them they seemed to be very nice and helpful.
  
  In contrast to some of the folks I've dealt with over time.
  
  Actually you meet some very nice people in the audio field.
  
  I can't actually think of a bad experience I've had with anybody in audio, let me run down the list...
  
  Nope, no problems.
  
  :-)
  - RE: Magnepan Customer Service Rant - thetintdoctor 04:13:56 09/29/10 (0)
    Sorry you had a bad time with your order. It just seems everything is done so quickly these days we take for granted that our gratification should be instant. LOL, nothing about Magnepan is 'instant' :-). As someone else here said they're an analog organisation in a digital world!
    
    I've always had good experiences with Magnepan. They were very nice and shipped out the grilles for my 1.5 QR the day after I paid for them. However, I did wait a day before I got a call-back. They popped a pair of badges into an envelope and sent them to me free of charge once.
    
    I have learned to keep calling until I get some one on the phone. You can leave a message for Wendell Diller or Mark Winey and not hear back from them for a couple days, they are so busy. However, if you get one of them to pick up the phone, they are extremely helpful and seem genuinely pleased you called.
RE: Magnepan Customer Service Rant - pictureguy 19:17:55 09/25/10 (0)
I don't know if aluminium will oxidize all the way thru....Some materials will 'self passivate', which means grow an oxide to a certain depth, than stop.

Aluminium also has no fatigue strength so every stress cycle eats into its lifespan. You probably just got a little frisky with older speakers. The ribbons will simply 'wear out'.

EGBOK......Everthings Gonna' Be OK.

I've seen mention of DIY rebuild kits from Magnepan. They'll send you 3 ribbons, so basically you practice on 1, than can rebuild a PAIR of drivers.
That's what I'd do......The 2nd ribbon can't be far behind.
Too much is never enough
Don't Worry... - DavidJames 12:18:02 09/24/10 (0)
I'm sure at some point they will get the message and send the calls and the manufacturing overseas. People will be happy the prices are reasonable while bitching about unemployment. It's the American way :)
calm down - mbnx01 13:32:56 09/23/10 (6)
It's not that big a company. They probably put their customer service person on 4 days a week to save money. Everyone is struggling these days.

It will all work out.

PS: So how'd the tweeter get blown? Is it an older pair?

"Lock up when you're done and don't touch the piano."
-Greg House
- RE: calm down - atkin11j@yahoo.com 13:38:08 09/23/10 (5)
  I know it will all work out. Just aggravating that I didn't even get a call back - and the last thing I want to do is piss off the parts lady at Magnepan. I just needed a forum to rant :)
  
  I think the tweeters are original to the speakers (1985 vintage) Fuse was blown, so I am guessing I got a little aggressive with them and friend the frail aluminum.
  
  Derek.-
  - RE: calm down - Hi-fi Nut 04:57:46 09/24/10 (2)
    friend the frail aluminum? can you explain?
    
    H.F.N.
    - RE: calm down - IEaudiodude 06:17:17 09/24/10 (1)
      I think he means fried the aluminum
      - RE: calm down - atkin11j@yahoo.com 07:19:02 09/24/10 (0)
        
        In Reply to: RE: calm down posted by IEaudiodude on September 24, 2010 at 06:17:17
        
        I would assume the aluminum that makes up the ribbons is susceptible to the same corrosion that the regular wires are. I ended up doing a complete rewire a few years ago and figured at some point and time I would be doing tweeters.
        
        And yes it was a typo - should have been fried.
  - RE: calm down - mbnx01 20:01:43 09/23/10 (0)
    The forums are a great place to let off steam.
    
    "Lock up when you're done and don't touch the piano."
    -Greg House
  - RE: calm down - IEaudiodude 15:04:20 09/23/10 (0)
    The times I have needed parts I leave a message and usually get a call back the next day. She mails things I have needed very quickly once you order. I just learned I won't hear from her the same day and figure that into my project !

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