Well I will NOT be buying Paradigm again.. You need to know

[Hawst]

Just an update, the local area field rep says he does have the new tweeter on order and it should be in the later part of next week. Lets hope, pray and see if it shows up.

If it shows up, is anyone interested in buying a pair of Studio 100s V3s about 6 months old? Just make me a reasonably good deal offer =)

 

[Nuglets]

I don't know why assume that one must be old to know how hard CV pounds. I am only 21 and I owned my CV's since I was 18 and I also know two different people that also own Cerwin Vega's. In my opinion based on my experience with the CV's that I own and the one's I've heard, is that Paradigm makes a much better sounding speaker than any of the them. Your experience sounds crappy but I don't think any different about Paradigm as a company, especially since you only talked to one person from the company. Like has been said, there seems to be a "Gary" at every company and it is up to you to take the issue to somebody higher up the food chain than "Gary".

 

[3db]

Not sure why you've posted such a sarcastic reply?

New Paradigm Secret Speakers

Why am I not surprised to see a thread like this once a year?

I've been following this post and I fail to see why you would responded as you have. Do you think this is just another spammer? What gives?

 

[Hawst]

I know some of you have resonded about "Gary" and that there are "Garys" at every company. Well, I just wanted to clarify, when I first called I did speak at first to another nice young woman and explained my situation to her, she told me that I needed to tak with a gentleman named "Gary" as he was the overseer to all warranty replacements at Paradigm. I was then given a direct phone number to contact him at that dept/locaiton in the "warranty or service" area where "Gary" works.

It was another young gentleman who answered the phone, when I asked to speak to Gary I was questioned "why i needed to talk with him" - I replied that I had a warranty situation and I explained my situation to the young man, and he then confirmed - "ohh, ya, you need to talk to Gary, as he handles all of that".

So, I know some people just absolutely must make assumptions, but in my case I was told that "Gary" was the descision maker regarding my issue.

Sure, I can start getting irate and shouting or demanding higher ups contact information. Sure I can buy a plane ticket and go there in person and demand resolution. Sure, I can make picket signs and take off work and march out front of Paradigm Corp until I recieve satisfaciton.
But gentlemen, I have done all that should be required within reason to have a simple warranty issue resolved and was snuffed. I just wanted everyone to know about this in case YOU should even find yourself in my shoes as to WHAT you should expect dealing with them. That is all.

Good day,

 

[nav]

I've been following this post and I fail to see why you would responded as you have. Do you think this is just another spammer? What gives?

I think he's trying to further point out Paradigm's consistent lack of openness, to put it kindly.

(By the way: that "breach their security" photo is absolutely hilarious.)

 

[Tom Andry]

(By the way: that "breach their security" photo is absolutely hilarious.)

Yeah, Gene's particularly proud of that one.

 

[no. 5]

New Paradigm Secret Speakers

wow, that was hilarious, great captions to the photos.

 

[Hawst]

Well I got a call from the field rep today..

Lets just say Paradigm blows...

Ok, now that is out of the way and off my chest; when I first spoke to him about the tweeter he was attempting to understand if the diaphragm just broken or if it was a wire that came unplugged or if the whole tweeter needed to be replaced.
After answering his questions we both agreed it was probably just a bad tweeter and the whole thing needed to be replaced as it was not making any sound what so ever. And if it was a bad diaphragm then I should hear at least something from it.
We agreed, and he says he will order a whole new replacement tweeter.

Well he calls today and says that he only ordered a new diaphragm and we will start with trying to replace that first. And then he proceeds to tell me that Paradigm will only replace this diaphragm ONE TIME for free as they are too expensive to replace more than once. I am like WTF, we agreed to replace the whole tweeter and that its probably not even the diaphragm in the first place. And it was “you” who said lets just be safe and replace the whole thing.

Of course my blood pressure was getting high but I did hang on to my cool and I asked that he note it that I do NOT want to do this as I want a new entire tweeter and he informs me – well its paradigms choice. But again, I say well then don’t dock me my 1 free diaphragm when the new one doesn’t fix it. We talk abit more but I am not sure if I made it anywhere with that point. Sounds like my freebie is spent whether I like it or not. /sigh

Then he starts in that I need to produce my original receipt and I tell him that I have it if needed just don’t have it taped to my fridge or anything and will need to look for it. He then reminds me that if it wasn’t from a authorized dealer then it was going to cost me. I told him yes, it was and don’t worry they had them on the showroom floor. He tells me well I don’t want you to think just because they had them on the floor that they were an “authorized dealer”. I rebut by stating that come on here. These speakers are hard enough to find in the first place – and HOW – can a retail store have them on the floor and NOT be a real deal dealer??? I mean come on. To me is just sounds like I am about to be told this will be at my expense. I can see it coming now because they no longer sell them.

