Joined: Nov 2009 Gender: Male Posts: 4 Location: Louisville, Kentucky
Replace or Repair « Thread Started on Nov 7, 2009, 10:54pm »
Purchased a upa-7 at Emofest, which was great, and finally got it hooked up a couple of weeks ago. Unfortunately one of the channels on the amp was bad out of the box.
I called at got a return number and sent it back. Three weeks later I called to get a status and found out they were waiting for a part to repair the amp.
Was wondering from those who have dealt with Emo in the past if they should be repairing my amp or sending me a new one. Isn't that what B-stock is? I also thought that Emo was known for their customer service, not sure if this is an example!? Thoughts appreciated.
Joined: Oct 2009 Gender: Male Posts: 211 Location: Brampton, Ontario, Canada
Re: Replace or Repair « Reply #2 on Nov 8, 2009, 12:27am »
I wouldn't worry a bit! Anytime i have needed a question answered, placed an order or even requested an RMA they were quick to "git 'er done!" E Z P Z
Out of all the companies i have dealt with in my life, seem's like they have wicked customer service! I have dealt with Chris, Cathy & Lonnie and they are/were all excellent! Don't forget i live in an IGLOO in Canada to boot! lol
Re: Replace or Repair « Reply #3 on Nov 8, 2009, 8:59am »
My personal expectation for any dead on arrival audio gear is a quick, new in box replacement. Given the extensive bloviating on this forum about Emotiva's customer service, I am very suprised that it wasn't swapped. Perhaps the forum hasn't presented the Emotiva support in a in a balanced, objective manner.
"I wouldn't worry a bit! Anytime i have needed a question answered, placed an order or even requested an RMA they were quick to "git 'er done!" E Z P Z "
He isn't worried about being under-serviced, he IS being under-serviced. A three week delay only to have to call to get a status on a DOA amp that is waiting on a part is bad service. Period.
FYI, you should have talked to Roadrunner at Emotiva when you called in the problem as he seems to be the point person for service issues.
My personal expectation for any dead on arrival audio gear is a quick, new in box replacement. Given the extensive bloviating on this forum about Emotiva's customer service, I am very suprised that it wasn't swapped. Perhaps the forum hasn't presented the Emotiva support in a in a balanced, objective manner.
"I wouldn't worry a bit! Anytime i have needed a question answered, placed an order or even requested an RMA they were quick to "git 'er done!" E Z P Z "
He isn't worried about being under-serviced, he IS being under-serviced. A three week delay only to have to call to get a status on a DOA amp that is waiting on a part is bad service. Period.
FYI, you should have talked to Roadrunner at Emotiva when you called in the problem as he seems to be the point person for service issues.
There is a 30 day trial for a reason. Personally, I would have hooked the UPA-7 up within the 30 day trial just to make sure all was good, but unfortunately & apparently the OP did not. Thus this falls under a warranty issue. As for "RoadRunner" taking care of the issue, he doesn't work for Emotiva, which tells me you don't frequent the forum enough to be making "bloviating" responses yourself.
To the OP, Have you talked with Emotiva about whether they should be sending you another UPA-7? If so, did they explain the reason for the route they are taking? B-stock is previously repaired or sent back amplifiers which can not be sold as A-Stock. From what you have told us, it sounds as if you are receiving proper treatment in your matter. I'm not sure what you are expecting from the forum members other than reassurances that Emotiva is treating you fairly, which it sounds as if they are.
My personal expectation for any dead on arrival audio gear is a quick, new in box replacement. Given the extensive bloviating on this forum about Emotiva's customer service, I am very suprised that it wasn't swapped. Perhaps the forum hasn't presented the Emotiva support in a in a balanced, objective manner.
"I wouldn't worry a bit! Anytime i have needed a question answered, placed an order or even requested an RMA they were quick to "git 'er done!" E Z P Z "
He isn't worried about being under-serviced, he IS being under-serviced. A three week delay only to have to call to get a status on a DOA amp that is waiting on a part is bad service. Period.
FYI, you should have talked to Roadrunner at Emotiva when you called in the problem as he seems to be the point person for service issues.
well its is DOA but he bought it in september hence its taking a little longer than a typical DOA.
