|
|
Post by monkumonku on Apr 6, 2016 12:47:13 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. I would want an amp back (my original one or a different one, same model) that worked properly and was in at least as good cosmetic condition as the one I sent back for repairs. I think all the speculation as to what caused the damage is pointless because that's all it is - speculation. Dan seems to think it is Emo's fault so I say give him the opportunity to fix it and take preventative measures for future incidents like this. Then if it isn't fixed properly I'm sure we'll be hearing from the OP again. Speaking of OP, since George Lucas used Harrison Ford in Star Wars, having worked with him on American Graffiti, maybe he should have used Ron Howard as Luke Skywalker. Then he could have referred to Darth Vadar as "pa." "Luke - I'm your pa." But then he might have gotten confused as Opie-Wan. Yeah I know this doesn't belong in this thread but that just came to mind. |
|
|
|
Post by armk9999 on Apr 6, 2016 12:48:13 GMT -5
There's a lot of work that goes into putting it back in "just to test it" with the way I have things set up - pulling out the entertainment stand out which takes an extra set of hands with very careful attention because I have hard wood floors, several hundred pounds in the stand, and my TV is connected to a bracket that is connected to the entertainment stand. There's also all the re-wiring and I have everything tied off at the moment.
I try to do this a little as possible...
|
|
|
|
Post by yeeeha17 on Apr 6, 2016 12:56:35 GMT -5
I have always taken pictures of the products condition before sending and how it was packed. Hope everything works out for you tho.
|
|
DYohn
Emo VIPs 
Posts: 18,488
|
Post by DYohn on Apr 6, 2016 12:57:39 GMT -5
You mean "aspersions." Casting a dispersion would be how you plant grass seed.  |
|
|
|
Post by armk9999 on Apr 6, 2016 13:00:49 GMT -5
The Styrofoam was in perfect condition when I sent it back. There were no cracks in it. It also went back in the original box - so no worries there. If there were any issues, I would have contacted Emotiva to discuss how to best proceed with shipping it back and I am sure there would have been some feedback upon receipt.
|
|
|
|
Post by 405x5 on Apr 6, 2016 13:12:51 GMT -5
I was surprised by this thread until it rang "familiar" to me from last month.
Whatever is going on here, It leaves me totally without worry about Emotiva.
The packaging is so excellent, I use it as an example of how to package sensitive electronics as safely as possible.
Now, I'm going to finish my coffee, while enjoying my unpacked, beautifully double boxed XMC and will keep the rest of my thoughts about this whole deal to myself!
Bill
|
|
guitarforlife
Sensei
Just another busy day in Northern Wisconsin.
Posts: 947
|
Post by guitarforlife on Apr 6, 2016 13:44:21 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. I would want an amp back (my original one or a different one, same model) that worked properly and was in at least as good cosmetic condition as the one I sent back for repairs. I think all the speculation as to what caused the damage is pointless because that's all it is - speculation. Dan seems to think it is Emo's fault so I say give him the opportunity to fix it and take preventative measures for future incidents like this. Then if it isn't fixed properly I'm sure we'll be hearing from the OP again. Speaking of OP, since George Lucas used Harrison Ford in Star Wars, having worked with him on American Graffiti, maybe he should have used Ron Howard as Luke Skywalker. Then he could have referred to Darth Vadar as "pa." "Luke - I'm your pa." But then he might have gotten confused as Opie-Wan. Yeah I know this doesn't belong in this thread but that just came to mind. The force is strong with you. Thank You that is what I was hoping to hear. |
|
|
|
Post by DavidR on Apr 6, 2016 13:46:11 GMT -5
I was surprised by this thread until it rang "familiar" to me from last month. Whatever is going on here, It leaves me totally without worry about Emotiva. The packaging is so excellent, I use it as an example of how to package sensitive electronics as safely as possible. Now, I'm going to finish my coffee, while enjoying my unpacked, beautifully double boxed XMC and will keep the rest of my thoughts about this whole deal to myself! Bill Are you ready to sell me those Allison 20s yet?  |
|
guitarforlife
Sensei
Just another busy day in Northern Wisconsin.
