Reply from AmpCity.co.uk
[REPLY]
- Reviews (52)
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- Mats Gunnar Beem
- Utrecht, GB
- 1 Review
Fast and reliable delivery, securely packaged
I was concerned after having read some really bad reviews, but personally I am very happy with AmpCity and I really regret that they will cease to do business as of this month...
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- Bech
- 2 Reviews
4 frustrating months
Here is the short version of how I tried to get AMPCITY to deliver my order!
Don't read this review as criticism of Audio Gd - I am very satisfied with the Digital Interface!!!
Here it goes:
Feb 22. 2012:
I received a mail from AMPCITY that “Audio GD DI + PSU + Clock-upgrade” was in stock again.
Their web-site said: Availability: 3+ in stock. Ships next working day.
This is NOT exactly what happened!
For me this is a quite simple order - for AMPCITY this seems to be an extremely complicated order above their capability to fulfill completely!
And they have had their chances - I have approx 40 mails to/from AMPCITY
Feb 22.:
I made my order (Audio GD DI + PSU + Clock-upgrade)
I chose to pay by transferring money from an account – expecting this to delay the shipment a few days.
March 5.:
After several mails (a few unanswered) and one phone call I received this:
"I can confirm that we have now received payment - you should receive a shipping confirmation email shortly."
March 21.:
After several mails (some unanswered) and at least 2 phone calls I received the Audio GD DI and PSU.
Unfortunately without the Clock-upgrade I have ordered.
I mailed AMPCITY the same day.
First they tried to convince me that the Clock-upgrade was preinstalled – which I of course had checked it was not before I wrote!
May 15.:
After several mails (mostly unanswered) and I got an excuse from AMPCITY and this promise:
"I'll be in touch within the next few days to confirm dispatch.
My apologies for the mess once again."
I really thought something would happen now.
June 15.:
After several mails (mostly unanswered) and I got an excuse and this promise from AMPCITY:
"I am genuinely surprised by your email - we notified Audio Gd to send you the TCXO clock directly and having not heard from you for some time [note: I had mailed 2 times with no answer] it had indeed been received.
I am so sorry for this oversight, it only adds to what has been a frustrating issue for you. I am sending Audio Gd another email now to follow up and will email you once I have confirmation that it actually has been dispatched.
Our intention was never to cheat you"
June 17.:
I mailed AMPCITY this: "Expecting to get a status from You within a few days…"
June 28.:
After another unanswered mail from June 25. I give up.
I must conclude that AMPCITY haven’t got the ability or will to fulfill my order completely and part of my payment is lost.
They have had 3 months to ship a tiny clock from AMPCITY in UK or to get Audio GD to ship one from China.
- Sumit Bhattacharyya
- Cambridge, GB
- 1 Review
Very worrying
Have emailed many, many times - with no reply.
The IEM re-shell product was faulty and the wire would separate and completely disconnect from the in-ear unit.
2 months that they've had the product and no sign of any attempt at communication.
Have phoned many times over - to discover that the receptionist tries both Zainul and Yusef - and that they're neither *ever* there, picking up; am told that they'll phone back - which they never do.
Am now receiving a 'bounce email' from Google, suggesting that Zainul's email account is broken ??
Or he's bouncing my emails to make it look as though his email account is broken ?
They have my money and there's no way of getting in contact with them.
So much money is involved that I'm going to have to contact the police soon.
All of these worries would have been assuaged if they'd simply replied in an email - that they haven't heard from their (?Chinese?) lab yet.
Maybe I'll drop into their store (I've lived in Greenford before - and they're right next door); I'm really not happy that I'm going to have to go to the lengths of a trip to London from Cambridge
- or contacting the police in order to get some information from them.