I am to drop the whole speaker off at the local dealer we have here now that doesn’t sell to the public on Friday and they he will be in next week to try and fix it with a new diaphragm.

Does anyone care to make a wager that if the diaphragm doesn’t fix it – that they are going to claim that my original dealer wasn’t an authorized dealer and that I will have to BUY a new tweeter????

I will take that for 500.00 if anyone wants to bet that thinks this company is worth betting on.

Of course I will let everyone know the outcome of this ordeal.

 

[einsteinjb]

Dude, this SUCKS!! I've experienced bad service as much as anyone but in a competitive industry like this, I'm shocked that Paradigm could treat a customer like this. I auditioned several Paradigms a while back and now I'm thrilled that I felt they weren't my thing and were overpriced for the way they sounded. (Not that they don't sound good, they do... I just didn't feel the sound justified the prices.) To me, excellent customer service is every bit as important as the quality and price of the product.

I'm surprised no one has yet brought up in this thread the amazing service offered by virtually every ID speaker brand these days. It's quite common for ID companies to just send out new drivers no questions asked when a customer has a problem with them. Just another reason, IMO, that the future of B&M speaker brands that don't bend over backwards to compete isn't looking too bright.

I know you already decided to order new CVs, but if you liked the quality sound of the Paradigms before they crapped on ya, you might consider looking at a few of the popular ID brands, maybe ordering a pair from 2 or 3 of them. For the $2K+ you spent on those 100s you have a LOT of choices in the ID field. Compare them in your home, send some or all of them back if you don't like them, and you're only out shipping. At least you will have had the chance to audition some great speakers in your home side by side on your gear with little risk. You'll definitely find MUCH better customer service that way.

Good luck with this. I really hope these yingyangs sort this out for you. If it was me I'd be beside myself.

 

[Buckeyefan 1]

I've been following this post and I fail to see why you would responded as you have. Do you think this is just another spammer? What gives?

I think it was a crack on the mfg. and not the poster. This does happen on an annual basis that this mfg. isn't known for the best CS.

For all the effort for a $50 tweeter, you're probably better off simply to order it and sell the speakers for $50 more than you originally wanted. It sounds like you're going to take a loss anyhow. Direct the rep to this thread, then tell him you want to simply "purchase" the tweeter from him, so you can post that as well. I bet he puts the tweeter in the mail the same day.

 

[3db]

I concur with you on this

I think it was a crack on the mfg. and not the poster. This does happen on an annual basis that this mfg. isn't known for the best CS.

For all the effort for a $50 tweeter, you're probably better off simply to order it and sell the speakers for $50 more than you originally wanted. It sounds like you're going to take a loss anyhow. Direct the rep to this thread, then tell him you want to simply "purchase" the tweeter from him, so you can post that as well. I bet he puts the tweeter in the mail the same day.

Sounds like Paradigm is more interested in sales than customer care. I always thought there speakers were way overated and now it appears that the customer support is marginal at best. As a Canadian I was sad to see API bought out by Klipsch but if Paradigm gets bought out, I'd be only too happy. Maybe the "Garys" of the company are better suited for managing the drive thru at MacDonalds

 

[Audioholics]

Here's how it goes:

• Once a year someone posts here detailing Paradigm's outrageously bad customer service
• Eventually someone from Paradigm gets ahold of this thread, freaks out at the bad publicity, and fixes the problem.

Now, with that said, we don't know all the facts and don't automatically support the user or necessarily believe every detail of every sentence, blah blah blah...

But from what we can see, coupled with their almost paranoid behavior at trade shows, this company gives us 'pause'... actually, it gives us 'stop'.

Eventually, perhaps people will become more informed... Friends don't let friends buy from difficult companies.

 

[Warpdrv]

This certainly doesn't bode well for Paradigm... I was going to belly up at $5K on a new Studio surround setup, and with this kind of talk about their customer service, one would be taking a second to think about better customer service.

I would think they would bend over backwards to make you happy...

Snap On tools doesn't care where you bought their tool.. they will warrantee the product you have in your hand... even without an invoice..

If you didn't have an invoice, No invoice then I would make you pay for the part...enough said... Its not this guys fault paradigm doesn't have a store near him...

I can see them wanting to see your invoice, but to treat you the way they have is outrageous... Paradigm - These are the discussions that will cripple your company before too long if you don't take care of your warrantee's....
Is it worth it to you too have bad press, or just take care of the problem...
Honestly if you have that many problems with your product, I guess you would nit pick about fixing it, but from what I hear, no-one really ever has a problem with your products... Keep it that way !!!

