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Post by novisnick on Feb 21, 2017 4:00:00 GMT -5
" The MC700 has only been out a short time in the grand scheme of things. In these days, if you want a "perfect" product and no shipping delays...simple...wait until they are obsolete.".... Wow, Mark, I think this is one of the most relevant statements I've ever read. I couldn't agree with you more. One additional comment (or clarification), if I may, is that "everyone" who made a full price purchase of a UMC-1 (those of us who didn't have, or use, a previously issued method of discount) received a 40% "Next Generation" Upgrade Card. However, those of us who stuck with the UMC-1 throughout the many months of issues were given two things. First, Dan paused the 30 day return window until a workable "official" firmware was released, only after that point did the "trial" clock start. Second, after the 30 day return window closed, those of us who kept our UMC-1 were given $100 in EmoBucks as a personal "thank you" from Emotiva for sticking with them. As anyone can see from my sig, I've spent a bit of money with Emotiva. I could have spent that money anywhere. Not every transaction was "silky smooth", but not one single time have I ever felt that I have not been treated fairly, handled skillfully or feel that I didn't matter. I've had both Lonnie and Keith email me, personally, to answer technical questions. I've had Dan Laufman, much to my surprise, pick up the phone to take a sales call and was graciously willing to take the time to discuss anything under the sun. To me, these things define customer service. Harlan...your local Best Buy likely employs more personnel to service your community than Emotiva does to service the entire planet. Sometimes they might fall a bit short, so, yes, I cut them some slack. I guess I'm one of the " bunch of folks that gives them a pass". Maybe you should too. As for "poor communication", things used to be a lot different around here. Both Dan and Lonnie frequented the Lounge quite often and openly shared what was going on at Emotiva from the "inside". All of the likeminded armchair quarterbacks who thought they knew it all eventually took care of that. Dan had enough, Lonnie went silent and now you get crickets. Food for thought don't you think...? Socketman mentioned Oppo and their current situation with the UHD-203. I own one and, yes, there are problems and they're working on them. All while taking the same beatings for releasing a product that's less than perfect. But guess what, they're not online discussing what they're fixing. Do I worry about it? Nope. I've owned every Oppo "shiny disc" player since their humble beginnings and I have faith that this will be yet another stellar product in the end. On that topic, click HERE and tell me if you see anything from Oppo publicly discussing a list of "bugs" they're working on. I'll save you the trouble, they're not. Neither does anyone else. This forum, although paid for through the generosity of Emotiva, is NOT a manufacturer's support site. Sales questions should be directed to "sales@emotiva.com". Customer Service questions should go to "customerservice@emotiva.com". Support issues go to "support@emotiva.com". Their office hours are Monday through Friday, 8am to 5pm (Central Standard Time), and their phone number is 1.877.366.8324. If you have a question and need an answer NOW, that's how it's handled. The rest of us are just here to help our friends and fellow enthusiasts where we can...  |
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Post by harlan on Feb 21, 2017 6:38:03 GMT -5
So why are you guys trying to negate my personal experience? In my experience as a product development professional, a Marketing Manager of a National Brand and most importantly as a consumer, the roll out of the MC700 was unfair to the consumer who early adopted.
How could any adequate pre production/pilot run testing not uncover the issues that they finally admitted to it having?
So your experience was great, mine was not. That doesnt mean they are bad people, obviously they are good people and I believe that. I think what some of you miss however is good customer service is proactive not reactive. Giving a credit after the fact is the right thing to do, but it does not equate to good customer service.
Insering Oppo into the discussion is at best subscribing to the arguement that 2 wrongs makes a right and at worst obfuscation. If you recieved a coupon or discount or gift card it's not because you received good customer service, its to compensate you for poor customer service.
So what I see here is a lot of confirmation bias and cognitive dissonance.
