Schiit customer service (outstanding!)

Discussion in 'General Audio Discussion' started by rikkitik, Nov 29, 2019.

  1. rikkitik

    rikkitik New

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    I don't post here often, if this is in the wrong place, mods please move it.
    I had an interaction with Schiit customer service that, frankly, far exceeded any expectations I might have had.
    About a year and a half ago, I was looking into upgrading my preamp,(a Rogue 99), and was talking with Don Sachs. I ordered a DS2, but, in the interim, the Rogue started having problems with a tube socket......
    I ordered a Freya (original) as a backup, in case the Rogue went south before the DS2 was finished. The Rogue hung in, and the DS2 arrived. All was good.
    The "Freya" sat in it's box, unopened, all this time. Until I opened it last Friday. I put Freya in quotes, because in actuality, I was sent a Valhalla 2......wow, now what happens with this??? I've had it since July of '18!!!, it's not even in production(?)....
    I emailed Laura at Schiit CS, and she agreed, definitely an odd situation. The next morning she sent me a return ship tag, and said they would cross ship a Freya as soon as the return tracking went "active". I received the Freya today.
    To me, in this day and age, that is truly above and beyond. I had that thing for over a year, no muss, no fuss, "we will make it right". I'm definitely not a Schiit "fanboy", (I returned the Yggdrasil I ordered a couple years back, not a good fit for me). But, for me, their customer service and support is beyond reproach. Just wanted to send a public "shout out" to Laura and Schiit, thought this was a good place to do it.
     
  2. Jerry

    Jerry Friend

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    Very interesting and rare situation. I think there's a lesson to be learnt here, for me as well. When you buy something, at least always check if it is in good working and physical condition. I really doubt that other manufacturers will be as graceful as Schiit.

    Well done Schiit.
     
  3. Pogo

    Pogo Friend

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    Schiits Shines Again!
    Coincidentaly, I also had a very positive interaction with Laura today....I'd purchased a Bifrost closeout on 11/15,received 11/22 and tested via its USB input only until yesterday when I hooked it in to my big rigs CDP and CDR via coax and optical. Oops, no audio output from those 2 sources although they were fine thru the Modi Multibit the Bifrost was replacing......Laura promptly sent me a prepaid return label and a promise to ship a replacement when the return was in the Fedx system.
    This is "white glove" customer service which again leaves me with a strong feeling of brand loyalty. I'm also not a total fan boy as I didn't care for the Asgard 3 which I sold to my son rather than returning, but this level of customer care ensures that Schiit products will get a hard look when upgrading any components in the future.
    (Schiit headphones anybody?)
     

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