I received a CSX-15 sub from Cadence yesterday and after opening the double boxed package I noticed some damage in the bottom corners. Obviously the damage is purely cosmetic, still... Surprisingly there was nothing between the two boxes - just one inside the other. Is this common? I guess one gets what they pay for.

I've tried to contact them via their web site but no response so far. I'll again shoot an email to them.
Here's (http://cid-415eab61a174e537.spaces.live.com/photos/cns!415EAB61A174E537!107/) a link to some pics about the damage.

What do you guys think? Super glue and black pen or ...?
Luckily the sub is placed in a corner and the most of the damage is on the rear bottom corner.

thx,
nik.

ouch that's pretty ruff. some cosmetic damage to the box in shipping I might be able to deal with if can be easily hidden but that goes well beyond the limit for me. I'm sure Cadence will make it right. It's the weekend is probably why you haven't gotten a reply.

Yeah, I'd send that back.

The way you stated in your post I thought it was something superficial like what one of my speakers has. Just a slight scratch that is disappointing, but not worth pursuing. That up there in the pic, though, that's pretty bad. I'd also wonder if anything inside got beat up.

First, try it out. If you like it, then ask for a replacement. If you don't or it doesn't do what you expected, return it for a refund. You shouldn't be out a penny if you return that thing.

I would be on the phone when they opened up Monday morning wanting a replacement. There is no excuse for a package to be damaged like that and the contents destroyed. Let us know how this is handled. There a lot of potential customers on these forums and we would like to know how they handle a damaged package like that. You bought new and thats what you expect to get.

That is for sure a return item...Was the box damaged as well??? Was there any insurance on it??? Who delivered it??? I'll tell you that shipping companies do not handle things with care...

I"ll bet it was UPS. :rolleyes: I would also file a complaint with them after contacting Cadence for a replacement.

Ian

I received a CSX-15 sub from Cadence yesterday and after opening the double boxed package I noticed some damage in the bottom corners. Obviously the damage is purely cosmetic, still... Surprisingly there was nothing between the two boxes - just one inside the other. Is this common? I guess one gets what they pay for.

I've tried to contact them via their web site but no response so far. I'll again shoot an email to them.
Here's (http://cid-415eab61a174e537.spaces.live.com/photos/cns!415EAB61A174E537!107/) a link to some pics about the damage.

What do you guys think? Super glue and black pen or ...?
Luckily the sub is placed in a corner and the most of the damage is on the rear bottom corner.

thx,
nik.


There's no way I would accept a new sub with the photos
you have taken. It's a hassel to send it back and all
but using black pen, etc, is not the answer. Double boxed,
how did the box(s) look?...damaged? Double box is common, was there styofoam packed on each corner of the
sub?.......Call Cadence or who ever and explain the situation....
they should send you a new sub, and should pay for the
shipping on the return of the sub, and on the replacement.
Be patient...It's hard, I know, but in the end it's worth it.
You might want to replace that sub someday and the value would
go down to cosmetic damages......vardo

There's no way I would accept a new sub with the photos
you have taken. It's a hassel to send it back and all
but using black pen, etc, is not the answer. Double boxed,
how did the box(s) look?...damaged? Double box is common, was there styofoam packed on each corner of the
sub?.......Call Cadence or who ever and explain the situation....
they should send you a new sub, and should pay for the
shipping on the return of the sub, and on the replacement.
Be patient...It's hard, I know, but in the end it's worth it.
You might want to replace that sub someday and the value would
go down to cosmetic damages......vardo

Shipping damages are usually covered by the manufacturer. They should supply you with a return label that will cover all costs.

Ian ;)

That is why I have all of my packages delivered to my office, so that I can inspect them and note any box damage before accepting.