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- Daniel Podobinski
- Lolol, GB
- 4 Reviews
STAY AWAY
I bought a Matrix M-Stage amplifier. I only received an email from paypal that my money was on hold because Ampcity needed to accept it. I didn't think anything was out of the ordinary until 2 days had passed and I hadn't received any further updates regarding my purchase. I gave the company about 5 or 6 calls, each time the idiotic receptionist answering and telling me that unfortunately "nobody is available" and that they'll "call me back" (which they never did). I even turned up at their store which fortunately wasn't very far from me, except there were no store signs at all! Apparently they were on the upper floor of some DIY store, except that when I asked to see them, apparently (again) "nobody was in that day" (it was a Saturday, though the stupid receptionist claimed that they were open then).
Finally I grew tired of everything and decided to cancel. This also took almost an entire week of calls and emails to the head of the company (who again, is never available by telephone, funny that) after which eventually I noticed one day on Paypal that my payment had been refunded (no confirmation had been sent by Ampcity).
Simply put, do not buy from these people. Notice the other bad reviews? They're there for a reason.
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- Steven Falconer
- Sale, GB
- 2 Reviews
Terrible customer service -- £200 in limbo currently
I placed and paid for an order for a re-shell of some Shure SE530s 9 days ago now. I should have received an email by now with instructions on where to send my Shures to, and to choose product specifics.
So far I've emailed, I've rang, I've tweeted. All to no avail. When I email, I get no reply; when I tweet, I get no reply; when I ring, the receptionist tells me all the staff are on the phone currently.
Despite the MD offering an open letter of apology, promising a 15% discount for this kind of service, I am still growing impatient.
£200 is a lot of money to pay for this kind of service. I will probably contact PayPal to arrange a refund, and then either contact Unique Melody Global or buy a different product altogether.
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- Markus
- Karlsruhe, DE
- 1 Review
Tried to contact them for 5 weeks now....no reply
The customer service is not worth being called "service".
I'm waiting for a while already for my reshelled IEMs to arrive.
But I don't mind the waiting time actually.
What I do mind is that I asked for feedback and a status the first time 4 weeks after my order was placed. now, again 5 weeks later I tried 5 times and NO reply at all.
I never had that before.
Reply from AmpCity UK LTD
There is no excuse for the way we have treated you over the course of your order. We've caused you frustration and stress after having invested your money and trust in us, and for this I am truly sorry. As mentioned in my email, I realise AmpCity has let you and other customers down in a big way - the team is working hard to make amends and I can promise you that from here on in we will serve you exactly as your high expectations demand.
Please take the time to read our open letter of apology: http://www.ampcity.co.uk/an-apology-from-ampcity-zainul-dhalla
If you would like to discuss further feel free to respond to my email and I will be happy to resolve any issues.
Regards,
Zainul Dhalla
Director, AmpCity
z.dhalla@ampcity.co.uk
- Timbo83
- 2 Reviews
Terrible service. Avoid
I ordered aplifier from them and i waited it to arrive in stock for month then cancelled my order, but still i have not received refund from them. I was willing to change my cancelled order to other product, but i was unable to get them to answer by email after i cancelled my order.
- A Customer
- 1 Review
Could not organise a party in a brewery
Seemingly good prices on a range of innovative products imported from China.
However, none of that is of any use if it proves impossible to communicate effectively with the business - terrible, and I mean terrible, customer care which means that I could not possibly recommend the business.
Order was delayed by weeks and I had to constantly pester them for updates.
