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.

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.

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.

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.

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.

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.

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.

This doesn't seem to be commmon knowledge yet, but components on the accelerated list now require full payment up front.