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Post by multicore on Nov 22, 2019 15:35:21 GMT -5
The warranty would be in your name so I would have to think you are good to go. Chad Don't think its in my name looking at it from Emotiva's perspective, should be the reseller's name on the unit. Assuming you bought the XMC-1 new from an official reseller, then Emotiva should honor your upgrade request.
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KeithL
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Post by KeithL on Nov 22, 2019 15:40:49 GMT -5
There does indeed seem to be some sort of misunderstanding....
Since you purchased your XMC-1 through an authorized reseller you ARE eligible for the upgrade program. (Basically the same eligibility requirements apply as if you had purchased it here in the USA.)
Note, however, that the upgrade program is being offered directly by Emotiva. Therefore, in order to take advantage of the upgrade program, you will be responsible for shipping to and from the USA. (If you contacted the reseller directly they may have intended merely to inform you that they are not participating in the program.)
You will need to contact our sales department here to make arrangements. (sales@emotiva.com)
You will be asked to provide a copy of your receipt so we can officially register the current warranty in your name.
You can also discuss shipping and billing arrangements with them.
Keith, I purchased my XMC-1 through your authorized reseller "hembiobutiken" in Sweden and when I asked about the upgrade program I was told it was not applicable because I had bought thru a reseller.... Pi**ed me off big time having done my research on here and I am hoping this is just a misunderstanding?
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KeithL
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Post by KeithL on Nov 22, 2019 16:12:37 GMT -5
I'm trying to be complete - but, at the same time, not include so much detail that it just confuses everyone. That list is complete in the context of whether XMC-1 units purchased on the used market are eligible for upgrade or not. (There's no question about Certified Refurbished units purchased on the used market being eligible because their warranty in non-transferable.)
It would be more complete to say that this refers to "XMC-1 units sold new by us with the full standard warranty" and excludes units that have been sold "under special clearance or with special limited versions of the normal warranty".
It is clearly stated in the conditions of sale for Certified Refurbished XMC-1 units sold on our website (both on the product page and in the Owner's Manual) that they are NOT eligible for the current upgrade deal. Those statements are also perfectly complete and apply to "an XMC-1" if you accept that "a Certified Refurbished XMC-1" is actually a slightly different product. A Certified Refurbished XMC-1 has different room correction options, a different warranty, a different serial number, and a different price tag, as compared to the original XMC-1. And, again, the product page clearly spells out that one of those differences is that Certified Refurbished XMC-1s are not eligible for the upgrade deal. You will also notice that the product page for the trade-in program specifically states that Certified Refurbished units are not eligible.
To be clear, this muddied things up. You say here that ”if you own an XMC-1 that is under warranty you are eligible”, but people who buy a reconditioned XMC-1 today own an XMC-1 that is under warranty. That is NOT what you said in your previous post, and is NOT what the website states. Just to be absolutely clear.... If you own an XMC-1, and it is currently under warranty, then you are eligible... If you own an XMC-1, and the warranty has expired, but the warranty was under your name when it expired, then you are eligible.
If you purchased an XMC-1 from the original owner, and they transferred the warranty into your name while the XMC-1 was still under warranty, then you are eligible... If you purchased a used XMC-1 after the warranty had expired, or from someone who didn't have a warranty in their name, then the warranty could not have been transferred into your name, so you are not eligible...
(Once the warranty has expired then there is no warranty to transfer - so no warranty transfer is possible.) Note that we're specifically talking about the current upgrade deal - which is a really sweet deal - and far better than "a plain old trade-in". We consider the current upgrade deal as our way of fulfilling our promise that people who purchased an XMC-1 would have an upgrade path.
However, in case there was still any doubt, the upgrade path for the XMC-1 IS the XMC-2 (or an RMC-1.) And that upgrade path is currently available. (Nobody promised it would be available forever - but we will make sure everyone is notified with plenty of time to make a decision.)
To be quite blunt.... We promised that "people who purchased an XMC-1 from us would have an upgrade path"...
