I know I'm opening a hornet's nest but it doesn't matter. I'll try keep this sweet and short. I don't know what happened but while sitting on the sweet spot 2 weeks ago I saw through my tweeter's grill that my tweeter's diaphragm had a hole. I played it for a while and I couldn't pick up on any noticeable difference. There's no one that I can point this to but I sobbed for a few days. This was an act of God.
The big issue here is the diaphragm is not replaceable so you have to buy a brand new tweeter at R11 000. I lay in a foetal position for a few days and finally I decided to send an email to B&W and ask what kind regarding having to buy a new tweeter at R11k for just the diaphragm and I got a response asking for my mailing address. I was shocked because the purpose of my email was just to give them my mouthful.
I replied with my mailing address and the response I got was that they can't help me since I'm in SA and I need to speak to the suppliers in SA and straight away I thought SA has gone down to hyenas so I won't get any help at with the SA distributors being typical of how we have slid down in customer service in SA. I wrote to HFX and I got a response in a few hours asking for model number. After responding I got a response 5 days later saying a replacement tweeter arrived from the UK. This shipment took 3 days.
Today I went to HFX to collect the tweeter and I was a bit uncomfortable because at the back of my mind I knew very well that they'll ask for my credit card. Johan came with a box that had the tweeter and the housing that sits on top of the speaker. I asked him to keep the housing as I only needed the tweeter. My like for B&W is not because it's the best speaker. I like it because it's a very good speaker brand with very good back up service. I was very impressed by the gesture and how long it took to sort me out.
On a different note it's always a pleasure being at HFX. Wayne is a nice guy to be around. We spoke a lot about Sonus Faber and I asked him whats what in the pecking order and all he said is HFX carry very good brands and its the customer that ultimately decides which is the best in the pecking order. I can't wait till their new listening rooms are complete. It will be a pleasure to go spend some time there
The big issue here is the diaphragm is not replaceable so you have to buy a brand new tweeter at R11 000. I lay in a foetal position for a few days and finally I decided to send an email to B&W and ask what kind regarding having to buy a new tweeter at R11k for just the diaphragm and I got a response asking for my mailing address. I was shocked because the purpose of my email was just to give them my mouthful.
I replied with my mailing address and the response I got was that they can't help me since I'm in SA and I need to speak to the suppliers in SA and straight away I thought SA has gone down to hyenas so I won't get any help at with the SA distributors being typical of how we have slid down in customer service in SA. I wrote to HFX and I got a response in a few hours asking for model number. After responding I got a response 5 days later saying a replacement tweeter arrived from the UK. This shipment took 3 days.
Today I went to HFX to collect the tweeter and I was a bit uncomfortable because at the back of my mind I knew very well that they'll ask for my credit card. Johan came with a box that had the tweeter and the housing that sits on top of the speaker. I asked him to keep the housing as I only needed the tweeter. My like for B&W is not because it's the best speaker. I like it because it's a very good speaker brand with very good back up service. I was very impressed by the gesture and how long it took to sort me out.
On a different note it's always a pleasure being at HFX. Wayne is a nice guy to be around. We spoke a lot about Sonus Faber and I asked him whats what in the pecking order and all he said is HFX carry very good brands and its the customer that ultimately decides which is the best in the pecking order. I can't wait till their new listening rooms are complete. It will be a pleasure to go spend some time there
