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Where to start with this wonderful experience? (as much as it could be wonderful when your amp would not power on – exactly on my birthday!)
Well, my day started great, alone at home, with long listening session in mind, music should be blasting through the home……well not exactly…..push the power on button as every day…the light is on, but would not “click” on as usual.
First I called 800 number that gives you Bowers& Wilkins of North America, where I had to leave a message. (Response time – 24 hours). Somebody actually called me back same day after I already arranged everything with Robert in Montreal.
After that I called local Classe dealer in Ottawa, to see if they could help out. Guys were helpful but could not fix it in store. Amp had to be shipped to Classe in Montreal, either by them or by myself (cheaper option).
Then I decided to call local Classe number in Montreal and to my surprise someone actually answered the phone. I explained my problem and I could not really ask for better person to talk to. Robert Adam was so helpful going back and forth between techs and phone and really trying hard to help me, where we spend almost an hour on the phone trying to fix my problem to no avail.
Plan B was to ship my amp to Montreal for onsite fix. I am trying to avoid shipping due to cost and even more to avoid risk of damage ( 92 pounds), so I asked Robert if it would be possible for me to drive in from Ottawa next day early morning and if someone could look at my amp while I go out for a breakfast. Robert happily agreed.
So, I was at Classe next day by 9 o’clock and Robert helped me out to unload and to create an invoice. My wife and went out to do some shopping, (when she heard that I am going to Montreal next day, she arranged to go with me…. In the end it was expensive trip, but not for Classe repair as you will learn later).
About 2 hours later my cell phone rang to tell me that amp is fixed and that I could stop by any time to pick it up. So it is 12:30 now I am back at Classe site, my amp is ready in Robert’s office and when I asked about payment (I am second owner, warranty is not transferable), he just waived away any charges.
Oh, yes, they also updated software, printed log file from the amp, offered me amp adjustments based on the log file read out….
Does it get any better than this? I am long time Classe customer, had there’s CAP 151, now 47.5 preamp and CA 2200. Their service was always good, but this way above and beyond.
Classe will have a customer for life in me.
I thought , such an experience should be shared with our community….more often than not, there are not that many success stories in customer service.
One more time, thank you Robert, thank you Classe
Well, my day started great, alone at home, with long listening session in mind, music should be blasting through the home……well not exactly…..push the power on button as every day…the light is on, but would not “click” on as usual.
First I called 800 number that gives you Bowers& Wilkins of North America, where I had to leave a message. (Response time – 24 hours). Somebody actually called me back same day after I already arranged everything with Robert in Montreal.
After that I called local Classe dealer in Ottawa, to see if they could help out. Guys were helpful but could not fix it in store. Amp had to be shipped to Classe in Montreal, either by them or by myself (cheaper option).
Then I decided to call local Classe number in Montreal and to my surprise someone actually answered the phone. I explained my problem and I could not really ask for better person to talk to. Robert Adam was so helpful going back and forth between techs and phone and really trying hard to help me, where we spend almost an hour on the phone trying to fix my problem to no avail.
Plan B was to ship my amp to Montreal for onsite fix. I am trying to avoid shipping due to cost and even more to avoid risk of damage ( 92 pounds), so I asked Robert if it would be possible for me to drive in from Ottawa next day early morning and if someone could look at my amp while I go out for a breakfast. Robert happily agreed.
So, I was at Classe next day by 9 o’clock and Robert helped me out to unload and to create an invoice. My wife and went out to do some shopping, (when she heard that I am going to Montreal next day, she arranged to go with me…. In the end it was expensive trip, but not for Classe repair as you will learn later).
About 2 hours later my cell phone rang to tell me that amp is fixed and that I could stop by any time to pick it up. So it is 12:30 now I am back at Classe site, my amp is ready in Robert’s office and when I asked about payment (I am second owner, warranty is not transferable), he just waived away any charges.
Oh, yes, they also updated software, printed log file from the amp, offered me amp adjustments based on the log file read out….
Does it get any better than this? I am long time Classe customer, had there’s CAP 151, now 47.5 preamp and CA 2200. Their service was always good, but this way above and beyond.
Classe will have a customer for life in me.
I thought , such an experience should be shared with our community….more often than not, there are not that many success stories in customer service.
One more time, thank you Robert, thank you Classe
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