klinemj
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Post by klinemj on Aug 28, 2015 4:52:47 GMT -5
I hardly think they would do this. And, it is quite odd that you say you call and the techs are not available. Each time I have called and asked to talk to tech support, at least one is there but may be busy or out to lunch. At most, I have had to wait an hour for a callback (and that is only if the person I need is on lunch break). If you have called and asked them to call you back and they have not returned a call, I would call and ask to speak to Dan Laufman. If you have never asked for a return call...then ask. They always call me back. Mark Mark, I was told they don't allow the tech folks doing the RMA work to speak with the customers over the phone. I could only talk with the tech support guys that trouble shoot the issues. But I already talked to them and they gave me the RMA to send it in. So talking to them does me no good at this point. The guys you can talk to should be able to give you a status update...what have they said? Mark
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cawgijoe
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Post by cawgijoe on Aug 28, 2015 5:35:23 GMT -5
I would just call back and politely but firmly ask to speak to someone who can give you an update on your repair. There is no reason that they can't.
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Post by wilburthegoose on Aug 28, 2015 7:17:44 GMT -5
They gave me a lady to work with. I talked to her once and that was it. Called at least 8 times at different times of the day, and she was ALWAYS "at lunch". E-mails to Emotiva support went unanswered.
I finally talked to the receptionist who looked up my RMA and said, "wow - that's a lot of information on that ticket. I'll have somebody call or e-mail you today."
Never happened.
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cawgijoe
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Post by cawgijoe on Aug 28, 2015 8:34:37 GMT -5
They gave me a lady to work with. I talked to her once and that was it. Called at least 8 times at different times of the day, and she was ALWAYS "at lunch". E-mails to Emotiva support went unanswered. I finally talked to the receptionist who looked up my RMA and said, "wow - that's a lot of information on that ticket. I'll have somebody call or e-mail you today." Never happened. I don't believe that's the norm and to help someone else you should at least document what happened and send it to Big Dan. I'm sure he will not be a happy camper.
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Post by wilburthegoose on Aug 28, 2015 12:25:13 GMT -5
I shouldn't need to go to the president of a company to get baseline-level customer service. Unfortunately, the OP's observations were very similar to mine, which indicates some sort of systematic issue may have found its way into the corporate culture there. I love Emotiva, and hope they address the issues.
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cawgijoe
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Post by cawgijoe on Aug 28, 2015 12:31:10 GMT -5
I shouldn't need to go to the president of a company to get baseline-level customer service. Unfortunately, the OP's observations were very similar to mine, which indicates some sort of systematic issue may have found its way into the corporate culture there. I love Emotiva, and hope they address the issues. No, you should not, however even if these are rare occurences, I believe they should be pointed out and if it takes going up the chain to do so, why not? I have met Dan personally and I am sure he would like to know the specifics in order to fix things if needed. Posting here may or may not get you exposure.
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Post by wilburthegoose on Aug 28, 2015 13:43:40 GMT -5
I went up the chain as high as they would let me on the phone.
Ultimately, I voiced my opinion with my pocketbook.
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Post by snafujg on Aug 28, 2015 15:37:21 GMT -5
Low and behold, today, I got a response that the unit is fixed and ready to be shipped. And it's shipping out today So.....If it's fixed and ready to be shipped today, it was likely in progress when I called them last Wednesday & Friday and definitely this week Tuesday. At least it's on its way back...
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klinemj
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Post by klinemj on Aug 28, 2015 15:44:42 GMT -5
"Ta dah!!!"
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Lsc
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Post by Lsc on Aug 28, 2015 16:28:42 GMT -5
Low and behold, today, I got a response that the unit is fixed and ready to be shipped. And it's shipping out today So.....If it's fixed and ready to be shipped today, it was likely in progress when I called them last Wednesday & Friday and definitely this week Tuesday. At least it's on its way back... I guess it's good that you are getting it back but it's a bummer since the last weekend in August is here. It's too bad they couldn't rush it a couple days early so you could have gotten it today in time for your buddy.
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klinemj
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Post by klinemj on Aug 28, 2015 16:58:03 GMT -5
I went up the chain as high as they would let me on the phone. Well, that is when I resort to emailing that person, and if they don't respond...I then tag them here. But, it has been rare I didn't get what I wanted via other routes. And,in fact, the only time I didn't get what I wanted, I was asking for info on a future product. I have always gotten what I wanted through phone or email. Mark
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Post by rtg97229 on Aug 28, 2015 18:18:58 GMT -5
Over three weeks later and not a peep from Emotiva on my rma. Called several times only to be told techs are not available at this time. They announce XPR line is discontinued and now I'm stuck waiting for a fix, coincidence? Leaving customers who buy your flagship products hanging in the wind is not good business. Yeah I am having an nightmare experience with Emotiva on my RMA as well. They did not tell me there was a month backup on repairs before I sent my amp in and they could not be honest with me about how long my amp has been with them so I just asked them today to send my amp back without repair.
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cawgijoe
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Post by cawgijoe on Aug 28, 2015 19:20:25 GMT -5
Over three weeks later and not a peep from Emotiva on my rma. Called several times only to be told techs are not available at this time. They announce XPR line is discontinued and now I'm stuck waiting for a fix, coincidence? Leaving customers who buy your flagship products hanging in the wind is not good business. Yeah I am having an nightmare experience with Emotiva on my RMA as well. They did not tell me there was a month backup on repairs before I sent my amp in and they could not be honest with me about how long my amp has been with them so I just asked them today to send my amp back without repair. So, who will repair your amp?
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Post by rtg97229 on Aug 28, 2015 19:29:26 GMT -5
Yeah I am having an nightmare experience with Emotiva on my RMA as well. They did not tell me there was a month backup on repairs before I sent my amp in and they could not be honest with me about how long my amp has been with them so I just asked them today to send my amp back without repair. So, who will repair your amp? I'm going to try to fix it myself. Basically that means that I will take it apart, make a mess, then go buy another amp. I'm ok with purging money on the hobby but I am not ok with being insulted by the company that wants my business.
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novisnick
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Post by novisnick on Aug 28, 2015 19:44:09 GMT -5
So, who will repair your amp? I'm going to try to fix it myself. Basically that means that I will take it apart, make a mess, then go buy another amp. I'm ok with purging money on the hobby but I am not ok with being insulted by the company that wants my business. Tell them you sold it to me for $50.00 and ill make your troubles go away!!! Which amp is it?
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Post by rtg97229 on Aug 28, 2015 20:13:22 GMT -5
I'm going to try to fix it myself. Basically that means that I will take it apart, make a mess, then go buy another amp. I'm ok with purging money on the hobby but I am not ok with being insulted by the company that wants my business. Tell them you sold it to me for $50.00 and ill make your troubles go away!!! Which amp is it? It is an MPS-1. I want to at least try to fix myself.
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klinemj
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Post by klinemj on Aug 28, 2015 20:16:30 GMT -5
That's an old one!
Mark
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novisnick
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Post by novisnick on Aug 28, 2015 20:23:34 GMT -5
Tell them you sold it to me for $50.00 and ill make your troubles go away!!! Which amp is it? It is an MPS-1. I want to at least try to fix myself. Man!,,,, dont break my amp!! And itll just cost more to reship!
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