AMS Customer Service

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love2dj

Member
Hi all, been a few years since my shadow has darkened these doors but hope everyone is fine. The reason for my post is two fold, number 1, has anyone else used American Musical Supply? I have used them many times in the past and the purchasing service has been TREMENDOUS, however, it isn't how you judge their customer service, you judge that when you need to return something. Well, in the past 3 or 4 years I have spent in excess of $20,000 for various items and had a new SRM450 catch on fire at an event. I filled out the paperwork for an RA and they won't return my emails and when I call I get the runaround to get into someone elses voice mail. Has anyone else experienced this terrible service with them or is this just me? I really appreciate your help and hopefully get this resolved as now I have a newer 1801 just crap out (getting line levels at the on board amp but no sound coming out.)
 

bill_smith

MobileBeat Moderator
Staff member
good to see you Kerry! I do not know anything about them, but I'm glad you've told me about the 450s. I lost one to a power supply and unobtainable parts a few years ago , and now these new ones catch fire and thermal. I'll be switching later this year to something else.

I note that they have a live chat 24 x 7 at the website americanmusical.com. I think I'd try that. Then you can unload;)
 

love2dj

Member
Bill, long story but I'd buy 450s time and time again. 1st problem with any Mackie product in years. We've switched over to them and love the full rich sound. AMS needs tweeking on their Customer Service and when I finally got to the right person, it went a bit smoother. There is a factory authorized Mackie dealer right in Cleveland. Will see him on Monday but it pretty easy once I got the right answers from AMS but it shouldn't have taken 4 phone calls and a threat of BBB to get moving but alas, their customer service when there is a problem isn't quite as good as their sales customer service, they still have my business.
 

BillESC

Member
Mackie is not the company it once was. Now owned by Loud Technologies, the manufacturing has moved to China and there is little customer service.
 

Mark Evans

Mobile Beat Moderator
Staff member
Wow Hi Kerry. I had 2 pairs of the SRM450's that worked great, just sold the 1st set. Glad to see you are getting further along in your pursuit to get this fixed.
 

DJSTEVEZ

DJ Emeritus
Mackie is not the company it once was. Now owned by Loud Technologies, the manufacturing has moved to China and there is little customer service.

Rule of thumb...Italian made Mackie: GOOD, China made Mackie: not so much.
Italian made Mackies were the original Mackie, the ones that made the 450's famous. The China made Mackies are, well, they catch fire.
Let me put it this way if it's otherwise unclear. I've never heard BillESC utter a bad word about anyone, anything, or any product line. For him to say what he did about Mackie, it's the equivalent of a Nun dropping the F-bomb.

As I hear it, RCF/ART is basically the former Italian Mackie team reformed after Mackie sold out. -Z-
 
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dmcclure

New Member
To be honest that is how you do judge a company by when you need support or a return. Any company can be nice and take your money but can they back it up with the same level of service when you have a problem? That is always the real question.

I just bought some V2 SRM450's and a HD 1801 Sub back in August. I've never ever had a problem with the SRM450's but the Mackie HD 1801 Sub I believe is just about to crap out on me already. 2 weeks ago I was doing my weekly bar gig and the last song with a minute left and I heard the sub cut off. I looked down and seen the thermal light on. I didn't think much to be honest cause it has been rock solid since August. Well I setup this past Saturday and I always do a nice sound check. Everything was fine and then after about 20 minutes it went thermal. I have never ran the sub past the 12 o clock position cause I have never needed to cause it hit so hard there.

I backed it off to about 11 o clock potion and still and never did the limiter light ever come on and it shouldn't have being turned down that low. I had to back it down to the 9 o clock position and it still every once and a while would thermal shut down. I milked it a long all night cause I don't have a back-up Sub at this time. Yes , I know I should have a backup. I'm pretty scared about how long this repair process will take to even get a hold of Mackie. I have seen many people complain they are slow to respond. Also my nearest repair center is very far away and well to ship it back won't be cheap I'm guessing.

I've owned Mackies for years and never had a issue till now. So take that for what it is worth. I'm really considering getting it repaired and selling off my Mackies now. I was very happy with the sub and it really pounded. I'm guessing something on the board is going wacky and I'm shocked I got through the whole night without it going totally out.
 

Tim English

Active Member
I just returned some EV ZXA1's in exchange for some QSC K8's. When I called their number, I got a hold of someone right away. He asked 3 or 4 questions, then sent me a return label. It wend as smooth as possible.
 

dmcclure

New Member
I have never had any problems out of my SRM450 V1 or V2's. I actually like the tops , just the sub seems to be the problem atm. I have seen people complain about the thermal problems and it seems to be hit and miss. Really speakers going bad could happen to any brand. I guess it's just how frequent those things happen is the key to a good or bad product.

I have recently been considering some Electro-Voice ELX112P Live X tops though.
[h=1][/h]
 
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jcthedj

Member
I've got two sets of the 450s (2 of the original version I've had since 2006 and the other pair is the V2s, I've had about a year.) The original pair have probably 500 events on them and not one ounce of problem, ever. I just recently started to use the new pair (V2s) over the past couple of months and, again, no problems. Both sets were made in China. I can't speak for everyone but I have been very happy with my Mackie SRM 450s.
 

Earl From CloudNine

Canayjun, Eh!
I purchased my SRM450s from Bill @ ESC nine years or so ago, and have never had a problem with them... They do 120+ mostly Karaoke events per year without them even breathing hard.... and that's without subs.

As far as I'm concerned, Bill could branch out as a consultant to the industry on Providing Excellent Customer Service.
 
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