- Wayne Weiyun NG
- Birmingham, GB
- 1 Review
Very very bad customer service with products of poor built quality. Would give 0 stars if possible
I have recently bought a pair of HiFiman Re-262 from Ampcity. Having read their reviews I was convinced that they are a company that is responsible for their products and would deal with customers with praised services. However, that does not appear to be true in my case, at all. I have received the item one day after purchasing it which I was very satisfied but when I tried to put on the earphones, I found that the right earphone produces a very minimal amount of music. Apart from that, the glue used in the manufacturing process of the earphones could still be found around the connecting parts of the earphones. Having tried the earphones from several DACs I have decided to give Ampcity a call. The technician that talked to me was very friendly indeed and confirmed that I would be able to choose to request for a refund or a replacement of the product without any hassel. I thought it was going to be a painless process of just sending back the item to them followed by a refund. Afterwards, I posted the item back to them within the first week. After 5 working days, my refund was no where to be found and no one contacted me as promised by the technician. I was a bit agitated and disappointed by their actions. I gave the customer service a call and was told that 'only the manager can deal with refund issues' . I understood that and accepted their suggestion whereby one of their managers would give me a call back as soon as possible. After half a day, no calls was received, I called them again and the same thing just repeated. I was trying to be considerate and so I waited for another day. On the second day when I called again, there was still no managers around! Does that mean no one is going to deal with my refund? I was calling ONLY to check if they have received the earphones that I have sent back and not even a single person could give me a solid yes no answer to that. I am very very disappointed.
Until now, this moment I havent received any of those promised phone calls. Utterly disappointed and would urge anyone out there to avoid Ampcity due to poor, near non-existant customer service.
Avoid avoid avoid!
- christine 100001080
- 1 Review
An exemplary company
I have ordered an Hifiman HM-801 which was sold at a very attractive price . It took one week to arrive in Germany.
During the delivery time, I spoke with the customer service : they always answer very kindly and quickly.
The Hifiman case was packed into a slightly larger packet. No gap between the case and board. Very well packed.
Everything was in the package as described on their web page, note : case, HM-801, AC adapter, second amplifier, screen wipe, screwdriver, user manual and the USB cable.
I can add I was really surprised by the efficiency of the customer service, very important point.
To conclude, I am 100% satisfied by AmpCity. I really recommend it to every audiophiles !
- Glenn Carder
- 1 Review
Safe and Friendly
Once i purchased my HiFiMAN 601 i couldn't wait for it to be delivered so i arranged to collect it the same day ,service was fast,friendly and helpful.
Thank You
- Matthew Benson
- 1 Review
Very happy customer.
Arrived promptly and in perfect working order. Would happily use again and recommend to others.
- Matthew Cooper-Kay
- 1 Review
Great service, quick delivery!
Awesome shop with a great returns policy and super quick dispatch, as well as a great customer service team.
Wasn't too happy with the phones I purchased but that's down to personal preference and the manufacturer - so I'm super happy with Ampcity's service!
- Magnus Gustafsson
- 1 Review
Awsome hifi store for easy online purchases
Very fast handling of the order.
Fast shipping and item in perfect condition.
Will use again!
- Linda Hearn
- 1 Review
Brilliant service
Fabulous service - got good advice over the phone and the item was delivered within 12 hours despite it being the busy run-up to Christmas. First class.
- Niklas Siljebråt
- 1 Review
Slick, smooth and quick.
I liked AmpCity a lot. It was a really smooth experience overall. Delivery was as quick as it could be and my product was well packaged.
- G
- 1 Review
Entirely painless process with quick delivery
I bought a par of re262's which are excellent btw. The entire process, was quick straightforward and painless. The iem's were delivered promptly. I have no complaints and no reservations about ordering from ampcity in the future.
- Anders
- Stockholm, SE
- 1 Review
Very Good
I'm happy with the service AmpCity provided for me.
Fast email support, fast delivery and good price.
What's not to like?
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- Philip
- 1 Review
Slow, slightly disappointed with service but final product is quite good
I first placed my order for a reshelling service for my Shure SE530 back in the end of October. By the next day, I sent off the ear impression and earphones via Royal mail special delivery which delivered the item on the following day.
From then onwards was a very long wait; after repetitive email inquiries and telephone calls, I rarely get a reply via email and more than often no call backs received from AmpCity. That said, when a call back is made, the attitude of speech from customer service is very good, particular Yusuf who is always patient on giving information and explaining things.
