Originally Posted by benclement11
I don't own an ed product and I really have no reason for disdain toward any id sub company...not even Chase Home Theater.
I have seen lots of these ED and service issues pop up. It seems to be the same story every time. Something fails...try to contact ED....communication is horrible. Poster complains about it on AVS and Alix appears out of nowhere and has some sort of excuse and is sorry. I have sympathy for people in customer service as I know how hard people hard to please. I know sh** happens. I deal with it everyday at my own job. BUT, it pops up waaaay to much with this company and the story is always the same. I'm glad I stayed clear of this company when I made my purchase. Do I think they make a good product when it is working? I'm sure they probably do. Peace of mind is priceless and I don't see how you could have it with this company. I'd really like to see them fix all of their issues as I believe that companies can change. But...it makes you wonder when you still see this year after year.
Alix...you need to listen to your customers. You are losing sales and no company is above lost sale, especially in this economy.
Spot on. They offer good value for the money, but their customer service needs a massive overhaul. Offer 3 year warranty on the amp. Alex please drop this policy about voiding warranty for people who use Audyssey. Return calls. Return email. Alex seems like somebody who cares, but he is just one person.
I like streamlining the product line and stating that all products will ship within 1-3 days. It remains to be seen if you can actually do this, but it seems like a step in the right direction. I think the custom stuff is cool, but I honestly believe all the custom offerings detract from the core business and hurts customer service.
I was an eD owner. I am now an HSU owner. Alex, this was my experience at HSU. I called on a Friday afternoon and got a competent sales rep immediately. He spent 20 minutes talking with me about my room and my options with HSU. No BS, just a friendly conversation with no sales pressure. Ordered a VTF-15H on Sunday night. Received an immediate email confirmation of the order. Received a FedEx tracking number early Monday afternoon (yes President's Day). FedEx received my sub and it was out for shipping. The is on a very popular subwoofer.
So what would my experience have been if I had ordered the A5-350 from eD vs the HSU VTF-15H? Would it have been comparable? Do I need to worry about amps dying on the HSU subs? Do I need to stress about running Audyssey and having my driver warranty voided with the HSU sub? Do I need to worry that if I have an issue if I can even get competent and timely customer service and a quick RMA?
I think eD needs to look at companies like HSU and SVS and beat them at their own game. Forget just trying to keep up, the goal should be to instill trust and confidence in your products and to always make a sale to a new customer and keep the existing customers.
I really think eD has some great products and ideas and some talent within the company, but they need to take a good hard look around and right the ship fast.