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Ray Samuel Audio Does Not Warranty Finish and Offers No Replacement Parts on 1 Year Old DarkStar... - Page 4  

post #46 of 161

Totally unacceptable behavior. Being a small company is ZERO excuse to treat customers like crap. I hope Ray fixes this; a good reputation can go down the toilet very quickly.
 

post #47 of 161

I just sent Ray Samuels a link to this thread... I wonder if he'll step up and try to fix this.... 

post #48 of 161

Surprised to hear this. My experience with Ray has been 100% positive. I bought a used F-117 Nighthawk phono stage that wouldn't charge. Ray replaced the battery and provided a new charger for free. I don't doubt the OP's story at all and it would suck to get that kind of response, but it's a head-scratcher for me.

post #49 of 161
Quote:
Originally Posted by Olias of Sunhillow View Post

Surprised to hear this. My experience with Ray has been 100% positive. I bought a used F-117 Nighthawk phono stage that wouldn't charge. Ray replaced the battery and provided a new charger for free. I don't doubt the OP's story at all and it would suck to get that kind of response, but it's a head-scratcher for me.

Let's hear Ray refute then.

 

It is totally absurd for Ray not to help the dude out.

 

It is a specialty product. Period. You should get a over the top CS experience.

 

It's not like Alex Cavalli says "Oh, your power switch doesn't work on your LG, too bad

that's just normal".........

post #50 of 161

Its impressive how this thread went guys, i'd wait for the owner of the company to chime in. 

 

Hopefully he does. 

post #51 of 161

Given that the company web site stated warranty is transferable, I will think this will be a piece that can be send to customers instead of having to send the amp back 

 

Companies (small or big) ) that stand behind their products will be rewarded with brand loyalty. I pay more for products just because of my faith in how the company will do "things" right if needed 

 

I hope Ray hears about this and make OP a happy owner of a great amp

 

 

Had the pleasure of meeting Ray at a meet and was really impress with his generosity, really nice guy!

 

Were the responds from Ray himself or a company employee?  Is it possible he is not even aware of this? 

post #52 of 161
Quote:
Originally Posted by paradoxper View Post

Let's hear Ray refute then.

 

It is totally absurd for Ray not to help the dude out.

 

It is a specialty product. Period. You should get a over the top CS experience.

 

It's not like Alex Cavalli says "Oh, your power switch doesn't work on your LG, too bad

that's just normal".........

 

 

Him to??  Or did I misunderstand that?

post #53 of 161
Quote:
Originally Posted by preproman View Post

 

 

Him to??  Or did I misunderstand that?

No! 

 

It was an example of what Alex doesn't do.

 

 

There were some issues with the power switch. Customer's shipped it back to him, he fixed the problem. 

 

Unlike Ray, for example.

post #54 of 161
Quote:
Originally Posted by paradoxper View Post

No! 

 

It was an example of what Alex doesn't do.

 

 

There were some issues with the power switch. Customer's shipped it back to him, he fixed the problem. 

 

Unlike Ray, for example.

 

Right.  Gotcha..

post #55 of 161

It shouldn't take public pressure for a manufacturer to honor a warranty.  

post #56 of 161

Even if it wasn't Ray and someone else who works for him, Ray's name is on everything sold. 

 

Any impressions, good or bad, that come from RSA reflect on him. 

 

Bottom line he needs to do start treating his customers better or kick some serious ass in his customer service department.

post #57 of 161

This is actually a really interesting thread; in fact, I wish there were a thread dedicated to customer service experiences with different companies so that the community has that information at their disposal.

post #58 of 161

^ Fat chance here on a commercially-oriented site.

post #59 of 161
post #60 of 161

First, based on the OP's experience, I will personally never risk purchasing any thing from RSA. 

 

Second, the owner Ray has made a fatal business mistake that most small business owners and even big box stores make quite often...They forgot the power of the internet, bad word of mouth, and the fact that sacrificing some time, effort, and money for ONE customer can keep you from losing several much more profitable sales.

 

Even if Ray and his company lose ONE SINGLE SALE from this post he has cost himself more money than just taking care of the issue that should in fact already be covered by his warranty.  I don't understand how a business owner can not realize that taking care of the customer, doing the right thing, is often the wiser choice than pissing them off and risking the loss of sales to every one they know.

 

Of course, it's one thing to be taken advantage of by your customer but that is obviously not the case here.  I will never do business with them; and apparently that doesn't matter to them at all.
 

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