When i had to deal w/ Kennerton, they only responded to emails every 2 weeks +/-…want to talk about frustration 
. I had to deal with that bullshit on 3 separate occasions. My only other option was to give up and ultimately lose out on $2k worth of products and almost 2 years of back and forth efforts. 
Patience prevailed but it sucked along the way and lesson learned.
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The issue is it only really makes sense to pull the plug on the engagement if you either don’t think you’ll get what you want or you have a good alternate source.
Peter has never ghosted me, but personally I’m in the camp of I won’t order from Peter, unless he has a product I don’t think I can source an equivalent of somewhere else, and I can live with the hassle.
I play the game, of reminding him I exist through the process.
But in the end I’d dispute the transaction if it came down to him being none responsive to a fix for delivery of a cable I wasn’t happy with. And that would likely be the last one I ordered from him.
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I second on that. There is a point where it is ridiculous. Now i know to avoid this company. I am also patient and understanding, but the lack of the communication is crossing the line
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I feel like 0 communication is shockingly common in this hobby. My aic was months of hearing nothing even when reaching out, I know a buddy of mine is waiting for a 5 figure dac and the manufacturer won’t even give the dealer any info on a time frame, and have several other similar stories. Tbh, I feel like in the high end good communication is less likely than bad which kinda Blows
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You can’t have it both ways though, if you’re telling people you’re always available for new product purchase inquiries. I agree it’s a hobby thing and it’s way too common but it’s an easy remedy for a vendor so why they don’t do the bare minimum is inexplicable. We already accept the wait times it solves nothing to compound the problem with lack of communication.
Zack has his spreadsheet which is updated every now and then. A simple automated response to received emails, talking even an hour a week to respond to emails, whatever works for them as a business. Hell hire someone for $15 an hour to come in once a week to respond to emails with a boilerplate letter. There are simple solutions and I guess it’s up to the customers to demand better or they’ll never change the poor business practice if people don’t complain about it.
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I am not saying it’s acceptable at all. Its pretty well my biggest complaint about the hobby tbh. Was just trying to comeserate about how shockingly rampant and wide spread it is
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Firstly, this thread should be renamed “Dealing with Peter” lol, secondly I also think it’s an important distinction that most of the complaints here are dealing with a manufacturer not a dealer, and from my experience it’s a lot more common to get worse service directly working with a mfg than a dealer (who basically have to survive on the merits of their service where mfg survive more on the merits of their products)
DHC wise though, personally really like the higher end DHC and don’t think there’s too many alternatives, however actually getting ahold of one with reasonable time and communication genuinely looks like luck of the draw overall. I’ve personally had decent experiences getting cables though him, but I’m also the type of person to be fine waiting for something I want specifically, and also not someone to keep in contact with them either.
I agree that there’s way too many hifi mfg that are like this too, but that also doesn’t make what DHC communication has been like acceptable either. That being said, I highly doubt Peter is like this for any sort of malicious reason and more likely just poor planning, logistics, communication skills, what have you, he really needs a dedicated person to handle this stuff for him
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Yes I absolutely agree, the thread title is misleading, and I considered renaming it more than once.
I’ve never heard of a dealer whose stuck around, whose communication was less than stellar, their entire business is relationships.
Edit - I’ve renamed the thread.
Agreed it’s pure incompetence in handling the customer facing part of the business, but again that’s not an excuse, and you have a limited time to dispute a transaction, with either a CC company or Paypal, his lead times already run you close to that, so if he’s not actively communicating that he’s working to resolve the issue, I’d dispute the transaction after warning him that’s where I was at.
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This is the reason that they simply can’t have type of business practice. The customer assumes all liability by taking the patient approach.
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Just Fwiw, has anyone here asked Peter for a refund? Tbh he has never struck me as the kind of person to refuse that.
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So i got a response this morning basically saying to keep and use the cable i have now and he will update me when the new one is done. This is also the only response i recieved with a full signature and alternate email.
He just seems to have periods of no response between periods of responding within an hour or two.
Dealing With Dealers has a better ring. I was also hoping that this would be a bit more general and would also include good dealings or experiences with dealers (as they have been a bit more villainized as of recent.)
I dont think so either, and would agree on needing the extra hand. I also assume all of these type of sellers get a lot of “where is my shit!?!” emails, whether it is their fault or not. I emailed Peter only once after the order was placed and it was to say Happy Holidays/New Year to which he responded the cable was going to be done any day now, which i responded that i only wanted to wish him a merry season.
This thread was really to get takes from others with a clear mind, as taking action while being aggravated can cause people (me) to maybe be a little too much with stuff
Tbh this has also been just one of many things. I ordered boots in early october for winter. They arrived in january and one was built wrong. It was sent back, it took them 2 weeks to acknowledge and at least another 2 for a rebuild. Winter will be over by the time theyre done. I also ordered a special wine for a friend Christmas gift in september. It was 2 weeks before christmas and it was MIA. I email them and it took a week to get a generic email back. It arrived mid january and then last week they sent an email saying they dont see the issue as it looks like it arrived and literally put 
emojis on it.
I try to come from the angle that everyone is doing their best. Which, you can usually tell when they are not.
