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My Chase Home Theater 18.T Experience  

post #1 of 630
Thread Starter 
I'd like to talk about my experience with Chase HT and the 18.T.
The deal was I'd buy the subs (18.T) and trade him my Epik Empire (for which he would take $699 off the price of the 18.T's) giving me a total purchase price of $897. On 11/22 the 18.T was delivered. I brought the subs and amp to the living room where I began carefully opening subs. As soon as they were visible, there were problems:

Cabinet scratches
Discoloring of the finish
Textured and non-textured areas
Corners not built up
Peaks and valleys on the cabinet
All nail holes visible
Feet didn't fit flush to the cabinet
Feet on both subs leaked air
The center cap on one woofer was leaking air
Washers holding in the woofer had spots cut-off
T-nuts to hold on the feet should have been applied on the inside, not on the outside where a nudge will pull them out and potentially break the leg bolts off.

38 Photos-Have a look for yourself:

http://smg.photobucket.com/albums/v208/joshko/Chase/

At this point I immediately called Ray and displayed the 38 photos to him. Craig called the next day 11/23, and we discussed the issues. I stated I didn't want any other Chase products, just a refund. He said he would have the subs picked up.

I waited until 11/29, and then emailed CHT and pm'd Craig that I wanted these units picked up and my money refunded. Another day goes by and nothing, no response, no reply. Later Tuesday night I brought out my dated documentation and sent an email out to CHT stating that if there is no response to pm's or emails within 48 hours that I would be filing a chargeback to my card company.

At this point, after unanswered pm's on AVS and CHT forums while Craig was on, this was my last resort, which is unfortunate it had to go this far. So, when I sat down on the computer the next morning 12/1, there were two emails, one from Jack stating he wrote the email to get the subs picked up but forgot to send it out. Craig's email stated I'm covered by CHT warranty.

When I arrived back home after class that afternoon, I had a bill of lading in my inbox to be printed out and a message alerting me the subs would be picked up later that day, and they were. All the items were packed up in their original boxes with all original packing material.

The subs arrived back to Chase at 4:16 pm 12/6
Monday 12/13 I sent Ray an email after contacting the card company, as no refund was given yet. The response that the subs had been delivered was-this is new news. So, no one had a clue they had been returned, and no refund had been issued.

Tuesday 12/14 an email was sent to CHT stating I would be contacting my card company if a refund was not going to be issued.

Jack emailed me on 12/15 stating he was sorry the process was taking so long, and sent me a link to their Home Trial Policy where they have up to 15 days to inspect the item(s) before issuing a refund. I emailed back stating I was not doing a home trial. A bit later Jack sent me another email stating that I was now credited for the subs, but not shipping. I finally received a refund of $497 but CHT kept $400 of that money for shipping of their defective subs.

Note: The reason I haven't personally spoke with anyone at CHT about this is for a few reasons:
1.No one will answer the phone when I have called (CHT)
2.Neither Craig's name nor his number shows up on caller ID when he called.
3.Craig will not answer pm's
post #2 of 630
I'm sorry about your experience with CHT Josh. Though I have faith that Craig will make it right.
post #3 of 630
Yea, that is seriously F'D UP!

This is shocking to me. Eagerly looking forward to further comments from others in this thread. I've been wanting to buy a couple of CHT for the longest time. They are still at the top of my list. Especially excited about some of the new stuff they'll be rolling out here within the next couple of months or so. Which just happens to coincide with tax refund time.
post #4 of 630
Thread Starter 
Quote:
Originally Posted by diamonddelts View Post

I'm sorry about your experience with CHT Josh. Though I have faith that Craig will make it right.

Hi DD,

I asked Craig in a pm last week to make it right, but he wouldn't respond.

He decided to keep my $400 for shipping costs.
post #5 of 630
What was their response to the condition of the sub? I guess they couldn't blame shipping.
post #6 of 630
Yea I don't see how you can blame shipping for any of that. Look's like maybe a seriously PO'd employee put those together or something.

This looks to top the eD debacle we had here awhile back.
post #7 of 630
Quote:
Originally Posted by yadfgp View Post

Yea I don't see how you can blame shipping for any of that. Look's like maybe a seriously PO'd employee put those together or something.

This looks to top the eD debacle we had here awhile back.

What ED debacle?
post #8 of 630
Quote:
Originally Posted by diamonddelts View Post

what ed debacle?

post #9 of 630
Wow, those look like B-stock...no, more like C- or D-stock units! I hope Chase comes through for you and doesn't just stiff you $400. Best of luck with that.