Posts: 947
|
Post by guitarforlife on Apr 6, 2016 13:46:34 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!  I would rather have Green M&M's, you know for home runs.  |
|
|
|
Post by 405x5 on Apr 6, 2016 13:55:33 GMT -5
|
|
guitarforlife
Sensei
Just another busy day in Northern Wisconsin.
Posts: 947
|
Post by guitarforlife on Apr 6, 2016 13:58:46 GMT -5
There's a lot of work that goes into putting it back in "just to test it" with the way I have things set up - pulling out the entertainment stand out which takes an extra set of hands with very careful attention because I have hard wood floors, several hundred pounds in the stand, and my TV is connected to a bracket that is connected to the entertainment stand. There's also all the re-wiring and I have everything tied off at the moment.
I try to do this a little as possible...
I can appreciate that. But what will you say when asked the question if it works. You will not have a answer. So as it stands right now. The most you can tell the shipper or Emo is you have a dirty amp and broken Styrofoam. See ware I'm going with this. If the amp does not work then you have a very legitimate complaint. I once shipped a guitar in the exact same manner that I had received it shipped to me from the manufacture. Same box, same Styrofoam packing, same tape to close the box, same case. But when I shipped it, it got damaged. So I filed a claim. When UPS got back to me they said they would not pay the claim due to improper shipping material. I could do nothing. So my point is with out knowing if you amp works or not. I don't believe you will get very far. |
|
|
|
Post by DavidR on Apr 6, 2016 14:37:34 GMT -5
I remember reading that thread some time ago. I've been a member of CSP for a while now. |
|
|
|
Post by rbk123 on Apr 6, 2016 14:50:03 GMT -5
There's a lot of work that goes into putting it back in "just to test it" with the way I have things set up - pulling out the entertainment stand out which takes an extra set of hands with very careful attention because I have hard wood floors, several hundred pounds in the stand, and my TV is connected to a bracket that is connected to the entertainment stand. There's also all the re-wiring and I have everything tied off at the moment.
I try to do this a little as possible... Out of curiosity, what are your alternatives? If you have no ability to test it, and aren't going to put it back into your system without testing it, are you going to send it back to Emo to have them test it and send back to you? |
|
|
|
Post by Dan Laufman on Apr 6, 2016 15:35:11 GMT -5
FYI...
The client is being sent an advance replacement unit at no charge today. This unit was tested and inspected by our service manager and run through the full Audio Precision test regimen. It is PERFECT.
He is also being sent a new box and packaging, and yes.. a BAG, along with a prepaid shipping label in order to return the original unit.
So, as far as this situation in concerned, I believe we have made things right for this gentlemen.
Now, in order to avoid this type of mistake in the future, we have made several procedural changes to ensure that this does not ever happen again.
We always strive to return the units is as close the "like new" condition as possible and that includes packaging. We dropped the ball here, but it will not happen again. Period.
Apologies to all.
Big Dan
|
|
|
|
Post by armk9999 on Apr 6, 2016 15:47:36 GMT -5
That's big time customer service DL and it is most appreciated! I may be back on the Emotiva bandwagon after all!