Obviously the damage is purely cosmetic, still.....
OMG, that's terrible. And I'm not so certain that is "purely cosmetic", either. The sub may be ported, but it's still designed to have the port as its only opening. Super glue and black pen? You have got to be kidding. If that damage is something you could live with, you must've REALLY been wanting a subwoofer badly.

well if the sub functions correctly then your fine. BTW I'd rather use epoxy,bondo or hot glue as a sealant and paint over that after sanding

well if the sub functions correctly then your fine. BTW I'd rather use epoxy,bondo or hot glue as a sealant and paint over that after sanding

I doubt that anything is messed up but I still wouldn't accept the damage...Now maybe contact them and see if they will give you a partial refund...That would work if it were me...Saves alot of headaches if they will give you $50 bucks or something close...That saves them money...saves you the hassle of returning and going without for awhile...and everybody is happy...Then follow Raymonds advice...If they won't then send it back...but I would imagine they will work with you...That makes for great customer relations and makes you more apt to recommend them to others...;)

Shipping damages are usually covered by the manufacturer. They should supply you with a return label that will cover all costs.

Ian ;)

Shipping damage is usually covered by the shipping company. Now depending on the quality of packaging, its not the manufacturers fault that someone had a bad day and dropped the item.

The shipper will likely file a damage claim and have the item picked up for inspection, then ship you a new product.

I ordered a CSX-12 directly from cadence and had no problem. It was double boxed with thick carboard, and all the corners had thick styrophome covering them. I thought it was packed pretty good, just as good as the athena speakers that I got from AA. Too bad about the box man, I bet that sub sounds killer though, cause I know my 12 does.

I'd send it back. I'd feel ashamed showing it off knowing it looks like someone dropped it. Even if you could mask it and put it in a corner, YOU would still know.

Thanks for all your opinions! I can't check my personal email from work, so lets see if they responded via email.

The shipper was UPS. And it was double packed in a regular cardboard box. Nothing extra-ordinary and no isulation between the box - ie one box just sat in another box. The sub itself was packed in a plastic bag and had styrofoam at various places. Some styro had cracked - but thats probably due to the weight/handling etc.

Also time hasn't permitted me to check if it is working ok or not yet. I'll do so tonight. However, my gut feel is that it is a (bad) cosmetic damage. I don't see any holes or punctures etc.

My previous sub, Athena P6000 that died within 2 yrs, was shipped in great shape. It was equivalently priced and the outer board felt sturdier.

Thanks again to all!

I have the same exact issue with my CSX-15. Sent an email off to cadence today. We'll see what they say.

Wow 2 in 4 days, will be interesting to see how these are handled.

Wow, I guess I'm pretty lucky then. Hopefully they fix these shipping issues as these are excellent subwoofers. Let me know how they handle this for you guys. I had some spikes with the CSX-12 that did not screw in all the way at the bottom. I contacted them, got a response immediately, and I received the replacement spikes within 2 days. I was very pleased with their customer service. Like I said, mine were packed as good as the athena speakers Audio Authority gave me. I worked at UPS before when I was a kid, and I'm surprised that everything I get from them isn't broken. They have huge assembly lines and things fall from the top assembly line (2 story fall) all the time, at least once a minute. And the people that load or unload the boxes into the trucks from the factorys just throw them in the truck full force. I was really worried about both my athenas and the CSX-12 since they are heavy weight items, I got lucky.

Nice thread to read while I wait for my new sub. I hope it arrives in one piece as I really don't want or need the hassle of returning it and getting another one. It's a shipping company I've never heard before - I hope that means they'll be a lot more careful with my package than UPS is, though with the shipping cost you know it is coming fully insured.

And yes, as the one poster said - if you have insurance (and you'd be either very naive or very brave not to with speakers or subs) on your package, it is 100% the shipping company's responsbility IF the prodcut is packaged accordingly.

This is where it may get a bit dicey. Based on the OP's description of how the sub was packaged - UPS may very well plead innocent on this. Then it would go back to the manufacturer if and only if the product packaging did not live up to the fine print.

Good luck - I hope it's resolved quickly for both of you!

