Acoustic Sounds - Is Their Customer Service Generally This Bad?

[prime minister]

Let's just say I have some less then impressive customer service from AcoustIc Sounds today. I had raised some concerns to them, and got what was pretty much form letter customer response. This Didn't make me feel much better about the customer service situation, which I noted in my reply to their response. So what do I get? The same original email, word for word.

Is it too hard to even pretend that they give a damn about my experience? I've bought a lot of stuff from them over the years, but now I'll certainly have second thoughts in the future.

 

[MikeT.]

@prime minister , I saw this on Roon Community, don’t know if this has them with their hands full or service in general is sketchy. I’ve had limited dealings with them but no problems.

 

[Dan ʕ•ᴥ•ʔ]

In my limited experience, their customer service is not what it used to be. I gave my business to Music Direct.

 

[Wntrmute2]

I bought quite a few albums from them at one time. Two had off center labels so poorly applied they were clearly way into the run-out area risking my cartridge. I was required to pay shipping both ways and wait for them to examine the goods before sending out replacements. Never again will I buy from them.

 

[RoadDawgWest]

I've had customer service issues with just about every one of the online media resellers listed here and others not listed. I've concluded my purpose when making purchases from them is that I'm helping them train their staff. I always love it when they blame a supplier or another manufacturer for the problem. I think some must have a Teflon approach to business with their customers.

 

[JohnVF]

In my limited experience, their customer service is not what it used to be. I gave my business to Music Direct.

I have had such a pleasant experience with every single person I've ever had virtual or real, in-person, contact with at Music Direct. I know this is a thread about Acoustic Sounds (which I've had limited, uneventful, buying experience with) but the folks at MD are really good people, from what I've seen.

 

[Rudy]

I only ordered from Acoustic Sounds a few times but my orders were OK, so, no direct experience with customer service. It might be an instance where calling is best, to rattle their chains a bit.

Music Direct took care of a couple of issues for me over the years, although I generally don't order much from them either. One was a very noisy MoFi LP I bought at their table at AXPONA--they had me ship them the old one, and got a nice clean copy in return.

 

[Wntrmute2]

Oh I called. Response was "tough, that is our policy". Like I said, I will try and not do business with them again if I can help it.

 

[Olson_jr]

Wow, I thought that Chad Kassem was all about quality and customer service. Did he sell Acoustic Sounds?

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[MikeyFresh]

Wow, I thought that Chad Kassem was all about quality and customer service. Did he sell Acoustic Sounds?

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He did not, however the days of him actually answering the phone over there are now long gone. After growing for many years, and then launching QRP, he has seemingly turned over the Acoustic Sounds catalog/website to others in his organization, and I'd agree with others here in saying their customer service ain't what it used to be and hasn't been for quite some time now.

While it's not impossible to do business with them by any stretch of the imagination, it's not the same as it was 20 years ago when you could pick up a phone and call them, and Chad himself would answer and be happy to take your order over the phone. I personally noted a deterioration in their customer service at least 5 if not more like 10 years ago. I still buy from them, largely uneventful, however those few times that I needed customer service from AS and didn't get it to my liking pushed me to move some of my business to both MusicDirect, and Elusive Disc too.

 

[Salectric]

I had so-so experiences with Acoustic Sounds a number of years ago, and I resolved never to deal with them again. On the other hand, I have always been pleased with Music Direct. I can’t imagine buying new LPs from anywhere else.

 

[Rudy]

Chad does have a lot on his plate--aside from the retail operation, he's running a record label (which involves a lot of negotiation), the QRP pressing plant, and now The Mastering Lab, which he purchased and moved to Salina, KS. So the days of catching him by phone are long past. It might not hurt, the next time one of us sees him in person, to ask if there's a higher-up in the retail division we can reach out to if we have issues. I don't buy enough new vinyl anymore that it affects me any. (I tend to shop Discogs and go with the best price and seller reputation for the titles I want.)

 

[Drugolf]

Some entities have their act together. Some simply don't. Far too many just don't get it. Far too many don't ever admit when they messed up or are wrong.