|
|
|
|
Post by tchaik on Apr 6, 2016 19:45:37 GMT -5
FYI... The client is being sent an advance replacement unit at no charge today. This unit was tested and inspected by our service manager and run through the full Audio Precision test regimen. It is PERFECT. He is also being sent a new box and packaging, and yes.. a BAG, along with a prepaid shipping label in order to return the original unit. So, as far as this situation in concerned, I believe we have made things right for this gentlemen. Now, in order to avoid this type of mistake in the future, we have made several procedural changes to ensure that this does not ever happen again. We always strive to return the units is as close the "like new" condition as possible and that includes packaging. We dropped the ball here, but it will not happen again. Period. Apologies to all. Big Dan as always… Big Dan is the MAN…… tchaik…………… |
|
|
|
Post by brutiarti on Apr 6, 2016 20:08:21 GMT -5
FYI... The client is being sent an advance replacement unit at no charge today. This unit was tested and inspected by our service manager and run through the full Audio Precision test regimen. It is PERFECT. He is also being sent a new box and packaging, and yes.. a BAG, along with a prepaid shipping label in order to return the original unit. So, as far as this situation in concerned, I believe we have made things right for this gentlemen. Now, in order to avoid this type of mistake in the future, we have made several procedural changes to ensure that this does not ever happen again. We always strive to return the units is as close the "like new" condition as possible and that includes packaging. We dropped the ball here, but it will not happen again. Period. Apologies to all. Big Dan I don't want sound negative but i think this type of resolutions for some issues are not the best at the end. The problem with FREE advance replacements is that after reading this post then everybody will expect the same treatment. And after some bad apples don't sending the "damaged" unit back, the business is obligated to stop the free advance replacements and we are back to square one. I bet that emotiva has the credit card info but after dealing with people that close their accounts or file chargebacks i think that is not worth the hassle. Don't get me wrong, from an honest customer's point of view this is awesome. |
|
klinemj
Emo VIPs
Official Emofest Scribe
Posts: 15,090
|
Post by klinemj on Apr 6, 2016 20:29:56 GMT -5
That's big time customer service DL and it is most appreciated! I may be back on the Emotiva bandwagon after all! "May be???" I have always heard that the measure of true service is not whether an occasionally mistake is made, but how it is handled. I quickly get behind companies who "man up" and handle things, especially when the owner himself intervenes. Heck, I could not get a straight answer out of Denon or Time Warner Cable or Asus or DirecTV or General Motors or several other companies on simple, minor things. In fact, GM would not answer my question even though I asked nicely, and they sent me a nasty-gram chastising me when I nicely re-asked the question they had failed to answer after two inquiries over 3 weeks. Emotiva is a bandwagon that is easy to get onto...both for their great products and prices, but also outstanding service. YMMV... Mark |
|
|
|
Post by Jim on Apr 6, 2016 20:44:28 GMT -5
I don't want sound negative but i think this type of resolutions for some issues are not the best at the end. The problem with FREE advance replacements is that after reading this post then everybody will expect the same treatment. And after some bad apples don't sending the "damaged" unit back, the business is obligated to stop the free advance replacements and we are back to square one. I bet that emotiva has the credit card info but after dealing with people that close their accounts or file chargebacks i think that is not worth the hassle. Don't get me wrong, from an honest customer's point of view this is awesome. I think I understand what you're saying --- but Dan faithfully took care of the issue (and in a great manner I think) and is also fixing the root cause. I don't know what else should be done. Perhaps there is another way to take care of it that is cheaper for Emotiva - but I think when customer service exceeds expectations - it builds (or should build) brand loyalty and customer satisfaction. I hope when a potential customer sees this thread - they see a simple mistake - and a really good resolution. Dan "owned" the problem - that speaks volumes in a society where so much is just deflected. |
|
guitarforlife
Sensei
Just another busy day in Northern Wisconsin.
Posts: 947
|
Post by guitarforlife on Apr 6, 2016 21:49:31 GMT -5
That's big time customer service DL and it is most appreciated! I may be back on the Emotiva bandwagon after all! "May be???" I have always heard that the measure of true service is not whether an occasionally mistake is made, but how it is handled. I quickly get behind companies who "man up" and handle things, especially when the owner himself intervenes. Heck, I could not get a straight answer out of Denon or Time Warner Cable or Asus or DirecTV or General Motors or several other companies on simple, minor things. In fact, GM would not answer my question even though I asked nicely, and they sent me a nasty-gram chastising me when I nicely re-asked the question they had failed to answer after two inquiries over 3 weeks. Emotiva is a bandwagon that is easy to get onto...both for their great products and prices, but also outstanding service. YMMV... Mark When I was a kid my Dad bought a new Pontiac J2000. He had nothing but problems with it. Finely the dealer told him to call GM's district manager. He did, He told them the car was junk. Her response was if you don't like it don't buy any more GM cars. Guess what to this day he never has and neither have I. We have been buying Jeeps ever since. |
|
