McIntosh Customer Service: Huge Shoutout!

[Progfan2112]

With so much uncertainty and negativity over the past couple of years, I'm glad to at least give props to the fine folks at McIntosh.

I've had an issue with my C2300 preamp for a few years now. For some reason, the front display kept going out intermittently and finally went out completely. I sent the unit to two service centers, including Audio Classics. Unfortunately, the issue wasn't fixed in either case. Then last February, I sent the unit direct to McIntosh. I figured if it couldn't be fixed "in house", it couldn't be fixed at all.

The tech who worked with me-and I won't give his name in case he doesn't want to be mentioned-was extremely helpful. Over the past few months, we phoned, we emailed and we may have even texted. He was completely baffled by the issue but kept at it. Long story short, there were a series of trial and error fixes and most of them ended up in frustration for this poor tech. At last, he figured that the problem might be a soldering issue. I'm not a technical person myself so I can't tell you exactly what that meant.

At any rate, I received a phone call from Sharon in Customer Service last week. I whipped out my wallet, dreading the bill. The cost to me? Zero. Nothing. Nada. Sharon was extremely apologetic because they had my beloved C2300 for so long and when I picked my jaw up from the floor after she told me the price, she said "Merry Christmas, it's one its way back to you". I have it running as I type this. I had forgotten how great this piece of equipment sounds. It's a modern classic, IMO. Geez I love this company! Not sure if any of the McIntosh people come here, but if they do, thank you, thank you and thank you! :-)

[Maks]

That's great news! It's easy to find so many "upset with customer service" stories, but it's 100x better to hear a company going above and beyond to take care of their customers.

[Vintage Pete]

That's great news....I've met Sharon and we've communicated from time to time. She's a wonderful person. Glad to hear you've got your C2300 up and running, and in time for the holidays!

[FreddieFerric]

I have had nothing but very positive experiences with Mc customer support. I have had numerous conversations with them and they have always been extremely helpful and polite.

Glad to see that got to the bottom of the problem at last.

[Masterlu]

John @ Mac Service is Great!

[nikto34]

Great to hear! I too have had great interaction with support when looking for vintage parts or questions on gear.

[Vintage Pete]

Originally Posted by nikto34

Great to hear! I too have had great interaction with support when looking for vintage parts or questions on gear.

I've never had to actually send a piece of equipment to the plant for service, but I've had many, numerous interactions with McIntosh for service questions, vintage parts, and more. They've always been very helpful. It's amazing you can still get replacement glass panels for units upwards of 50 years old.

I've toured the plant now I think 5 times, the last time in 2017. I'm due for a visit to Vestal (next year is my 45th High School reunion). I don't know if by then they'll have resumed tours, but if they have, I'll schedule one.

[McIntosh-maTRiX]

That's why I keep choosing this brand.
Seriousness is seen mainly in times of need.

[miner]

I enjoy reading these kind of customer service stories. Warms my tubes.

[Charles]

Originally Posted by miner

I enjoy reading these kind of customer service stories. Warms my tubes.

I agree. Without specifics I have never had a bad experience with Mac customer service and I have needed them 5-6 times.

I remember at Lawrence Hi-Fi in Birmingham, Ala my Dad taking me to the McIntosh amplifier clinic several years. You could bring your amp or pre in (especially your amp). The technician would put it on the test bench and keep working on it until it met factory specs. He would replace tubes and parts necessary.

The only thing I can ever remember like it was when my Krell Master Reference subwoofer went ka put. Dan D'Agostino flew the tech in. He hardly spoke a word. He went up to my mancave and spread out all his tools. He took the sub apart. About 3 hours later he finished and without saying a word, left.

The sub worked perfectly. I never paid a thing. Never received a bill. That's customer service. I can't remember if it was under warranty. It didn't seem to matter to Mr. D' Agostino. Warranty was never discussed.

Best

Charles