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Post by Darksky on Apr 29, 2014 11:54:44 GMT -5
One of my new XPR-1 amps has failed.
Yesterday morning i turned my system on to find red lights from my R channel amp. I reset it, but it would not play. I could hear the channel's signal very faintly along with some scratching sounds.
I performed all the checks and fixes I could think of then contacted, EmoTech. I dealt with a nice guy by the name of Scott. He had me go through the algorithm for service and found that it has indeed failed. We tried everything that he had on his sheet, plus everything we could think of to no avail.
I have to repackage it and send it back for service. Here is the kicker. Since the XPR amps have to be shipped via freight, I am responsible for all the costs associated with returning the amplifier to Emotiva. Scott is unsure of the process and is currently meeting with Jessica to determine how I should progress with this process.
I am currently awaiting his return call.
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Post by Dark Ranger on Apr 29, 2014 11:56:57 GMT -5
Bummer! Sorry to hear about your trouble.  Do you have any spare amplifiers to use? |
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Post by Darksky on Apr 29, 2014 11:58:44 GMT -5
I can run my XPR-5 (to include fronts) in the interim.
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harri009
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Post by harri009 on Apr 29, 2014 12:11:45 GMT -5
Would they allow you to use their shipping discount even though you are paying the bill
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Post by Darksky on Apr 29, 2014 12:15:44 GMT -5
The kid I am dealing with is unsure of the process. Hopefully he will call back shortly. Jessica has always made things easy for me in the past. When they originally sent me my amps, one was DOA and she handled it. We will see how it goes.
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kse
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Post by kse on Apr 29, 2014 12:19:29 GMT -5
Having to cover freight/shipping for a product under warranty is not cool. At the very least they should offer a credit in the same amount towards a future Emotiva purchase.
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Post by Darksky on Apr 29, 2014 12:22:20 GMT -5
I am going to withhold judgement or comment until they actually decide how it will be handled. But, I hope this is not going to cost me several hundred dollars.
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klinemj
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Post by klinemj on Apr 29, 2014 14:04:49 GMT -5
I think the cheapest option might be to load it into your car and drive it down yourself! Road trip!!!
Mark
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Lsc
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Post by Lsc on Apr 29, 2014 14:21:30 GMT -5
I am going to withhold judgement or comment until they actually decide how it will be handled. But, I hope this is not going to cost me several hundred dollars. When my XPA-5 needed repairs, I was not happy either. I think it cost me $75 to ship it back and they had it for 4 weeks. I called after 2 weeks and they said it should be done in a day or two. I called a week later and they said the same thing, but this time they fixed it after I calmly reminded them that they said that last week  . I think their policy on shipping for warranty service hasn't changed unless it's within the first 30 days from purchase. I do agree that it really stinks but this the one draw back of buying internet direct. btw, this is the first failure I've heard on the xpr-1. |
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Post by saverio on Apr 29, 2014 14:47:56 GMT -5
There is no way you should have to pay to ship a product that is under warranty.
Regardless of what a company sells, that is simply bad business and a great way to assure your customers are not repeat customers.
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Post by audiobill on Apr 29, 2014 15:11:21 GMT -5
Oh, so you want rock bottom prices, free shipping to you, five year warranty AND warranty shipping?
Please, just one other example..........
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hemster
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Post by hemster on Apr 29, 2014 15:26:45 GMT -5
Return shipping paid by the buyer is not uncommon at all. For example, Amazon has a policy where shipping and handling charges for returning items shipped by a seller are borne by the buyer. Also, Amazon charges a flat fee of $4.99 plus $0.75/lb for electronics. For a heavy amp that'll easily top $100.
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Lsc
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Post by Lsc on Apr 29, 2014 15:27:29 GMT -5
There is no way you should have to pay to ship a product that is under warranty. Regardless of what a company sells, that is simply bad business and a great way to assure your customers are not repeat customers. I believe you are correct when you buy amplifiers at high end stores, you just need to bring it back to the dealer you bought it from. This is a different business model though. But I do agree with you that it would be great if emotiva pays for all shipping on warranty repairs. Why wouldn't i? "No savario! I want to pay for return shipping!" LOL. sounds kind of dumb doesn't it  |
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kse
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Post by kse on Apr 29, 2014 15:33:39 GMT -5
Return shipping paid by the buyer is not uncommon at all. For example, Amazon has a policy where shipping and handling charges for returning items shipped by a seller are borne by the buyer. Also, Amazon charges a flat fee of $4.99 plus $0.75/lb for electronics. For a heavy amp that'll easily top $100. Return shipping and shipping an item back under warranty are two different things. |
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kse
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Post by kse on Apr 29, 2014 15:35:28 GMT -5
Oh, so you want rock bottom prices, free shipping to you, five year warranty AND warranty shipping? Yes. If my customer has a defective product that is within the warranty period, my customer service department emails a shipping label immediately. |
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Post by chicagorspec on Apr 29, 2014 15:52:19 GMT -5
Sorry to hear of your misfortune, darksky. My XPR1s just passed the 1 year mark, without incident. I also have an XPR2 that is 15 months old and working perfectly thus far. I hope you get resolution quickly and with minimal hassle and expense. Please let us know what it turns out to be.
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Post by cd on Apr 29, 2014 16:54:25 GMT -5
Keep in mind that the prices for these amps is *way* below that of the retail competition. Even if you have to pay for return shipping, you are still ahead economically than if you had purchased the unit at retail pricing. One thing Emo will probably do is to extend to the customer their shipping rate, which is substantially less than what you would normally pay.
Additionally, it may be possible to simply do a board swap. In that case, you will not have to pay anything, Emo will bear the cost of shipping the part(s) to you. Good luck!
CD
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Post by bub on Apr 29, 2014 16:58:11 GMT -5
Sorry to hear... That sucks.. I had a doa with a PA-7 and they picked up the tab both ways like they did for you,worse comes to worse use your charm and see what you can work out. ( reimburse them for using their account, split del charges but my favorite. Memorial weekend road trip ) Good luck and keep us up to speed..
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Post by novisnick on Apr 29, 2014 17:21:09 GMT -5
My goodness my friend! That stinks too no end!
No words can comfort you at this point. I'm sure there will be an amiable solution.
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klinemj
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Post by klinemj on Apr 29, 2014 18:00:37 GMT -5
I would hate paying return shipping but when I had a minor issue with a Denon that was barely out of its very short warranty, they wanted me to pay to ship it back, pay $100 to look at it, pay for cost to fix above that, and pay for return to me. I will take emotiva's sound quality, longer warranty, and great prices above that any day. Oh, and with Emo I get to talk to humans... Good luck reaching one with Denon!
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