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Post by routlaw on Jan 27, 2016 21:22:20 GMT -5
Normally I would never air out my negative feelings regarding products but this time I feel its an obligation given my negative experiences with the XMC-1. Allow me to explain.
Received my first one about two weeks ago and while it performs well enough the graphic display is bad and somewhat corrupted. This right from the start on first boot up. Its usable but distracting. Called customer support and in typical Emotiva fashion they issued a new replacement. It arrived today, DOA. The thing will not boot up at all. Nothing works.
While I have created a thread about the setup and use of the XMC-1, I chose not to air out the issue with the graphic display, though a nuisance certainly not worth getting upset about especially given the excellent customer service I've experienced with Emotiva. But receiving the replacement today as a DOA unit it's a bit much. Granted these are First World problems but at this point I may just abandon the product and move on.
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Post by Gary Cook on Jan 28, 2016 0:04:31 GMT -5
My understanding is all XMC-1's are bench tested before they leave the factory. Is it possible that the courier played football with it?
Cheers
Gary
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Post by sonicseeker on Jan 28, 2016 9:30:02 GMT -5
My understanding is all XMC-1's are bench tested before they leave the factory. Is it possible that the courier played football with it? Cheers Gary I used to work for Fed-ex and I can tell you I treated every package with extreme care because I order a lot of electronics and know what it is like to receive packages that have been beaten to death. I have seen how packages are handled first hand, although for the most part there is a definite effort to deliver packages unharmed, frankly I am amazed things get to us without damage most of the time. I believe this is a great deal of what factored into the demise of the large heavy XPR amps that I, we all love so much. So please give Emo the benefit of the doubt here because we know they are in business to deliver us an exceptional product at a great price and are at the mercy of the shipping gorillas as are we. I feel your pain also and am sympathetic and understanding of your point of view because I have been through it myself and it can be very frustrating. |
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Lsc
Emo VIPs 
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Post by Lsc on Jan 28, 2016 9:36:36 GMT -5
That's a bummer. I'm not going to put the blame on shipping or defend Emotiva, just hope you get it straightened out soon bc I'd be pretty frustrated too.
The 5 year warranty might come to good use but still that's a nice thing to have in the back pocket.
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Post by routlaw on Jan 28, 2016 10:12:37 GMT -5
My understanding is all XMC-1's are bench tested before they leave the factory. Is it possible that the courier played football with it? Cheers Gary Thanks for the comment Gary, but no, the box came in about as pristine as could be expected for a cross continent shipping that takes literally about 10 days from Franklin to MT. I seriously doubt they put this particular component on the bench and tested it. There was nothing rattling around and it certainly showed no signs of damage. |
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Post by routlaw on Jan 28, 2016 10:33:35 GMT -5
I used to work for Fed-ex and I can tell you I treated every package with extreme care because I order a lot of electronics and know what it is like to receive packages that have been beaten to death. I have seen how packages are handled first hand, although for the most part there is a definite effort to deliver packages unharmed, frankly I am amazed things get to us without damage most of the time. I believe this is a great deal of what factored into the demise of the large heavy XPR amps that I, we all love so much. So please give Emo the benefit of the doubt here because we know they are in business to deliver us an exceptional product at a great price and are at the mercy of the shipping gorillas as are we. I feel your pain also and am sympathetic and understanding of your point of view because I have been through it myself and it can be very frustrating. Sonicseeker you make some really good points and fundamentally I agree with you. Likewise I really try to put this stuff into perspective after all no ones life is dependent on any of this hobby. Our local Fedex and UPS delivery guys and gals are all great too, very personable and you can tell they all take their job with great care. This doesn't speak for the rest of the handling as these packages make they journey. But as previously mentioned this shipment was received in a nearly pristine box with only one small puncture the size of you small fingernail. IOW's I would bet my life on the fact it was not damaged in shipping. And believe it or not I really feel for Emotiva on this issue too, given all of the complaints one tends to read on this and other forums regarding reliability issues especially this particular component. I'm not just saying this to be gracious, its obvious the design team put their heart and soul into this item. Sadly it just doesn't seem to live up to most expectations in the reliability department. Again I'm not bent out of shape about this, just hugely disappointed and at this point its gone way beyond fun and entertainment and felt I would be remiss if not bringing this up for other perspective buyers to consider. I wouldn't want this to turn into an Emotive bashing soiree though. |
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Post by sonicseeker on Jan 28, 2016 11:03:44 GMT -5
I agree with everything you are saying my friend.
