Apollon Audio complaints

[Apollon Audio]

I acknowledge the clarification and timeline provided by @Apollon Audio
The order is within the stated 30 business day lead time, and my comments are not related to production time.

To clarify my perspective, the payment was made via instant bank transfer on 20 April. From my side, this was naturally considered the starting point of the process, even though I understand that internal registration and processing may not be immediate.

My feedback is mainly about the communication flow after payment. What I experienced was a lack of consistent email updates during the initial post-order phase, without any clear indication at that time of holidays or temporary unavailability.

I did use the live chat on 24 April as a way to check the support flow in parallel. I did receive a prompt response there confirming payment and order status, which I appreciate. However, my point is more about continuity. Email communication was already established before payment, and from a customer perspective it is not always intuitive to switch to a separate channel for order-related updates. It becomes harder to keep a clear overview of the situation when information is split across systems.

The questions I raised regarding power cable inclusion, RCA cable recommendations, and general logistics were simply practical, aimed at preparing the rest of the system ahead of delivery.

I understand the impact of holidays and workload, and I appreciate the clarification provided. The fact remains that my email on the 20th, as well as my follow-ups on the 23rd and 29th, did not receive a response. From a customer perspective, this can reasonably lead to a negative experience.

For completeness, I would also like to quote a statement from one of Tibor pre-purchase emails:
“We don’t experience such big delays anymore, like we had a few years ago. For multichannel amps we have a lead time of 20–30 business days.”
From a customer perspective, this affects how the timeline is perceived in real time. Payment was made on 20 April and my post on ASR was written on 30 April, and without visibility of internal scheduling or awareness of national holidays in Slovenia, it is not straightforward to assess where the order sits within your 20–30 business day window at that point.

Following his post here, Tibor also responded to my email, confirming that the power cable is not included and that my order is scheduled for completion on 5 June.

At this stage, I consider the situation clarified and I will follow further updates on production and shipment.

Roberto,

Thank you for your clarification.

However, I do want to address a few key points to keep the discussion accurate and complete.

In your initial post, you described the situation as a “complete lack of communication after payment,” including no confirmation of payment, no indication that the unit was in production, and no replies to multiple follow-up emails.

This is not accurate.

You placed the order on 20. April, and on 24. April via live chat, you received immediate confirmation that:

• your payment was received
• your order was already in production

So you were not “in the unknown” for ~8 days. You had full visibility within 4 days of placing the order.

Also, prior to that live chat interaction, there were not “multiple follow-up emails over two weeks.” There was one email and one follow-up. Presenting it as extended silence creates a much more negative impression than the actual timeline supports.

As also visible in the attached chat transcript, during that conversation:

• Your payment was confirmed
• Your order status (“in production”) was confirmed
• Our team offered further help

At that point, the only remaining unanswered questions were regarding power cable inclusion and RCA cable recommendations.

What I don’t understand is why those questions were not simply asked in that same live chat session, where you were already receiving immediate support.

Instead, you chose not to continue there and explicitly stated that you would wait for an email response. That is, of course, your choice, but it also means that the delay is tied to the communication channel you selected, not a lack of support availability.

Also, regarding logistics and shipping: those points were already addressed in our pre-order communication, so it is unclear why the same questions were raised again as if they were unanswered.

So presenting this publicly as “no communication” or “radio silence” is not an accurate reflection of what actually happened. You had direct, real-time access to our team, received confirmation, and were offered further assistance.

In practical terms, this entire situation revolves around two questions that could have been answered instantly in that same interaction.

That’s why the narrative here is difficult to reconcile with the actual timeline and communication that took place.

 

[Apollon Audio]

I really hope people reading this thread read the entire thread and get a full 360 view from all the posts here.


There are some drawbacks with the ordering process with Apollon and there are also highlights with their products.

“Drawbacks” needs to be put into proper context.

We are one of the very few companies in this space that provides near real-time live chat support, often late into the evening, with immediate answers, order confirmation, and assistance. That is not standard in this industry.

At the same time, we receive a high volume of orders and emails daily. Because of that, email is not designed to be an instant-response channel. This is exactly why we have built and repeatedly point customers toward live chat for time-sensitive questions.

So the situation is quite simple:

• If you want immediate answers → use live chat
• If you choose email → you should expect a delay

This has been stated multiple times in this thread and is not hidden in any way.

