International Warranty Questions

[dolby]

Firstly, I am currently working with customer support on the query below - however, I am keen to understand from others as well.

I live in South Africa and about 6 months I became extremely interested in Emotiva products. Everything about them appealed to me - but my single worry was the warranty. On our local forum we have a number of Emotiva owners who assured me that service was not an issue compared to the 'well known' brands and, in cases where a part needed replacement, a new part was shipped out to South Africa under warranty and replaced by a local technician.  This put my mind at ease and I have since purchased/sold 9 Emotiva products in the past few months. I still currently own a UMC-1, UPA-200, UPA-2, XDA-1, 2 x UPA-1 and an ERC-3.  I've recently sold an XDA-2 and UMC-1 as well.

However, two things have come up : 

- Although nothing has broken on my units, I've been pointed to the international warranty which states a service must be carried at the US facility and shipping is for the owners cost. Being in South Africa at the end of the world, the shipping cost is prohibitive and cannot economically be done. As is,, we pay twice the US$ value to get the goods here! Doe this international warranty mean units in South Africa effectively have no warranty? Is 'service' and 'defect' treated differently - or anything means sending the unit back to the US? In my eyes, this is actually a massive reason to consider 'well known' brands  as I'd hoped that within 5 years if something broke, it'd be covered!

- I purchased the ERC-3 as part of a package and plan on reselling in the next few weeks. I do, however, want to state the age of the unit and warranty information in the advert and have supplied the serial number / name of the person I purchased from.  I have been told that I must supply the original owner and transfer the warranty to my name before they an tell me an age of the product. Firstly, depending the answer above, the unit may actually not really have a usable warranty - but secondly isn't the transferring for a week a mission simply to get an age of the unit? I've started the process of tracking the original owner - but it really does seem huge administration to get an age of a unit!

Thank you

[garbulky]

Hi. The age warranty thing appears to be a privacy thing. If you don't have the warranty in your name, you may be inquiring on a unit you do not own. Then the owner can get mad at Emotiva for revleaing "personal" details. For instance if you were inquiring about Emotiva's older amps. The seller may have purposely withheld the age of the unit. But say it was a 15 year old am and you found out. Then that may put you off buying it.

As for international warranty from what I gather you haveto pay to ship it back. I'm not sure about the return shipping. Yes this is cost prohibitive. And I sympathize. But it's not a hidden item. If the shipping was free both ways then it may end up raising the price on the US products which may not be what they wish to do. The comparable products that are not internet direct in your country may be double the price of the Emotiva unit. I have seen several units at the same rated power and build quality and weight which are about three times the cost for their amps. So therefore if you were to buy local you get the warranty but it's sort of like you bought an Emotiva product twice. So not sure if there is a savings here.
It sucks that you have equipment trouble. I think we all can sympathize. And I hope this doesn't come across as a dismissal of your issues. Just trying to explain why I think they might do what they do.

[dolby]

Thanks for the reply.

Although I understand their reasoning, I still wish they could assist with something simple like an age. It's not a terribly personal question to ask a CD player age I received a few calls and that's generally one of the first questions on kit 'how old?' I can take photos of the unit with whatever they need to prove it is mine. The initial owner may have emigrated or sabbatical or even passed on and that makes my life extremely difficult to track him down, especially while at a work environment. Emotiva have his details and if they're really worried - maybe drop him an email to ask whether he sold?

The warranty issue is more because of the fact that sold off my Rotel kit when I was told Emotiva would ship parts needed, as I enjoy piece of mind. So now to realize I sold off local Rotel kit for Emotiva kit that I essentially have no warranty unless I pay 20% of the cost, leaves me a little feeling a little iffy. Take the ERC-3 at (then) $499.00 vs the Rotel at $999.00 - it'd cost $200.00 to get the Emotiva here with our customs and shipping! But now my FL display goes dim (simple issue) and they want me to ship back to US and return at another $200? Now I'm sitting $899.00 already ...

My equipment is perfect lucky - it was only that I found out about the warranty issue now. I'd hope Emotiva treat it on a case per case basis should something happen and should something happen, they may be willing to ship a small part.

[novisnick]

Dec 2, 2015 0:14:45 GMT -5 dolby said:

Thanks for the reply.

Although I understand their reasoning, I still wish they could assist with something simple like an age. It's not a terribly personal question to ask a CD player age I received a few calls and that's generally one of the first questions on kit 'how old?' I can take photos of the unit with whatever they need to prove it is mine. The initial owner may have emigrated or sabbatical or even passed on and that makes my life extremely difficult to track him down, especially while at a work environment. Emotiva have his details and if they're really worried - maybe drop him an email to ask whether he sold?

