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https://www.decware.com/cgi-bin/yabb22/YaBB.pl Welcome to DECWARE's Audio Forums >> Frequently Asked Questions >> Comments about Decware elsewhere https://www.decware.com/cgi-bin/yabb22/YaBB.pl?num=1787223495 Message started by Lon on 08/20/26 at 11:58:15 |
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Title: Comments about Decware elsewhere Post by Lon on 08/20/26 at 11:58:15 I did a search of an audiophile forum I frequent for Decware and found a surprising (to me) amount of comments disparaging customer service and more persons than I would imagine being upset and agry with the refund policy and the long waiting list (not being clearly stated up front). Peronally I think a few of these upset simply did not do their diligence before ordering, but it does seem as if some who order are obliviious to the 3 plus year wait and would not have made a deposit--which they would lose--and placed an order if they had fully understood that. It pains me to see that Decware is bad-mouthed this way. . . and I know from experience on that forum that if I were to try to address this I would be castigated as a "shill" for Decware, a biased apologist, a closet employee etc. which are all false but "facts" rarely matter from a member. I wonder if there is a methodology that Decware could adopt for ordering and ordering queries that alleviate this problem and lead to more favorable comments? Food for thought perhaps. |
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Title: Re: Comments about Decware elsewhere Post by Rivieraranch on 08/20/26 at 15:54:07 Time to call Marcus Lemonis who had a reality show “The Profit” on cable where he analyzed a business on the basis of people, processes and products. There were some interesting shows in this series. |
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Title: Re: Comments about Decware elsewhere Post by CAJames on 08/20/26 at 19:17:35 JMO but I feel like the waitlist itself is the best argument that what Decware is doing is working just fine. If I were in charge I would continue to focus on building amps and not worry about noise on the internet. |
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Title: Re: Comments about Decware elsewhere Post by Donnie on 08/20/26 at 19:42:18 I've noticed that for pretty much of everything on the Internet is that for every positive there is a negative. Such is the nature of things. I consider myself more of an Innocent Bystander. |
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Title: Re: Comments about Decware elsewhere Post by Lon on 08/20/26 at 20:46:52 I always worried somewhat about perceived opinion about my department and division. . . it was within my realm of responsibility and a sort of personal characteristic area of attention, right or wrong. I know there is "give and take," positive and negative. . . but in this particular instance the negative is way tipping the scales of balance, which I think is a shame--I know the quality is off the charts for both product and service, and that there is zero intention to defraud. So it saddens me to see this. I have a hard time imagining myself standing by . . . when so many years of my life have been enriched by Decware. |
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Title: Re: Comments about Decware elsewhere Post by Ghostship on 08/21/26 at 00:05:55 I have to call bullsh@t. Either these negative commenters are lying about ever ordering a Decware product, or they lied about not understanding the deposit was non-refundable. Certainly, there are non-earnest buyers who, for whatever reason, jumped on the bandwagon when Deware became more famous after the Youtube reviews drove the order list over 2000. And life can definitely change in three years, requiring someone to decide they can no longer go through with a purchase. This makes the non-refundable deposit critically necessary, because it weeds out the false and insecure buyers who are needlessly driving up wait times. It may be easy to complain on other forums where no one knows any better. But anyone who ACTUALLY purchases a Decware product is fully aware that the deposit is Not Refundable. The button you press to place the order clearly says that. And the length of the wait time is no secret...Decware even provides a real-time wait list for everyone to see. |
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Title: Re: Comments about Decware elsewhere Post by Lon on 08/21/26 at 00:17:58 Personally I don't believe all these complaints are as you say "Bullshit." For one thing, the current setup and policy was not always the case. There was not always a notice about the long waiting list when ordering. Also previously the "non-refundable" deposit was able to be applied towards another purchse say of cables or tubes etc. Now, not possible. That has been a bone of contention to some who ordered, then found they needed to cancel, and found that now their deposit was not applicable to another Decware item. As for the Waiting List, it was not easy to find even for forum regulars for some time. I also see frequent reports from this forum and elsewhere that it is very hard to get in touch with customer service. That should be easiest of all to address. I agree that some are likely uninformed careless as far as policy oderers. But not all. |
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Title: Re: Comments about Decware elsewhere Post by Kahuna Jack on 08/21/26 at 00:51:14 Its super easy to spew personal opinions on the internet sometimes well thought out and many times just shit talking or adding ones 2 cents. You just type and click send and then stand back and observe the pebble you just tossed into the lake. Ive obtained more than 20 pieces of Decware on the secondary market so the whining about wait times I take as complaining from people that love to complain about almost everything and anything. Static is all. The deposit refund ..... If you didnt want to wait after ordering? wont Decware allow you to transfer the money to buy available products like tubes,cables etc?? |
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Title: Re: Comments about Decware elsewhere Post by Donnie on 08/21/26 at 01:51:28 There are a lot of people who get their jollies by "Throwing their pebbles into the water". I know for a fact that an acquaintance of mine actually joined this forum to cause trouble. He told me about it after it had ran its course. He is just a natural rabble rouser and was trying to get a rise out of me. I just ignore it, these are the same people who like to confront and bully people. |
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Title: Re: Comments about Decware elsewhere Post by MM on 08/21/26 at 03:04:01 Tis the state of the world we live in. Despite being more wealthy in material possessions than ever in history everyone feels they are a victim these days. I’ve never gotten the impression Steve cares what other people think so I wouldn’t sweat it, Lon. And why would he? Put yourself in his shoes. He’s running a successful business, building the gear that piques his interest and selling it to a long list of people when he feels there is a market for the item, keeping his family employed all the while. Seems like a good thing to me. I’ll admit, I have bellyached about several issues I’ve had but I try to keep quiet for the most part. Many of the issues were my own fault and other things like poor customer service are out of my control. Caveat emptor. |
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Title: Re: Comments about Decware elsewhere Post by Lon on 08/21/26 at 10:32:10 Well, you might not sweat it, I'm not sure if Steve does or not (I think in his way he does) but I would sweat it some. And: customer service IS something he can do something about, and is putting in beaucoup hours doing something about with his AI program, so he does care about that a lot! You and I are different, vive la difference! I do personally think this matters for the company somewhat, and I find it interesting the different viewpoints. |
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Title: Re: Comments about Decware elsewhere Post by Lon on 08/21/26 at 10:35:53 Kahuna Jack wrote on 08/21/26 at 00:51:14:
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Title: Re: Comments about Decware elsewhere Post by Kahuna Jack on 08/21/26 at 19:59:55 Sorry Lon I missed the policy change in your prior comment. I guess one could always switch to something on the short list and just re sell it. Bending rules is why strict rules keep the ship clean and steady sailing I suppose. |
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Title: Re: Comments about Decware elsewhere Post by Lon on 08/21/26 at 20:03:53 I am no longer sure that one can apply the deposit to any other item at all, that is something that we would need clarification on. "June" says that is a question for Sarah to answer. i haven't posed it to her. The whole wait time and deposit system is what it is. . . I think many would like to see it not there, but then we would NOT have the quality items we do have. There's always a give and take, that's existence. |
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Title: Re: Comments about Decware elsewhere Post by Yakatak on 08/23/26 at 19:49:37 This doesn't seem to be commmon knowledge yet, but components on the accelerated list now require full payment up front. |
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Title: Re: Comments about Decware elsewhere Post by Lon on 08/23/26 at 21:15:24 Interesting. That's a commitment! I guess it wouldn't hurt to have a FAQ about the whole ordering process. |
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