cognitive77
CAGiversary!
I wanted to share my experience as a way to share some light on how companies think they should treat customers. First, a little about my personal behaviors as a customer/business owner. I’m a very level headed person who always tries to understand the an entire situation before passing judgement. I’m never the first to complain, but do feel it is important to share feedback with business owners/companies so that they can improve their processes/products (and I respect that from my customers as a business owner).
My story begins with me noticing no low end frequencies coming from my Klipsch RW10d home theater subwoofer last late November/early December. I called in to Klipsch tech support and was provided with prompt tech support over the phone. We tried replacing the subwoofer fuse, but that didn’t’ resolve the issue. It was determined from Klipsch tech support, that I’d have to send the subwoofer in for repair. I purchased the subwoofer in July of 2008, and was told by Klipsch that this would be covered under their warranty, as long as it was purchased from an authorized reseller. The subwoofer was purchased from 6ave electronics (http://www.6ave.com), who are an authorized reseller of Klipsch products. I contacted 6ave electronics via email to inquire about how to go about sending my subwoofer in for repair. You can see my full email correspondence below:
“Hello,
I purchased a Klipsch subwoofer on July 25th, 2008. The order was placed through Amazon/6ave (Amazon order number 104-3502172-4497025) I chose Klipsch after doing an extensive amount of research online. I'm very particular and thorough when it comes to larger purchases like this, and my wife and I enjoy our "theater" time with the setup I've pieced together. The Klipsch surround sound has exceeded my every expectation, to the point to where we don't frequent theaters much anymore.
It was just recently that I noticed a lack of low bass coming from my stereo. Upon checking out my Rw-10d sub, I noticed that the digital display was not lit up. I removed the power cord from the multi outlet strip and plugged it into a dedicated, separate outlet, but still it wouldn't power up. I unplugged the power cord from the back of the sub box, flipped the power switch from ON to OFF and back, to no avail. I've owned many subwoofers in my life, whether they be car or home audio, and have never had one fail on me (let alone fail just shy over a year).
Any help would be greatly appreciated on this matter. With the weather cooling down here in the Midwest, my theater is my one and only warm retreat
”
And 6ave response below:
“Dear Chris,
Thank you for your email. As stated on our website we have a 30 day return policy, so at this point we can not return this item. If it was in the 30 day policy we would have gladly returned this for you. We would have serviced it for you because we are authorized by Klipsch but you exceeded that 1yr warranty also. You would have to contact Klipsch at 800-554-7724. If you need further assistance with 6 Ave Electronics please contact us at 1-877-684-2831, Prompt 3. Sorry for the inconvenience this may have caused you. Thank you.
Happy Holidays!
Sincerely,
Customer Service”
After contacting Klipsch again about the confusion, they instructed me to contact 6ave via phone to inform them that it would indeed be covered under warranty. After calling in to 6ave, they agreed that it would indeed be covered and gave me specific instructions on how to mail the subwoofer in. Those instructions involved: double box the subwoofer, insure the subwoofer for shipping, pay for signature upon receipt of subwoofer and that I can expect to receive the subwoofer back 4-6 weeks after they have received the subwoofer. I drove 30 minutes to a local UPS shipping location and paid $164.96 to have the subwoofer shipped (this was my only option after inquiring for box options at my local USPS, UPS authorization center and a local business that didn’t have clean boxes available). The tracking number verified that the subwoofer was delivered on 12/7/2009. After waiting 6 weeks, I sent an email to 6ave (and copied Klipsch onto that email) inquiring about the repair status and/or when I’d could expect to receive the subwoofer back. Below is my email to them:
“Hello,
I wanted to follow up on a subwoofer I had sent off for repair to 6ave. I was told that the repair time would be 4-6 weeks. 6ave received the Klipsch subwoofer on December 7th. The tracking number on the subwoofer to 6ave was: 1z3412x34226705876. Would there be any way that I could get an update on the status of it's repair?
Thanks”
6ave replied back, but didn’t bother to copy Klipsch on to their reply. Their correspondence is below:
“Dear Chris,
Thank you for your email. In regards to your order, unfortunately I do not have any status of the repair for this product. We received it on the 9th of January and was transferred to the service center. I greatly apologize for the inconveneince you may have experienced as well as the delay on your email response. Once the item has been repaired it will be shipped out to you right away. Thank you.
Sincerely,
[email protected] 877-684-2831”
Me being confused, I sent an email to clarify on the date that they had actually received the subwoofer.
“Just to clarify, did 6ave receive the subwoofer on January 9th or December 9th ?
Chris”
And 6ave’s response below:
“Dear Chris,
Thank you for your response. In regards to your order, I greatly apologize for the misinformation. We received the unit on December 9th. Thank you.
Sincerely,
[email protected]
877-684-2831”
6ave didn’t bother to send any of their replies to Klipsch. But seeing as how Klipsch obviously values their products enough to warrant authorizing resellers, I thought I’d forward these replies on to Klipsch, but haven’t gotten a reply back from them.
Now, to me, it’s just a little irritating being told that “we have no idea where your product is in regards to the repair process and we can’t tell you when you’ll get it back”. My point being, that I wanted to share my experiences with Klipsch and 6ave. Now don’t get me wrong, I love my Klipsch products. I’ve got a full 5.1 HT surround sound and an iPod Klipsch docking station. But maybe posting this elsewhere to get exposure will give 6ave/Klipsch enough incentive to treat their customers better.
