Acoustic Image Customer Service

txstatebass · #1 07-16-2009, 11:40 PM

IS AWESOME! Last week my codaII started smoking. Called AI and they told me to send it in. They replaced EVERYTHING! It's like I have a new amp! To top it all off, they sent it back with a gig-bag FREE OF CHARGE! Now normally, a company with a brand new line of products would try to move you in that direction, regardless of your economic status. These guys just fixed the problem and put that soldier back on the line! AI truly understands what it takes to grab a life-long customer. Now to get my hands on the new Ten2 Cab...

***I am in no way affiliated with Acoustic Image, just a more than satisfied customer***

boylebass · #2 07-20-2009, 09:23 AM

My amp recently quit smoking. She was a little bitchy at first and gained a little weight, but.... (sorry couldn't resist)

Rick is the man. I tried out the ten2 <or whatever it's called> at ISB and I was quite impressed. I don't really need it, but I almost bought it anyway. I would like to have it for one venue/gig that I play, but getting the rest of the boys to turn it down is a lot cheaper.

Did you ever decide where you wanted to continue your education?

txstatebass · #3 07-20-2009, 11:20 PM

Thanks for asking Boyle. As a matter of fact I ended up getting accepted to UT just up the road in Austin. Works out great. I have good gigs there and I get to see my son more often. USC was kinda hot for a minute, but family won out for me!

Ric Vice · #4 07-21-2009, 09:12 AM

Quote:

Originally Posted by txstatebass

IS AWESOME! They replaced EVERYTHING! It's like I have a new amp! To top it all off, they sent it back with a gig-bag FREE OF CHARGE! Now normally, a company with a brand new line of products would try to move you in that direction, regardless of your economic status. These guys just fixed the problem and put that soldier back on the line! AI truly understands what it takes to grab a life-long customer....

***I am in no way affiliated with Acoustic Image, just a more than satisfied customer***

AI's great customer service keeps coming up in these forums. They evidently really regard it as a essential part of the business. It's a very nice thing to hear about, especially these days. Maintaining a stock of surplus parts to keep their older amps repaired when the design changes is a real commitment to quality.

Ric

eh_train · #5 07-21-2009, 11:04 AM

I love my AI amp (a Clarus IIR, Series III). I've never had a problem with it, but it's great to hear that they would take care of me if I did!

BTW, someone just sold an amp like mine on TB for $600. When I saw the ad I was very tempted to post a reply saying "Someone buy this amp! Quick!"

Five pounds, and 500 watts into 2 ohms! What more do you need?

Cheers,

Paul (eh_train)

Marcus Johnson · #6 07-21-2009, 11:21 AM

I've never been charged a penny for anything, including a replacement downfiring speaker, for my dear old Series 1 Contra. Not even shipping to Hawai'i! That just blows me away.

I think that level of service, combined with a commitment to improvement and evolution of their excellent line of products, puts AI at the top of list.

macteacher · #7 07-24-2009, 06:32 PM

+1

blew my clarus 1 amp, called AI, shipped to to them, back with an upgraded component with no charge in a few days.

Excellent, excellent service...

Stereo Joe · #8 07-24-2009, 06:35 PM

Ok, that's it, I'm buying one....

salcott · #9 07-24-2009, 09:30 PM

Clarus SL-R started losing volume; sent it down on a Monday, had it back the following Monday, no charge. AI is the best.

Low Main · #10 08-01-2009, 08:59 PM

My older Clarus head started acting up a few years back. I sent it in, they fixed it fast, upgraded a couple of things that had been redesigned over the years since my head was built, and sent it back FedEx no charge!

I still have the shipping carton sitting on the shelf in case the amp ever needs to go back in. But mainly because every time I look at that carton, I'm reminded of just how awesome the AI customer service is.

At first, I almost didn't want to tell anyone because I was worried that if Rick helped everyone as wonderfully as he helped me, he would go broke. Then, I said to myself, "people have to know just how good this company is". I've been spreading the word ever since.