We have offered that upgrade path - in the form of a whole new unit - with a new warranty - for less than some companies charge for mere upgrade boards.
And we have extended that to include "people who purchased a used XMC-1 from someone with a valid warranty and who had the warranty properly transferred to them"... We never promised that it would be available to "people who bought a used XMC-1 from some guy at a flea market"... (Our goal has always been, and will continue to be, to do what's best for our current customers... and not specifically what's best for the re-sale value of our gear on the used market.)
I should also point out that many people are quite satisfied with Dolby TrueHD and DTS HD Master Audio in 5.1 or 7.1. Nobody is being forced to upgrade - and many people have so far chosen not to. Some people I speak to have no plans to ever install height speakers. (And all new Dolby Atmos and DTS:X discs and other sources are supposed to be backwards compatible with Dolby TrueHD and DTS HD Master Audio systems.)
Therefore, for many people, the XMC-1 is all they will ever need or want.
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KeithL
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Post by KeithL on Nov 22, 2019 16:22:32 GMT -5
Since you purchased the unit from an authorized reseller you should have a receipt or some other recognizable "proof of purchase". (And, if you don't have one, or have lost it, they should certainly be willing and able to provide you with a copy or a new one.)
That proof will then allow us to transfer the warranty into your name in our records.
In case anyone was wondering.... Our dealers and distributors do not specifically register the names of their customers with us. Therefore, if you've purchased our gear from a dealer or distributor, and you need warranty service from us, or want to take advantage of a trade-in deal like this one, we will ask to see your receipt or proof-of-purchase. Once you have done so, and we have your name in our records as the warranty owner of that product, there should be no need to do so again in the future.
Anyone who purchases our gear from a dealer or distributor is welcome to contact us, give us your information, and "register your warranty", even if you don't need service, but you are not required to.
The warranty would be in your name so I would have to think you are good to go. Chad Don't think its in my name looking at it from Emotiva's perspective, should be the reseller's name on the unit.
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Post by thrillcat on Nov 22, 2019 17:07:09 GMT -5
I'm trying to be complete - but, at the same time, not include so much detail that it just confuses everyone. That list is complete in the context of whether XMC-1 units purchased on the used market are eligible for upgrade or not. (There's no question about Certified Refurbished units purchased on the used market being eligible because their warranty in non-transferable.)
It would be more complete to say that this refers to "XMC-1 units sold new by us with the full standard warranty" and excludes units that have been sold "under special clearance or with special limited versions of the normal warranty".
It is clearly stated in the conditions of sale for Certified Refurbished XMC-1 units sold on our website (both on the product page and in the Owner's Manual) that they are NOT eligible for the current upgrade deal. Those statements are also perfectly complete and apply to "an XMC-1" if you accept that "a Certified Refurbished XMC-1" is actually a slightly different product. A Certified Refurbished XMC-1 has different room correction options, a different warranty, a different serial number, and a different price tag, as compared to the original XMC-1. And, again, the product page clearly spells out that one of those differences is that Certified Refurbished XMC-1s are not eligible for the upgrade deal. You will also notice that the product page for the trade-in program specifically states that Certified Refurbished units are not eligible.
To be clear, this muddied things up. You say here that ”if you own an XMC-1 that is under warranty you are eligible”, but people who buy a reconditioned XMC-1 today own an XMC-1 that is under warranty. That is NOT what you said in your previous post, and is NOT what the website states. I know that, and YOU know that, but not everyone does, obviously. So stating generalizations here can be dangerous and really piss some people off. My two cents would be to shut down the lounge. You and Dan should avoid microphones and YouTube, and just announce products when they’re ready for market and answer individual tech support questions. I think that, due to the Lounge, you try too hard to make everyone happy, you try too hard to make a big splash, and you spill the beans too early, causing outrage and love and then you keep trying to make everyone happy which ends in unfinished products rushed to the market and months and years of scrambling to put out fires with half-baked firmware releases. We all understand you have the best of intentions with your customers, but at the same time it’s absolutely DESTROYING your reputation, among potential customers and actual customers.
