Gonna be a bit opinionated with my explanation. Although it shouldn’t need to be said, I will preface this with the whole “these are my opinions and how I came off feeling about it all” comment.
I decided to cancel my order for a Jotunheim 2 and Bifrost 2 today. Here is why…
I recently put an order in to schiit for the aforementioned gear a couple weeks back. Hearing everyone rant and rave about it being “the best amp dac combo for under $1100 USD”. I was pretty apprehensive because in all honesty this purchase was a lot for me to spend right now. Yes I know that you shouldn’t spend money you don’t have, but I’m an impulsive person and this was something I foresaw as an “end game purchase”. Long story long; I hit the 2 week mark and checked on my delivery status. All it displayed was “Status: Bifrost 2 ships 7-10 days”. Well its been 13 days, whats up? Cut to my emailing CS yesterday. I receive an email that says and I’m paraphrasing here " Due to an unforeseen delay. Your order will ship May 27th". To me this is a significant issue and one I felt should have been relayed to any customers affected. After a couple more emails detailing my annoyance with the lack of communication; I decided to cancel my order. The reason? It came down to feeling like the company didnt care enough about me as a customer. It all came across as “you should be happy we even allowed you to buy our magnificent product because we are so much better than you” at least in feeling. Now I know they have a CS team of like one person and that we are all human and fallible, but a simple “We regret to inform you that your order had been delayed until May 27th. We apologize for the inconvenience caused by this unforeseen delay” would have retained my order. Im sorry to fume here guys, but I spent $1600 CAD + whatever UPS brokerage and duty is, I feel its justified to expect a better customer forward attitude than was received. My money will now most likely go into a set of Argon MK3 and maybe in a couple months a set of Focal clear MG.
TLDR: Schiit has shit customer side interaction and retention. Canceled my Bifrost 2 and Jotunheim 2 and probably wont go back because of this. I apologize if im coming off as an entitled douche, but I’m a bit of a fickle bitch when it comes to who I chose to business with and customer service retains me better than just having a good product.