Good luck

 

[GreenJelly]

If you publically post these stories around the web on a bunch of AV sites, and on many different forums, then you send a mail message linking all of the sites you posted your problem on... they may take action. Just make sure you dont back them into a corner with threats and/or your partaking in certain discussion.

I have seen this work in the past. It becomes a public relations issue, and we are the ones that hundreds if not thousands come to and ask for advice.

As far as Paradigms, my uncle bought a set... I've heard them at the local dealer, and in all cases I felt like they didnt meet the standard of cost:value ratio that I use as a decision for the speakers I recommend and the speakers I buy. Personally, I think that they are some of the worst sounding speakers at that price range, however thats my opinion, and these are my ears.

I would highly recommend B&W 600 series, they are much more accurate and a much better speaker. In many cases, they are considered the best in the price range, though there is some stiff competion from some other companies.

 

[Nick250]

Then he starts in that I need to produce my original receipt and I tell him that I have it if needed just don’t have it taped to my fridge or anything and will need to look for it. He then reminds me that if it wasn’t from a authorized dealer then it was going to cost me.

One would think that the Paradigm rep you were talking to would be able to look up and establish that the Dealer was legit or not at the time you purchased them. I think I would call the dealer and find out just when they stopped be a legit dealer. Maybe the dealer misrepresented his status to you. Regardless, Paradigm is threating badly, but I think that issue should be cleared up.

Nick

 

[Tomorrow]

A few years ago, I purchased a refurbed JBL S120 sub from an ebay dealer (not HarmanAudio). The driver acted suspiciously like there was a minor problem....I still don't know what it was. I called JBL tech support, and without hesitation, the Customer Support guy sent a brand new driver, no charge, no questions. He said if that didn't fix the problem, he'd try other fixes and just keep the driver. (I just replaced the driver and all was well.)

Now THAT'S speaker company customer service and how it should be handled!

 

[GreenJelly]

One would think that the Paradigm rep you were talking to would be able to look up and establish that the Dealer was legit or not at the time you purchased them. I think I would call the dealer and find out just when they stopped be a legit dealer. Maybe the dealer misrepresented his status to you. Regardless, Paradigm is threating badly, but I think that issue should be cleared up.

Nick

If you can drive down to the place you bought them,... at the home town of the location, you can take these guys to small claims court... its not hard, and you will probably be sure to win, if you have documentation and make sure you know what and when and how you talked to the different individuals and parties involved.

You cant sue someone in small claims court in your local home town if the company is located somewhere else. You must sue them in their own town.

Mike

 

[eirepaul]

As far as Paradigms, my uncle bought a set... I've heard them at the local dealer, and in all cases I felt like they didnt meet the standard of cost:value ratio that I use as a decision for the speakers I recommend and the speakers I buy. Personally, I think that they are some of the worst sounding speakers at that price range, however thats my opinion, and these are my ears.

Wow - it never fails to amaze me how two people can hear totally different things in a brand of speakers. I would be interested to know just which Paradigm speaker you listened to in which price range - they make a lot of speakers at many different price points. In my experience, the Paradigm Monitor line is one of the best cost:value ratio lines available today. I have seen very little negative discussion about this particular line in either professional or consumer reviews and their high performance vs reasonable cost value is consistently praised. The Monitors are not the best at everything - but I don't want to pay thousands for a pair of speakers, if that even guarantees the best of everything.

The folks running Audioholics don't seem to be impressed with the management at Paradigm, and their customer service seems to be lacking somewhat. But, it cannot be denied that they make some of the best value speakers available at certain price points. Their budget bookshelf Atom speaker is legendary in this regard.

 

[corysmith01]

This gets crazier by the post.

Just as a point of reference via personal experience. Not too many months ago, I purchased a used pair of x-ls speakers from a forum member over at av123. When they arrived, one of the drivers sounded odd. It sounded scratchy. I stopped playing anything through them and pressed in on the driver ever so slightly and got the "scratching" sound again. I e-mailed AV123, and they determined that it was probably the voice coil...that it was damaged in the shipment somehow. And what did they do? Sent me a new driver. That day. No questions asked. They didn't even make me pay for shipping. Now, keep in mind, this was a used speaker. I had not purchased these new, yet they stood by their product and didn't give me one ounce of friction about it. I had a new driver, installed, and back up and running in 2 days. No questions asked. That is customer service and that is what will keep me coming back to buy their products.

So, with that experience in mind, I'm simply floored by what's going on here. How much, in the grand scheme of things, would replacing one single tweeter set Paradigm back? I don't know...one tweeter vs. pages of negative publicity. If I were running a business, I know which one i'd choose.

 

[Sheep]

You know what the problem is...

..You're not Canadian.

Give those speakers to me, I'll have them fixed while paradigm shines my boots.

SheepStar