Nice thread to read while I wait for my new sub. I hope it arrives in one piece as I really don't want or need the hassle of returning it and getting another one. It's a shipping company I've never heard before - I hope that means they'll be a lot more careful with my package than UPS is, though with the shipping cost you know it is coming fully insured.

And yes, as the one poster said - if you have insurance (and you'd be either very naive or very brave not to with speakers or subs) on your package, it is 100% the shipping company's responsbility IF the prodcut is packaged accordingly.

This is where it may get a bit dicey. Based on the OP's description of how the sub was packaged - UPS may very well plead innocent on this. Then it would go back to the manufacturer if and only if the product packaging did not live up to the fine print.

Good luck - I hope it's resolved quickly for both of you!


When you sign for something you are essentially verifying that A. the package arrived and B. That it is in good condition upon arrival regardless if you just witnessed your UPS dude throw those $1500 speakers out the back end of that Big Brown Truck.

I can't say I feel anymore confident about FedEx or DHL, I try not to worry too much. I think I'm done buying new audio equipment for a while now since I just completed adding Mission surround to my living room setup.

Shipping damage is usually covered by the shipping company. Now depending on the quality of packaging, its not the manufacturers fault that someone had a bad day and dropped the item.

The shipper will likely file a damage claim and have the item picked up for inspection, then ship you a new product.


True. Just for clarification, my point was based on the fact that the manufacturer/shipper must cover the shipping whether the claim has been paid or not. It is the shippers responsibility to insure that the customer receives his product undamaged and receives a replacement in a timely manner.

Ian

Cadence replied saying they will ship a new one to me and will file a claim with UPS.
Dunno what I've to do with the old one. Will update the thread when I receive sub or updates.

Thx

Probably will have you send the old one back so they can look at it.

Cadence replied saying they will ship a new one to me and will file a claim with UPS.
Dunno what I've to do with the old one. Will update the thread when I receive sub or updates.

Thx


They didn't say anything about sending it back, lol. Nice. :D Now you will have a double woofer set up. (Doesn't that sound good)

They didn't say anything about sending it back, lol. Nice. :D Now you will have a double woofer set up. (Doesn't that sound good)

Yeah, that may be a good bonus. However my living room doesn't have extra space, so I may hit craigslist! Lets see how it goes...

UPS will probably contact you once the claim is filed. They'll need it as "evidence".

File a claim = UPS should be out there within 2~3 business days after the filing to pick up the old one and all original packaging.

Hold on to it for a bit.

UPS should take the sub when they inspect it. The claim process can take 1-3 weeks for a rep to come out and take a look at it. If the claim is not paid by UPS Cadence will have to retrieve the old unit. Do not sell the sub.

I'm not about to sell it yet! In fact I doubt they will allow me to keep the old one anyway, just joking with 'inca'!

Cadence just now replied that they have shipped the new one already & improved their packaging process. I'll have to wait for a few days to know what they (Cadence/UPS) decide for the old one. So far Cadence has been quite responsive and nice to deal with.

JasonPaul are you from Cadence?

What do you guys do when you receive a shipment where you have to sign - like a subwoofer or receiver? Do you inspect it right away while the shipper is waiting or ...?

Thanks.

I'm not about to sell it yet! In fact I doubt they will allow me to keep the old one anyway, just joking with 'inca'!

Cadence just now replied that they have shipped the new one already & improved their packaging process. I'll have to wait for a few days to know what they (Cadence/UPS) decide for the old one. So far Cadence has been quite responsive and nice to deal with.

JasonPaul are you from Cadence?

What do you guys do when you receive a shipment where you have to sign - like a subwoofer or receiver? Do you inspect it right away while the shipper is waiting or ...?

Thanks.

Yes I work @ Cadence and we made sure the subs were repacked properly to avoid any further damage claims. UPS will probably take the unit and if they don't we will send a call tag to pick the unit up.. Enjoy the new CSX it will arrive safely.. ;)

Told you, these guys are hyper responsive!!

