The Sound Organisation — Local services in Arlington

The Sound Organisation really came through for me!

Here is my story....

I recently bought a Rega Planar 3 turntable from Audio Advice. I did quite a bit of research before buying and found Rega to be one of the best of the best. I was not wrong. The tt sounds awesome, as expected given the design and engineering behind it. After I set it up, I had a few questions and contacted Audio Advice. My inquiries were returned by Marty, an extremely helpful customer support representative. A great Audio Advice contact moving forward. I trust him.

After a few weeks a very minor component, one of the two small plastic plinth protectors that are to be adhered to the bottom of the front corners of the dust cover was inadvertently removed by my mishandling. I found it later, but in a condition leaving it compromised and unusable.

I searched the web for replacements. I got two useful hits. One, being a picture of the original packaged protectors that are sent with the purchase of a new tt (will come in useful for a forthcoming email to Audio Advice), and the 2nd being a link to a company called Analogue Seduction, based in the UK, that happens to sell the plinth protectors. At this point I was doing the happy dance! But turns out as per agreement with Rega, they are unable to ship outside the UK mainland. So, I emailed Audio Advice with pictures of the plinth protectors, and a brief dissertation of my dilemma. Chris from Audio Advice fielded this email as Marty was on vacation (hope you had a good time my friend!). Chris and I agreed to hold off on any action until Marty came back.

In parallel, I was also speaking with Analogue Seduction on this, why they can't ship to the US, etc. In their reply to me, they offered to loop in the Rega distributor in the US. I of course said sure, this now being another path to a solution.

This is where it gets pretty cool... within 1 hour, I was contacted by Rick Williford, Product Support Manager at The Sound Organisation, the US distributor Analogue Seduction looped in. He understood my request, and had only one question - what was my address so he could send me a new set of plinth protectors, free of charge. After thanking him to the Nth degree, I had to ask if I could buy a few more protectors, offering to pay of course thinking my somewhat haphazard handling of the dust cover would have me revisit this effort in the months/years to come. He replied stating I was in luck, he just happened to have two sets of protectors on-hand and will send me both!

What I thought was to be an almost impossible ask, ended up being an experience nothing short of outstanding.

In comparing this to a football game (American football to the UK-based Rega players :) ), there were a number of players involved in this effort. An effort that, while seemingly of little to no importance to anyone but myself, was treated by everyone with concern and respect. The ball (effort) changed hands from player to player, and in a game winning last play, ended with Rick from The Sound Organisation taking it into the endzone!

To be fair, thanks go to everyone involved, regardless of their contribution. But the MVP award absolutely goes to Rick!

I could never have imagined that buying a new turntable would lead me to one of the best customer experiences I've ever had in my life.

A big thanks to all....

Mike...

I just had the best service I have EVER received from Bryce at The Sound Organization. EVER.

I a specialty 78 turntable a few years ago, from a dealer in Richmond, VA. After a recent move to the West Coast, the turntable was not turning at speed. After spending $180 at a local repair shop, to not fix the problem, even though they tried to convince me it was fixed, I contacted the dealer in Richmond, who put me in contact with Bryce.

Bryce first coached me through a self repair, which I must admit I bungled. My fault.

Bryce then provided me with proper shipping materials and instructions to ship back to him. After a very short turnaround, my turntable was shipped back, and operates perfectly.

More important than a prompt, professional repair, was the courtesy and wit of working with Bryce. Very prompt communications, a zoom walkthrough with self repair help, a totally great experience.

Oh, and no charge. Like I said I have never been this well treated.

To Bryce’s management, treat him like...

This is an amazing distributor and store. Far above any expectation you could have dreamt about , speaking about customer service !!! I contacted initially the phonecenter to explain about a specific issue I was facing with my Rega turntable since purchased brand new some time ago. The guy over the phone was so nice and so helpful. He put me in touch with Bryce and we arranged an appointment. I went over their office, they tested my equipment and came up with a precise diagnostic. They did the extra mile to help me further, so I was so happy that I did myself an extra-mile as well and paid extra to upgrade my equipment. They are truly amazing for the customers, and I guess a true asset for the manufacturers willing to distribute their products here, having such a customer oriented service ! Thank you again Sound...