Monitor Audio Reviews 64

A barely used monitor audio w10 sub has stopped working for no reason. Monitor audio support are now ghosting me, and said that even though it’s under warranty they won’t help as I can’t prove I bought it new

I’ve since contacted them a number of times to try to understand if I can pay to get it fixed or what they recommend, and they literally won’t respond any more. I’m stunned

I’m so so disappointed that a supposedly high end speaker company has given me worse customer support than any other company I’ve dealt with

I strongly urge you to check Google for broken w10 subs. I’ve contacted a few repair places and they’ve all said they’ve repaired many of this model and it’s an extremely common failure. So common that they have replacement parts in stock ready to repair. Sadly the repair is 30% of the total product cost so not worth it

Gutted

UPDATE AFTER THEIR RESPONSE:

They replied to my initial requests saying that it won’t be covered by warranty but they did not reply to any of my following 5 replies. And after I asked for the complaint procedure they didn’t help so I asked again for the complaint procedure - and they ghosted me again. It could be that their email system doesn’t receive replies but despite what they say below they have NOT replied to my follow up support replies and given the patronising tone of their reply below they deserve the one star response

I recently purchased some Monitor Audio Silver 100 (7g) speakers from Richer Sounds. They are paired with my Quad 44 pre amp and the quad 606 power amp. The speakers match very nicely with my setup and room. Originally I had some kef 104/2 reference speakers and these MA silvers are far superior to the kefs and I, also, have a happy wife now that these monitor beauties are more aesthetically pleasing. Very Happy indeed that classical through to jazz and rock sound great at all volumes. Thanks Monitor Audio !

I had an issue with my 24 year old roksan caspian cd player. I spoke with Tom and he said that due to the age they might not have the parts. When I explained what the issue was he send me a free drive belt and instructions of how to fit it. And it worked. I was fully prepared to pay for it to be serviced but his focus on customer before profit was fantastic and unexpected. Well done Tom and Monitor Audio/ Roksan. I have been a user and fan for over 30 years and this just reinforced why. Great products go hand in hand with great customer service.

I moved from dali speakers last December and have to say a wise move first off purchased the bronze 100 6G from the beginning before fully burned in noticed so much more but the main reason the review being a huge positive is the customer service a kind gent called chris. I went to them for a solid recommendation for the additional subwoofer I have never experienced such a truly great assistance and truly giving care to a customer

My Roksan Kandy K2 amplifier blew up for the second time recently. Output MOSFETS all short circuit. It is well out of warranty but Tom at MAG arranged for the parts to be sent out to me free of charge. I have decades of repair experience and they were happy to let me do it which is excellent.

I sometimes play at very high volume and whilst this amplifier is nicely made and performs well, its heatsinking arrangement isn't quite up to the job.

I don't want to scrap it.

First class service..

I have a Monitor Audio sub woofer which has been utterly dependable for 10 years and it gets used every day

Very good product to wall mount their excellent Bronze speakers.
Easy to fix.
Some guidance as to suggested screw sizes for different constructions and spanner size would be a useful bonus.

Tom from MAG Technical Services Team is the best customer service representative I've ever dealt with.
He sourced an obscure part super quick and posted it straight away.
I highly recommend Monitor Audio products and their customer service.

Why buy hifi kit from a particular manufacturer? Sound quality, build quality, features, price... all important parts of the consideration and well covered by hifi magazines, blogs, YouTube reviews and all the rest.

What rarely gets a mention is the quality of the support and the company behind the gear. In that respect, Monitor Audio has proven to be outstanding. I've twice had cause to contact their support - once a few years ago for a query about setup of my Apex speakers, and a few days ago because one of those speakers suddenly started sounding terrible.

In both cases support was outstanding in every respect. For the recent problem, a weekend email received a Monday morning reply with proposed solution (replace the mid/bass driver), and the replacement driver was with me 4 days later - problem solved. The price for the replacement was very reasonable (a little over 10% of the speaker's full price, including shipping) too.

In case any one reading this has concerns for Monitor Audio speaker reliability, the problem speaker is about 10 years old and the problem coincided with changing amps and wiring so most likely something I did caused the problem.

While I wouldn't buy speakers just for the after sales support - they have to sound and look good too! - Monitor Audio speakers will be at the top of my audition list for any future purchases... quality support is so important for a product one expects to use for many years.

After trying 3 monitor audio platinium 15 all of them failed.Changed the amplifier in two of them and after only weeks they failed.Completely waste of money.
Played only 50% volume.

Great service, wrong item ordered and they've sorted no problem.

Ordered speaker brackets from Monitor Audio and they arrived within two days and are very good quality, all metal and no plastic. Very pleased with the service. Thank you.

Have many of their superb speakers round the house always been superb vfm and sound amazing , look great too

Highly recommended Chris
from technical was very helpful will always deal with them thanks

Wanted a new tweeter for my Monitor Audio 8s bought one a few years ago it cost £70 then i enquired about another one last week i couldn't believe when i was told it would cost £120 how is this justified i was told that the speakers are so old they don't have many tweeters left that why the cost is high surly this is a example of pure greed.

Excellent and quick service. High quality subwoofer!

I had a problem with one channel on a Roksan Kandy Power Amplifier. I contacted MAG for repair details and they sent out the packaging and repaired and returned the unit very efficiently. They were very professional and fast in their responses.
Its a delight to deal with a well established British company with excellent products and services.
Many thanks to the team there

Quality Product and perfect support service.
I bought a complete Radius System 5 years ago and it has performed perfectly. Quality of the walnut finished units is exceptional, I love this system.
Unfortunately my Radius Sub 380 amp failed. I contacted Monitor Audio just before Christmas in the hope that it would be possible to repair. It was out of the warranty period. The support line was immediately answered and Chris spent time to talk through the problem. In the end it was agreed that the amp had failed. Even though it was out of warranty they said they would send a new amp. This has just been received and I have fitted myself. All is now well. Monitor Audio went that extra mile. I would recommend this company to everyone.

The best hifi company in the world! So friendly and helpful and make the finest audio equipment known to man. I’ve got a full 7.1.4 atmos system of their kit and it’s stupendous. Even better is their customer service, as one of my ceiling speakers had a faulty bass driver and despite buying them over two years before from a defunct shop (and I’d lost the receipt), they took it back and fixed it then got it back to me in no time. I will always go for their equipment first. I also have a Roksan amp from the group which is brilliant.

I recently needed to call Monitor Audio for support with a Bronze W10 that wouldn't turn on, just giving a flashing green light when turning the power off. I got through to Chris who helped me out. He made the whole thing easy, called me back with information and arranged a replacement part which arrived really quickly. I was given the option of returning the unit to the supplier for repair or just receive the part and instructions. It was easy to fix and Chris gave great guidance, all covered under warranty. The speaker is now up and running and I couldn't be happier! It was really refreshing how smoothly it was handled with them finding details and sorting everything out.
A really big thank-you from me! :-)