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Post by 509Paul on Feb 27, 2016 12:23:42 GMT -5
Anyone who has had to ship anything back to Emotiva is well aware of the expense that project incurs. With the expansion of retail partners and the overall increasing popularity that Emotiva products have earned, the warranty repair process is likely the most complained about topic. At this time, it seems appropriate to begin putting together a network of authorized repair centers to make it more convenient and less expensive for owners to receive service in the unlikely event it is needed.
Do you feel this is a logical next step to help reduce your cost of warranty service due to shipping prices or do you prefer Emotiva directly repairs your product and the return shipping is not an issue?
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Post by knucklehead on Feb 27, 2016 13:14:19 GMT -5
I've seen this issue of returning heavy amps and the expense it ensues pop up in many threads lately. A few guys/gals have called Emotiva to see if they can get Emotiva to ship at their cost - passing the expense along to the customer of course - a cheaper alternative. Maybe its time for Emotiva to automatically offer to have the return shipping at their rate - with the customer paying for shipping of course.
From what I've seen it is about half what the shipping companies charge the individual. I have a FedEx & UPS accounts and I can't come close to what Emotiva is billed for shipping. I save about 15% over standard rates. You would think that FedEx & UPS would have relented on their 'fuel surcharge' rate hikes with the price of jet & truck fuel prices dropping like they have of late. Personally I've solved that problem with buying class d amps. Not for everyone I suppose but I'm not about to try moving an 80lb+ amp in or out of my audio rack. If I didn't collapse the audio rack surely would! FWIW - shipping a 10lb class d amp is easy-peasy - and cheap in comparison to an XPR.
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Post by 509Paul on Feb 27, 2016 14:31:32 GMT -5
That would be a fair option as well for customers needing to have an amp serviced. When I shipped my XPA-7 back Emotiva arranged shipping and the price was less than half what UPS wanted to charge me. The other problem that I would like to see improved by having local service centers is the time spent in shipping. From the point UPS receives my product from Emotiva it takes 5-9 days to get delivered. Two and a half weeks round trip spent wandering around the country inside a UPS truck getting bounced around is a long wait.
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Post by gus4emo on Feb 27, 2016 14:58:39 GMT -5
I would rather drive 1 to 2 hrs and make sure it gets there by me, go get it when it's done.
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klinemj
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Post by klinemj on Feb 27, 2016 16:04:12 GMT -5
It would sure be a nice option to have. Knock on wood, but I never needed to ship a piece of Emotiva gear back to them...but if I did, I'd rather drive it out to Ben's North of town and have him do it!
Mark
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Post by novisnick on Feb 27, 2016 17:19:39 GMT -5
And what your missing is the cost of a "local" autherized repair center.
Built in to your Emotiva product is the cost of repairing and shipping warrantied gear. The guy fixing the gear needs to be paid, I just heard the initial price of Emo gear go up!
Now we/they are changing even more to the retail model.
The same thing that lured us to Emotive, great prices for great gear with a wonderful 5 year warranty, is the same reason we made the purchase. There is always a compromise, someone WILL pay, now or later.
We cant have it both ways, everyone must win, or no one does.
Need I explain in more detail? Let me know.
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Post by wilburthegoose on Feb 27, 2016 17:22:08 GMT -5
I too would prefer that we pay Emotiva for the shipping charges and they use their corporate account to save us a few bucks. I don't see how it would violate their UPS agreement.
UPS'ing it from the UPS center (not the "UPS Store") is crazy expensive. The UPS Store is even worse.