(My buddy got the same units and his were in excellent shape. Someone really snafu'd your order.)
post #10 of 630
Thread Starter 
Quote:
Originally Posted by sputter1 View Post

What was their response to the condition of the sub? I guess they couldn't blame shipping.

No, shipping was blamed.

I spoke with the carrier, and they stated they WILL NOT pick-up or deliver any item with poor packaging, or any box that is damaged.
post #11 of 630
Thread Starter 
Quote:
Originally Posted by eljaycanuck View Post

Wow, those look like B-stock (or maybe C- or D-stock) units! I hope Chase comes through for you and doesn't just stiff you $400. Best of luck with that.

Hi eljaycanuck,

He already has stuck me with $400
post #12 of 630
Quote:
Originally Posted by JoshKo View Post

No, shipping was blamed.

I spoke with the carrier, and they stated they WILL NOT pick-up or deliver any item with poor packaging, or any box that is damaged.

So what were the condition of the boxes? Also what company delivered them?
post #13 of 630
This is crazy, I'd do a charge-back instantly. I'm surprised to see such terrible customer service. I'm hoping there is another side to this story besides CHT having zero customer service skills.
post #14 of 630
Quote:
Originally Posted by JoshKo View Post

Hi eljaycanuck,

He already has stuck me with $400

I should have been more clear: I hope he changes his mind about the $400 and does right by you.
post #15 of 630
Thread Starter 
yadfgp-Boxes were in great shape, they were the ones I used to ship the subs back.

If you look at the subs, you know they weren't damaged in shipping. You can refer to what the carrier told me about packages.

bmrowe- I gave him the benefit of the doubt and wanted to give him the opportunity to make this right.
post #16 of 630
We are waiting for an answer Craig - where are you

If you don't respond and make this right give us a reason why we should do anymore business with you - there are other ID sub companies out there
post #17 of 630
I think you're just being too picky!
post #18 of 630
My nose bleeds when I'm too picky...
post #19 of 630
I LOL'd when I read this crap of ****!

Mission Statement

When the idea for Chase Home Theater (formerly Tweak City Audio) started forming, it was really the coming together of a few ideas for products which could serve the market, and just needed a home.

We also wanted to make it a fun place to visit, and friendly to any and all customers and companies that want to hang out here. Customer is the #1 focus around here.

What, specifically, will Chase Home Theater be offering to make this work ?

1. Low Overhead. REALLY low overhead. All development costs for products will be paid for in advance, and all products kept in stock will be paid for COD. This means no interest charges, carrying charges, or any other charges that end up getting passed on to you, the customer.

The CEO of this company will get no salary. None. Yes, he expects it to eventually be profitable, but even all those profits, after Uncle Sam takes his cut, will be put back into the company.

2. Unique products. Things like a dual 18" driver subwoofer that will be a category buster for price/performance value. Our modular version of that 18" concept (two separate 18" subwoofers + a 1000W amplifier) that lets you add more capability and ouput as needed. This list will grow with time and the subwoofer line up will underscore that price/performance value relationship.

3. Quality. First and foremost. Design, components, performance; quality will drive the decisions to insure the best possible product is being offered to our customers.

4. A learning center - watering hole - place to hang out for everyone. This, along with item #5, is the mission of our forum. In the Ground Zero - Where we test stuff forum, we will be inviting any established company that wants to join in to post info on their products, including pricing, graphs, charts, and other measurements as they see fit.

Elemental Designs, Axiom, SVS, Epik, HSU Research, and VMPS - you are all welcome. I did this off the top of my head, so look for more to be added. PM me with your suggestions.

Let's make this a nice place to discuss the measurements from everybody.

When we have a Chase HT GTG, it will be to serve you, the customer. If you see a GTG occurring in North Carolina, and want to have a pair of Axioms there, drop them a line, see if they want to send something to it.

5. Let's also just plain have fun. We can say or do almost anything here, outside religion and politics. Click on the religion and politics forum, and it takes you nowhere - that is intentional.

Thanks for being here!
post #20 of 630
Wow, unbelievable....... now I'm glad I went in another direction for my speakers.

Hopefully Craig will make this right in time.
post #21 of 630
WOW. Are some of the flaws on each sub or was this all on one?

That shows a total lapse or lack of quality control as these had to be seen during the build process. The cabinet maker, finisher, assembler, inspector, and packager all had to see this. The only way that should have gotten shipped is if someone higher up ordered it so.

T nuts to mount the feet? Not good.

