I've now emailed them twice in the last three weeks and not had a response to either. Poor 0/10 so far!
Townsend Rock/Excalibur/Ortofon 2M Black, Arcam AVR500, Roksan Kandy cd, Monitor Audio BX5
Have you tried phoning? Arcam's number is 01223 203200, might be worth giving them a call.
Andy Clough is Brand Editor of What Hi-Fi? Sound and Vision and whathifi.com
Arcam's customer service is second to none....but not by email.
As Andy says, give them a ring...you should get a very different response.
"Everything has been said before, but since nobody listens we have to keep going back and beginning all over again." André Gide
I must admit I have had the same problem over the last month.
I have never usually had a problem even via email, but my last emails have been blanked.
Thanks for the advice chaps. Andy, as someone with "influence" perhaps a quiet word in their ear might help.
If they haver a support emal account, they should reply, no excuse. Unfortunatelly this days companies are just too busy making money to care about customers. You want to know about good customer service, search for bq tablets. It s a small brand in Spain succiding only due to its customer service and I have nothing to do with them.
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Sonic impact T-amp with Whafedale 9SR.
I suspect many hifi manufacturers and retailers might disagree
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I recently had a minor problem with an Acoustic Energy 1, which entailed return to vendor Peter Tyson for service. I have to say that not only was I fully satisfied with the service, I was hugely impressed. Good job, Peter Tyson guys.
I have to agree with bob.g's comments about peter tysons customer service, those blokes are so helpful. I'd give peter tyson the good old 5 star rating all round.
I actually bought the Arcam from PT and they were very good, ensuring that it was delivered on the day I was at home and not the days when I was away. Top marks.
What Arcam model are we talking about here?
Phone 'em. IME, works everytime
A nice lady will answer promptly
"Can I speak with you technical department, please?"
"Certainly, putting you though, now..."
Next, a nice man will answer promptly and be very helpful* and candid**
* - Panasonic, kindly note
** - Cambridge, kindly note
AVR500. So far I've plugged everything in to be greeted with silence. Lots of head scratching going on.
And I've called them a couple of times, the technical department is on voice mail each time. I suspect that they're all at the Bristol Show.
This goes from bad to worse. Having had the builders in, last Thursday I finally got around to putting my hifi back together and installing the Arcam with great expectations. Unfortunately I was greeted with total silence. Several hours of head scratching later and having read the manual I still had total silence. A phone call to my local dealer who are also Arcam stockists persuaded them to come around on Saturday night. Two of the staff turned up with bags of cables and spent 30 minutes sitting on the floor going through the menu and trying everything. Not a peep; not even static or white noise. A phone call to the local Arcam rep didn't resolve it either.
So a terse phone call to Peter Tyson, the suppliers, is on the cards any minute now. It's going back to them and/or Arcam.
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