Filed under: Audiophile, Krix Loudspeakers, News
I don’t want to blow our own trumpet here, but I feel like
Krix offers some pretty spectacular customer service. We have fixed subwoofers that
are 7 years old under warranty just because we knew (and admitted to) a
capacitor fault that became apparent well after release. How many companies
would do that? That’s just one example of what I believe is superior customer
service and its my experience that this often come from being local and
connected to the community you service (as well as a solid sense of integrity).
On the other hand, when I email a company overseas I am
never shocked when I don’t receive a reply, or the reply is short or even
sometimes terse. If the questions get too hard the correspondence seems to end
abruptly without any explanation. This is probably one of the greatest
disadvantages of buying OS over the ‘net. Anyway, despite the tone of the post
so far I am not here to complain, rather I would like to bring your attention
to a company with extraordinary service and what I think is an equally
extraordinary product – especially for the price.
You see, some time ago I read a great article about a HRT
Music Streamer USB DAC. I needed something portable and efficient and I only
required a USB input from my laptop so I decided to take the plunge and buy
one. Given the attractive introductory price I couldn’t lose. I checked on the ‘net
and discovered Wicked Digital was the local agent and I promptly purchased it
(with free delivery – thanks WD).
I used the DAC almost daily
(running my Ecliptix and Equinox, but most recently my modest set of desktop
speakers…photo attached) and loved the performance – it was one of the best
audio bargains in my arsenal. Sadly, some time out of warranty I had a chip
burn out on the circuit board. Its all surface mount so I wasn’t prepared to
tackle it and R&D are overrun with work so I didn’t bother them. I thought
about emailing someone about it but decided it wasn’t worth the trouble based
on my pervious experiences. One morning I decided that it couldn’t hurt to try
before it ended up in the bin, so I emailed HRT in the US about repairing the
item. It was about 8:30 am CST. To my amazement, within twenty minutes I
received a reply from Kevin Halverson, CTO from High
Resolution Technologies in the US, asking me about which model I had and
explaining that repairing the original model was not economical. That could
have been where his responsibility ended of course, and to honest I was so impressed
with the quick response that I would have been happy with that, but no, Mr
Halverson also offered for me to return my failed DAC – out of warranty – and
he would upgrade it to the Music Streamer II for a mere $75 + return freight. Bearing
in mind this was not to gain a sale I find this exceptional service and unheard
of with a product in this price range (or well above for that matter).
If you
are in the market for a high quality DAC there is something for most budgets at
HRT, and I can highly recommend the
product itself, but the customer service is something else again! Buy with
confidence.
http://www.highresolutiontechnologies.com
Cheers, Grant
