Thank you Schiit

Discussion in 'General Audio Discussion' started by Pogo, Nov 7, 2019.

  1. Pogo

    Pogo Almost "Made"

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    Today my son (22) received his first order from Schiit, a Modi 3. Unfortunately the Modi 3 labeled box contained a Sys complete with a Sys manual. A quick email and photo to Schiit yielded a return label within 20 minutes.
    Loaned my boy a D10 to use while awaiting his replacement shipment since he had just upgraded his sound card. Crisis averted.
    Any company can have shipping mistakes, the correction of any mistakes is the true measure of customer service.
    So thank you Schiit, great service keeps customers loyal.
     
  2. Bloom

    Bloom MOT: Bloom Audio

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    Nice! Love seeing stories like this. Schiit makes great products for sure, but in my humble opinion, their level of service like this is what has largely contributed to their explosive growth.
     
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  3. crazychile

    crazychile Eastern Iowa's Spiciest Pepper

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    I only ever had one problem with a piece of Schiit gear (original Vali) and they made it right with no hassle. I've gotten email responses to questions in as little as 15 minutes. I honestly think that the majority of people who complain about Schiit service either send emails to the wrong address, or are pissed that they can't call the factory and bend someones ear for an hour. Honestly, if I ever taught a business class, I'd use Schiit Happened as a supplemental text for the transparency, and insight as to how to run a business in this day and age.
     
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  4. OldDude04

    OldDude04 Friend

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    Prices can earn a one time purchase from me, but it's customer service that turns me into a repeat customer. I had nothing but a positive experience with Schiit's service when I needed to exchange a Vali 2.
     
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  5. schiit

    schiit SchiitHead

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    Thanks all for the feedback. We're trying really hard to make sure customer service is running at a very high level!

    With respect to complaints:

    1. Yes, we've had some slow/grumpy service in the past. We reworked customer service entirely about 18 months ago, and made further changes about a year ago. Things should be solid now. Let me know if this isn't the case, though (it's not like unhappy customers can't get ahold of me here, or at Head-Fi, or at Headphones.com, and I've posted my email about a billion times, so it shouldn't be that hard to find it either--it's [email protected]). You may not get a personal response, but I'll definitely get you to the right person, rightfrigginnow.com.

    2. We sometimes can't answer people effectively. When someone wants a detailed impression comparing, say, Yggdrasil to a couple of other high-dollar DACs, we (a) don't comment on other people's products, and (b) probably wouldn't be able to say anything except one person's impressions anyway. This irritates some people, who simply want to be sold on a product. We don't do the hard sell. Well, except Eddie, when he's in the Schiitr, your probability of leaving there with a Loki will go up by about 20x. Because he loves it, and he loves to demo it. You've been warned.

    3. Sometimes system problems are the culprit, and nobody wants to hear it. We send people to troubleshoot with our guides all the time, but nobody wants to go through their cables, other gear, etc (I get it), so sometimes stuff comes back to us based on incomplete troubleshooting or a personal feeling. We had a case of that recently, when someone was dead sure their Vidar was the problem. It came in, we tested it (Avermetrics, listen test, burn-in, etc--when some thing comes in here for repair, it goes through like 4 people before it leaves), didn't find anything, let him know, sent it back, of course it didn't fix it, so our lead tech ran it by me, and I said, "Sounds like the preamp." We had him send in his Saga--which did have a problem--and we fixed it. So sometimes the back and forth isn't fun. Which is why we always start with the troubleshooting (and, hint: 90% of the time it's the source--computer, streamer, or cables.)

    Beyond that, we keep trying to get better and better. Let us know when we do well...and when we screw up...both are much appreciated!
     
    Last edited: Nov 8, 2019
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  6. rtaylor76

    rtaylor76 Can't wipe his tag

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    Schiit actually cares about service excellence and care about the customer experience with great integrity. That's way better than most companies in this niche market. And certainly more than in the audiophile market.
     
  7. RatSalad

    RatSalad Facebook Friend

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    Another happy schiit customer here. Haven't had any issues myself. Through OG saga, Valhalla 2, Vidar, modi multibit, Mani and now Asgard 3 ! Great job on Asgard 3 amazing amp as it's sits next to my liquid platinum !
     
  8. Stuff Jones

    Stuff Jones Friend

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    @schiit One area of possible improvement would be to make returns less costly and easier for the customer. Currently the customer has to procure shipping themselves and does not have access to corporate rates. As a result, we have to pay upwards of 80 dollars or so on top of restocking fees. That price is I'm guess about 3 times what you pay as a corporate client.

    Would it be possible to issue shipping labels from the Schiit account and deduct the corporate shipping amount i.e. what was paid to ship it to the customer from the refund? This would be a low cost way (I'm guessing) to improve customer experience.
     
    Last edited: Nov 8, 2019
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  9. Pogo

    Pogo Almost "Made"

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    Reality check: Ups/FedEx "corporate discounts" for commercial ground shipments within the Conus are < 10% for small volume shippers such as Schiit (and my own company which averages 300 packages per day) Yeah I get discounts up to 50% + on air services but the DIM weight calculations are a killer on air packages.
    Bottom line: figure 10% added cost for shipping any goods,that's been a rule of thumb figure in logistics for years which I've been doing for 40 years.
    Shipping is not cheap and every free shipping offer has added that cost into their selling price. But don't we all love that phrase "free shipping"
     
  10. schiit

    schiit SchiitHead

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    First reaction: interesting proposal, though I suspect it isn't as easy as you think it is, nor is our discount anywhere near that large, but I can pass it on to Alex and Amy.

    Second reaction: see below.

    I checked into this, and yes, our discounts are not very much. Certainly not enough to add the personnel necessary to implement this, especially since it really requires a judgment call: is this someone who is simply "renting" the product (don't laugh), or is this someone who owns a bunch of our stuff and who simply found something they didn't like. The last thing we want to do is to add the overhead for this (or, worse, have a Prime-style pay-for-play deal to manage--remember, Amazon perks are not free, you pay for them).

    But, here's what I can say: unlike Amazon, we are very good at responding to personal requests. If you are a current owner, and you found something from us that really didn't gel for you, and you think your shipping rates to return it are unreasonable, ask [email protected] what our shipping costs are, and, if they are a lot less, create a shipping label for you and deduct the cost of the shipment from your refund. I bet we'd do it for you, if it makes a real difference.
     
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