Wave Digital - My Experience

[toddamo]

Recently, I posted on here with the intention of buying a Pro-Tools system.

Basically, the whole process was intimidating. (I'm moving up from the cassette
based 4-track world) Because I'm a newbie to the DAW world, customer service was a
HUGE consider. I decided to skip over Dell and went with New Jersey's Wave Digital Systems for the whole deal.

They specialize in DAWs. They custom build the systems. They offer support for both
the hardware and the software. They're musicians. Ok sounds good so far...

I placed my order and was going back and forth with them about the delivery date. (Its
not an assembly line. Each computer is custom built for the end user.)

The computer was supposed to arrive at my house on Friday. I had to take a day off to be home to receive
it. I called them on Thursday to confirm and it turned out that the computer had not gone out. They
were finishing installation and missed the UPS guy.

Living alone, I needed to be home to receive the computer. I had taken a day off of work.
Now I would have to take another day off to wait for this thing. Chris, my salesperson,
was trying to work something out. (Saturday delivery or something)

Next Gil Griffith (the president of the company) gets on the phone. I explained the
situation to him. It was a drag for me but it really was beyond their control. So he
says to me..."Ok. Email me your address and directions to your house." Unbelievable!
A 3-hour drive RT from NJ to my apartment in Brooklyn!

The next day...Gil himself shows up at my house at 12:30pm. I asked him…
"Do you want to come in for cold drink?" (It was a 100 degree day) and he says, "Sure.
Lets go in and set it up."

This is unreal. Not only has the president of this company personally driven my
new computer to my house but now he's offering to come in a set it up for me!

So that's what he did. We ended up hanging out, setting up the computer, showing me things on the system,
BS'ing and having a great time. He's a great guy with tremendous knowledge and enthusiasm for music and music technology. But more important, he proved to me that I made the right decision in going with Wave Digital.

I was thinking…I'm gonna post this online and people are going to think it's a paid endorsement. But this is for real. Having never spoken to him before, the guy drove the computer to my house and set it up for me.
In this day and age, that kind of commitment to making the customer happy is almost unbelievable.

Talking about what a great company they are is my way of saying thanks.
(Oh and here's the website…http://www.wavedigital.com/)

-todd amodeo
http://bartlebymusic.com
Free Mp3s and Non-Corporate Love!

[lwilliam]

Wow! That kind of commitment to customer service is rare these days. Kudos to Wave Digital!

These kinds of stories are what get me to be a loyal customer.

I'll add a couple of great service examples myself...

1. Kathleen at BayView Pro Audio - I ordered a plugin from them but they were unable to get it to me in time to get the authorization code to run it for a weekend session I had (they received it on a Friday). They (with my permission) offered to open up my software box and fax in the registration card for me so that I could get the proper authorization code (based on serial #) in time for my session that weekend. I got the software along with the emailed authorization code, and everything was ready for the session.

2. David Crane at Kind of Loud: I was under the gun at one point and he gave me his home phone number so I could call him on a Saturday to get a proper response for the challenge/response code on RealVerb.

Although both of these examples were caused by the use of copy protection, they at least went WAY out of their way to make sure I wasn't inconvenienced to much by it.