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Post by armk9999 on Apr 5, 2016 15:45:20 GMT -5
I received my XPA 7 back from Emotiva today. It was 3 months old with less than 25 hours on it when it started popping and smoke was coming out of the top with a strong burning smell.
The Styrofoam was in pieces on all sides, there was no plastic covering over the unit and so there is a thick residue from the Styrofoam on the front as well as the sides, and there were Styrofoam pieces that were broken off that were caught in the vent holes on the top and I am sure several small pieces had fallen in.
There was also no service documentation in regards to the repair.
I walked home at lunch to take it up to my apartment from the security desk but went back to work after so I haven't hooked it back up yet - but it's disappointing that it came back like this.
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Post by Loop 7 on Apr 5, 2016 15:48:18 GMT -5
They should have placed it in a bag. The extra minute of labor would have made this less negative.
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bootman
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Typing useless posts on internet forums....
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Post by bootman on Apr 5, 2016 16:02:03 GMT -5
Is the actual unit damaged or just the box?
They can always send you another box.
What shipping company?
I assume you talked to Emotiva already before posting, what did they say?
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Post by gus4emo on Apr 5, 2016 16:21:31 GMT -5
Isn't a supervisor supposed to check before shipping back, that's totally BS, I hope I don't have to ever send mine, knock on wood it's been fantastic so far, hope everything is good.
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klinemj
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Post by klinemj on Apr 5, 2016 16:33:46 GMT -5
Was there evidence of damage to the exterior of the shipping container? If so, I suspect the shipper knew they damaged it, and someone opened it to check it out...possibly even removing the bag it should have been in to check for visible damage to the unit before repacking and sending it on its merry way. Emotiva knows better than to send an amp out like that.
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Post by armk9999 on Apr 5, 2016 16:49:26 GMT -5
No. In addition to the poor packaging, like I mentioned, there was also no service record. There was nothing in the box. I've never seen anything like this .
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Post by Hair Nick on Apr 5, 2016 16:57:17 GMT -5
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Post by chicagorspec on Apr 5, 2016 17:01:55 GMT -5
Was there evidence of damage to the exterior of the shipping container? If so, I suspect the shipper knew they damaged it, and someone opened it to check it out...possibly even removing the bag it should have been in to check for visible damage to the unit before repacking and sending it on its merry way. Emotiva knows better than to send an amp out like that. I wouldn't be so sure. Emotiva made it right with me as I posted about a few months back when I bought a heavy amp from the jadedesign EBAY store, but this looks like a repeat performance of what I found. A real shame that something that was so pristine can be so badly neglected, when just another minute or two of effort could make such a big difference. |
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Post by Dan Laufman on Apr 5, 2016 17:13:07 GMT -5
Hi all,
I'm extremely upset to see this amplifier returned in this condition. This is NOT how units are to be packaged for return. How embarrassing.
Heads will roll.
The client has ben PM'd and we'll make things right with him.
Grrrr...
Big Dan
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Post by teaman on Apr 5, 2016 17:18:55 GMT -5
I have a feeling something is up with your new hires or something Big Dan.
This is not a solitary case, I too have had an issue with an amp showing up in that same shape of packaging. I think mine was an Ebay purchase. I have had that silver padded foam surrounding the amp and there was probably two inches of a gap on every side between the amp and the foam. By the time I got it it was well stirred, I would say.
In the last few months there have been several of these threads so it does not seem to be a solitary case. Good workers are hard to find....and keep.
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Post by brubacca on Apr 5, 2016 17:19:41 GMT -5
I would bet that the shipping comany tampered with this. These Things happen in shipping sometimes. I had a $7,000 custom motor "lost" in shipping. We pitched a complete fit to the right people and after a week it was "found". It was damaged to the point of being not usable, but unless we had gone to the mat, it would have stayed "lost."
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Post by srpawski on Apr 5, 2016 17:26:26 GMT -5
Hi all, I'm extremely upset to see this amplifier returned in this condition. This is NOT how units are to be packaged for return. How embarrassing. Heads will roll. The client has ben PM'd and we'll make things right with him. Grrrr... Big Dan As a potential new customer to Emotiva, I'm happy to see that customer service is a priority. I would be further curious to see the remedy of this situation. |
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cawgijoe
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Post by cawgijoe on Apr 5, 2016 17:38:17 GMT -5
Hi all, I'm extremely upset to see this amplifier returned in this condition. This is NOT how units are to be packaged for return. How embarrassing. Heads will roll. The client has ben PM'd and we'll make things right with him. Grrrr... Big Dan As a potential new customer to Emotiva, I'm happy to see that customer service is a priority. I would be further curious to see the remedy of this situation. Since the CEO has responded, I certainly would have no trepidation ordering as a new customer. Great company and they will make it right. |
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Post by srpawski on Apr 5, 2016 17:41:58 GMT -5
Hence Big Dan. I didn't realize he was "the guy".
Thanks for the info
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Post by brubacca on Apr 5, 2016 18:11:35 GMT -5
Hence Big Dan. I didn't realize he was "the guy". Thanks for the info Emotiva is not perfect, but they are a great company to deal with. Big Dan is available to anyone. He is a solid guy running a solid company. |
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Post by mender on Apr 5, 2016 18:16:13 GMT -5
armk9999 Does the amp work?
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Post by Dan Laufman on Apr 5, 2016 18:19:54 GMT -5
Repaired units are to be returned fully cleaned with proper inserts and plastic bags.
Out of production models may have conformal foam packaging in place of original inserts, but they are designed to get the product to the client without damage.
We're looking into what went wrong and will correct this immediately.
Big Dan
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Post by armk9999 on Apr 5, 2016 18:31:00 GMT -5
@ Mender - I haven't put it back into my system. It takes a little work to put it back in and I am waiting to get a response back from DL and Emotiva. With the way it looks and the way the packaging looks along with the uncertainty of whether there's any damage, etc... - I just don't want to go through all that work at the moment. I'll wait for DL / Emotiva to get back to me.
I'm hoping Big Dan will make this right.
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Post by novisnick on Apr 5, 2016 18:32:07 GMT -5
Repaired units are to be returned fully cleaned with proper inserts and plastic bags. Out of production models may have conformal foam packaging in place of original inserts, but they are designed to get the product to the client without damage. We're looking into what went wrong and will correct this immediately. Big Dan I had no doubt that this is YOUR SOP, no dought in my mind that you wouldn't stand for something this easy to fix. I also have no dought that you have higher standards then what was presented to your customer. With that said,,,,, yesterday you brought up loudspeakers,,,,,, please elaborate just a little more then you have to this point. Id really like another set of keeper speakers!! Thanks Big Dan |
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Post by DavidR on Apr 5, 2016 19:25:47 GMT -5
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