Category Archives: Customer Experience

Making sure you get your Salamander in perfect shape

Ensuring that your cabinet comes through the shipping process in perfect condition is part of our job and Salamander’s commitment to quality (and the joy of its customers).

Many of our goods are large and complex in shape and form and won’t simply “fit in a box”. What to do?  Well, if you’re Salamander – you design your own custom cartons and design ways of packaging and securing your products. Which, in short, is exactly what we’ve done.

Wrapped, packed, padded, protected and wrapped again – packaging for shipment is a science we’ve mastered.

This return shipment traveled from Connecticut to California and then back to Connecticut. It’s clear that these cabinets were fully secured and protected for their long voyage – the palette took a good hit though!

Making sure our goods get to you in perfect shape is no joke and it doesn’t happen by accident.

Making sure you get what you ordered and that it is delivered in perfect shape – is just one of the reasons why Salamander Designs is coming up on its 25th year in business.

Customer Experience Spotlight: Synergy 703 Audio Tower

We love getting feedback from our customers! It’s one of the keys to our innovation process, since the more we learn what people like and dislike about our products, the more we can develop new audio visual furniture products that meet the needs of AV enthusiasts. And the more we learn about the end-to-end customer experience, the more we can look for ways to improve that experience.

With that backdrop we wanted to pass along this kind note Sal recently received from a customer named Duane, who wanted to share his experience after purchasing and assembling a Synergy 703 Audio Tower. We trust that Duane is sitting comfortably in his man cave right now, enjoying good music, good wine, and a happy retirement!

Salvatore,
When my wife and left our California home after many decades to move to a retirement community in Scottsdale, AZ, I brought with me my old stereo equipment: turntable, cassette player, CD player, tuner, and JBL Studio Monitor speakers. My wife outfitted my ‘man cave’ with good Ethan Allen furniture so I started a search for a cabinet for my equipment, but most of the things I saw were cheap or glass/chrome, etc., and not up to the other furnishings. Someone tipped me off that if I wanted top of the line I should check out Salamander Designs, which I did. I found your local dealer, Dedicated Audio, LLC here in Scottsdale and called them. A most friendly and competent salesman, Matt Wyatt, took my call and order over the phone. To save shipping expense he thought I’d like to assemble the cabinet. Normally I’d decline but the money made the decision for me.

I charged the $1,835 and waited only a couple of weeks before the two boxes arrived, weighing 200+ pounds. I’m ‘retired’ and decided that Matt’s comments of “a couple of hours to assemble” might apply to a more handy, younger man than I … and what the hell, I’m supposed to be retired so I decided to take my time. I did just that! Think two weeks.

Salamander Synergy Audio Rack customer project Feb 2015

I was impressed with the quality of the materials and the excellent and clear assembly instructions. I got to the last step and realized I didn’t have the top four bolts to secure the top piece. I called your factory rather than the dealer and talked to Joe. He couldn’t have been nicer and somehow we established that we both had a Syracuse, NY connection. Central New York folks take care of each other! Anyway, Joe said that he’d send the missing bolts via 2nd Day Air. Would you call that SERVICE? Got them and finished the job, and here’s the proof:

I normally wouldn’t take the time to write such a wordy note, but I was impressed with your “Dear Valued Customer” card that came with the bolts. I spent my working life in sales/marketing so I respect good operations when I experience them. You have an excellent distributor in Dedicated Audio and you sound like a helluva executive of a quality company.

If you ever get out to Great Scottsdale, give me a call and come by and listen to my stereo while I pour you a glass of wine and thank you and your company in person.
Ciao,
~ Duane W.

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Read other Salamander stories that have been shared here, and share your own. Haven’t experienced the Salamander Difference yet?  Visit a local Salamander dealer and start writing your story today …

Some details on the Synergy 703 Audio Tower:

  • Snap-on hinges fully extend doors, remove easily for better in-cabinet access
  • Doors have soft-close dampeners
  • Solid wood door frames with perforated steel panels permit IR signals, add ventilation, mask speakers
  • Infinitely adjustable shelves
  • Anodized aluminum support skeleton
  • Removable rear panels permit easy access to components and wiring
  • Heavy-duty, non-marking, leveling feet
  • Various accessories allow for great design flexiblity
  • Lifetime warranty