Townshend Audio-Slow!

[southall-1998]

1 week ago I ordered a Rega Armboard for my Cranfield Elite Rock II. Still haven't received the Armboard yet!!!

If I don't get the Armboard by Tuesday, I'll be giving Townshend a call to see what's happening. Plus, Townshend are not giving me any updates.

Anyone here experience slow service from Townshend Audio?

Regards.

[Stratmangler]

I wouldn't be surprised to find that Townshend had to place an order for a custom made armboard to fit your deck.
That is probably the cause of the delay.

[southall-1998]

lol, so Max maybe no longer makes the Armboards himself anymore?

[YNWaN]

Max never made the armboard himself and his company hasn't made your deck for many, many years - do you think he just has to pick it up off the shelf?

[Marco]

Indeed, but how are ordinary customers supposed to know these things - does it say so on the website where Shane ordered the armboard?

Unless otherwise advised, people automatically presume that what they're ordering is in stock, and therefore available for delivery within 48 hours (if the supplier is UK based). I know that I do! :)

It wouldn't hurt for Townshend to send an order confirmation, stating an estimated date for shipping. Or is that too sensible and well-organised? ;)

Marco.

[southall-1998]

Indeed, but how are ordinary customers supposed to know these things - does it say so on the website where Shane ordered the armboard?

Unless otherwise advised, people automatically presume that what they're ordering is in stock, and therefore available for delivery within 48 hours (if the supplier is UK based). I know that I do! :)

It wouldn't hurt for Townshend to send an order confirmation, stating an estimated date for shipping. Or is that too sensible and well-organised? ;)

Marco.

Yup, agreed.

[hifi_dave]

I've always found that customers are quite happy to wait if they are told the truth about a delay and they are kept up to date.

Nothing worse than keeping people in the dark.

[Marco]

Agreed, Dave. No-one's saying that the delay is excessive; it isn't, and it's also understandable.

However, keeping someone waiting over a week for an armboard, with no explanation for why that should be, when both the seller and the buyer reside in the UK, IMO, is unacceptable. I would never run my own business like that - all it takes is some proper communication. Keeping your customers in the dark is a sure-fire way of ensuring their dissatisfaction.

I often get the feeling that some of the people running hi-fi companies aren't really that switched on, and are 'too busy' doing other things to attend to what matters most. Efficient communication with your customers and looking after their interests is paramount.

It's all very well working hard designing and building things, but if you haven't got anyone to buy your designs, because you've pissed off all your customers, then you haven't got a business!

Marco.

[Audioman]

My guess is that Max is virtualy a one man band like quite a few hi-fi companies that have renowned branding on the UK hi-fi scene. I am surprised they don't say this item is made to order on their website. It's hardly something they would stock as the TT in question was produced years ago. I suppose we have to give Max credit for still giving support for redundant products. Something lacking with companies such as Linn. Unfortunately technical boffins are usualy lacking in marketing and customer service skills.

[Marco]

Hi Paul,


Unfortunately technical boffins are usualy lacking in marketing and customer service skills.

No disrespect to Max, who is an audio designer I very much respect, but sadly I've found the above too often to be the case, which is why they should employ someone to do that job for them...

I agree with all your other points. Like you say, it wouldn't take much to indicate on the website that all armboards are made to order, and quote an approximate timescale for delivery.

Anyway, I hope that Shane gets his armboard soon, and that it's all he hopes it to be :)

Marco.

[jostber]

He's also busy making some Stella stands for me. Looking forward to getting them. :)

[Rare Bird]

Only one company ive used direct that impressed me with their efficiency & that was J.A.Michell.

[DSJR]

Oh, Glenn ain't that bad and in fairness to the man, I think Mr Dunn looks after his customers too should they need any assistance.

[sq225917]

Difference with Michell is that they make nearly all of their own stuff, apart from the castings. I'd imagine they would similarly struggle if you asked them for a part for the Syncro that they no longer stocked.

[southall-1998]

Agreed, the service and quality from Michell is second to none!

[Marco]

Difference with Michell is that they make nearly all of their own stuff, apart from the castings. I'd imagine they would similarly struggle if you asked them for a part for the Syncro that they no longer stocked.

Yes, but evidence suggests that they'd be more proactive than Townshend, in terms of communicating efficiently with their customers, which is the crux of the matter here.

Marco.

[jostber]

I communicated with Townshend in November regarding some other cables for my Super Tweeters. They replied promptly on my two emails and gave me the cables for free. I like this quality of service. What is certain is that good communication is a way to ensure that your customers will come back and buy again. :)

[Marco]

Good to know, Jostein. Your positive experience with the company helps provide more balance :)

Marco.

[StuN]

I've had a few dealings with Townshend over the years, mostly by email, and always found their responses prompt and helpful. If you have a question about a delayed item, why not send them an email?