My story begins with me noticing no low end frequencies coming from my Klipsch RW10d home theater subwoofer last late November/early December. I called in to Klipsch tech support and was provided with prompt tech support over the phone. We tried replacing the subwoofer fuse, but that didn’t’ resolve the issue. It was determined from Klipsch tech support, that I’d have to send the subwoofer in for repair. I purchased the subwoofer in July of 2008, and was told by Klipsch that this would be covered under their warranty, as long as it was purchased from an authorized reseller. The subwoofer was purchased from 6ave electronics (http://www.6ave.com), who are an authorized reseller of Klipsch products. I contacted 6ave electronics via email to inquire about how to go about sending my subwoofer in for repair. You can see my full email correspondence below:
“Hello,
I purchased a Klipsch subwoofer on July 25th, 2008. The order was placed through Amazon/6ave (Amazon order number 104-3502172-4497025) I chose Klipsch after doing an extensive amount of research online. I'm very particular and thorough when it comes to larger purchases like this, and my wife and I enjoy our "theater" time with the setup I've pieced together. The Klipsch surround sound has exceeded my every expectation, to the point to where we don't frequent theaters much anymore.
It was just recently that I noticed a lack of low bass coming from my stereo. Upon checking out my Rw-10d sub, I noticed that the digital display was not lit up. I removed the power cord from the multi outlet strip and plugged it into a dedicated, separate outlet, but still it wouldn't power up. I unplugged the power cord from the back of the sub box, flipped the power switch from ON to OFF and back, to no avail. I've owned many subwoofers in my life, whether they be car or home audio, and have never had one fail on me (let alone fail just shy over a year).
Any help would be greatly appreciated on this matter. With the weather cooling down here in the Midwest, my theater is my one and only warm retreat
”And 6ave response below:
“Dear Chris,
Thank you for your email. As stated on our website we have a 30 day return policy, so at this point we can not return this item. If it was in the 30 day policy we would have gladly returned this for you. We would have serviced it for you because we are authorized by Klipsch but you exceeded that 1yr warranty also. You would have to contact Klipsch at 800-554-7724. If you need further assistance with 6 Ave Electronics please contact us at 1-877-684-2831, Prompt 3. Sorry for the inconvenience this may have caused you. Thank you.
Happy Holidays!
Sincerely,
Customer Service”
After contacting Klipsch again about the confusion, they instructed me to contact 6ave via phone to inform them that it would indeed be covered under warranty. After calling in to 6ave, they agreed that it would indeed be covered and gave me specific instructions on how to mail the subwoofer in. Those instructions involved: double box the subwoofer, insure the subwoofer for shipping, pay for signature upon receipt of subwoofer and that I can expect to receive the subwoofer back 4-6 weeks after they have received the subwoofer. I drove 30 minutes to a local UPS shipping location and paid $164.96 to have the subwoofer shipped (this was my only option after inquiring for box options at my local USPS, UPS authorization center and a local business that didn’t have clean boxes available). The tracking number verified that the subwoofer was delivered on 12/7/2009. After waiting 6 weeks, I sent an email to 6ave (and copied Klipsch onto that email) inquiring about the repair status and/or when I’d could expect to receive the subwoofer back. Below is my email to them:
“Hello,
I wanted to follow up on a subwoofer I had sent off for repair to 6ave. I was told that the repair time would be 4-6 weeks. 6ave received the Klipsch subwoofer on December 7th. The tracking number on the subwoofer to 6ave was: 1z3412x34226705876. Would there be any way that I could get an update on the status of it's repair?
Thanks”
6ave replied back, but didn’t bother to copy Klipsch on to their reply. Their correspondence is below:
“Dear Chris,
Thank you for your email. In regards to your order, unfortunately I do not have any status of the repair for this product. We received it on the 9th of January and was transferred to the service center. I greatly apologize for the inconveneince you may have experienced as well as the delay on your email response. Once the item has been repaired it will be shipped out to you right away. Thank you.
Sincerely,
[email protected] 877-684-2831”
Me being confused, I sent an email to clarify on the date that they had actually received the subwoofer.
“Just to clarify, did 6ave receive the subwoofer on January 9th or December 9th ?
Chris”
And 6ave’s response below:
“Dear Chris,
Thank you for your response. In regards to your order, I greatly apologize for the misinformation. We received the unit on December 9th. Thank you.
Sincerely,
[email protected]
877-684-2831”
6ave didn’t bother to send any of their replies to Klipsch. But seeing as how Klipsch obviously values their products enough to warrant authorizing resellers, I thought I’d forward these replies on to Klipsch, but haven’t gotten a reply back from them.
Now, to me, it’s just a little irritating being told that “we have no idea where your product is in regards to the repair process and we can’t tell you when you’ll get it back”. My point being, that I wanted to share my experiences with Klipsch and 6ave. Now don’t get me wrong, I love my Klipsch products. I’ve got a full 5.1 HT surround sound and an iPod Klipsch docking station. But maybe posting this elsewhere to get exposure will give 6ave/Klipsch enough incentive to treat their customers better.