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Post by 509Paul on Feb 27, 2016 18:01:05 GMT -5
And what your missing is the cost of a "local" autherized repair center. Built in to your Emotiva product is the cost of repairing and shipping warrantied gear. The guy fixing the gear needs to be paid, I just heard the initial price of Emo gear go up! Now we/they are changing even more to the retail model. The same thing that lured us to Emotive, great prices for great gear with a wonderful 5 year warranty, is the same reason we made the purchase. There is always a compromise, someone WILL pay, now or later. We cant have it both ways, everyone must win, or no one does. Need I explain in more detail? Let me know. How is it different than having your (whatever brand) say Sony TV have an issue under warranty? You don't ship it back to Japan, you find their nearest authorized independent service center and the work is performed there. Sony is then billed for the labor and certified parts. There is no reason Emotiva can't put together a list of reputable repair shops to fix their products across the US and pay them instead of an Emotiva tech. Either way you look at it, Emotiva is paying someone to fix their product. Emotiva would likely provide parts to the Independent service center after the product is diagnosed to maintain authentic gear. What's more, Emotiva no longer has to pay the shipping to return your product after service. |
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Post by novisnick on Feb 27, 2016 19:34:38 GMT -5
And what your missing is the cost of a "local" autherized repair center. Built in to your Emotiva product is the cost of repairing and shipping warrantied gear. The guy fixing the gear needs to be paid, I just heard the initial price of Emo gear go up! Now we/they are changing even more to the retail model. The same thing that lured us to Emotive, great prices for great gear with a wonderful 5 year warranty, is the same reason we made the purchase. There is always a compromise, someone WILL pay, now or later. We cant have it both ways, everyone must win, or no one does. Need I explain in more detail? Let me know. How is it different than having your (whatever brand) say Sony TV have an issue under warranty? You don't ship it back to Japan, you find their nearest authorized independent service center and the work is performed there. Sony is then billed for the labor and certified parts. There is no reason Emotiva can't put together a list of reputable repair shops to fix their products across the US and pay them instead of an Emotiva tech. Either way you look at it, Emotiva is paying someone to fix their product. Emotiva would likely provide parts to the Independent service center after the product is diagnosed to maintain authentic gear. What's more, Emotiva no longer has to pay the shipping to return your product after service. So now we're comparing audio gear to TVs, there is a difference, also, your comparing a product that has millions of units sold vs Emotiva products, a much smaller company. Your logic is corrupt. Have it your way, fine by me, but don't come complaining when Emotiva is just like every other large company that just passes the buck along to you and I. No longer differentiate from other companies. Just another bunch of money grubbing audio manufacturers. I like the fact that Big Dan and co has time for us and takes an interest in our thoughts, the more you ask of them the less time they will have to make us and our wallets happy. I can repair my product cheaper, faster and more efficiently then anyone else in the world. I can pay myself a lttle less for said repairs as well, I wouldn't have that option with a service center owned by someone else. Then again, I may just be out of my mind. |
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klinemj
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Post by klinemj on Feb 27, 2016 20:16:00 GMT -5
Then again, I may just be out of my mind. Well, true, but that is off topic in this thread. Please start a new thread for that, complete with a poll. "Which emo-south member is most out of his mind? Novisnick, boomzilla, or garbulky?"" Mark |
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Post by novisnick on Feb 27, 2016 20:37:17 GMT -5
Then again, I may just be out of my mind. Well, true, but that is off topic in this thread. Please start a new thread for that, complete with a poll. "Which emo-south member is most out of his mind? Novisnick, boomzilla, or garbulky?"" Mark So there is no room for discussing weather or not it would be advantageous to have a local repair shop? Is that your point?  ?? OK,,,,,,,a little slow tonight!! I get it now,,,,,,,ha,,,,,ha,,,,,ha,,,,,, OH, there are other members as well, but at this time we will not disclose there secret identity or super powers!!  |
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Post by Chuck Elliot on Feb 27, 2016 20:45:43 GMT -5
I was wondering about this myself.
Could it be tied in with the dealer network Emotiva is building?
I know that my local dealer, New England Hi-Fi, has a great service department.
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Post by wizardofoz on Feb 28, 2016 0:14:14 GMT -5
I have done 99% give or take of all the Emotiva warranty service in Singapore. I was not the official service center, but even Emotiva asked for my help directly when some of their customers who did not have contact with me already had issues and I gladly helped to diagnose and effect repairs on their behalf. I did charge an hourly amount for my service but this was always peanuts compared to hunderds of dollars it would have cost to ship a unit like an xpa amp back to the USA and have shipped back again to the owner. Not to mention the time it would have taken to do so. I thought things were working perfectly.
I was totally ignored when I asked about taking up the local dealership...not even a thankyou but we are not interested...zip. And I traveled all the way to Emotiva to meet Dan and Cathy, introduce myself and meet the team there including Lonnie and Joe and the rest of the gang...was made to feel like part of the family even...I was impressed then...but this is now.....the times are a changing.
It remains to be seen what the newly appointed dealer here will do with previously owned and purchased Emotiva equipment failures but I fear it will be frustrating for those with existing gear they have before this new retailer was appointed.
