Post by kierre on Mar 1, 2013 5:33:11 GMT -5
So, I purchased the XPA-5 during the holiday sale and my circumstance contributed to making the experience a painful one. I work in Germany for DoD and due to the weight, had to have the amplifier shipped FEDEX Intl. I fully anticipated increased shipping cost and to have to deal with customs. There were essentially 3 shipments. The first came to Germany and made it's way to Cologne which is where customs handles the items entering country. They (customs) failed to contact me, even though I was in contact with FEDEX trying to ascertain the status of my package. By the time one office talked to the other, the amplifier was on its way back to Tennessee. The 2nd shipment went better, and the two offices were actually talking with each other as I had contacted them and asked that they track this one a little better. The item was partially cleared to travel to Frankfurt which is where I had to go to clear customs. I brought necessary documentation to clear it and did so. They said "here you go" and I said "no, ship it to Stuttgart", they said "we can do that". It was a matter of principle as I paid to have it shipped to Stuttgart, and that's exactly what I wanted them to fulfill... plus I have a bad back. This is where the 3rd shipment started and for some reason the amp went back to Cologne. They couldn't explain why, but assumed the amplifier was marked to be shipped back to the US again, so they re-routed it for Stuttgart. Long story wrapped up is that the amp made it to Stuttgart with quite a bit of unnecessary 'back and forth'. I left out a lot of the pain that they put me through, but the entity in this equation that made the experience more bearable was Emotiva. I won't call out any names but 'Caitlyn' saved the day for me with this extremely troublesome experience ;D. She is certainly a testament to the excellent customer service you speak of all over this forum and elsewhere.
