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Just want to warn everybody about the behavior of these folks. They're really irritating me. Here's an email I sent them, which received no answer.

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Dear [customer service rep],

I must say that I am entirely dissatisfied with my experience in the purchase described below. Here's why:

1. I ordered (955370) more than $500 worth of merchandise from you. For some reason you chose to ship the two items in separate boxes via separate carriers. One box arrived thoroughly punctured, fortunately without damage to the contents. The other (the Rega Neo TT-PSU, a $395 item) arrived packaged only in the manufacturer's original box. It died after two days of service. I thought everyone knew that delicate items should be double-boxed.

2. When you returned my call about the second problem, your offer was to mail me a shipping label, make me repackage and return the damaged merchandise, and wait for you to ship a replacement at your convenience. This deprives me of both my $395 and my use of my turntable for an indeterminate period of time.

3. What Audio Advisor could have done, had you/they wished to proved high-quality customer service, is immediately shipped me a replacement unit, preferably overnight, and included a shipping label for the return of the failed unit.

4. Or you could have at least emailed me the return label to print out and stick to the inadequate box you originally supplied the unit in.

I could have just disputed the charge with my credit card company and ordered another unit from, say, Amazon, who would have it gotten to me much sooner than what you're proposing here. In fact I could have just bought the same item from Amazon in the first place and gotten it sooner. But I chose to deal with someone I thought was in the audio business. You certainly were charging full price.

I've bought a number of things from you over the last five or six years. But when this deal is complete, I won't be back for more. If you want to try and do better, I could stay. As it is, I'll have to warn people on Audiogon, Audiophile Style and other on-line hi-fi forums I frequent.

Regards,
John_G

 
 

 

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That's really sad.  I don't fully understand though.  Didn't they offer to email you the label?  I've dealt with lot's of returns of goods over the years and they always want to get it in house before crediting you.  Typically it will take three days at the worst for them to get it in house. (blenders, ice cream maker, automatic tea kettle among other items).  

If they said they would only MAIL (snail mail) you the label, then that's totally different and strange since they are a mail order place and have special prices in place to get returns back quickly and electronically if you would.  

As for shipping in original packaging, ..... ARE YOU KIDDING ME?????  What they heck are they thinking?????  That's just stupid on their part.  I understand that many don't live close to a shop and want to use Amazon or an online store, but this is far from the worst story I've heard about some of these companies.  In the future, if you need gear, maybe you could look up the closest Vandy dealer to you and purchase from them as they will ship as long as you aren't in someone else's territory for what you are looking for.  80% of the Vandy dealers sell Rega.  Just another option if you have any issues going forward or just want to give a brick and mortar shop the business.  

Just sorry to hear what happened.  Hope you get it straightened out quickly and can get back to music.

 

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Happy to say that Audio Advisor has made this right. Here's email I just received.

 

Quote

 

Good Afternoon,

 I do apologize for any inconvenience and I have sent you another Rega Neo Turntable FedEx overnight.  Please return the defective unit at your convenience and thank you for shopping at Audio Advisor.

 Sincerely,

[Customer Service rep]

 

Social media are powerful.

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That's good to hear John.  I am currently in a situation with them as well.  Attempting to order an additional tube and tube holder for my VPI Cyclone, I received both items, but incorrect models. They have been very cooperative with me; albeit taking a fairly long time too receive the correct parts from VPI.  But, it's not like my record cleaning machine was inoperable during the wait.

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2 minutes ago, Steve Edwards said:

That's good to hear John.  I am currently in a situation with them as well.  Attempting to order an additional tube and tube holder for my VPI Cyclone, I received both items, but incorrect models. They have been very cooperative with me; albeit taking a fairly long time too receive the correct parts from VPI.  But, it's not like my record cleaning machine was inoperable during the wait.

All's well that ends well. The replacement unit arrived Friday, double-boxed. The Rega box inside had never been opened, unlike the previous one. The packing slip asked me to mail the defective piece back Fedex overnight. "At my expense?" I thought. Then yesterday the Fedex label arrived in an envelope, and I dropped the whole thing off at Fedex that afternoon.

Yes they could have put the label in the box....But I'm a happy camper now. The new TT-PSU let me tweak the turntable speed to exactly 33.3 RPM as measured by a phone app, and in truth some records that exhibited a bit of wow and flutter seem better now.

 

Over the past few months of upgrading my system I've learned that USAudiomart.com and Audiophilestyle.com (previously ComputerAudiophile.com) are free to hobbyist users and super-effective in moving out surplus bits and pieces. Way better than eBay.com with all its fees. I did find an AudioQuest Niagara 3000 on Audiogon.com and had a good buying experience there.

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I use Audiomart exclusively at this point and have found some very good buyers.  I'm actually looking at the Niagara 3000 to replace my 1000.  I am running Richards M5's into the dedicated outlet (AQ Edison) rather than the Niagara as it only has one plug for high current.  

glad they made things right for you.

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