| Author |
Thread: Don't buy anything from Emotiva |
    
Silver Member Username: Dmitchell
Ottawa,
Ontario
Canada
Post Number: 755
Registered: Feb-07
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| Posted on Monday, March 24, 2008 - 12:51 pm: |
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Anyone who has been following thing thread:
http://forum.ecoustics.com/bbs/messages/1/461307.html
is aware of the problems I am having with my Emotiva order. I finally spoke with them today. I had to to call them - after leaving a phone message and an email! I waited all morning for them to respond to me and after 1/2 a day I called them. Obviously they don't care.
I told them I wanted my money back on my LPA-1 order, and I also cancelled my XPA-2 pre-order. I will never deal with them again.
Abysmal customer service. I honestly don't know how a company that relies on reputation and word of mouth expects to stay in business when it treats their customers like this.
I can totally understand shipping snafus' - it happens. What I didn't like was the way they tried to make it look like it was somehow my fault.
Sorry if this post seems rather angry and negative. I wanted to vent, and to let my friends on here know what to expect should they deal with this company.
Dave |
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Relevant Product Info
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Gold Member Username: Nickelbut10
Post Number: 1296
Registered: Jun-07
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| Posted on Monday, March 24, 2008 - 03:40 pm: |
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Point taken David. I will make it a priority not to buy or recommend a purchase from this company. Cheers. |
Gold Member Username: Artk
Albany,
Oregon
USA
Post Number: 6584
Registered: Feb-05
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| Posted on Monday, March 24, 2008 - 03:53 pm: |
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I was already uncomfortable with what I've seen from them and wouldn't have bought from them..good warning however. |
Silver Member Username: Dmitchell
Ottawa,
Ontario
Canada
Post Number: 756
Registered: Feb-07
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| Posted on Monday, March 24, 2008 - 07:34 pm: |
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Should have stuck with Outlaw. The one time I dealt with them I was quite pleased with the level of service. |
Gold Member Username: Artk
Albany,
Oregon
USA
Post Number: 6585
Registered: Feb-05
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| Posted on Monday, March 24, 2008 - 09:17 pm: |
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I like Outlaw service just don't care very much for the sound. |
Silver Member Username: Dmitchell
Ottawa,
Ontario
Canada
Post Number: 757
Registered: Feb-07
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| Posted on Monday, March 24, 2008 - 09:47 pm: |
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What don't you like about the sound, Art? |
Silver Member Username: Jazzman71
Phoenix,
AZ
USA
Post Number: 121
Registered: Dec-07
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| Posted on Monday, March 24, 2008 - 11:22 pm: |
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Don't blame you a bit David. He||, I'm angry and I didn't even buy the d^mn thing! From what I've seen on A'gon, they have fooled a lot of people on their CS. |
Gold Member Username: Artk
Albany,
Oregon
USA
Post Number: 6587
Registered: Feb-05
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| Posted on Tuesday, March 25, 2008 - 07:40 am: |
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"What don't you like about the sound, Art?"
Pretty bland to me...not offensive or anything just not very musical IMO. |
Gold Member Username: Frank_abela
Berkshire
UK
Post Number: 2797
Registered: Sep-04
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| Posted on Tuesday, March 25, 2008 - 09:06 am: |
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Now hang on David, I read that thread on the Emotiva site and Doug was clear that you should call Cathy on Monday. Yes, he could have been a little more considerate with his 'you misunderstood' wording but he retracted that nicely and apologised and was very keen to say they would fix the problem.
You can't really expect much more than that can you? He did what he could in the circumstances.
Regards,
Frank. (not an Emotiva dealer...) |
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Silver Member Username: Dmitchell
Ottawa,
Ontario
Canada
Post Number: 758
Registered: Feb-07
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| Posted on Tuesday, March 25, 2008 - 10:01 am: |
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Point taken, Frank. I guess what I found distressing is that I had to call Emotiva, after I had sent a very descriptive and concise email to them AND had call previously called and left a detailed phone message.
What I was expecting was a courtesy call saying "we received your message and are working on it". Maybe I was expecting too much?
When I spoke to Cathy she in fact did mention that they do arrange for brokerage and the Dann G. individual should not have addressed that particular portion of my problem, since he is not involved in shipping.