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Post by novisnick on Feb 28, 2016 0:30:01 GMT -5
I have done 99% give or take of all the Emotiva warranty service in Singapore. I was not the official service center, but even Emotiva asked for my help directly when some of their customers who did not have contact with me already had issues and I gladly helped to diagnose and effect repairs on their behalf. I did charge an hourly amount for my service but this was always peanuts compared to hunderds of dollars it would have cost to ship a unit like an xpa amp back to the USA and have shipped back again to the owner. Not to mention the time it would have taken to do so. I thought things were working perfectly. I was totally ignored when I asked about taking up the local dealership...not even a thankyou but we are not interested...zip. And I traveled all the way to Emotiva to meet Dan and Cathy, introduce myself and meet the team there including Lonnie and Joe and the rest of the gang...was made to feel like part of the family even...I was impressed then...but this is now.....the times are a changing. It remains to be seen what the newly appointed dealer here will do with previously owned and purchased Emotiva equipment failures but I fear it will be frustrating for those with existing gear they have before this new retailer was appointed. Emo, with so many paddles in the water may have just slipped up. I inquired about becoming a reseller with a partner of mine and was quickly contacted by Emotiva about my inquiry. Unfortunately my parter was in a difficult transition at the time and we could not go forward. Perhaps you may want to step up, most likely the best time would have been when they asked for partners. But it may not be too late. The adress for such an inquiry is on their info page. Good luck. Opps, missed your last lines. Sorry about that. |
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Post by Chuck Elliot on Feb 28, 2016 0:47:41 GMT -5
I have done 99% give or take of all the Emotiva warranty service in Singapore. I was not the official service center, but even Emotiva asked for my help directly when some of their customers who did not have contact with me already had issues and I gladly helped to diagnose and effect repairs on their behalf. I did charge an hourly amount for my service but this was always peanuts compared to hunderds of dollars it would have cost to ship a unit like an xpa amp back to the USA and have shipped back again to the owner. Not to mention the time it would have taken to do so. I thought things were working perfectly. I was totally ignored when I asked about taking up the local dealership...not even a thankyou but we are not interested...zip. And I traveled all the way to Emotiva to meet Dan and Cathy, introduce myself and meet the team there including Lonnie and Joe and the rest of the gang...was made to feel like part of the family even...I was impressed then...but this is now.....the times are a changing. It remains to be seen what the newly appointed dealer here will do with previously owned and purchased Emotiva equipment failures but I fear it will be frustrating for those with existing gear they have before this new retailer was appointed. Sorry to hear that you were dis-ed in this way. I has been obvious that you've help a lot of people over the past years. And, God know what is going on in the minds of the "think tank" at Emotiva. In my mind a sales part without a service component makes no sense. Generally, we have a failing "Brick and Mortar" Hi-Fi dealer network across the U.S. Because of the "Big Box" distribution system that is in place, dealers can no longer charge the huge markups that they use to do and be at all competitive. The returning back to Emotiva on failure has always sucked. It's not that service wasn't timely or correctly performed, it's just that packing a 100 lb electronic unit up and the risks involved in transport are significant. Service centers don't do their work for free. There is a charge back to the company for warranty repairs. This has got to be on par with the shipping costs. If something like this becomes a new paradigm, I'm all for it even if minor price increases are involved. I stopped buying my scuba equipment online a few years ago because there is no substitution for having a person to talk to and the ability to try before you buy! |
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Post by Loop 7 on Feb 28, 2016 1:39:11 GMT -5
Maybe Class D will someday evolve to true greatness thereby reducing shipping weights.
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Post by Chuck Elliot on Feb 28, 2016 1:55:13 GMT -5
Maybe Class D will someday evolve to true greatness thereby reducing shipping weights. Don't think that hasn't crossed the minds of the "Think Tank": UPA-X -> UPA-XXX - smaller heatsink and inclusion of fans! XPA-II -> XPA-III - switching PS! |
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Post by bootman on Feb 28, 2016 11:05:08 GMT -5
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Post by 509Paul on Feb 29, 2016 12:16:33 GMT -5
I was wondering about this myself. Could it be tied in with the dealer network Emotiva is building? I know that my local dealer, New England Hi-Fi, has a great service department. That would probably simplify the process by including authorized service centers in cities that Emotiva chooses for dealers. |
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Post by albertiwell on Mar 7, 2016 8:56:48 GMT -5
Imagine the situation of clients like me, that we live in Europe. We do need at least one point authorized by Emotiva to repair our gear in case of failure.
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