In this specific case, the customer had access to live chat, used it, received an immediate response, and was offered further help, but chose not to continue there and instead waited for an email reply, then presented the situation as a lack of communication.

Also, the claim that pre-sale communication was “instant” is not accurate either. Email replies, even before the order, were not always immediate and could take up to a couple of days, especially when messages are addressed to me personally.

That’s simply the reality of running a busy, build-to-order manufacturing business.

I am not always available 24/7 on email, which is exactly why there is a team and a structured support system in place. If someone specifically chooses to communicate directly with me, then yes, it may take longer.

So rather than calling this a “drawback,” it’s more accurate to say that we provide multiple support channels, each with clearly different response times, and customers are free to choose which one suits them best.

 

[PristineSound]

“Drawbacks” needs to be put into proper context.

We are one of the very few companies in this space that provides near real-time live chat support, often late into the evening, with immediate answers, order confirmation, and assistance. That is not standard in this industry.

At the same time, we receive a high volume of orders and emails daily. Because of that, email is not designed to be an instant-response channel. This is exactly why we have built and repeatedly point customers toward live chat for time-sensitive questions.

So the situation is quite simple:

• If you want immediate answers → use live chat
• If you choose email → you should expect a delay

This has been stated multiple times in this thread and is not hidden in any way.

In this specific case, the customer had access to live chat, used it, received an immediate response, and was offered further help, but chose not to continue there and instead waited for an email reply, then presented the situation as a lack of communication.

Also, the claim that pre-sale communication was “instant” is not accurate either. Email replies, even before the order, were not always immediate and could take up to a couple of days, especially when messages are addressed to me personally.

That’s simply the reality of running a busy, build-to-order manufacturing business.

I am not always available 24/7 on email, which is exactly why there is a team and a structured support system in place. If someone specifically chooses to communicate directly with me, then yes, it may take longer.

So rather than calling this a “drawback,” it’s more accurate to say that we provide multiple support channels, each with clearly different response times, and customers are free to choose which one suits them best.

Sorry Tibor, when I say "drawback" I really meant time the order takes to arrive. It is not meant to be a negative take from me. I am merely making a comment to readers that you will see this "drawback" but they should also look at the other aspect such as a phenomenal product.

Even with the time it takes for the order to arrive, you have provided a reason for it, specifically make everything in-house. My comment was meant as any "drawback" is a reason for the great product. That's all.

 

[Apollon Audio]

Sorry Tibor, when I say "drawback" I really meant time the order takes to arrive. It is not meant to be a negative take from me. I am merely making a comment to readers that you will see this "drawback" but they should also look at the other aspect such as a phenomenal product.

Even with the time it takes for the order to arrive, you have provided a reason for it, specifically make everything in-house. My comment was meant as any "drawback" is a reason for the great product. That's all.

Thank you very much for your clarification, and I sincerely apologize for misunderstanding your original point.

I appreciate the way you explained it, and I understand now that you were referring specifically to the lead time rather than the communication or support side. That is a fair and reasonable observation.

I also truly appreciate that you took the time to highlight both aspects, not only the longer lead time, but also the reasoning behind it and the quality of the product.

Thank you again for your respectful and balanced input.

 

[tineared]

It would appear that Roberto joined ASR solely to vent on Apollon. From what I have read thus far, this does not seem to be warranted. Perhaps Roberto should learn to be more accurate and patient

 

[Redacted]

I'd have a beer with Tibor any day of the week, so long as he shipped himself to Cornwall!
My snippets were general comments/suggestions for UK purchases.

 

[chouca]

From what I have read thus far, this does not seem to be warranted.

I disagree. Apollon customer here, of their premium PET950 amps.

In my experience, Apollon definitely struggles with timeliness and transparency of order status. The products are top shelf, but the process can be frustrating. People should know that before they order. I would love these issues to be resolved because their products occupy a premium niche that I personally enjoy.

It's hard to disappoint someone by saying something like, "my deepest apologies, I know you should have received your amps already, but we haven't actually started working on your order yet" but sometimes that's what is necessary, and over the long haul customers will really appreciate the integrity of communication.

Note that I would probably order from Apollon again, but would have appropriate expectations of the timeline.

 

[tineared]

I disagree. Apollon customer here, of their premium PET950 amps.

In my experience, Apollon definitely struggles with timeliness and transparency of order status. The products are top shelf, but the process can be frustrating. People should know that before they order. I would love these issues to be resolved because their products occupy a premium niche that I personally enjoy.