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klinemj
Emo VIPs 
Official Emofest Scribe
Posts: 15,089
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Post by klinemj on Feb 21, 2017 7:08:30 GMT -5
So why are you guys trying to negate my personal experience? In my experience as a product development professional, a Marketing Manager of a National Brand and most importantly as a consumer, the roll out of the MC700 was unfair to the consumer who early adopted. How could any adequate pre production/pilot run testing not uncover the issues that they finally admitted to it having? We are not trying to "negate" your experience. We are simply providing an alternative view to yours. You painted them as universally bad, so you could be accused of trying to negate our experiences. Others have very different experiences than you have had. Accept it. As to your question, it seems to happen a lot in electronics...even with Oppo, Denon, Marantz, etc. By the way, if you are going to name call us, at least check the spelling of the word "sycophant" (assuming that is what you meant instead of "pscophant"). Mark |
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Post by Jim on Feb 21, 2017 7:18:01 GMT -5
So why are you guys trying to negate my personal experience? In my experience as a product development professional, a Marketing Manager of a National Brand and most importantly as a consumer, the roll out of the MC700 was unfair to the consumer who early adopted. How could any adequate pre production/pilot run testing not uncover the issues that they finally admitted to it having? So your experience was great, mine was not. That doesnt mean they are bad people, obviously they are good people and I believe that. I think what some of you miss however is good customer service is proactive not reactive. Giving a credit after the fact is the right thing to do, but it does not equate to good customer service. Insering Oppo into the discussion is at best subscribing to the arguement that 2 wrongs makes a right and at worst obfuscation. If you recieved a coupon or discount or gift card it's not because you received good customer service, its to compensate you for poor customer service. So what I see here is a lot of confirmation bias and cognitive dissonance. Stating your "credentials" doesn't make you sound more experienced. It just makes you sound more arrogant. Oh, you worked for a "National Brand"... now you have my attention. |
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Post by beardedalbatross on Feb 21, 2017 9:01:11 GMT -5
The strangest part of the whole thing, as has been mentioned in the issues thread, was Emotiva talking about the extensive quality control testing they performed on the unit. They held back shipping a bit for this and nothing came of it. They apparently didn't catch some of the very obvious stuff.
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Post by fourier on Feb 21, 2017 14:32:07 GMT -5
Received shipping update email this morning indicating that Emotiva will charge credit cards this week and begin shipping MC-700s on Feb 28th in the order in which they were received and they expect to have all pre-orders filled by March 10th.
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Post by rbk123 on Feb 21, 2017 15:11:40 GMT -5
They have no idea what customer service actually is. What they have is a bunch of folks who will give them a pass no matter they do or dont do. That pscophantic behavior only serves to tell Emotiva they can continue their poor customer service. There's a wide range on the customer service spectrum between stellar and horrible. In addition, there are many different areas for customer service to be provided. The handling of the MC-700 launch is just a small sliver of the service they provide for all of their products. Whether you think they handled/are handling the 700 sufficiently or poorly, to characterize their entire service ability by just this one product is as narrow minded as giving Emo a blind pass on any/all service issues. |
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Post by jolaca on Feb 21, 2017 17:39:25 GMT -5
Received shipping update email this morning indicating that Emotiva will charge credit cards this week and begin shipping MC-700s on Feb 28th in the order in which they were received and they expect to have all pre-orders filled by March 10th. I confirm I've received this afternoon same email. Great!! It seems that soon we'll be enjoying our new pre!!😀 |
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Post by rbk123 on Feb 21, 2017 18:06:19 GMT -5
I would predict the new firmware will be made available at a similar time, as I'm guessing these would all ship with the new firmware.
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Post by dbesh2 on Mar 3, 2017 19:05:50 GMT -5
I was charged a few days ago but have not received a tracking number as of yet.
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hemster
Global Moderator 
Particle Manufacturer
...still listening... still watching
Posts: 51,951
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Post by hemster on Mar 3, 2017 21:16:29 GMT -5
I was charged a few days ago but have not received a tracking number as of yet. What was your alleged crime?  Sorry, couldn't resist. |
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Post by dbesh2 on Mar 5, 2017 10:49:27 GMT -5
I was charged a few days ago but have not received a tracking number as of yet. What was your alleged crime? Sorry, couldn't resist. No problem, I set myself up for that one!  call it self-incrimination! |
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Post by fourier on Mar 8, 2017 12:38:41 GMT -5
Just received an email update on the shipping of my MC-700 unit. Shipment of backordered MC-700s will begin tomorrow and Emotiva expects to have backorders completed by March 24th. This shipment is for my reservation of a unit from the "January Shipment". It is completely understandable that availability of a product may be limited at introduction due to demand outpacing supply, but I feel like Emotiva has been making shipping commitments based on what they hope will happen, rather than what they know that they can deliver.
Here are the two recommendations I would make to Emotiva sales:
1) If you do not have a fully tested unit in a box in the shipping container from China that you can allocate to me, do not provide ANY date. I still would have reserved a unit without a date commitment.
2) When I reserved a unit, your communication was that my credit card would not be charged until my unit was ready to ship. My credit card was charged on 2/24 and my unit has not yet shipped. To me, this is a serious breach of trust and makes me feel like this is operating like a kickstarter rather than a professional company.
For better or worse, at least I somewhat expected this result from what I had read of Emotiva on these boards and elsewhere on the internet ...