-Vienna Acoustic Mozart Grand mains in rosewood -Vienna Acoustic Maestro Grand center in rosewood -Emotiva ERD-1 surrounds -MFW-15 w/ rosewood faceplate
Joined: May 2008 Gender: Male Posts: 1,320 Location: NORTH CAROLINA
Re: Replace or Repair « Reply #7 on Nov 8, 2009, 2:51pm »
ttcobra
RoadRunner here. I would be honored if I did work for Emotiva, but, alas, due to medical problems I have not been able to work for the past 20 years. Emotiva is a "class" operation and is the type of company I wish I had been fortunate enough to find during my working days. Emotiva's philosophies for doing business would be a perfect fit. Their integrity is beyond reproach.
Since I appear to be the "lead man" for Emotiva's customer service, maybe I should ask that they send me product in lieu of a paycheck. Let's see, I'll take an UMC-1, a XMC-1, a couple of UPA-1 amps, and....
Oh, well. Time to stop daydreaming... it was a nice fantasy while it lasted. lol
Joined: Nov 2009 Gender: Male Posts: 4 Location: Louisville, Kentucky
Re: Replace or Repair « Reply #8 on Nov 8, 2009, 5:07pm »
I certainly should have tested my amp, so I guess it is my fault. However, I wasn't really ready to buy an amp as my home theater was in the midst of construction. The deal was so good at Emofest I pulled the trigger, although I guess it was $40 less of a good deal now since I had to ship it back. I hooked it up as soon as I had something to hook it up to.
I have not talked to Emotiva about my concerns because I thought this would be a good "forum" to see what I should have expected before I went down that road.
Additonally I wasn't really complaining about them waiting on a part per se, just that nobody let me know. Seems as if everybody, but one, thinks everything is as they would expect. I suppose I just expected a little more.
I certainly should have tested my amp, so I guess it is my fault. However, I wasn't really ready to buy an amp as my home theater was in the midst of construction. The deal was so good at Emofest I pulled the trigger, although I guess it was $40 less of a good deal now since I had to ship it back. I hooked it up as soon as I had something to hook it up to.
I have not talked to Emotiva about my concerns because I thought this would be a good "forum" to see what I should have expected before I went down that road.
Additonally I wasn't really complaining about them waiting on a part per se, just that nobody let me know. Seems as if everybody, but one, thinks everything is as they would expect. I suppose I just expected a little more.
Brice, As "RoadRunner" said, The Emotiva Crew is really easy to talk to, and most of the time will be able to work out something that will satisfy you as well. Having a toll free number works out in your favor as well, give them a call, 877-EMO-TECH, and see what they can do for you!!! Oh yeah, welcome to the Lounge!!!
Re: Replace or Repair « Reply #10 on Nov 8, 2009, 6:02pm »
"Hey, if they had to wait for a part they had to wait for a part."
No doubt, but they had new ones on the shelf and elected to not go that route in spite of the fact that it was a) DOA and b) 40 days from purchase. Clearly they followed their own policy and did the exact same thing that Sony, Onkyo, etc. would do (actually I've had Best Buy take back failed electronic s- computer even - after two months). Not unfair but also not consistent with the customer service touted on this forum.
"As for "RoadRunner" taking care of the issue, he doesn't work for Emotiva, which tells me you don't frequent the forum enough to be making "bloviating" responses yourself."
I am on here almost daily as I have bought two amps in the last 6 months (XPA5 on sale in March and XPA2 at Emofest) and am interested in the XMC-1. My comment on RoadRunner was in jest and is related to the fact that he is the single biggest product 'homer' I have ever come across on any equipment for any hobby. On 99% of the posts on this forum related to failed produts he responds immediately touting Emotiva's every virtue. See here:
"RoadRunner here. I would be honored if I did work for Emotiva, but, alas, due to medical problems I have not been able to work for the past 20 years. Emotiva is a "class" operation and is the type of company I wish I had been fortunate enough to find during my working days. Emotiva's philosophies for doing business would be a perfect fit. Their integrity is beyond reproach.
Since I appear to be the "lead man" for Emotiva's customer service, maybe I should ask that they send me product in lieu of a paycheck."
Based on your posts (including this one), I am shocked that this is not already the case.