It's hard to disappoint someone by saying something like, "my deepest apologies, I know you should have received your amps already, but we haven't actually started working on your order yet" but sometimes that's what is necessary, and over the long haul customers will really appreciate the integrity of communication.

Note that I would probably order from Apollon again, but would have appropriate expectations of the timeline.

You misunderstood my post. I was not arguing that there was no room for improvement in Apollon's post-sale communications with customers.
I was arguing that Roberto's order is not yet late and that he is overreacting to the situation. I am assuming that the replies by Apollon have been truthful.

 

[Apollon Audio]

I'd have a beer with Tibor any day of the week, so long as he shipped himself to Cornwall!
My snippets were general comments/suggestions for UK purchases.

Haha, I’ll take that as a compliment, thank you.

Cornwall is a bit of a trip, but never say never. And I appreciate the general suggestions for UK purchases as well, always useful for others reading the thread.

 

[JensA]

I am extremely happy with my two Apollon PET1203 Amps and while there is virtually nothing to complain about built quality - they are simply the best amps I ever had - I can confirm that there is room for improvement in post-order placement communication.

But we should not forget that Apollon only starts building the amps after an order has been placed, and of course this can lead to delays over which Apollon has little or no control.

That’s perfectly acceptable to me, but such delays should be communicated promptly

 

[roberto.cagnazzi]

Hi everyone,
I had mentioned earlier that I considered the situation clarified and that I would only provide further updates as things progress. However, I would like to briefly respond to some of the comments made here.

First of all, I want to clarify again that my concerns were not about the production timeline itself. I fully understand that a custom-built product requires time, and at that stage I did not even have sufficient visibility into the actual order status to make any assessment in that regard.

My concern was specifically about post-purchase communication. This is what led to my feedback. From a customer perspective, once a purchase has been completed, a lack of response to follow-up questions can understandably result in a negative experience, regardless of the production timeline itself.

@tineared
I understand your point, but I think there is still a misunderstanding about what my feedback was actually about.

My point again was specifically about post-purchase communication.

Regarding your comment about “overreacting”, I don’t think that characterization is accurate. Not receiving any response to multiple emails after a completed purchase is, from a customer perspective, a legitimate concern, regardless of the production timeline.

As for joining the forum only to raise this issue: I joined because there was already an existing thread discussing similar experiences, and mine was aligned with those points. Contributing to an ongoing discussion in that context seems reasonable to me.

@Apollon Audio
On the topic of communication channels, I also want to clarify that there is no clear indication on the Apollon Audio website that live chat should be considered the primary or preferred channel for timely post-order support, or that email responses may be significantly delayed.

In my case, an email conversation was already ongoing, and the order was completed through that same channel. From a customer perspective, it is reasonable to expect that confirmations (such as payment receipt and order status) and follow-up responses would continue through email, especially for a purchase of this value.

The chat response confirming payment was noted, but for me it does not provide the same level of traceability or formal confirmation as an email, particularly when a structured email exchange is already in place.

More broadly, simple measures such as an automated reply indicating holidays or delays would have been sufficient to set expectations and avoid uncertainty.

Finally, I simply note that I received a response shortly after posting here, following a period of no replies to my emails. I will leave it at that.

I respect your opinion, but I do not share it in this case.

———

At this point, I don’t have anything further to add. I look forward to receiving the product and, hopefully, to joining the many other customers who have shared positive experiences and expressed satisfaction with Apollon Audio. I will be happy to report back once I have direct experience with the product.

 

[Apollon Audio]

Hi everyone,
I had mentioned earlier that I considered the situation clarified and that I would only provide further updates as things progress. However, I would like to briefly respond to some of the comments made here.

First of all, I want to clarify again that my concerns were not about the production timeline itself. I fully understand that a custom-built product requires time, and at that stage I did not even have sufficient visibility into the actual order status to make any assessment in that regard.

My concern was specifically about post-purchase communication. This is what led to my feedback. From a customer perspective, once a purchase has been completed, a lack of response to follow-up questions can understandably result in a negative experience, regardless of the production timeline itself.

@tineared
I understand your point, but I think there is still a misunderstanding about what my feedback was actually about.

My point again was specifically about post-purchase communication.

Regarding your comment about “overreacting”, I don’t think that characterization is accurate. Not receiving any response to multiple emails after a completed purchase is, from a customer perspective, a legitimate concern, regardless of the production timeline.