I hope you held on to your Epik.
post #22 of 630
Holy cow! That sub looks like it was made by Helen Keller...
post #23 of 630
Yea - do you still have your Epik Empire??
post #24 of 630
Terrible work. And it leaks. Sure takes some balls to charge you $400. for that mess.
post #25 of 630
Quote:
Originally Posted by JoshKo View Post

yadfgp-Boxes were in great shape, they were the ones I used to ship the subs back.

If you look at the subs, you know they weren't damaged in shipping. You can refer to what the carrier told me about packages.

bmrowe- I gave him the benefit of the doubt and wanted to give him the opportunity to make this right.

Do the chargeback now then. There is no way in hell that you should have to pay shipping either way on these. There is also no way that it cost them $400 to ship these.
post #26 of 630
Shipping charges are the unseen factor in most "free in home trial" offers. I understand that shipping subs is expensive, but I feel the manufacturer should pick up the tab when it comes to defective merchandise.
post #27 of 630
Can you imagine if they were included in the Audioholics subwoofer shootout and they sent that!
I don't care what Ray or Craig says, that is indefensible. Amateurish to a infinite degree.
post #28 of 630
Quote:
Originally Posted by floridapoolboy View Post

Shipping charges are the unseen factor in most "free in home trial" offers. I understand that shipping subs is expensive, but I feel the manufacturer should pick up the tab when it comes to defective merchandise.

That's not defective, that's junk.

As Carl Weathers would say in the bud light ads, "Here we go!"
post #29 of 630
That's an interesting post, JoshKo. I can understand and sympathize with your returning it. After all, you expected a sub built to a particular standard - one which would be 'cosmetically' perfect (tight angles, an even and uniform finish, properly installed hardware, etc.) much in the same way that the vast majority of HSU's or SVS's arrive at a customer's home. But I have to wonder if in your haste to return it, you have put too much of an emphasis on this modern concept of quality and overlooked just what you had there? Consider the following for a moment.

CHT products can be well described as rustic. While CHT has stated that they use an outside source to cut the wood using CNC machinery, they are assembled and finished by individuals. This allows cost savings by taking advantage of automation while also using skilled artisans to assemble and finish the product according to their individual whims. By running counter to prevailing aspects of modern engineering such as detailed engineering diagrams or using time wasting processes such as statistical quality control and quality assurance, time is saved while allowing for individual creativity. Cost savings are then able to be passed on to the buyer while giving him something unique in this cookie cutter world. Uniqueness.

Judging by various photographs of their products that I've seen, including yours, this seems very much the case. Some of their products differ only slightly on the exterior while exhibiting larger internal variations. The beauty of this can only be revealed if one were to say remove the driver where they could marvel at the interior. Some, such as yours, have what appear to be inadequately built up corners and edges, uneven application of the exterior pebbled finish, and nail holes. You see this as deficiencies. However others recognize immediately this is an example of a distressed look. Your sub, which you no longer have, has been artificially aged which enhances its beauty by paying homage to uniquess. After all, when Jennifer Grey of Dirty Dancing had her nose 'fixed' she lost a substantial amount of popularity not to mention work. I think you may have over valued perfection and under valued imperfection.

You've also made mention that the sub leaks air through the holes where the feet attach as well as one of the caps. Again, you make the error that this is a defect. It should be looked at as a welcome surprise. Kind of like finding Easter Eggs in programs or games. By allowing you to place the sub so that it's front firing, you can experiment with varying the amount of air leaking from the sub by adding or removing the feet. This gives you an enormous amount of control over the sub's output by allowing you to vary or change whether it's sealed or quasi-ported. I must admit, I've never seen quite this degree of sophisticated end user control before.

I'm certain that you'll have no problem finding a sub without these attributes but I rather doubt you'll ever have such a conversation piece as you've returned.
post #30 of 630
Just curious, but when you were told CHT was willing to "buy" the Empire off of you in exchange for this sub, were you told that it was B stock or "scuffed" or "not perfect" or something along those lines? That sub looks atrocious!

Though, in the CHT thread isn't there a picture of one of the "at the time" new downfiring subs and many people also mentioned the build quality looked suspect? At least the feet not fitting flush to the cabinet in any event.

I can't imagine you will not get your $400 back. That's the one wonderful thing about ID companies. They don't have much choice once a customer complains publicly, especially for something that appears this bad.

I haven't heard of anyone else having this bad of an experience with CHT though, so it's not a wide spread issue. Though I don't know how many of the downfiring models have been sold.
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