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Post by theswede on Nov 23, 2019 10:18:10 GMT -5
Thanks Keith, all clear now.
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Post by Jessica on Nov 23, 2019 17:00:21 GMT -5
The warranty would be in your name so I would have to think you are good to go. Chad Don't think its in my name looking at it from Emotiva's perspective, should be the reseller's name on the unit. Chad- you'd just need to show us your receipt and contact us directly.
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Post by 405x5 on Nov 23, 2019 17:41:03 GMT -5
My two cents would be to shut down the lounge. You and Dan should avoid microphones and YouTube, and just announce products when they’re ready for market and answer individual tech support questions. I think that, due to the Lounge, you try too hard to make everyone happy, you try too hard to make a big splash, and you spill the beans too early, causing outrage and love and then you keep trying to make everyone happy which ends in unfinished products rushed to the market and months and years of scrambling to put out fires with half-baked firmware releases. “We all understand you have the best of intentions with your customers, but at the same time it’s absolutely DESTROYING your reputation, among potential customers and actual customers.” What I understand, is that it would be nice if you would leave the “WE” out of all this. Bill
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Post by thrillcat on Nov 23, 2019 17:51:21 GMT -5
My two cents would be to shut down the lounge. You and Dan should avoid microphones and YouTube, and just announce products when they’re ready for market and answer individual tech support questions. I think that, due to the Lounge, you try too hard to make everyone happy, you try too hard to make a big splash, and you spill the beans too early, causing outrage and love and then you keep trying to make everyone happy which ends in unfinished products rushed to the market and months and years of scrambling to put out fires with half-baked firmware releases. “We all understand you have the best of intentions with your customers, but at the same time it’s absolutely DESTROYING your reputation, among potential customers and actual customers.” What I understand, is that it would be nice if you would leave the “WE” out of all this. Bill Wow, bold statement. You don’t think they’re doing this with the best of intentions?
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Post by vcautokid on Nov 23, 2019 18:10:47 GMT -5
Transparency is a double edge sword sometimes. I admire Dan for offering up the excitement and preview of up and coming things. Folks Emotiva is full of passionate human beings trying their best to keep us happy. Kind of like juggling balls in outer space. I think for years they have kept their course very well. Perfection? Well only you know what that level means to you, or the very word. I have been in the industry for a very long time. Maybe longer than some of you have been alive. Emotiva is a rare breed of cat. This kind of closeness to their customer is not heard of by any other manufacturer. Not defending or condemning anything here. There are going to be folks who love what Emotiva does not matter what, and others who will be what they be. So be it. But always know that Dan and Lonnie and the team do their very best for you. No one else is offering up any programs like Emotiva is. Just keeping it in perspective. Let the hate start. I am immune.
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Post by thrillcat on Nov 23, 2019 18:12:58 GMT -5
Transparency is a double edge sword sometimes. I admire Dan for offering up the excitement and preview of up and coming things. Folks Emotiva is full of passionate human beings trying their best to keep us happy. Kind of like juggling balls in outer space. I think for years they have kept their course very well. Perfection? Well only you know what that level means to you, or the very word. I have been in the industry for a very long time. Maybe longer than some of you have been alive. Emotiva is a rare breed of cat. This kind of closeness to their customer is not heard of by any other manufacturer. Not defending or condemning anything here. There are going to be folks who love what Emotiva does not matter what, and others who will be what they be. So be it. But always know that Dan and Lonnie and the team do their very best for you. No one else is offering up any programs like Emotiva is. Just keeping it in perspective. Let the hate start. I am immune. I agree, it’s admirable, but I also think it is the root of many of the company’s biggest problems.
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Post by vcautokid on Nov 23, 2019 18:16:53 GMT -5
Well there are allot more companies that don't do that thrillcat. Just saying.
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Post by 405x5 on Nov 23, 2019 19:38:16 GMT -5
“Wow, bold statement. You don’t think they’re doing this with the best of intentions?” Ahhh 😱 Very Clever! However....not interested in the bait.
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