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KeithL
Administrator 
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Post by KeithL on Jan 28, 2016 12:25:11 GMT -5
First, yes, all XMC-1 units are in fact bench tested before being shipped out, so I can assure you that every one we sell works when it's packed in the box. However, as a few folks have already noted, we have no control over how they're handled once they leave the loading dock. And, while it may in fact be true that the majority of FedEx and UPS employees are industrious - and careful - when carrying out their duties, we've certainly seen enough smashed and crushed boxes to demonstrate that this isn't always the case. You should also realize that, if a box is dropped flat onto a side, even from a significant height, the box will usually avoid being significantly damaged - yet the contents will experience a significant, and possibly even major, "g-shock". (I won't regale you with lots of lurid stories; but I did receive a pair of speakers once where, even though the boxes were still perfect, every driver was rattling around because the screws securing them to the front panel had all been ripped loose by some sort of impressive impact. Check on YouTube if you want to see videos of "atypical" delivery drivers tossing boxes over fences and dragging them along behind trucks  ). Therefore, even though the XMC-1 isn't nearly as delicate as an egg, and it is in fact packed pretty well, sometimes "the rigors of handling exceed the survivability of the unit". We don't like when that happens any more than you do, but that's one of the reasons why we have a warranty. And so, again, we do test them, and they're all working when they leave, and we do pack them as well as we can - within reason, and we do apologize for the fact that, even so, sometimes s**t still happens, and we do regret the inconvenience that this may occasionally cause our customers..... |
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Post by tunatamer on Jan 28, 2016 12:31:31 GMT -5
If you feel up to it you might want to pop the cover (after grounding yourself) and check that all the ribbon connectors are seated properly.
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Post by routlaw on Jan 28, 2016 12:41:23 GMT -5
If you feel up to it you might want to pop the cover (after grounding yourself) and check that all the ribbon connectors are seated properly. Nah, its already packed up and ready to go back, but thanks for the suggestion. |
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Post by minthral on Jan 28, 2016 19:45:54 GMT -5
I've seen UPS man handle boxes. They have ZERO regard for whats inside. 'Fragile' or 'this side up' sings get ignored. Heavy stuff is dragged and bounced around instead of properly lifted. I want to be nice, but some of those people really hate their job and could care less.
The solution is to pack well. Based on how my XMC was packed, I would imagine some serious mishandling would have to take place for it to get damaged. Maybe that's what happened...perhaps related to the snow storm in the east. The box would look distressed though.
Static comes to mind too. Maybe a lot more if due to all the salt dropped.
I will say 2nd DOA is odd though...if you get a 3rd one, I think someone has some explaining to do.
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Post by routlaw on Jan 28, 2016 20:48:36 GMT -5
Both XMC-1's are on their way back to Franklin. Not sure what the next move is but will be talking with them tomorrow. In typical fashion though their sincere interest, concern and customer support have been great.
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Post by routlaw on Feb 3, 2016 15:59:39 GMT -5
Let be known Emotiva Customer Support is superb, second to none in my opinion!!
It's not my place to divulge exactly how Emotiva has taken care of this situation but suffice it to say they have gone way above and beyond the call of duty. I'm impressed.
One individual suggested I open the XMC-1 to check for loose ribbon cables from shipping, turns out this was the issue with the second one received. I feel bad not taking this suggestion now, it would have save a lot of trouble and expense for all concerned. Live and learn. Apologies for not investigating further.
New XMC-1 on the way.
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Post by 509Paul on Feb 3, 2016 16:11:59 GMT -5
I have been very happy with my XMC-1 overall. I only wish you could have bass management for SACD DSD files. Not having a subwoofer active when decoding DSD files leaves a lot out of the music experience.
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Post by pepar on Feb 3, 2016 16:33:48 GMT -5
Let be known Emotiva Customer Support is superb, second to none in my opinion!! It's not my place to divulge exactly how Emotiva has taken care of this situation but suffice it to say they have gone way above and beyond the call of duty. I'm impressed. One individual suggested I open the XMC-1 to check for loose ribbon cables from shipping, turns out this was the issue with the second one received. I feel bad not taking this suggestion now, it would have save a lot of trouble and expense for all concerned. Live and learn. Apologies for not investigating further. New XMC-1 on the way. My maxim is "judge me not by my lack of errors, but how I handle them should they occur." |
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Post by DavidR on Feb 3, 2016 16:42:36 GMT -5
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Post by pepar on Feb 3, 2016 16:47:49 GMT -5
Yowsah! Guess this is Keith's s**t happens scenario. Good luck with straightening this out with UPS. |
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Post by 509Paul on Feb 3, 2016 16:50:15 GMT -5
Looks about right... I hate UPS! Every package I get from them looks like it fell out of the truck.
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Post by pepar on Feb 3, 2016 16:52:36 GMT -5
At any given time, all of the carriers can all be knuckle-draggers.
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Post by Axis on Feb 3, 2016 16:59:20 GMT -5
UPS is closed so everyone come over to our new 'All That Jazz/Classical' thread. We are having a foot stomping, knee slapping and knuckle dragging good time over there. See ya there !
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). Therefore, even though the XMC-1 isn't nearly as delicate as an egg, and it is in fact packed pretty well, sometimes "the rigors of handling exceed the survivability of the unit". We don't like when that happens any more than you do, but that's one of the reasons why we have a warranty.
