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Post by vneal on Apr 5, 2016 19:29:19 GMT -5
This to me is a closed case. Emotivas president said how embarrassing and heads will roll. sh** happens and we all learn. Me I am proud to be with the Emotiva family in that they are not perfect- accept mistakes and improve from there. Kudos
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Post by Loop 7 on Apr 5, 2016 20:27:06 GMT -5
When I bought a refurb XPA-3 Gen2, the amp itself was very dusty and had 20-30 fingerprints.
I called Emotiva, sent them pictures and they resolved it rapidly and painlessly.
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Post by jhob on Apr 5, 2016 22:08:46 GMT -5
Sometimes its just the UPS monkees. What can Brown do for you? Thanks, but you've done enough already. I received an XPA-2 that's box was in much worse shape. Thankfully the amp was well packed, and in perfect shape. I think too many people that work for the shipping companies are complacent and don't treat the packages they would want their items handled. |
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Post by 509Paul on Apr 5, 2016 22:14:37 GMT -5
My new XPA-2 arrived very dirty when I took it out of the box and uncovered it. It was covered in greasy looking finger smudges and lots of dust like it had sat next to a dirt road for the day but performed perfect so I never questioned Emotiva about the odd condition it arrived in.
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Post by ÈlTwo on Apr 5, 2016 23:10:46 GMT -5
I always have my stuff delivered to my office, and, apparently unlike many of you, the UPS, FedEx and USPS people all like me.  |
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Post by novisnick on Apr 5, 2016 23:49:36 GMT -5
I always have my stuff delivered to my office, and, apparently unlike many of you, the UPS, FedEx and USPS people all like me. What is wrong with those delivery guys??  |
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Post by bolle on Apr 6, 2016 3:49:17 GMT -5
I always have my stuff delivered to my office, and, apparently unlike many of you, the UPS, FedEx and USPS people all like me. What is wrong with those delivery guys?? I don´t know how it is overseas but here in Germany it is quite a Price war since the postal Services ("Deutsche Post") isn´t a government Company anymore (about 30 years ago). Lots of the delivery guys are subcontractors, getting paid not very much or a flat daily rate for a delivery area, not depending on how many packages they actually have to deliver. So those guys work 60-70 hours a week to get the Job done, while getting paid 40 if they are lucky. If they won´t do so, they get fired. So if you are in a constand hurry and have to deal with very heavy packages, damages happen. Not meant as an excuse but I often really pity those delivery guys at the end of the chain. |
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cgolf
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Post by cgolf on Apr 6, 2016 5:08:56 GMT -5
Internal damage and dirt is a totally different issue than external box damage. The internal dirt, dust, fingerprints, smudges, etc. are the result of poor QC or someone who just doesn't care or possibly an oversight. " External box damage is the shipping company. I can't imagine handling the # of boxes they handle every day. It is "Katy bar the door" just to get them on the trucks and delivered. I'm not sticking up for the poor treatment but no, the people handling the packages are not sweet, calm and treating that box like you and I would like. They are working to get their routes completed and do their job. All I am saying is that is how it is. I've had a few things damaged over the years by UPS and FedEx and they have always resolved the issues.  |
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Post by novisnick on Apr 6, 2016 8:32:02 GMT -5
What is wrong with those delivery guys?? I don´t know how it is overseas but here in Germany it is quite a Price war since the postal Services ("Deutsche Post") isn´t a government Company anymore (about 30 years ago). Lots of the delivery guys are subcontractors, getting paid not very much or a flat daily rate for a delivery area, not depending on how many packages they actually have to deliver. So those guys work 60-70 hours a week to get the Job done, while getting paid 40 if they are lucky. If they won´t do so, they get fired. So if you are in a constand hurry and have to deal with very heavy packages, damages happen. Not meant as an excuse but I often really pity those delivery guys at the end of the chain. Thanks for your post, I didnt know all of that about the German post. My satirical question was, how could all of those delivery guys like ElTwo? , I was attempting to make a funny.    |
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Post by bolle on Apr 6, 2016 8:40:10 GMT -5
And I got it completely wrong - doh!  ElTwo is smart, it is always good to be liked by your delivery guys. Helps with second delivery try, taking the extra time to see if your neighbors may take the package if you aren´t home and so on. |
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Post by tchaik on Apr 6, 2016 8:56:56 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.
having sent back for service or updates for a few items over the last 8 years this has never happened to me no matter how light or heavy the product. i have owned a majority of their products over the years. these are what i sent back: UMC-1- updates… I don't like doing them myself. XMC-1 - update… very early in production a change was made and i sent it back for that. ERC-1- service….. cd wouldn't come back out. XPR-5-service…. A small hum in one channel. btw… a 100+ pound unit. in all cases, the items were returned clothed in their plastic bag, with a service record, fully boxed with the foam and box i sent it with. my guess is that this was dropped by the shipper, then opened by the shipper, checked for damage and not repackaged properly. a less probable scenario is that this was a new employee at emotiva who was out drinking the night before and barely functioning on the job the next day. if the second option is closer to the truth i assume that person is looking for work elsewhere. that being said…. emotiva takes great pride in the level and quality of it's customer service, product, shipping, packaging etc…… this has been my experience since 2008. i am really sorry for what happened to your amp and i know big dan will get to the bottom of the problem. be assured that all will be made right. tchaik…………… |
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Post by armk9999 on Apr 6, 2016 11:29:56 GMT -5
The theory that the shipper tampered with the contents doesn't seem like a sound thesis even though I am sure that there are probably situations where that does exist. If I am a shipper and I opened the package to check the contents after dropping it - why would I take the time to unpack everything, take the unit out of the bag to inspect it, but not take the time to put it back into the bag - if I am worried about damage that I may have caused. That would leave an audit trail that it was tampered with. Also, there was no service repair documentation and why would I take that out and on top of that not put it back in.
