Originally Posted by PLSCHLESINGER
I just received my lava sub and it was broken apart in shipping too. I see that several people have had the same problem. Looking at how it was put together, I believe that there is a problem with the quality of screws. I have contacted customer service at lava subs with no response yet for three days now. I pm'd Eric too, with no response. Very dissapointed. I work at BestBuy and have told numerous people to hold off on buying Lava subs until they rectify my situation. Wish I had better news......
I should be checking my PM daily and apologize for not doing so. I do try to read the new posts for any questions directed at me each day but don't login each day. I will make sure I login and check for PM as part of my daily routine from now on.
As a company policy we make sure we answer all emails within 24 hours excluding weekends. Unfortunately for some reason, we have not received this particular email and I am checking with IT right now to triple check that we have no filters of any kind so we do not block any emails. If for any reason you don't hear back from us, please give us a call or chat with us online. We want to make sure that any questions or problems you have, are handled as quickly as possible.
I have emailed back and forth personally with PLSCHLESINGER and another new sub is being shipped out today.
On another note......
I can't even begin to tell you how much we appreciate all the AVS members. As a company, we had underestimated the impact we would receive from your forum! It has been tremendous. We also underestimated UPS's uncanny ability to damage our products. Because we think our chances of improving the service at UPS are slim to none, we have decided that Lava Subs will need to make some changes to compensate for UPS. Due to this shipping problem and our overwhelming success (much of it has been because of the great AVS members) we will unfortunately be putting our LSP12's on back order.
This has been a tough call to make, especially with the holiday season and the high demand we have been experiencing, but we want to make sure every customer receives the best quality (as expected) when they order a Lava sub. We are reconfiguring our packaging to ensure your sub arrives in the same condition it was in when it left our warehouse.
AVS members have been nothing short of amazing in the support of Lava Subs! Because of this, we would like to offer an additional 5% off to all members who are willing to place a Lava Sub on backorder. We will give a 20% discount to all AVS members during this backorder. I assure you that Lava Subs is here to stay. We take great pride in our product and believe that these changes will improve the situation. We can't keep UPS from drop kicking them from off the top of buildings, but we will do what we can to improve the situation.
What does this mean to you? The LSP12 will be on back order for several weeks. I know this will not allow the 12' sub to be purchased in time for Christmas. This is a bummer for all of us, but it is more important to us that you are happy when it shows up. Once the new product arrives, I can promise you that we will fulfill all back orders same day.
As for the LSP10 and the LSP08 the packaging has not been an issue. So we have allowed for continued shipment of those.
We apologize for the inconvenience and appreciate your understanding.