Quad (IAG) service experiences. Thumbs down from me . . .

Hi Richard,

its a mixed bag to be honest.

Eventually (strong emphasis), they did come through for me but not before more avoidable slip-ups as a direct consequence of poor service all round.

The saga continued when they posted the 57's back to me for a third time after being soak tested again, this time for two weeks supposedly.
My instructions could not have been clearer to Quad. I wanted to come and pick up the speakers myself and personally hear them with my amplifiers to make sure they would perform under identical conditions at home. I did state however that if they were to be posted they should go to my work address.

After a few of my emails had not been responded to, I turn up at my house to see a large Quad box in my front garden. To cut a long story short they had delivered the speakers back to me (probably with the best intentions) but hadn't made sure to use a proper courier with recorded delivery or any other guarantees.

The large box contained one speaker, there was no sign of the other one. I suspect as it was simply dumped in my front garden for maybe 6 hours+, someone had helped themselves to one with the possibility of coming back for the other. The boxes look quite impressive and have "fragile" written on them and the eagle eyed opportunist may well have sensed something large and heavy my well fetch a pretty penny.

I was livid, I literally could not believe it. All after I had left specific instruction to post them to my work address or I would come and collect them. Either of these options would have been acceptable.

The courier company faked my signature as there was no way I was within 40 miles of my house at that time of the morning when they were delivered.

I threatened legal action but Quad to their credit (which is at an all time low to begin with as far as I'm concerned) did admit it was their responsibility and promised to sort it.

They did, eventually and a few weeks later (you would have thought thy would make it a priority if it wasn't before!) I had a freshly refurbished pair of resprayed 57's.

They were perfect. I went to collect them in a strange trip to Quad as I wouldn't risk another courier where they kind of reluctantly handed them over, not so much as an apology though. They did give me a book on Quad history as a strange kind of gesture though, like I say, it was weird.

I have since sold them, I didn't even want to listen to them to be honest. I got good money from someone in the USA and that was that.

In the mean time I'd fallen for the 63's I had as backup for them. They're a more well rounded speaker in my opinion. Do they have that inner micro detail, not quite but a lot of people think it is still there in the 63's its just the extra response veils it a little. I can see the logic in that.

Anyway, back to your question.

Would I use them again, well if you want full Quad parts (Quad treble panels etc) and are willing to wait until its done and done right then I don't think you have another option. One Thing Audio are good, they do great work but I have heard a direct comparison of their panels that they use and they do sound different from the Quad ones. In my view they didn't have all the magic of the Quads but some people prefer them so there you go, horses for courses etc.

Actually I have to add - my 63's need to go back to OTA as the diaphragm coating is deteriorating having only been done a few months ago so no companies are immune from mis-haps. In case you're wondering I don't have the speakers in a particularly humid/war/cold environment either. I always use tube amps with them and adhere to the recommended wattage's for both 57's and 63's. I literally could not be more careful with them.

I will also say that I can only accept absolute silence from them in my listening environment, I am relatively near field to them so if they are off in the slightest I class it as an issue. When they have been refurbished and service they should be 100% perfect for at least a few years. I didn't used to be so expectant or demanding but I'm paying (more than) good money for these speakers and why should I settle for less!

If it were me I would arrange a firm date with Quad, I think they still offer a drop in service (they certainly do for panel servicing/replacement but maybe no full overhaul refurbishment). Take them there yourself and pick them up yourself.

I'm sure I must be the most unlucky person to ever venture into their HQ (and I'm sure they weren't unhappy to see the back of me) but mistakes were made and made again and again. Avoidable ones too. A failed panel or faulty power supply can happen, miscommunication and failure to acknowledge suggestion and for want of a better word instruction however, are unforgivable.

If there was an alternative I'd use them but I'm not sure there is really.

It is a genuine shame as they were a great company and a few years ago had a good reputation for servicing work and looking after their customers. Just the feel of the place was one of people coming to the end of their working lives and careers. Maybe they were winding down as a company I don't know but enthusiasm and the general manner of the place was at a real low.

I might have just caught them on a bad day but it didn't seem like anything had changed for a while and would explain why I had to send my speakers back three times and why no one cared enough to read my email or send my speakers back on a proper courier.

Like I say a real shame.

Sorry that was a rather gloomy summery but I feel I should reflect what I saw and outline everything that happened.
I still love Quads though and I hope they can revitalise themselves somehow, at least in the service department!

If you plan it well and ensure very VERY clear communication I'm sure you won't have anything like the troubles I did.
Good luck (I really mean that!).