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There is something on his site about refunds and losing 4% because of CC fees, and issues with disputes.
I dont think this is in that realm. And I would like a cable that fits my specs as nicely as the one i mocked up with Peter. But at this point i would be equally as happy to get a refund and grab a certain C15 and save a huge chunk of cash.
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But as pointed out Peter isn’t even a dealer, he’s a manufacturer who sells direct to consumers.
Did I miss something?
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I think it has been pointed out, and i think it is a good point, that more recently dealers tend to get trash talked or spoken about as snake oil pushers. Or they are taking on more of that sleazy used car salesman stereotype in the “internet’s” eye. I think the used gear push prevails often here but many also have very good relationships with dealers and manufacturers. And it may be worth talking about how they got there vs just “i bought a bunch of stuff from them.”
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That’s how it usually works, or at least an obvious opportunity for them to sell you a bunch of stuff, helps to be friendly as well, or introduced by someone with a good relationship with them.
At the end of the day dealers have to move stuff, and good customers are something they want to cultivate, your not going to get the same deal walking in off the street as someone who’s dropped $50K in there.
Musical instruments always worked the same way, the store I usually shopped at for guitars would show me what they paid for it (if I asked), and just give me the lowest price they could without any negotiation, but you can be damn sure they didn’t do that for everyone. And I spent 10’s of thousands of dollars in there, and had a good relationship with the sales guy who got all of my business.
Many years ago, when I was in College, I had a relationship with a dealer in the UK that was based on what the group of people I hung out with spent, because we talked to each other, and the dealer new it, that dealer let me return a turntable after owning it for a month for 100% of the purchase price on a trade in for an upgrade. But again not the same thing someone off the street would get.
Short version it’s as much about what the dealer thinks you will spend in the future, as it is about the deal you are negotiating now. Good dealers foster relationships, and live and die by repeat business.
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I second parts of this. I was introduced to a few dealers by long time customers and that helped with the initial relationship. From there on out though it’s about you and how you handle personal connections and of course how much you spend. It’s a transactional relationship but a win-win imo.
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When we were talking about this on the teamspeak this also came up. I mentioned how nyc would have a bunch of good shops. One of them were two shops across from each other and one would give you one price and when you went across the street they would say “nah we can beat that guy!” meanwhile it was the same owner for both.
But music and audio shops seem to be slimmer. There is still Rudy’s, and if i am looking for an instrument I will go through my luthier friend, who as you mentioned has good relationships (and bailed out) many of these shops. I think with less dealers and less of that interaction in general, there is less courtesy from both sides. Buyers wanting the lowest price on an instabuy, and dealers feeling their time is wasted by most.
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I send my HiFi dealer a birthday gift, and a Christmas gift every year. Somedays my GF feels like she competes for my affections over him 
. I also remember to call him on his Mother’s Birthday to wish her well. Courtesy and kindness goes a long way in maintaining a friendship and working business relationship.
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So an update.
A bunch of time has passed (nearly 3 months) since Peter said he would remake the cable. I emailed him to basically say I am done and please refund me. It took a few emails to nail it home as he kept saying ok ill be done soon.
When it hit home he said oh it is actually a “warranty issue” sorry the sale is final. I argued that is like saying i ordered a new car and it came in the wrong color and trim option, it is just wrong warranty or not and I am still missing parts of the order. I stated that it is a huge chunk of money to be out and ill need to look at what i can do to protect myself. He changes his tune and offers to let me keep the cable he is making me AND the cable he already sent me, and he sill get started on it the following week. I just say ok but I need to see this in a week or two or else i have to protect myself.
Despite his offer i dont trust Peter at this point so i go to the bank to see if there is anything i can do. They tell me yes, i still have some time so i start a claim but have them hold off pursuing it as I want to give Peter one last chance to make good on his word. (They also sent me documents to fill out but it was broken and only displayed a transaction from 2021)
His stated 1 week time frame passes and i message asking if everything is still ok or if there were issues. He says he just got back from disney and everyone got sick. I bite my tongue on the fact he said he will work on it but was on a trip. I wish him and his family a fast recovery and let him know ill check next week. The next week i check in and it’s “being worked on”. I suspect it is just an excuse until later that day Peter sends pics of it. He sends it out later that friday and I have it Monday.
He also offered to swap out the “gold” rings and reterminate the older cable noting it can only be a 3.5mm headphone. I respond and say “great i have a d8kple, i will cover retermination cost and shipping, please just let me know where to send.” aaaand I have not heard back since…
Normally i would end it there but here is the kicker, STILL NO ADAPTER! He said the adapter was done, and i mentioned it on emails but i dont even know.
I am not sure what to do and would like some advice.
Do I take my “win” of 2 cables for the price of 1 and just run?
Do I try to reach out and ask for it again?
Do I ask for a refund just for that piece?
See if my claim period is still open and speak to the bank and see if they can put in a claim just for the amount of the adapter?
I have decided that instead of screwing around with the other cable I am going to sell it. Someone is going to get a sweet deal and avoid 6+ months of headache. I just am too burnt to deal with this silliness and i am swearing off DHC for the foreseeable future.
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Fool me once, shame on you.
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