The warranty issue is more because of the fact that sold off my Rotel kit when I was told Emotiva would ship parts needed, as I enjoy piece of mind. So now to realize I sold off local Rotel kit for Emotiva kit that I essentially have no warranty unless I pay 20% of the cost, leaves me a little feeling a little iffy. Take the ERC-3 at (then) $499.00 vs the Rotel at $999.00 - it'd cost $200.00 to get the Emotiva here with our customs and shipping! But now my FL display goes dim (simple issue) and they want me to ship back to US and return at another $200? Now I'm sitting $899.00 already ...

My equipment is perfect lucky - it was only that I found out about the warranty issue now. I'd hope Emotiva treat it on a case per case basis should something happen and should something happen, they may be willing to ship a small part.

Sure wish you had made some inquiries hear before trusting a friend, that is not a representative of Emotiva. Transferring of warranty is always a big point of value, without it you are charging uphill myfriend. Its a shame you've just now came to find out. Your due diligence is tarty.

Im just not seeing your question, and why would/should Emotiva be worried about anything they dont own. Why should anyone take their own resources and use them to do what you have fail to do? 

I just oust don't understand why you think someone owes you something? Or am I mistaken?
Im not trying to be mean or heartless, but if you had an implied warranty from the seller, its their/your responsibility, no one elses.

cordially,
novisnick

 

[novisnick]

Maybe its late and im missing the obvious, sorry.

[dolby]

Dec 2, 2015 0:51:59 GMT -5 novisnick said:

Maybe its late and im missing the obvious, sorry.

Hi,

No worries.

There are two separate 'challenges'. 

1) I've owned multiple Emotiva products in the past few months and transferred to my name. I have no issue with the  transfer process and fully understand how it works. / why they do it.

However, one particular device I only received last week and I'm selling next in the week or two, so I'll have possession 14 days or so . I've already advertised it and a question pops up with potential buyers about the age and warranty on the unit.  As I legitimately own it and armed with the serial number, I asked for assistance on the age. However before this can be supplied, I need to transfer the unit into my name for the few days. If this is then sold, the buyer needs to transfer again.

Aside from a duplication of work, I still need to track this original down and get him to contact Emotiva to let them know. I understand privacy - but I was hoping I could at least get an age. I can phone Audi, Samsung, Sony and whatever device I own and they'll give me the manufacturer date linked to the serial number. At worst, they can give a date the unit was launched giving me a worst case date.

Also, what *if* the original owner passed away or went on business for a month or traveled to deepest Africa and cannot be reached?  What if I cannot find him? Change of email? Will warranty fall away totally?

2) I'm in South Africa and sending any Emotiva unit back to the US is a hefty freight price - almost not even worth it. I'd heard that occasionally when an Emotiva unit (under warranty) breaks and the cause is known, Emotiva have sent the part out to repaired locally rather than spend hundreds of dollars getting the unit 10,000km back. If they could deal with an international warranty on a case by case basis rather than send the unit back every time, then I'm happy. A terminal, IR receiver, FL display or cheap component that breaks may not be worth the entire unit sent out.

[novisnick]

Dec 2, 2015 2:44:06 GMT -5 dolby said:

Dec 2, 2015 0:51:59 GMT -5 novisnick said:

Maybe its late and im missing the obvious, sorry.

Hi,

No worries.

There are two separate 'challenges'. 

1) I've owned multiple Emotiva products in the past few months and transferred to my name. I have no issue with the  transfer process and fully understand how it works. / why they do it.

However, one particular device I only received last week and I'm selling next in the week or two, so I'll have possession 14 days or so . I've already advertised it and a question pops up with potential buyers about the age and warranty on the unit.  As I legitimately own it and armed with the serial number, I asked for assistance on the age. However before this can be supplied, I need to transfer the unit into my name for the few days. If this is then sold, the buyer needs to transfer again.

Aside from a duplication of work, I still need to track this original down and get him to contact Emotiva to let them know. I understand privacy - but I was hoping I could at least get an age. I can phone Audi, Samsung, Sony and whatever device I own and they'll give me the manufacturer date linked to the serial number. At worst, they can give a date the unit was launched giving me a worst case date.

Also, what *if* the original owner passed away or went on business for a month or traveled to deepest Africa and cannot be reached?  What if I cannot find him? Change of email? Will warranty fall away totally?

2) I'm in South Africa and sending any Emotiva unit back to the US is a hefty freight price - almost not even worth it. I'd heard that occasionally when an Emotiva unit (under warranty) breaks and the cause is known, Emotiva have sent the part out to repaired locally rather than spend hundreds of dollars getting the unit 10,000km back. If they could deal with an international warranty on a case by case basis rather than send the unit back every time, then I'm happy. A terminal, IR receiver, FL display or cheap component that breaks may not be worth the entire unit sent out.