William Hoffman · #11 08-11-2009, 12:52 AM

i never had any problems with my six-year old Coda or three-year old Clarus...

two days ago, on sunday, the Focus died.

on its first big gig.

it was driving a coda ex and a wizzy with a line out to the pa. the first hour was fine, but at the start of the second set, i suddenly noticed a loss of sound. on the Focus, all the lights were out and the top of the amp was warmer than normal. the fuse was blown but replacing the fuse wouldn't bring it back. i don't even really know what happened. (i finished the gig with the old Clarus).

anyway, monday morning i sent Rick at AI an email asking him what my options were. i'd checked and FedEx would charge me at least $300 to ship the Focus to NC. he sent me an answer back in his early morning, a two-liner: asking me to send him my address and phone number, he'll send a replacement power amp i can insert in the casing and ship him back the old part. i called AI and Rick answered the phone. he confirmed the shipment would go out yesterday. at no cost to me. by the way, i live in switzerland, so this is service above and beyond your usual expected level, for me it's really a life line. today is tuesday, and Rick has emailed to say the part has been shipped.

i honestly didn't know how good the service would be. i just liked the heads and cabs. but come to think of it, this service makes it more feasible for me to stick with AI stuff. if it were a different company -- even with the superior quality product but without this level of service -- for me the distance and cross-border hassles alone might be a very good reason to look elsewhere. i am very happy to discover that AI doesn't have a problem with prompt long-distance service. thanks, Rick! your customer service adds a lot of value to the already excellent gear you make!

bassist14 · #12 08-11-2009, 07:39 AM

thats nice to know, especially for me and my beloved clarus sl

(location:germany)

sean p · #13 08-11-2009, 10:50 AM

i've been wanting to weigh in here as well. rick went out of his way to help me with an amp problem with a new yorker that i bought used here on talkbass. it was making some noise and shorting out. i sent it back to them twice and it died twice after their repairs, so he sent me a brand new replacement amp that i could install in the speaker cab myself. sounds great! those guys are aces to deal with, for sure.

sean

Square Bear · #14 08-15-2009, 06:02 PM

yeah, they sent me a new down-firing sub for my coda combo at no cost. really impressed and am glad to hear that this is just business as usual with them. really a great product to begin with, and for them to have this kind of over-and-beyond service makes me even more happy about my decision.

paddydukes · #15 08-17-2009, 02:51 PM

This was a great thread to read! Just about to put my Clarus 2R series III in the mail to Rick at AI. also had a smoking problem (agreed that smoking is bad and it should quit) we shall see, until I get it back (soon by the sounds of it!) I will use my AI Coda Combo! Great Stuff. got to love it.

Marcus Johnson · #16 08-17-2009, 05:06 PM

What's with all the smokin' hot AI's? I love my old Contra, and I'd like to find my way back to them in my golden years just to save my back, but I don't want to be setting off sprinklers in the process...

I still think AI "gets it" better than anybody else when it comes to DB amping. YMMV

William Hoffman · #17 08-18-2009, 01:00 AM

Quote:

Originally Posted by Marcus Johnson

...I love my old Contra, and I'd like to find my way back to them in my golden years just to save my back...

Marcus, how "old" is that Contra? what are you using now?

Marcus Johnson · #18 08-18-2009, 09:27 AM

Quote:

Originally Posted by William Hoffman

Marcus, how "old" is that Contra? what are you using now?

It's the original one, a Series 1.... I bought it when they first came out. I use it occasionally when I need just a little bump. My main amp is an EA iAmp 800 Combo.

Rodger Bryan · #19 08-20-2009, 09:22 PM

A year ago, the AC supply power became intermittent on my Clarus 1 unless I held the power cable at a certain angle. Rick was aware of a few instances where the contacts inside that type of AC receptacle would become loose from mechanical stress.

He offered to fix it, but he also asked if I was comfortable with using a soldering iron (I am)- He then walked me through an easy fix which basically involved soldering the loose contacts. He spent 20+ minutes on the phone with me.
+1 on AI service!

flatback · #20 10-25-2010, 01:22 PM

Once again many many thanks to Rick at AI. after shorting out my amp last week I sent it to him. It arrived this morning, less then 5 days later by FedEx.
Rick has never sent me a bill for a repair. (I have shorted out the amp before; the fault of speakon cables pulling loose)
With labor and postage and parts and speed he is absorbing enough here to earn a huge amount of respect and admiration and loyalty from me
Thanks Rick,
Piro

hey if you do send me a bill I'd gladly pay it and know that it was generous and fair.