I have tried to be patient and understanding that XIN is different and runs his "BUSINESS" differently than others. Great - he's a perfectionist trying to provide customers with the best possible product he can. But, I don't understand how people can defend his lack of communication and common business courtesy.
Maybe this is fine and works out for anyone who is fine with placing a credit card order and doesn't mind waiting for 6 - 18 months for a product. More power to your patience. ...... until something comes up where you "NEED" to reach him.
I recently had a problem with one of my credit cards and it was critical that I make sure no charges were made on that card or I would pay dearly for it.
I have sent Xin multimple emails and left a voice message requesting contact via email of via phone - with no response. In all messages, I outlined the importance of contact and/or at least confirmation that the info has been changed.
- NO replies!
If a charge had been made on that card and (possibly ?) still, I would pay MANY multiple times more in penalties and in fees than the amp is worth.
Bank of America was going to increase my rates by more than double if I use my card anymore unless I sent them a letter telling them not to raise the rates. I unfortunately, have a pretty large balance on that card as I used it for a LOT of home improvements and property investments and I can't just pay that off in one month. Bank of America had me in a bind. There rules were that I had to quite using the card or any letter would be negated. - Any charge made on that card would instigate automatic raising of my rates on my entire balance.
Apparently, Bank of America made the news about all of this as a LOT of automated letters were sent out and a LOT of customers were pissed. I was one of them. I have excellent credit with excellent pay history. I called and was able to reach a manager who "verbally" changed my terms and said he would take care of this and my rates would not go up. But, he said he could not send me any type of written confirmation - not even an email. So, I am obviously still VERY skeptical. I don't trust credit card companies.
So, as far as I am concerned, I may still be in a potentially bad situation if my card is charged.
But, Xin won't respond to ANY of my MANY attempts to reach him.
I can't help but be "Pissed" about this incredibly poor level of service.
I get that many people have dealt with Xin and swear that he has always come through in the end and provided products and customer warranty service on products. But, how and when service is provided is still very relevant to a quality run business - and YES - this is a business.
I can't for the life of me understand or appreciate how some people would try to defend Xin's way of doing business - Or trying to say this is not a business.
Money has been "promised" by customer's. Even if money has not yet been recieved by the "business", as it is, the company has the ability to withdraw funds at their will, timing and descretion. The Consumer no longer has much ability to stop the transfer of funds without communication with Xin. So, Xin has the leverage.
Conditions of a transaction have "Loosely" been outlined. But, even though the terms were loose in regards to delivery time, the general consensus would be that the products are WAY behind expected delivery.
This is not a situation you give leniency to because of charity work.
Heck, if I had a "worker" who wanted to help me for free, but provided this poor a quality of service, at some point I might just say thanks, but don't bother. The let down on expectations and hassles aren't worth the end result.
I agree with many others. Maybe my amp would never need service, but obviously MANY people have had to send in amps for repair work for some reason or another. It actually sounds like there is a fairly high percentage of required warranty work compared to other electronice devices and products.
I still haven't even heard a Xin amp, but more and more there appear to be options that compete with Xin. - The differences in sound just seem to be coming down to personal preferences at this point.
As much as I find this wait frustrating, I can't imagine how frustrated I would be waiting and trying to contact Xin without replies on a warranty item that I had already paid for and had to send back to him and do without for months on end till who knows when.
I did a lot of research on these forums for hours days and weeks trying to determine which amp to buy. I decided the Xin Reference seemed like the best option (at the time). Yes, there was some info out that indicated wait times were long, but all of the information that I read prior to placing my order fell way short of summing up what the wait times are for this Reference.
I still like the brief excitement about all of them shipping before Thanksgiving! Whatever. I didn't beleive it then and I always wanted to jokingly add that they may still show up by Thanksgiving........... 2008.
Based on how few amps "appear" to have been shipped and how poor communication has been, I am seriously wondering if Thanksgiving 2008 isn't highly optomistic at this point.
His communication levels appear to have been bad at on and off intervals, but it seems to be reaching new lows.
How are we as customers to be so certain that we really will get our amps at this point?
The simple fact that he has come through in the past is not sufficient evidence that he will continue coming through.
If anything, it appears to me that his service and reliability is clearly in question and clearly on the decline.
I am to a point of seriously canceling my order and taking my business elsewhere. I am not convinced that Xin has earned my business.
Making a great product is one aspect of business and an aspect that some people feel is all that matters. But, I would argue that respecting your customers and providing at least some minimal amount of customer service is pretty important.
I have watched as many people have tried to cancel their orders, but can't reach Xin for confirmation. An unconfirmed cancellation isn't much of a cancellation.
I don't want to go buy another amp if I have no idea if my credit card will get dinged for another purchase some (unknown) day or not.
As much as I am glad I have not paid via PayPal, I still don't like having unclaimed charges hanging out for months and years. - Especially, when I have a MAJOR issue with the credit card company that I provided the number to Xin and he won't take a few minutes to confirm the change information.
As much as I have been looking forward to hearing how "great" Xin's amps sound, the waiting and the customer service issues have greatly soured the wait. If I ever get a Xin amp, I am pretty sure I will have some little asterix tagged to the experience constantly reminding me about this horrible business experience.
I have a hard time imagining enjoying a product so much as to totally justify this wait and poor service.
..... Service that is so bad you can't even reach the the guy to cancel an order even if you want to.
Because of the nature of my situation, I actually have a few choice words I would like to share with him.
In my correspondence, I researched Xin's little rules about how to contact him and followed all the little silly requirements about how to address the messages, include the order number "In" the title, etc. And I left voice messages.
I don't know how to handle the situation any better than I have tried.
Xin's way of handling business is rediculous and HORRIBLE!!!!
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