I also recently had a very similar and very unpleasant experience when attempting to order glass faceplate as well. The women in parts was very rude and seemed genuinely annoyed having to even deal with the matter.
I am going to offer some very valuable advice for McIntosh customer service.
Please adapt my LAER PRINCIPLES.
LISTEN - You cannot resolve any issue without genuinely listening to your customers.
ACKNOWLEDGE - People wish to know how much you care before they care how much you know.
EXPLORE - Explore solutions to keep customer loyalty, such as finding a similar piece of equipment that uses the same parts to address issue. Thinking outside the box is good.
RESPOND - Never confuse movement with action, if you promise to reply or call please keep your commitments.
If McIntosh customer service follows these principles then everyone will be on the same page and any and all matters will be addressed accordingly.
Well said....I Agree !!
I am also currently having the most miserable Customer Service experience getting a defective delaminated faceplate glass replaced for my C50 under warranty.
Its been over 2 years now since I was promised a complete new glass faceplate from John, the Customer Service Manager
I do not receive any replies from my emails or return phone calls from him.
As courteous as I am, the woman I spoke with in Customer Service was rude, sarcastic, abrupt, and uncaring to my needs. Chuck was abrupt and sarcastic.
The parts department does not reply to emails or phone calls.
This is not what I expect from a luxury brand.
I've noticed a considerable decline in McIntosh Customer Service in the last few years and I have been a loyal customer for 30 years.
When I was a teen, my dad and I met a few times with Dave Obrien and Jim Carroll at our dealer that was here in NY....Designatrons. Always a excellent experience and issues always resolved.
I've never experienced such contempt for the customer from any company.
It disturbs me when customers make rewards and excuses for poor customer service. When the company realizes this behavior is ok, it lowers the bar for the company and the company becomes complacent.
McIntosh staff really needs to,
Recognize and engage with the customer. Listen to their needs,
Respond to customer needs in a timely manner,
Treat all customers with dignity and respect,
Take ownership of problems and resolve issues,
Build customer loyalty and always strive for Customer Service Excellence,
Put the customer first at every level.
Customers are the reason McIntosh is in business.
There are many audio companies out there. The staff will ultimately make the difference.