Parts availability: How to destroy a brand

Re: Parts availability: How to destroy a brand

Many years ago a certain USA company decided to move manufacturing to China. At around that time a guy working with me decided to power the rig down in the wrong order... bang!

So, I needed a 12'' driver. No parts available... period. They shut down the old vendor but didn't have a new one :roll: I was planning on trading the current speakers for a better grade but with a blown driver the box didn't have much trade in/resale value so they lost the upgrade money.

After six months I got it fixed, sold all the gear I had from them and will not buy from them again even if some of their new stuff seems ok.
 
Re: Parts availability: How to destroy a brand

Gus Housen wrote on Thu said:
I will call them out on it, I tried to get a new input board for some srm 350's out of warranty for a client. My repair guy was told ''we dont have it, we dont know when it will come tell the customer to buy new''
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This is my beef with Mackie. Along with extremely poor parts availability over the past 8 years or so even for authorized repair depots, the reliability of some of their flagship products has been on the wane. For such popular products, they've really gone that extra mile to take Behringer's place in scrap bucket product.
 
Things to check before you write the PO.

And people wonder why I buy and continue to support the brands we do. When I break stuff, I often have parts the next day. No extra charge.



Ken
 
Re: Things to check before you write the PO.

I had my shop tech break off some grill stand-offs on my vertecs and after a few calls, JBL took care of us and got us the replacement parts at no cost!
 
Re: Things to check before you write the PO.

I have to say, JBL's customer service has been outstanding on all levels that I've experienced it. Not only after you buy a quarter-million dollar rig too - they're with you every step of the way.

Interestingly enough, this is not true across all Harman brands.

If I remember correctly, it was EV who first jumped on board the ''Just in time'' manufacturing policy in the 90's, and it had about the same effect on their previously stellar customer service reputation as the move to China has had on EAW.
 
Re: Parts availability: How to destroy a brand

This problem is commonplace in many product categories. I recently had to jettison a chainsaw (not a cheezoid Home Depot/Walmart disposable, but a pro brand that is popular with arborists) because you CANNOT get an ignition coil for it. Needless to say, when selecting a new one to replace it, I did not buy that same brand, nor will I again because they leave their customers high and dry.
 
Re: Parts availability: How to destroy a brand

This happens all the time. I've got an Irradiant LED strip light in the shop with a bad power transformer. Now I know this is a $5 or less part online, but it's under warranty and I don't want to have to pay anything.

I finally get a response after emailing customer service. They obviously don't have transformers on the shelf, and it will take them an estimated 3-6 months to get one.

While I appreciated his efforts, I quickly informed the tech that for $5 online I can have my problem fixed, and the fixtures promtly sold.

The state of affairs these days is quite disappointing.

PS- there are definitely still companies that do it right. Community is absolutely amazing for service. Crown isn't too bad, Elation is stellar.
 
Re: Parts availability: How to destroy a brand

Greg Cameron said:
This is my beef with Mackie. Along with extremely poor parts availability over the past 8 years or so even for authorized repair depots, the reliability of some of their flagship products has been on the wane. For such popular products, they've really gone that extra mile to take Behringer's place in scrap bucket product.
Click to expand...

I wouldn't go so far as to lump them with Behringer, but I agree it's frustrating.
I've been waiting on the casters for the new HD1801 subs ever since they've been shipping - many months now. I can find equivalent casters elsewhere, but that's not the point.

Somebody there must realize that it's costing them business to operate like this. There has been talk of attempts to improve the situation, but I'll believe it when I see it.
 
Re: Parts availability: How to destroy a brand

We're definitely living in a day and time where we are fixing gear and not buying new. It's slowing down the assembly line and all that goes with it (manufacturing of the parts used on the line)
 
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