According to Yusuf, there has been a massive backlog of orders which they were aiming to clear by the new year. This was why my order took an overall time of 8 weeks rather than the 3-4 weeks as stated on the product/service page. To make things more complicated, I was on holiday in Asia for 3 weeks in the middle of December. Before I left, I double checked with Yusuf on whether if these earphones would be ready before I leave (18th Dec), and it was deemed unlikely (further waiting of 1 week was expected). Yusuf then kindly suggested that AmpCity is willing to send my earphones overseas to Asia and they will send me an email to confirm the oversea address once they receive the earphones. However, this did not happen at all; I received an automated email on the 24th of December that my order has been shipped to the default address in the UK. This was very disappointing because this meant I wasn't going to receive it until the new year and that the promises made by Yusuf on behalf of AmpCity was not met.
Now I have received the earphones, I am happy with the fit and the isolation is much better. However, I would recommend that customers who wish to order a reshelling service should expect a fair amount of waiting.
- Steven Lucas
- Norwich, GB
- 2 Reviews
Sincere Hi Fi Dealer.
I cant praise enough will purchase from Ampcity again soon, I am very gratefull to Yusuf and Zain for their total commitment in supplying me with the product which suited me best. I hope to speak to them soon for more advice on my next purchase.
- Ian Morris
- Cardiff, GB
- 1 Review
Decent and reputable
I placed my order before 11am on the Thursday and the product was advertised as being in stock. I didn't however receive the e-mail advising it had been dispatched. I chased a few times but in fairness I did receive a call back on the Sunday so the guys had obviously been busy and short staffed. The product was then dispatched on the Monday as promised following my phone call and I received it on the Tuesday.
All I would say is don't bank on the product being dispatched the same day and be patient with the guys getting back to you. Thursday to Tuesday is quite a reasonable time frame to wait but I was relying on the quick delivery. I would recommend AmpCity and their products.
- Sam
- 1 Review
Very Very S L O W. Painful purchase!
Now they've finally turned up I'm really happy with one pair (there are issues with the other - but this was a reshell).
Have spent weeks chasing information, chasing order and not receiving call backs. Information only passed on when I've chased a problem.
The end fit is great (UM Custom reshell) and it's a good quality item, but the service has been severely lacking. I've even had a call from one of the MDs because of the amount of emails and calls I've had to send/make.
Reply from AmpCity UK LTD
Due to the issues you experienced and as a gesture of good faith, we have partially refunded your order. I hope this goes some way to recover your confidence in AmpCity and I do appreciate your feedback.
Regards,
AmpCity Management.
- Ciro Hernandez
- 1 Review
- Amjid Yaseen
- london, GB
- 1 Review
Excellent Customer Service
I found the staff at Ampcity knowledgeable and passionate about the products they are selling. Excellent customer service beyond the norm.
- Vajid Mahmood
- Bury, GB
- 1 Review
Excellent products and service from start to finish
I had read excellent reviews about the Matrix M-Stage headphone amp and was very reluctant to buy from China. I found Ampcity via google search. They offered the amp for little bit more than the International suppliers, but if you take into account shipping, VAT and customs then Ampcity prices work out cheaper. Ampcity also offer their own one year warranty and thirty day no hassle return policy if you do not like the product.
Yusuf and Zain were absolutely fantastic with their technical knowledge and recommedndations.
I purchase the amp and a DAC which arrived next day, well packed.
I would recommend Ampcity to anyone thinking of buying audio products from international suppliers. Absolutely fantastis experience.
Vajid Mahmood
- Jakub Tarnawski
- Wrocław, PL
- 1 Review
Excellent service and more
I purchased an Audio-GD NFB-10WM from AmpCity. From feedback available on Head-Fi, it seems that ordering from Audio-GD directly can be a painful process and that their quality control and customer service is particularly lackluster. If you're located in Europe, ordering gear through AmpCity provides a safety net against the unreliable Chinese manufacturer - you get warranty from both AmpCity and Audio-GD, and AmpCity will test the gear for you before shipping it out.