As for joining the forum only to raise this issue: I joined because there was already an existing thread discussing similar experiences, and mine was aligned with those points. Contributing to an ongoing discussion in that context seems reasonable to me.

@Apollon Audio
On the topic of communication channels, I also want to clarify that there is no clear indication on the Apollon Audio website that live chat should be considered the primary or preferred channel for timely post-order support, or that email responses may be significantly delayed.

In my case, an email conversation was already ongoing, and the order was completed through that same channel. From a customer perspective, it is reasonable to expect that confirmations (such as payment receipt and order status) and follow-up responses would continue through email, especially for a purchase of this value.

The chat response confirming payment was noted, but for me it does not provide the same level of traceability or formal confirmation as an email, particularly when a structured email exchange is already in place.

More broadly, simple measures such as an automated reply indicating holidays or delays would have been sufficient to set expectations and avoid uncertainty.

Finally, I simply note that I received a response shortly after posting here, following a period of no replies to my emails. I will leave it at that.

I respect your opinion, but I do not share it in this case.

———

At this point, I don’t have anything further to add. I look forward to receiving the product and, hopefully, to joining the many other customers who have shared positive experiences and expressed satisfaction with Apollon Audio. I will be happy to report back once I have direct experience with the product.

Roberto,

I understand your perspective.

But if you’re going to present this publicly, then at least be honest. You were not left in the dark for 8 days and there was no “complete silence” after payment, you had confirmation via live chat within a few days.

At the end of the day, this was about two simple cable questions. Instead of asking them in the same chat where you already had instant support, you chose not to and then presented the situation in a way that puts us in a much worse light than reality.

That’s the real issue.

 

[Zgrado1970]

Reading through this thread, I am a little confused. Why do people put up with this nonsense? Is Apollon the only company providing this product at or near this price point? It looks like the buyers are willing to put up with this because they know they expect to get some audiophile magic from a hand-built item from a small shop.

 

[Apollon Audio]

Reading through this thread, I am a little confused. Why do people put up with this nonsense? Is Apollon the only company providing this product at or near this price point? It looks like the buyers are willing to put up with this because they know they expect to get some audiophile magic from a hand-built item from a small shop.

I think there’s a bit of a misconception here.

There is no “nonsense” being put up with. What you’re seeing is a combination of a small, build-to-order manufacturer and customers who understand what that means.

We’re not a mass-production brand with stock sitting on shelves. Each unit is built to order, often with custom configurations, and that naturally comes with a lead time. That’s not unique to us, it’s standard across many high-end, small-scale manufacturers.

At the same time, we provide very fast real-time support through live chat, which many companies in this space don’t offer at all.

So it’s not about customers “putting up with something bad,” but rather understanding the trade-off:

• You get a hand-built, high-performance product
• In exchange, you accept a production lead time

As for alternatives, of course they exist. Customers are free to choose what fits their expectations best, whether that’s instant availability or a build-to-order product.

Most (99%) of our customers choose us because they value the performance and build quality and I’m genuinely very thankful to our customers who choose us and understand how this process works.

 

[PristineSound]

To all readers of this thread. I know it's easy for me to say because I have real firsthand experience with Apollon and I have my Apollon in my hands now, but for those on the fence about Apollon, this is what you have to accept when you decide to go with Apollon:

As Tibor (owner of Apollon) has stated, they are a small scale company. Shy of the Purifi and Hypex modules, they craft almost every individual part in-house, this includes engineering/design and manufacturing. Every unit is hand-built and built to order. They are a small boutique.

As a result, lead time is long. And based on what is said on this thread, many times, it can be longer than the stated 30 business days; it took me near 60 days, if I remember correctly, to get my order. However, as far as I am aware, no one here has been swindled by Apollon. Yes, I was frustrated; yes, communication (email in my case) was pretty slow and frustrating as well; yes, I had to follow up many times and each time I've been told "almost", which adds to the frustration when I have to follow up again.

In the end, I did get my product, and I am very satisfied with the product itself, and it was worth the wait for me personally. I'm pretty darn sure, there are no Purifi and Hypex integrators out there can match the quality and craftsmanship and definitively not anywhere close in the aesthetics department with Apollon.

The ultimate take away: You, the buyer, have to decide what is important to you and what you are willing to "tolerate" or "put up", before you order an Apollon. If you cannot wait this long, then there are plenty of other integrators out there, you know who they are.