Now to back up, I really, really like my XPA amps. They are world beaters at the price and have been a significant addition to my home theater. In the back of my mind I must admit that I am worried about them holding up. There are just too many "customer service" stories. Many, many more on a per forum member than I think is good. I guess the good news for me is that a large number of these are dead out of the box so mine passed that test. The five year warantee helps too. Time will tell...
Joined: Oct 2009 Gender: Male Posts: 211 Location: Brampton, Ontario, Canada
Re: Replace or Repair « Reply #11 on Nov 8, 2009, 6:53pm »
Not to minimize/justify the situation here but don't forget that they are extremely buisy at the moment trying to get a few product's finished and out the door in time for us at christmas Like i previously stated i'm not trying to justify/minimize but this should be taken into consideration
If it was me i would have picked up the phone straight away because i know from past experience how great they are and i can pretty much guarantee you thing's would have progressed more quickly.
Joined: Nov 2009 Gender: Male Posts: 4 Location: Louisville, Kentucky
Re: Replace or Repair « Reply #12 on Nov 8, 2009, 8:36pm »
You forget I did call in the first place, to get the return authorization. I explained the situation then.
I didn't want to call and "bitch," as I hate that attitude. Nobody has said, or wants to say, that they would expect a new amp so I guess at this point I will wait until the amp is repaired.
Additionally, no one has lead me to believe that what has happened is unexpected.
Emo-Nut - Extraterrestrial Psychosomatic Moderator
Joined: Nov 2008 Gender: Male Posts: 1,389 Location: Worshington State (SEA)
Re: Replace or Repair « Reply #13 on Nov 8, 2009, 10:34pm »
After reading ttcobra's bloviating attack on Roadrunner (which of course was just in "jest"), I must say I respect and admire Roadrunner and all his helpful posts.
He is definitely not shy about showing his glowing support and strong enthusiasm about the Emotiva organization and their products. He is extremely knowledgeable and helpful to any and all here at the Emotiva Lounge. He has very graciously helped me a number of times when I have sent him a PM on a particular issue. I for one am very pleased that Roadrunner is a member of the Emotiva Lounge.
Concluding that "There are just too many customer service stories" because he has read about them here, wow! Where do you think people would come to ask for advice, at the Bose forum? What about all the Emotiva customers who have never had any issues whatever and never mention that, duh? Then when a positive individual like Roadrunner tries to combat this type of sharpshooting he gets attacked for being "the single biggest product 'homer' I have ever come across on any equipment for any hobby."
Of course there are a number of people who come here for advice when they have a customer service issue. Unfortunately, if they had called Emotiva first on the phone, 95% plus of them would have found that they were wrong about their Emo product being the source of the problem or that Emotiva quickly solved their problem without ever having to even mention it here.
I have an Emotiva amp, speakers, CD Player and other accessories without a single issue. However, ttcobra is not aware of that or the thousands of others who have never had any customer service issues.
How many other companies have you seen where the president, his wife and the head design engineer frequently post at the forum to personally address issues?
Well, that's the end of my bloviating for today folks.
The One Who Dies With The Most Emo Toys Wins! Disclaimer: This poster is not responsible for any insults either directly or indirectly directed at any other Emotiva Lounge idiots unless specifically directed at said idiot.
Joined: Apr 2009 Gender: Male Posts: 935 Location: Waukesha, Wisconsin
Re: Replace or Repair « Reply #14 on Nov 9, 2009, 12:50am »
Electronic components do break from time to time..even the very best. I bought a brand new Threshold T-2 Preamp in 1994. I paid $5300.00 for it from my local dealer. At the same time I bought a PS audio Lamda CD transport and UltraLink II DAC. They totaled another $4500.00.
Guess what, within the first three months both the T2 preamp and the Lamda transport failed. Since I had bought from a local dealer I had been buying from for years..I took both back. They had to ship them both off to California for repair. It took two weeks to get the preamp back, and 4 weeks to get the CD transport back. They did not give me new ones off the shelf, they repaired the ones I had originally purchased as per their written warranty.
Joined: Oct 2008 Gender: Male Posts: 580 Location: Ireland
Re: Replace or Repair « Reply #15 on Nov 9, 2009, 5:50am »
I got a spare part for my XPA-5 shipped out to me in a timely manner, but I did have to keep on top ot it.