The experience was remarkable - Zain was a great help during the whole process and answered my every email knowledgeably and politely. He kept me in the loop as to when the shipment from Audio-GD should arrive (and he managed to estimate it right). I felt well taken care of ;)
On top of that, the price for the particular unit I got (NFB-10WM) was not even higher than the price of ordering directly from Audio-GD (the latter calculated including shipping, but not customs or duty fees - and to avoid customs you would probably have to go with the more expensive EMS, etc.). Shipping of the 10kg beast to Poland was also remarkably fast and cheap.
The only quibble I might have was that it sometimes took a few days for my emails to be answered - but the answer was always adequate. I would heartily recommend AmpCity to anyone in the market for audio gear. I think that the gear they carry and their knowledge and service is truly exceptional.
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- Trevor Knightsmith
- Ilfracombe, GB
- 2 Reviews
Service as good as ever
After taking good impartial advice from Yusef i purchased a pair of Hifiman RE-262 In-Ear Headphones for the wife.
She is delighted with them, I cannot believe it is possible to get a better sound for under £150, her Sansa Clip (4gb) and the above mentioned earphones combined, superb !
thanks again to Amp City for their help and advice, i will definately use them again.
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- Antonio Pasquariello
- Cassino, IT
- 2 Reviews
Very professional, excellent care and communication with customers.
Audio GD NFB1-WM
- Shane
- London, GB
- 1 Review
Great customer service + excellent products
If you are thinking about purchasing from Ampcity you should not have any worries that the customer service will be anything other than excellent.
In particular, Yusuf is a credit to the company. He gave me sensible and impartial advice right from the start, not trying to sell the most expensive products but something that would suit my requirements while still providing a great quality/price ratio.
The actual hardware is excellent - I have the Matrix Mini-i and M-Stage (with Audio gd opamp 'Earth' installed) and can say that this combination is superb in terms of audio quality, especially for the price.
Add to that you have a 30-day no quibble return option, then you really cannot go wrong.
I am very impressed with the company, which deserves to do well, and will continue to do so with guys like Yusuf working there.
- Joerg
- 1 Review
Higly recommeded!
Good Stuff, good price, good guys,
but shipping to Germany took 3 weeks.
- Aleksander
- 1 Review
reliable and helpful people
I made 2 purchases with them, both items delivered on time despite their hardly predictable Chinese partner. They are helpful and knowledgeable. Sometimes lag with responses, but overall highly recommended!
- Pablo
- Buenos Aires, GB
- 1 Review
- Joe
- London, GB
- 1 Review
Personalised Customer Service
My purchases came sorely late, but I'd already knew that this might happen due to issues on the manufacturer-side.
However, the excellent customer service with quick responses certainly gave me much confidence in dealing with them.
I believe they went the extra mile in terms of this.
Would DEFINITELY recommend friends to shop there.
- James
- Leeds, GB
- 1 Review
An honest, excellent company that deserves to thrive.
The item I ordered arrived faulty, they went to extraordinary lengths to make sure i received my replacement unit as soon as possible.
Polite, knowledgeable staff are rare these days but amp city seem to have all of them.
I will definitely buy from there again.
- j
- 1 Review
Top of the range
Fast, great comms and a product you couldn't get anywhere else in the UK
Will be back
- Hansi
- 1 Review
Fast delivery, great products
Super fast delivery even to Switzerland. Ordered on Friday and received it on Tuesday. Product is great and shop is easy to browse.
- Duane
- 1 Review
- Johan
- Vinslöv, SE
- 1 Review
First class!!
I can only give the highest rating possible. Everthing is really good. Easy communication, fast order handling and fast delivery. I strongly recommend ampcity.
- Marco
- London, GB
- 1 Review
Excellent service
Everything run smoothly, without any problem. The delivery was really fast, the package was strong enough to prevent damages, and everything else was in order. Excellent experience.
- Peter
- Bratislava, CZ
- 1 Review
Very helpful company
I have bought a tube headphone amplifier and it came with the broken tube. They have sent me a new one free of charge. It took some time, but at the everything works as expected.