Hey Jason, I don't know if you were the one I was talking to about the 2 spikes not fitting in the bottom of the CSX-12 properly via email, but if you were I would like to say the new spikes worked out perfect, now they all fit perfectly!!! The other spikes threads were tweaked some how. Thanks for the quick responses and the super fast shipping, this is how all companies should be!!

Told you, these guys are hyper responsive!!

Hey Jason, I don't know if you were the one I was talking to about the 2 spikes not fitting in the bottom of the CSX-12 properly via email, but if you were I would like to say the new spikes worked out perfect, now they all fit perfectly!!! The other spikes threads were tweaked some how. Thanks for the quick responses and the super fast shipping, this is how all companies should be!!

It was either me or Jake one of the owners.. We strive for customer satisfaction @ Cadence and I am glad to hear it all worked out for you... Enjoy! :D

What do you guys do when you receive a shipment where you have to sign - like a subwoofer or receiver? Do you inspect it right away while the shipper is waiting or ...?

Thanks.

Yes and no. You inspect the packaging that it arrives in. You have two choices - you accept delivery - or you refuse it. If you refuse it - you could be in a lot of trouble as you won't have any 'evidence'.

Standard procedure is to inspect the package. If there dents, crushed corners, holes in the box, box appeared to have been opened and retaped, etc. - you make a note of it (well, you have the driver make a note of it) before you sign. This way, if the product has any physical damage, you have the backing evidence (and witnessed by the driver) to support the fact that after the driver left you didn't throw it down a flight of stairs yourself.

That's what I'll be doing tomorrow (the inspection part, not the throwing part :) ).

I rec'd my sub replacement. Thanks Cadence! It was triple packed with some thick cardboard between 2 & 3 box. However, when the UPS guy delivered it (on day before x'mas) there was a big corner crushed inside. I quickly opened it right then with my heart sinking while the UPS guy waited (I helped him get it into my house!), but due to triple packing and think insulation it was saved!

Thanks all again! I haven't even had the time to test it though...

I rec'd my sub replacement. Thanks Cadence! It was triple packed with some thick cardboard between 2 & 3 box. However, when the UPS guy delivered it (on day before x'mas) there was a big corner crushed inside. I quickly opened it right then with my heart sinking while the UPS guy waited (I helped him get it into my house!), but due to triple packing and think insulation it was saved!

Thanks all again! I haven't even had the time to test it though...

Good to hear Nikbert! My sub came with a piece of wood from a pallet shoved into the lower front. It went in an angle, right through both boxes, but did not penetrate the styrofoam and was not near the sub. Whew! But I did note it on the waybill - and the delivery driver stayed while I checked it. Sub works fantastic. I'm sure your's will too! Enjoy :D

I ordered a Cadence CSX-12 a couple of weeks ago and it just arrived today but had some minor cabinet damage as well. The damage is not as bad as nikberts but it is in a very noticable location, right on the front edge of the cabinet just above the grill cover. There's a ding in the cabinet and the black laminet is peeled up. Shame... cause it looks beautiful otherwise.

There is also a scratch on one of the top back corners but that is not as noticable. The packaging looked like it was in pretty good shape and it was double boxed with all kinds on syrofoam at the corners and sides. I am assuming this was the improved packaging. I sent Jason some pics and he said he would check into it and get back to me.

My first thought was, how will I ever get this thing packed back up... We will see but I hope they take care of it the same way as they did for nikbert.

My first thought was, how will I ever get this thing packed back up... We will see but I hope they take care of it the same way as they did for nikbert.

Just pack it the best you can, its all you can do. I am sure Cadence will take it up w/ UPS as they (UPS) will be paying for it due to being careless. Cadence should be sending you a new one by the time you tell them about the damage. This is how our process was when I worked @ Dell Computers and dealt w/ UPS every 175 calls out of 200. lol