Originally Posted by craigsub
Gentlemen, as with all issues in life, there are two sides to every story. To date, we have delivered over 200 subwoofers, and have had one customer with a complaint of this nature.
There are so many statements made by Josh that are not true that it really is sad.
1. I don't have a "block" on my number, as he claims. I don't have one on my cell, nor my office number.
2. The subwoofer is designed to be used as a down firing subwoofer. Josh complained that it cannot be used as a front firing subwoofer without the feet being attached. It can be used as a front firing subwoofer with the feet attached, but it will look rather odd.
I asked Josh why he wanted to use the subwoofers as a front firing sub when they are designed to be down firing, and his response was that they need to be stacked. After further conversation, I suggested he should have ordered a CS-18.2 if his intent was to co-locate the units. I then offered to replace both units with a new CS-18.2, with us paying all freight costs.
He responded that he needed two separate enclosures because he might move someday and wanted the option to separate the subwoofers at that time. Josh refused the offer of a CS-18.2
I offered to send Josh the appropriate screws to place in the feet, along with a custom grill for each unit to give them a more complete look as a front firing subwoofer. Josh also refused this offer.
I offered to send to Josh a new CS-18.1 enclosure, again at our cost. He refused to consider this option.
3. We have both subwoofers back in our possession. It was pretty clear that the one subwoofer was dropped while out of our possession. We, as do all companies, have the occasional shipping damage.
This was not shipping damage. In our opinion, the subwoofer was damaged by the purchaser. Tomorrow is Christmas Eve, and I have family obligations. I will be driving to the factory to retrieve both subwoofers returned by Josh in order to take normal pictures of the subwoofers as they were returned.
4. By his own admission, Josh never even hooked up the subwoofers, nor did he make any attempt to use them in the manner in which they were designed. He turned down each and every attempt to have a civil conversation about the product.
We have tried at every turn to work with Josh. Every possible attempt was made to satisfy him.
As it stands, Chase Home Theater now has a subwoofer which was returned to us damaged. We refunded the customer what he paid, less the shipping costs. That is our company policy.