Is Schiit Customer Service Schiit?

[pb21cyclist]

Last Friday (5th October) I got in contact with Schiit to check on the possibility of shipping a Lyr amplifier to the UK as I could potentially save a decent amount of money doing it this way.
 
I got a short and curt response from someone called Jason saying 
 
'After shipping and taxes, I bet it's a lot closer.'
 
I responded detailing the costs involved, because after taxes etc its still $150 dollars cheaper so wondered what the shipping would be. I haven't received a response yet despite a chase up email.
 
I am really surprised by this. I though they would have been keen on selling a unit but it seems they don't care. I certainly wont be buying now and will advise people not to buy their products either. They seem to have a major attitude problem!
 
Rubbish!

 

[Questhate]

LOL -- really? 
 
I've emailed/PM'd Jason at least two dozen times with various stupid questions that he probably fields all day long and have always been impressed with his response time and how thoroughly he addresses my questions. I know for certain lots of other folks here feel the same.
 
On top of that, Jason has always been open and receptive to questions at meets. 
 
Not many instances in this hobby where the Owner/Designer/Engineer of a company is so easily accessible by the community, and regularly engages in these forums. 
 
How does it translate to poor customer service if he doesn't go out of his way to research shipping rates and pricing for you to save you money when you already have readily available Schiit distributors in your market? Feeling entitled much?

 

[BMBROWN911]

Don't think many people will bite on this. I never had any problems with their customer service and will recommend their products to anyone interested in them for a long time to come. 

 

[Bolardito]

More like Schiit customer service is THE Schiit...really excellent communication to all my questions and extremely fast shipping times (less.than what they estimated at first for my Mjolnir). And I have only heard very possitive comments from other customers around this forums.

 

[OldSkool]

Quote:

 
 
I though they would have been keen on selling a unit but it seems they don't care. I certainly wont be buying now and will advise people not to buy their products either. They seem to have a major attitude problem!
 
Rubbish!

 

 

[tintin220]

It's likely Schiit has some kind of contract with their foreign distributors that ensures exclusivity or the like, so it's possible they can't even do this if they wanted to. Distributors exist for a reason, and often it means your prices will be higher. :/ 
 
I was in the UK briefly around the Olympics this summer, and I've found things are actually just more expensive in general there. The cost is living is pretty high. Combine that with the fact that imported products almost always carry a premium, and that's the situation. Sorry you can't have your discount, but it's life.

 

[paradoxper]

Jason has offered the best CS of any company I've ever dealt with. The forums are riddled with praise
ranging from stupid "noob" problems to major problems such as, shipping problems (dented amps), the old relay problems,
2nd hand owner buying a totally thrashed amp. And all fixed promptly and at times on Jason's dime.
 
I've encountered nothing but good communication with Jason. Although Jason can at times come off as opaque,
he's a busy dude, give it some time. Like 2-3 days.
 
Hell, there are plenty of others who will take days,weeks to get back in contact with you.

 

[K_19]

Quote:

It's likely Schiit has some kind of contract with their foreign distributors that ensures exclusivity or the like, so it's possible they can't even do this if they wanted to. Distributors exist for a reason, and often it means your prices will be higher. :/ 
.

 
Likely this. It's just how business is. Nothing personal I'm sure on Jason's end. I know the pain of how ridiculous prices of some US products outside US can be. Trust me, we Canadians suffer plenty from that with Grado, etc.
 
There's always the used market you can look to. I'm sure there will be some UK owners or European owners that will eventually put the Lyr up for sale for a decent price.

 

[paradoxper]

Quote:

 
Likely this. It's just how business is. Nothing personal I'm sure on Jason's end. I know the pain of how ridiculous prices of some US products outside US can be. Trust me, we Canadians suffer plenty from that with Grado, etc.
 
There's always the used market you can look to. I'm sure there will be some UK owners or European owners that will eventually put the Lyr up for sale for a decent price.

Wait. didn't olo1n buy his Mjolnir straight from Schiit? If not, disregard.

 

[hodgjy]

Jason has always replied to my emails, usually quite quickly. They are short to the point. He must get 1000 emails a day, so getting any response impresses me. As a professor, I may get 10 emails a day from students and I don't have much time to write them superfluous responses.

 

[Jason Stoddard]

Sorry I couldn't respond sooner--we've been prepping for CanJam and it's been a bit all-consuming.
 
But, yes, we are sometimes very curt with our responses. We're not into the "hard sell" or wasting people's time. 
 
And, to be more on-point, per the FAQ at schiit.com/faq/international:
 
 
 

Who are your international distributors?
 
Australia and New Zealand: Addicted to Audio
China, Hong Kong, and Macau: ECT Eichi Technology
France: Audiophonics
Italy: ProAudio Italia
Japan: 2nd Staff.
Norway: Duet Audio
Poland: Earmania.
Singapore, Thailand, Indonesia, and Malaysia: SLT Technologies PTE LTD.
Taiwan: Music Hi-Fi Co, LTD.
The Netherlands: Sonority Audio.
UAE: Dubai Audio.
UK: Electromod.
 
Inquiries from those countries will be referred to their respective distributors.
 
Do you ship outside the United States?
 
Are you in a country that isn’t listed above? You got money? Sure, you bet.

 

Please note the third to the last and the last lines.
 
Also, if there's any question about what shipping costs would be direct from us, it's easy to simply go to the website, add a product to the cart, and get shipping quotes without entering any payment information at all. 
 
Sorry if we ruffled any feathers!

 

[khatch]

"I am really surprised by this. I though they would have been keen on selling a unit but it seems they don't care. I certainly wont be buying now and will advise people not to buy their products either. They seem to have a major attitude problem! Rubbish!" lol - I find your sense of entitlement truly offensive.

 

[wolfetan44]

Quote:

Last Friday (5th October) I got in contact with Schiit to check on the possibility of shipping a Lyr amplifier to the UK as I could potentially save a decent amount of money doing it this way.
 
I got a short and curt response from someone called Jason saying 
 
'After shipping and taxes, I bet it's a lot closer.'
 
I responded detailing the costs involved, because after taxes etc its still $150 dollars cheaper so wondered what the shipping would be. I haven't received a response yet despite a chase up email.
 
I am really surprised by this. I though they would have been keen on selling a unit but it seems they don't care. I certainly wont be buying now and will advise people not to buy their products either. They seem to have a major attitude problem!
 
Rubbish!

Wow. That's really rude to bash a company publicly.

 

[BMBROWN911]

I'm starting to think this guy is just trolling.

 

[wolfetan44]

Quote:

I'm starting to think this guy is just trolling.

I feel like a lot of people/companies dont ship to the UK and now this guys getting pissed about it and it bashing the company when Schiit is a really nice company and have great CS.