Simple as that. So please no more complaining about wait time or communication, we all know that already. But if there are other complaints like product quality, unreliable units, or someone got swindled, I would love to hear about that.

 

[tmtomh]

I think the lesson here is pretty simple, and it's mainly about the mindset that is most likely to produce a smooth and pleasant experience for a buyer if they purchase from @Apollon Audio :

1. Apollon is for folks seeing objectively high performance, and they use standardized amplifier modules - but the overall product is, as noted by many others above, a hand-built, boutique product and should be approached, purchased, and understood within that mental framework, as one would a boutique speaker maker or a custom auto or motorcycle shop.
2. Unless something changes in the future, the "nothing's unusual or wrong if it takes this long to get the product" timeframe should be considered 60 days. It might only take 30, but clearly it can take up to 60, and nothing is amiss with the ordering, record-keeping, or manufacturing/assembly process if it does. It might try your patience, but you don't have to worry that you won't get your amp or that something will be wrong with it when you do.

To be clear, no one has to have this mindset to purchase from Apollon But if you don't purchase with this mindset, then you might have expectations that the company will not, from your perspective, fulfill. And yes, if it's a boutique, hand-built product, then it's reasonable for buyers to expect a personalized and responsive post-sale support experience. At the same time, because it's a boutique, hand-built product, that means it's a very small team and so it might not actually be possible or feasible for them to provide that kind of personalized, always-available post-sale support. That kind of customer service costs time and money, and Apollon's price premium over some other vendors who offer amps based on the same modules is (a) small and (b) clearly goes into the bespoke casing and internal components they manufacture, not into salaries for dedicated customer service reps.

All the arguing over who's right and who's wrong, whether a live online chat is sufficiently "official/written" enough of a "record," is really beside the point. It's all about the expectations you go into it with. The company has some responsibility for setting those expectations, but only some.

 

[Golfx]

I think the lesson here is pretty simple, and it's mainly about the mindset that is most likely to produce a smooth and pleasant experience for a buyer if they purchase from @Apollon Audio :

1. Apollon is for folks seeing objectively high-performance and they use standardized amplifier modules - but the overall product is, as noted by many others above, a hand-built, boutique product and should be approached, purchased, and understood within that mental framework, as one would a boutique speaker or a custom auto or motorcycle shop.
2. Unless something changes in the future, the "nothing's unusual or wrong if it takes this long to get the product" timeframe should be considered 60 days. It might only take 30, but clearly it can take up to 60, and nothing is amiss with the ordering, record-keeping, or manufacturing/assembly process if it does. It might try your patience, but you don't have to worry that you won't get your amp or that something will be wrong with it when you do.

To be clear, no one has to have this mindset to purchase from Apollon But if you don't purchase with this mindset, then you might have expectations that the company will not, from your perspective, fulfill. And yes, if it's a boutique, hand-built product, then it's reasonable for buyers to expect a personalized and responsive post-sale support experience. At the same time, because it's a boutique, hand-built product, that means it's a very small team and so it might not actually be possible or feasible for them to provide that kind of personalized, always-available post-sale support. That kind of customer service costs time and money, and Apollon's price premium over some other vendors who offer amps based on the same modules is (a) small and (b) clearly goes into the bespoke casing and internal components they manufacture, not into salaries for dedicated customer service reps.

All the arguing over who's right and who's wrong, whether a live online chat is sufficiently "official/written" enough of a "record," is really beside the point. It's all about the expectations you go into it with. The company has some responsibility for setting those expectations, but only some.

Apollon has earned (truly) a good reputation for its build quality especially from Amir’s reviews on ASR.

It is a complete imbalance of power once they are paid in full—in advance. Those of us who did it got uncomfortable when timelines were passed and then their chatline responses stating future shipping times were also missed. Hence this forum is our only resource to rectifying this imbalance.

And sure we the customers just need to adapt and be more patient. Well how about another simple alternative. Why don’t they adapt and change their website wording?

 

[Apollon Audio]

Apollon has earned (truly) a good reputation for its build quality especially from Amir’s reviews on ASR.

It is a complete imbalance of power once they are paid in full—in advance. Those of us who did it got uncomfortable when timelines were passed and then their chatline responses stating future shipping times were also missed. Hence this forum is our only resource to rectifying this imbalance.

And sure we the customers just need to adapt and be more patient. Well how about another simple alternative. Why don’t they adapt and change their website wording?

Golfx,

I understand your concern, but your characterization does not reflect our current reality.