Cheers,

Chris

Yikes! Sorry if I made you relive the trauma there, that does sound like just about the worst experience possible, and I've had a few stonkingly bad experiences myself over the years (most recently receiving two wooden speaker cabinets sent via parcelforce, protected by... a bin liner and brown parcel tape. Needless to say that whilst the speakers arrived, the corners didn't).

Really appreciate you going into detail, i'll certainly make sure to drive down there personally if I ever get the ESLs repaired/serviced. (I'm actually thinking that one of the the 63s may make the perfect centre speaker in an AV setup, but will probably keep the 57s as my main HiFi speakers for the crystal clear imaging - I get a real kick out of hearing 16-ish differently placed Freddie Mercury's singing in harmony on the Prophet's Song, and don't want to compromise it :) )

Got to go, as I have the school run to do, just wanted to pen a quick thankyou before I did.

Best regards


Richard

Hi Richard,

indeed it was a saga to rival most. But, with effort and perseverance it was resolved.

It was actually quite therapeutic typing it all out actually and actually makes any other set-backs seem mild inconveniences in comparison!

Using a 63 as a center channel, awesome. That must be a fairly serious setup you have there to justify that!
I'm really looking forward to hearing my 63's at their best again. It gives me a chance to fettle the other bits of that system which otherwise I would be reluctant to be without for any period of time.

Cheers,

Chris

Sorry to hear about your nightmare Chris, I thought Quad were better than that to be honest...

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If there was an alternative I'd use them but I'm not sure there is really

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I reckon Magneplaner's would be to your liking... I owned 57's for a good while and loved them but I think Maggies are similar sounding but better in my view... I definitely could not get any electrostatic's to work in my room but my Maggies work very well.. I also think that Maggies have a lot less problems than any Quad speaker

Ok Maggies would need more oomph than your current amp, but just a thought...

Just to add my thanks for your blow by blow account, Chris. I have 2905s which are (touch wood) fine, and am always aware that they might have to go back at some stage. I'm under 100 miles away, but would need a larger estate for mine. Thought they did a collect/delivery service though. After 45+ years of moving coil speakers with no prob's, it seems odd that these ESLs don't go on forever.

Quote:

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Originally Posted by Ninanina

Sorry to hear about your nightmare Chris, I thought Quad were better than that to be honest...

I reckon Magneplaner's would be to your liking...

Ok Maggies would need more oomph than your current amp, but just a thought...

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Hi Bev,

thanks for your suggestion. I nearly plumbed for a pair of SMGa's and also some 1.4's but decided on my new babies, the "Grand Masters" . . .

Were I to try some maggies one day I think the Neurochrome 686 (in second system) would be a good match for them, it goes to about 380w into 4ohms.

The speakers are surprising me every day and are really showing the benefits of having proper kit upstream from them. Tube changes in my pre-amp as well as speaker cable swaps/upgrades are all quite clearly audible as better or worse so I applaud their ability to identify changes in my system if nothing else, but there is a lot else!

The sense of atmosphere and realism they bring is taking me from tenterhooks on tense, engaging material, to hammock-like (cocktail in hand) albatross-esque chilled moods on contrasting pieces. I really do now understand the analogy of the hifi/speakers getting the heck out of there and just leaving music hanging for your enjoyment.
Previously I'd only experienced this to a certain extent with electrostatics with limited dynamics, now I have the magic of the imaging and resolution of them but with incredible slam and bass extension when required.

Anyway, I will be waxing lyrical about them on my other thread about new speakers/system etc as I've had enough time with them now to conclude that they are not giving much up to the Quads in terms of what the Quads do. Where they do differ however is in every department where the Quads do come up a little short.

Cheers,

Chris

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Originally Posted by Mike Reed

Just to add my thanks for your blow by blow account, Chris.

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You're welcome Mike, like I say it was a somewhat therapeutic exercise for me anyway.

As iterated I'm sure Quad have the best intentions and their work is good once you get them to do it right. In addition they need to test them for enough time to truly test the components of an extremely complicated speaker.

As for their issues with couriers and after-sales care I think I've made it quite clear that these need improving to say the least!

Cheers,

Chris

I sent my 909 up to Quad

Waited

and waited

and waited

and waited

4 weeks later made contact and was told these things take time as we do repairs for othe audio brands , and ( From memory )
only have 4 staff members

So I waited

and waited

dito
dito
dito

eventually thinking I would never get it back phoned again and was asked to hold on and I will go and see if anythis has been done yet

Yay it was ready to be returned at the same time I chased them up

Total time away 2 months