This combined with the lack of tampering evidence on the outside of the box - leads to my belief that there was a breakdown somewhere in the quality control and logistics chain and it just wasn't handled / packaged properly for whatever reason. To me, this is a much more plausible explanation than the proposed conspiracy theory especially since there were several posts in this string suggesting that there have been previous instances where similar issues were identified. |
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Post by tchaik on Apr 6, 2016 11:47:11 GMT -5
The theory that the shipper tampered with the contents doesn't seem like a sound thesis even though I am sure that there are probably situations where that does exist. If I am a shipper and I opened the package to check the contents after dropping it - why would I take the time to unpack everything, take the unit out of the bag to inspect it, but not take the time to put it back into the bag - if I am worried about damage that I may have caused. That would leave an audit trail that it was tampered with. Also, there was no service repair documentation and why would I take that out and on top of that not put it back in. This combined with the lack of tampering evidence on the outside of the box - leads to my belief that there was a breakdown somewhere in the quality control and logistics chain and it just wasn't handled / packaged properly for whatever reason. To me, this is a MUCH MORE plausible explanation than that conspiracy theory especially since there were several posts in this string suggesting that there have been previous instances where similar issues were identified. the theory about the shipper is more sound than you could imagine considering that time is an issue. so taking it out of the bag but not putting the bag back on makes perfect sense. the service record is usually on top, so that having been removed and could have been easily ignored especially since the bag was removed and not replaced. again these guys are in a hurry. that being said, the other option of a lazy employee at emotiva is not an unreasonable theory also. but the employee would not be operating under the standards set forth by the company. whichever it is, it will be set right. tchaik………… |
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guitarforlife
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Just another busy day in Northern Wisconsin.
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Post by guitarforlife on Apr 6, 2016 12:00:15 GMT -5
Big Dan the owner of Emotiva said he would take care of it. I'm sure he will.
My question is what do any of you expect him to do? Just wondering what you are all thinking.
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Post by novisnick on Apr 6, 2016 12:02:08 GMT -5
Big Dan the owner of Emotiva said he would take care of it. I'm sure he will. My question is what do any of you expect him to do? Just wondering what you are all thinking. He will make the customer Happy! Period! |
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cawgijoe
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Post by cawgijoe on Apr 6, 2016 12:06:27 GMT -5
Big Dan the owner of Emotiva said he would take care of it. I'm sure he will. My question is what do any of you expect him to do? Just wondering what you are all thinking. It's either bad packing at Emotiva, or poor shipping. Dan will find out. As to what he will do.....I suppose he could ask for the amp back and have it re-checked and brought back to specs if needed. Cleaned up. Sent back. The other option is to send another one out if they have one. If it's a shipper problem, I'm sure Emotiva will file an insurance claim. |
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guitarforlife
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Just another busy day in Northern Wisconsin.
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Post by guitarforlife on Apr 6, 2016 12:21:06 GMT -5
Big Dan the owner of Emotiva said he would take care of it. I'm sure he will. My question is what do any of you expect him to do? Just wondering what you are all thinking. He will make the customer Happy! Period! OK, But if it were you what would it take to make you happy? |
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DYohn
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Post by DYohn on Apr 6, 2016 12:36:23 GMT -5
Happy endings all around, eh?
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guitarforlife
Sensei
Just another busy day in Northern Wisconsin.
Posts: 947
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Post by guitarforlife on Apr 6, 2016 12:36:27 GMT -5
You guy, misunderstand my question. I'm not asking what you Big Dan will do.
I'm asking what would you like him to do. Say if it were you.
We do not even know if the amp works. If were me the first thing before jumping on the forum I would have hooked it up to see if it worked.
If the amp works the shipper will not anything about it there is no damage to the physical amp.
Yes, I have shipped hundreds of guitars all over the world so I have a small idea about filing claims with shippers.
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Post by novisnick on Apr 6, 2016 12:41:46 GMT -5
You guy, misunderstand my question. I'm not asking what you Big Dan will do. I'm asking what would you like him to do. Say if it were you. We do not even know if the amp works. If were me the first thing before jumping on the forum I would have hooked it up to see if it worked. If the amp works the shipper will not anything about it there is no damage to the physical amp. Yes, I have shipped hundreds of guitars all over the world so I have a small idea about filing claims with shippers. Ok, Make ME Happy!
edit; just make it right, thats all!! Throw in some Blue M&M's and I'm happy! |
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