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Post by harlan on Mar 8, 2017 13:29:17 GMT -5
Just received an email update on the shipping of my MC-700 unit. Shipment of backordered MC-700s will begin tomorrow and Emotiva expects to have backorders completed by March 24th. This shipment is for my reservation of a unit from the "January Shipment". It is completely understandable that availability of a product may be limited at introduction due to demand outpacing supply, but I feel like Emotiva has been making shipping commitments based on what they hope will happen, rather than what they know that they can deliver. Here are the two recommendations I would make to Emotiva sales: 1) If you do not have a fully tested unit in a box in the shipping container from China that you can allocate to me, do not provide ANY date. I still would have reserved a unit without a date commitment. 2) When I reserved a unit, your communication was that my credit card would not be charged until my unit was ready to ship. My credit card was charged on 2/24 and my unit has not yet shipped. To me, this is a serious breach of trust and makes me feel like this is operating like a kickstarter rather than a professional company. For better or worse, at least I somewhat expected this result from what I had read of Emotiva on these boards and elsewhere on the internet ... I agree but wait, the apologists will be by soon to scold you and tell you how Oppo does the same thing like that matters. Bottom line is a product not ready for prime time should not ship. I'm still waiting to use the Bluetooth module I purchases 3 months ago and still have no idea when I will be able to use it. |
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nrde
Minor Hero
Posts: 62 
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Post by nrde on Mar 8, 2017 13:33:54 GMT -5
Just received an email update on the shipping of my MC-700 unit. Shipment of backordered MC-700s will begin tomorrow and Emotiva expects to have backorders completed by March 24th. This shipment is for my reservation of a unit from the "January Shipment". It is completely understandable that availability of a product may be limited at introduction due to demand outpacing supply, but I feel like Emotiva has been making shipping commitments based on what they hope will happen, rather than what they know that they can deliver. Here are the two recommendations I would make to Emotiva sales: 1) If you do not have a fully tested unit in a box in the shipping container from China that you can allocate to me, do not provide ANY date. I still would have reserved a unit without a date commitment. 2) When I reserved a unit, your communication was that my credit card would not be charged until my unit was ready to ship. My credit card was charged on 2/24 and my unit has not yet shipped. To me, this is a serious breach of trust and makes me feel like this is operating like a kickstarter rather than a professional company. For better or worse, at least I somewhat expected this result from what I had read of Emotiva on these boards and elsewhere on the internet ... More or less the same feeling, I paid with paypal already 17th of February and got an reply immediately that the shipping date is March 10 the latest. Today I got an email that the shipping date is pushed back 2 weeks in the worst case. I don't know on what calculations the latest 10th of March date was based on but obviously it was nowhere near accurate. I reserved mine from the February batch. |
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Post by brutiarti on Mar 8, 2017 13:45:38 GMT -5
I agree but wait, the apologists will be by soon to scold you and tell you how Oppo does the same thing like that matters. Oppo doesn't do pre-orders. They send an email to let you know that they are started shipping so you can purchase the product and it usually ships the same day. That's is my experience with oppo. |
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Post by harlan on Mar 8, 2017 14:17:47 GMT -5
I agree but wait, the apologists will be by soon to scold you and tell you how Oppo does the same thing like that matters. Oppo doesn't do pre-orders. They send an email to let you know that they are started shipping so you can purchase the product and it usually ships the same day. That's is my experience with oppo. Understood. My point was about releasing a product with bugs. Basically the apologists claim its ok for Emo to do it since Oppo does [rolleyes]. |
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Post by dbesh2 on Mar 8, 2017 14:49:20 GMT -5
Oppo doesn't do pre-orders. They send an email to let you know that they are started shipping so you can purchase the product and it usually ships the same day. That's is my experience with oppo. Understood. My point was about releasing a product with bugs. Basically the apologists claim its ok for Emo to do it since Oppo does [rolleyes]. That is my experience with Oppo and others. I can't say I never had my card charged immediately and then had to wait for something to ship, but only in rare instances. I was frankly surprised Emo would do this. Taking a payment then telling you there was an unexpected shipping delay is one thing. Signing up to make sure you are in queue for the next shipment, then charging you in anticipation of a pending shipment, and then more delay is kind of piling it on. In the interest of customer service, it would be better to take a $50 deposit (refundable if order is canceled) when putting you on the list, then charging your card for the remainder when the product is actually ready to ship. |
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Post by harlan on Mar 8, 2017 15:46:31 GMT -5
Yup...when I inquired in late November about the MC700 the President of sales said if I wanted to get in on the first shipment I should buy now and that the units were going to ship prior to 12/30. That didnt happen but its all good now but it made me feel a little deceived.
I was also told by her that the black trim pieces would not fit on my LPA. I called the production folks and they told me otherwise.
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Post by monkumonku on Mar 8, 2017 15:52:42 GMT -5
Yup...when I inquired in late November about the MC700 the President of sales said if I wanted to get in on the first shipment I should buy now and that the units were going to ship prior to 12/30. That didnt happen but its all good now but it made me feel a little deceived. I was also told by her that the black trim pieces would not fit on my LPA. I called the production folks and they told me otherwise. Who is the President of sales? |
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call it self-incrimination! 