My guess is that they are indeed out of stock of the part and unfortunately due to the "busy period" have simply forgotten to make contact again regarding a time frame.
The simple answer is a quick call or mail to remind them, I did this after not hearing anything for a week and then got my part in double-quick time.
Folks are human, things get forgotten, send a reminder and ask for a time-frame.
3 x ERM-6.3 (all switches in standard (down?) position except -2 on the tweeter and all vertical 5 x ERD-1 (presence in di-pole mode, sides/rear in bi-pole) 1 x Monitor Audio ASW100 (5.1 + Yamaha presence and 6.1) XPA-5 Yamaha RX-V2500 Screen research AT 115" (16:9) Mitsubishi HC5000 Waiting for Emotiva subs (ERS-212), and XPR-7. Totally undecided about a replacement pre/pro - one above XMC-1 mayb
After reading ttcobra's bloviating attack on Roadrunner (which of course was just in "jest"), I must say I respect and admire Roadrunner and all his helpful posts.
He is definitely not shy about showing his glowing support and strong enthusiasm about the Emotiva organization and their products. He is extremely knowledgeable and helpful to any and all here at the Emotiva Lounge. He has very graciously helped me a number of times when I have sent him a PM on a particular issue. I for one am very pleased that Roadrunner is a member of the Emotiva Lounge.
Concluding that "There are just too many customer service stories" because he has read about them here, wow! Where do you think people would come to ask for advice, at the Bose forum? What about all the Emotiva customers who have never had any issues whatever and never mention that, duh? Then when a positive individual like Roadrunner tries to combat this type of sharpshooting he gets attacked for being "the single biggest product 'homer' I have ever come across on any equipment for any hobby."
Of course there are a number of people who come here for advice when they have a customer service issue. Unfortunately, if they had called Emotiva first on the phone, 95% plus of them would have found that they were wrong about their Emo product being the source of the problem or that Emotiva quickly solved their problem without ever having to even mention it here.
I have an Emotiva amp, speakers, CD Player and other accessories without a single issue. However, ttcobra is not aware of that or the thousands of others who have never had any customer service issues.
How many other companies have you seen where the president, his wife and the head design engineer frequently post at the forum to personally address issues?
Well, that's the end of my bloviating for today folks.
![[Home]](http://s1.images.proboards.com/menu/home.gif)
![[Help]](http://s1.images.proboards.com/menu/help.gif)
![[Search]](http://s1.images.proboards.com/menu/search.gif)
![[Login]](http://s1.images.proboards.com/menu/login.gif)
![[Register]](http://s1.images.proboards.com/menu/register.gif)
![[Search This Thread]](http://s1.images.proboards.com/search2.gif)
![[Send Topic To Friend]](http://s1.images.proboards.com/buttons/sendtopic.gif)
![[Print]](http://s1.images.proboards.com/buttons/print.gif)
Author
Logged![[avatar]](http://www.sportsgraphing.com/customavatars/avatar2893_2.gif){kind=avatar}
![[avatar]](http://i368.photobucket.com/albums/oo122/madmaxx_80/avatar65_1.jpg){kind=avatar}
Don't forget i live in an IGLOO in Canada to boot! lol 
![[avatar]](http://www.marchithermal.com/html/heckle-jeckle-master.gif)
![[avatar]](http://i212.photobucket.com/albums/cc4/LCSeminole/FloridaStateSeminoles.gif)
![[aim]](http://s1.images.proboards.com/aim.gif)
![[avatar]](http://i245.photobucket.com/albums/gg73/bigred7078/mizzou-logo.jpg){kind=logo}
![[avatar]](http://s1.images.proboards.com/avatars/devil.gif)
Like i previously stated i'm not trying to justify/minimize but this should be taken into consideration ![[avatar]](http://i474.photobucket.com/albums/rr101/chuckienut/marty-1.jpg)
![[avatar]](http://farm4.static.flickr.com/3054/2931633196_318ac95700.jpg)
![[avatar]](http://idisk.mac.com/jimbailey//Public/leonardo.gif)
![[avatar]](http://bestanimations.com/Sci-Fi/Aliens/Alien-02-june.gif)