You keep referring to large delays and communication issues as if this is still how we operate today. It is not. Those issues were from an earlier period, were acknowledged publicly, and have since been addressed. We have increased production capacity, streamlined our workflow, and significantly improved response times. Today, major delays are no longer the norm, and post-sale communication is handled properly in the vast majority of cases.

To put things into perspective: we process roughly 100–200 orders per month and have delivered thousands of amplifiers over the past couple of years. The number of customers expressing dissatisfaction in this thread is extremely small in comparison.

That doesn’t mean we ignore feedback. On the contrary, we used it to improve. But presenting old problems as if they define our current operation is simply not accurate.

We also provide real-time support via live chat, where customers can get immediate answers, something many companies in this space do not offer at all.

Constructive criticism is always welcome. Repeating outdated narratives and applying them to our current operation does not give readers an accurate picture.

In this specific case, Roberto did not receive a response to his email regarding cables for a few days due to the holiday period and reduced team availability. However, the situation was then presented publicly in a way that suggested a lack of care, or even implied unprofessional or unreliable behavior on our part.

The way this was described created a significantly more negative impression than the actual circumstances justify, and included claims that do not accurately reflect the communication that took place.

I would ask that this context is kept in mind before drawing conclusions or making broader statements about our level of care or empathy toward customers.

 

[roberto.cagnazzi]

I think @tmtomh comment above offers a very sensible perspective. I agree that Apollon Audio should be approached with the right expectations, given the nature of a boutique operation.
At the same time, those expectations are not necessarily obvious to a first-time customer. In my case, I only became aware of them after reading discussions like this on Audio Science Review. For that reason, I see threads like this as useful rather than problematic—they help align expectations with reality.

On the communication point, just to be precise: the chat reply I received happened only because I explicitly reached out through that channel. It was a quick, reactive confirmation, not part of any structured post-purchase communication.
Without that step, there would have been no update via email during that time. So while a reply did exist, it required an additional action on my side and came through a separate channel.
I believe that distinction matters.

More broadly, I don’t see sharing experiences like this as pointless complaining. This thread exists for a reason, and these are simply real-world data points about aspects that can be improved.
If these situations did not occur, there would be nothing to report. Sharing them is not about attacking the company, but about documenting what works and what doesn’t, so that expectations are clearer for future customers and, potentially, areas for improvement become visible.
As mentioned in the previous comment, part of this also comes down to how clearly expectations are set upfront. Without that transparency, it’s inevitable that discussions like this will continue to appear.
If communication becomes more structured over time, threads like this will naturally fade away. Until then, they serve a purpose.

My two cents:
If someone is not interested in reading these kinds of experiences, the easiest solution is simply to skip the thread. Or perhaps start a separate one dedicated only to positive experiences—although that would likely not reflect the full picture.

 

[Golfx]

Golfx,

I understand your concern, but your characterization does not reflect our current reality.

You keep referring to large delays and communication issues as if this is still how we operate today. It is not. Those issues were from an earlier period, were acknowledged publicly, and have since been addressed. We have increased production capacity, streamlined our workflow, and significantly improved response times. Today, major delays are no longer the norm, and post-sale communication is handled properly in the vast majority of cases.

To put things into perspective: we process roughly 100–200 orders per month and have delivered thousands of amplifiers over the past couple of years. The number of customers expressing dissatisfaction in this thread is extremely small in comparison.

That doesn’t mean we ignore feedback. On the contrary, we used it to improve. But presenting old problems as if they define our current operation is simply not accurate.

We also provide real-time support via live chat, where customers can get immediate answers, something many companies in this space do not offer at all.

Constructive criticism is always welcome. Repeating outdated narratives and applying them to our current operation does not give readers an accurate picture.

In this specific case, Roberto did not receive a response to his email regarding cables for a few days due to the holiday period and reduced team availability. However, the situation was then presented publicly in a way that suggested a lack of care, or even implied unprofessional or unreliable behavior on our part.

The way this was described created a significantly more negative impression than the actual circumstances justify, and included claims that do not accurately reflect the communication that took place.

I would ask that this context is kept in mind before drawing conclusions or making broader statements about our level of care or empathy toward customers.

As usual a well written reply.

Just checked your website. Still offers same timelines.

Also regarding my earliest feedback from my order i stated i wanted your company to continue and succeed: I did suggest changing your website wording to reflect possible longer timelines, also double boxing like say Denon has and mentioning no power cords are supplied.