Just seemed like an awful lot of confusion. |
Bronze Member Username: 70chevelle
Post Number: 48
Registered: Sep-06
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| Posted on Tuesday, March 25, 2008 - 01:47 pm: |
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So what was the end result? Did you cancel the order or are you still receiving the amp?
I tend to agree with Frank's thoughts on this. While the message board banter could have been better, I didn't find it offensive. Even if they were out to scam you, they dropped the ball by not getting the product to your door. They had no way of keeping your money under those circumstances. I've read some posts about internet vendors not responding to requests for RMA's until after the 30 day term has expired, but that isn't the case in this situation.
It seems to be a chain of errors from the clerk who completed the shipping information, to the office personnel not returning emails or calls. Of which the office personnel are the biggest concerns. Mistakes happen, it's how you follow them up that matters. Now that they've followed them up, what was the end result? |
Silver Member Username: Dmitchell
Ottawa,
Ontario
Canada
Post Number: 760
Registered: Feb-07
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| Posted on Tuesday, March 25, 2008 - 02:19 pm: |
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I cancelled the order and received a refund for it. I also cancelled my pre-order for the XPA-2. |
Silver Member Username: Unbridled_id
Chicago
Usa
Post Number: 222
Registered: Mar-04
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| Posted on Tuesday, March 25, 2008 - 03:00 pm: |
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I have to agree with David on this, the first two responses to his questioning could be construed as not being customer friendly. |
Gold Member Username: Artk
Albany,
Oregon
USA
Post Number: 6588
Registered: Feb-05
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| Posted on Tuesday, March 25, 2008 - 03:54 pm: |
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Mistakes happen, however a chain of mistakes speaks to how you do business. I had the same experience with Music Direct and will avoid doing business with them. |
Silver Member Username: Dmitchell
Ottawa,
Ontario
Canada
Post Number: 761
Registered: Feb-07
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| Posted on Tuesday, March 25, 2008 - 04:02 pm: |
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It's really too bad because they do have some cool looking gear. For me it's a matter of principle, I prefer to take my business elsewhere. |
Silver Member Username: Hawkbilly
Nova Scotia
Canada
Post Number: 178
Registered: Jul-07
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| Posted on Tuesday, March 25, 2008 - 04:14 pm: |
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Shipping across the border is rediculously common place. If the answer to David's inquiry was anything other than "we'll fix it" then there is a problem. Who the heck just ships to Customs and leaves the rest to the Customer to resolve ? Without telling them ? Absolutely no need for it, and it's a poor business model, in my humble Canadian opinion of course.
Hopefully the plus side is a change for the better. It may not benefit David, but hopefully the next Customer. |
Gold Member Username: Frank_abela
Berkshire
UK
Post Number: 2804
Registered: Sep-04
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| Posted on Thursday, March 27, 2008 - 12:03 pm: |
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As David says above, the person who answered seems not to have been the person who should have answered. It does seem to be a comedy of errors unfortunately, but it looks like they were honourable and returned David's money when he cancelled the order, so it's not like they're trying to be dishonourable or anything. I think it was just an unfortunate sequence of events. I agree, however, that David could expect to have his call returned. It certainly makes sense for a company doing mainly online business to ensure that their communications methods are tip top, but who knows? This could just have been one of those days...
I say note the incident but don't tar the company unless there's more evidence to be had.
Regards,
Frank. |
Silver Member Username: Jazzman71
Phoenix,
AZ
USA
Post Number: 127
Registered: Dec-07
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| Posted on Thursday, March 27, 2008 - 12:57 pm: |
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Good points Frank. Particularly since this incident ran counter to most of what others have read and heard. Should their responses (or lack of) have cost them David's orders -- absolutely; but not their reputation.
Agree about shipping across the border Chris, but look at their FAQ. They state that they ship almost exclusively to the continental US. They even have separate instructions for foreign orders that frankly would cause me to avoid them if I was out of the US. A little odd in this day and age -- but hindsight being 20/20, they certainly don't try and hide it.
Going forward, I think good advice for those outside the continental US would be to use extra caution, discuss foreign shipping with the company and make sure they are comfortable that the proper arrangements can be made before buying. |
