Originally Posted by Red99
I have been on various forums for a long time and know how they work. I really hate posting a negative sounding post in a manufacturers thread, but sometimes it gets attention and results when nothing else seems to be working.
First, I would like to ask and find out, has anyone actually ever sent there subs back to PSA for an exchange for something else, or a refund? And if you have, how much trouble did you have to go through? I know they say they have a 30 day return policy, but I am wondering if they really do it! You can look on SVS website and see all the subs that people has returned at a discount price, but you see nothing on PSA website! So either they resale them back at new price, or there is no returns.
Anyway, here is my problem! Maybe posting on here will get some attention from Tom because my emails aren't getting any action. I sent Tom RMA Dec.21st. (But noting I was mainly inquiring on how much time I had left to decide before my return window ran out). I get a reply back from Tom the next day on the 22nd (Which he has always been prompt to reply back to me and from what I have read he is also prompt with everyone else) asking me to send him some graphs and saying if I needed more time to decide, that's fine.. So that evening I sent him my graphs at his request and still I have not heard back from him. Well with the Christmas holiday and New Years I figured he may just been busy with the holiday or took some time off. So I sent a 2nd email this last Sunday the (4th) asking if he got my replay and what did he think. He is usually very prompt, and I know its only been 2 days since my 2nd email, but I looked at his profile on here this morning, and he has been on here just about everyday since my first email, and he was on here yesterday! So now I am wondering if he is just dodging me or wasting time because he doesn't want to do a RMA. It really frustrates me when he ask me to send him a graph after I inquire about maybe sending my subs back and I respond promptly with graphs and I never hear back. No response, no comment, no reply, nothing, notta, zilch. So I am curious now if anyone has actually returned any PSA subs? And if anyone has ever tried did you get ignored also?
Also, has anyone ever went from the XS15se to the XS30se? Did you gain much headroom? The sad part is I may be contempt with just keeping what I have and live with the 100-105 dB headroom. But I cant even get any feedback from PSA. Maybe they are understaffed and don't have the extra time to give in the support area and spending it all in sales and manufacturing. But I believe support is very important in a successful business.
1)We get VERY few returns and the majority of those are sold before they even get back to us. I take call/emails/chats every day asking about b-stock. My response is sometimes "we have nothing here at the moment but we do have a XYZ coming back and it should be here on XYZ day, I can offer you that at 5% off" In other cases we simply don't have the time to update the website. At the moment we have 2-3 XV15se B-stock on hand(no other models) and I don't believe we have even had time to put them in the outlet center. So I'm sorry but your statement of "they either sell them as new or there are no returns" simply isn't true.
2)Per emails. I did miss one around christmas eve, very sorry. I tend to bat about 995% with emails back within 24 hours but every now and then I do miss one. I've been the only one in the office for something like 8 of the past 11 days. Sometimes I will have an email open, fedex knocks, the phone is ringing, multiple chats on queue, I'm trying to print out all the fedex tags, RL freight is knocking ready for their pickup, multiple Canada quotes to handle, trying to find out why fedex didn't deliver something, etc, etc, etc. and when I have 30 seconds to catch my breathe...I might try to hit a forum question or two..
JUST while typing this response I had two phone orders, fedex here, RL picked up a T-18(which I have run to the back dock, load, and then try to get back to my PC before 2-3 chats leave in frustration(which they did, sorry).
3)And, please, like others have already mentioned....don't feel like "nothing else is working" to communicate with me when I miss one email. Call, come into chat, send me a freindly reminder email regarding the missed email. I've been here 365 days a year for about 3 years running now. So I do take a little "umbrage" to the idea I'm hard to find..
4)I have *zero* problem with you (or anyone else) calling me out on this type of stuff. Hey, like I said...I'd guess I'm batting 995%. But without this type of constructive criticism I'll never get to 999%.
Anyway, Sorry for the missed email. I can definitely understand your frustration.
Power Sound Audio