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Old 15th January 2006, 01:52 AM   #21
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I have 6 UCD400 and when I had problems with the setup I email Hypnex and usually I get a response within 24 hours. Jan Peters in particular is very kind in answering all my questions.

I think I will give up on LCaudio and if I need another module, i will go for UCD again
 
Old 15th January 2006, 07:49 AM   #22
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I hope LCaudio can finally can get their act together. Emails staying unanswered is a frequent complaint (I have a couple of them also). Maybe their product variety is just to big (generating a lot of different questions) for their rather small staff. I see a movement towards country distributors. If they choose them well, these may be able to provide better first line support.
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Old 23rd January 2006, 09:25 AM   #23
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Duck Twacy: I think you have a very good point. I remember when i was working in L C Audio, every day came over 100 E-Mails with all kinds of questions. Some of them would take a long time to answer, and some might not even have anything to do with the products. It was actually possible to answer all the E-Mails, but then you would have absolutely no time left over for other stuff. Like shipping out orders, development, accounting, ordering components, talking to incoming customers and picking up the telephone. Also very important tasks.

So i can't really say i had the solution to that problem when i was working there, other than simply not reply to e-mails unrelated to the company, or of a too complicated nature.
Let me give you a typical example: How should i optimize the BIAS setting on a class A amplifier to fit the impedance curve of my B&W 801 model 1990 speakers?
This kind of question is actually possible to answer, but it would require a lot of research to find a valid answer to give. Lets say half hour to 45 minutes. How many e-mails of this kind can you answer during the course of a working day?
One solution is to hire more help. But as it turns out there is only one guy who knows the answer to all the questions.
It is simply more complicated to sell DIY Audio stuff than hamburgers. It is not easy for the new guy to learn enough about it to be of any good help.

I think it would be a good idea to just have a very small product line to support, and then concentrate the effort to make good documentation for the product. In many cases the questions from customers are valuable input to improve the documentation (when you have the time to do it).
This way many problems can be avoided. And like you suggest it is a lot easier to make good documentation for one or two products than 15. Let alone support them. :-)

Cheers

Lars
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Old 23rd January 2006, 09:36 AM   #24
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Dear Lars,

Yes you are quite right! when you were there, I had a few emails to you and you normally reply in one to two days and i really appreciate that! But now, I have sent 4 emails over the periond of 3 months and the latest one I sent was over 3 weeks ago - asking for the confirmation of the order of 700xe!

but still no answer. I really like to try your master piece but the way it is going, it is difficult for me to perservere!
 
Old 23rd January 2006, 09:54 AM   #25
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ackcheng: If you send me an e-mail with your real name, i can try to contact L C Audio for you ( i live only a couple hundred meters from their HQ ).

My E-Mail addr is: lc@lightball.dk

All the best
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Old 23rd January 2006, 10:03 AM   #26
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Thanks for your kind help! email sent!
 
Old 23rd January 2006, 10:33 AM   #27
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I hope it was helpful

Another solution to providing good DIY service, that i find interesting, is to only service a limited number of customers. This way you can make sure you have time to give each one a good service, and make sure each one get the right answer - every time.
Of course this way you can't service everybody, and so you make less money, but i think all in all the DIY audio market is not suitable for industrial scale production.

Much better to keep it small, and make all your customers happy!

Lars
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Old 23rd January 2006, 12:53 PM   #28
ghemink is offline ghemink  Netherlands
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Quote:
Originally posted by Lars Clausen
I hope it was helpful

Another solution to providing good DIY service, that i find interesting, is to only service a limited number of customers. This way you can make sure you have time to give each one a good service, and make sure each one get the right answer - every time.
Of course this way you can't service everybody, and so you make less money, but i think all in all the DIY audio market is not suitable for industrial scale production.

Much better to keep it small, and make all your customers happy!

Lars

Hello Lars,

Your project at lightball looks very interesting. Hope your tests are succesful.

Best regards

Gertjan
 
Old 23rd January 2006, 01:27 PM   #29
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ghemik: Thanks, i am looking forward to testing some real energy producing models within the next couple of months. It's a lot of fun!

All the best from

Lars
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Old 23rd January 2006, 01:42 PM   #30
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Hi Lars!

You answer here may, or may not have someting to do with my e-mail to LC-Audio, sent some days ago. I wrote about the complaint here, regarding LC-Audio not answering e-mails and included a link to this tread.

We all do understand that a company like LC-Audio canīt answer
questions unrelated to their products, and that the time spent on answeing e-mails has to be reasonable.

However, a policy statement(on their site), about which type of question LC-Audio is supposed to answer, shouldnīt be out of place!
Iīm quite sure that my friendīs questions to the company was relevant ones, and delt with products sold by the company.

In addition , I have read on LC-audioīs site , that the telephone
help line has been dropped , as e-mails are a much better way.
But if someone is calling the company, he or she can imediatelly
be informed , if the question is considered irrelevant.

As it is now , many people seem to wait in vain for an answer .
And this situatiom is neither good for the company, nor for the customers!From a customerīs point of view, and in my case, it can be regarded as an additional cost for risk or uncertainty;will there be additional delays, will I get any support, if....will I have to wait much longer to hear some reports from users, about how good the product actually is??

When it comes to documentation about a certain product, LC-Audio should be more careful not to publish news about a product
before there indeed are more information about;e.g. availability, technical specifications, implementations. By news, I mean publishing like the one that has occured about the Zapulse 700XE.
For sure , this type of publishing induce a lot of e-mails. Thus I blame the company.If they donīt want a lot of e-mails,they have better wait and publish more information later, and at the same time!!

If a company publish some photos e.g. , about an upcoming product, then have a long delay when it comes to deliver them, then itīs possible that some consumers will stay away from this
company for a long time. The company may think , that an early publication may prevent customers from buying products from a competitor, but in fact people can be disappointed by the delay.
I speak in general now, as I donīt have any information about any intentions in this particular case.

When it comes to my decision, I hesitate to order from LC-Audio, until more information is available, and some clearification about the e-mails is done.



BTW Lars, I have a LC-Audio Patriot class-A amp, which is a good
amp for the upper registers. For the bass , I use a Dynamic Precision A1. Norway has some advantages too, as you know!
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