Ah! Much clearer idea of what your saying/asking! Im sure Emo will try and work with you on this, they usually are very very good with customer service. Mind you they are nowhere near the size or have the resources that the other companies you mentioned have.

Please tell me which specific piece of gear you are having this trouble with. I must have missed it or I wasnt clear. Thanks.

[dolby]

It's the ERC-3 Gen 2 CDP. I tried to pinpoint a date based on when reviews came out (late 2013) - but wasn't sure if there was a Gen 1 at some stage either? Also know it isn't the brand new version, as the remote doesn't have the magnets I've read about. So a guess would be 2014 for the year

Emotiva have already asked me to transfer warranty before assisting with an age of the unit, but as a I say it'll literally be a few days anyhow before there is a new owner. That said, I do need to take a proper listen to it this weekend and may decide to keep it afterall In that case I have no issued doing the transfer.

I have fired off an email to the guy I purchased from to track the owner - but awaiting a reply still.

PS Nice kit! 

[dolby]

Ok, so my fear has been realized :

The guy I purchased from has replied to me with the details of the guy he purchased from. I phoned this guy and he too bought them from someone Dec/Jan last year who was emigrating to New Zealand. No one can reach the guy as he isn't even in the country.

Does this mean the player has no warranty?
Can Emotiva not pull the email from their records and maybe try reach him?

[adaboy]

Dec 2, 2015 8:20:47 GMT -5 dolby said:

Ok, so my fear has been realized :

The guy I purchased from has replied to me with the details of the guy he purchased from. I phoned this guy and he too bought them from someone Dec/Jan last year who was emigrating to New Zealand. No one can reach the guy as he isn't even in the country.

Does this mean the player has no warranty?
Can Emotiva not pull the email from their records and maybe try reach him?

Dolby, I may be way off base on this; however, after reading this it seems as if you are in the business of reselling Emotiva products. If this is true, it doesn't make sense for Emotiva to subsidize your shipping costs.

I may be completely wrong and if so I apologize it just sounds like you obtain equipment, if it's broken see if it's under warranty, if so get it fixed to turn around and sell it.

Is this the case?

[dolby]

Nope.

6 of them are mine

I required another power amplifier and the guy selling would *only* sell as a kit, so I bought them all and sold off the kit I don't need. Look - nothing is wrong with my kit at all, but I had hoped that they're look at a case by case issue and realize that in *certain circumstance* sending a 10KG component almost 30,000km across the world may not warrant a corroded joint. It'd cost 40% of the unit itself. That's all.

But the main issue is the owner emigrated and Emotiva won't assist with anything until he's located and the warranty transferred to my name

[wizardofoz]

Well I think for memory every warranty repair I have done there has never been any tracking of serial numbers to owners so these are not going to be much help in the process.

That said one should always ask for warranty transfer to be done when buying preloved gear, from Emotiva or any other brands for that matter.

Iirc I repaired an erc-2 that needed a new main output board and Emotiva shipped the parts for the parts for the cost of the shipping - no charge for the parts. The erc-2 was out of warranty. I think it was about us$62 all up.

I do most of the Emotiva servicing here in Singapore. Emotiva definitely look after their customers for such equipment fails. That's a hard act to follow.

[Gary Cook]

I bought my ERC-3 as soon as they were released, they were Gen 2 so at the same time ordered a pair of Gen 1 end plates to match the rest of my Emotiva gear.
Like Wiz does in Singapoer I do some Emotiva servicing in Australia, they send me the parts and I provide the labour. Like most electronics these days servicing is almost always a simple board swap. Together the owner and I email a detailed report of the problem and Emotiva technical pretty quickly can identify what is suspect. Or they give me a testing procedure to follow to specifically identify the issue. The odd phone call helps and can be fate ser than swapping Q&A emails. It's far from rocket surgery, any decent electronics workshop can support and service Emotiva products because their support is so good.

Cheers
Gary

[dolby]

Thanks guys.

Emotiva have since confirmed that as the initial owner has emigrated and cannot be traced, my warranty is invalid and they refuse to assist.

It is slightly sad and disheartening as the product is more than likely within warranty period, is genuine and the details are on their own system anyway.

[dolby]

Gary - what month/year did you purchase? Perhaps I can list an estimate of date

[Gary Cook]

Dec 2, 2015 16:19:17 GMT -5 dolby said:

Gary - what month/year did you purchase? Perhaps I can list an estimate of date

November 2013.

Cheers
Gary