Originally Posted by denkiedenk
I'm the editor of a small specialized dutch audio magazine, and i'd like to point out something to all you good folks here :
One of my reviewers went ahead and placed an order with Emotiva 6 weeks ago, and not a very small one :
Umc-1 , XPA 5, ERT-8.3 reference speakers, 4 speaker cables and 5 rca cables, about 2550 dollars.
After some troubles and misinformation with shipmentcosts everything arrived intact in about 14 days after payment.
The first problems were reported back to Emotiva just 3 days after breaking in, which i even helped him setup (not for nothing, the equipment does have a very nice build quality and is quie heavy).
We broke in the system in a 2 channel setup, at first we only used channels one and 5 of the xpa 5. Everything seemed to be fine. After that he bi-amped the ert-8.3's with 4 channels fo the xpa 5, according to a schematic provided by Emotiva.. That's were the first signs of something being wrong appeared. He broke it in 2 days more, and from the first session at higher volume levels there was no mistaking something wrong with the sound. At two thirds of power things got really, really distorted, and there was absolutely no imaging and clarity at lower volume levels.
From the moment he really needed Emotiva's help, he has been played like a sucker.
To find out what was wrong he started contacting Emotiva, and let me be clear, everything i'm gonna explain here can be backed up by mails, if someone would be interested :
The first sign that something was wrong was the the XPA-5 ran seriously hot. ( and i mean cook an egg off hot !). On top of that, suddenly one of the ERT-8 started rattling. He reported this and immediately got accused of abuse, saying that he probably had put the volume level too high (!!), which probably caused damage to the woofer (again !!!), and that he probably didn't remove the binding posts while he was bi amping, and that that would've damaged the xpa 5 !!! . At that point they offered to send another bass driver , to be placed by someone he had to find himself, or ofcourse diy (!!!). Now after some looking he noticed a little screw from the crossover cover had come off, and that only that cover was ratling at some frequencies... after reporting this, and adressing the remaining xpa 5 problems, they didn't reply anything about their previous accusations of abuse, and continued accusing him of still having damaged the xpa 5. Up till now he had been dealing with a guy called Matt Wall. After this, Matt redirected his questions too their CEO, a guy called Dan , and a more technical person called Lonnie something.. Dan also accused him of abuse, and in describing the problem again he stated the my employee probably had bi amped with the binding posts still installed... Then he went on on how important it was that the polarity was correct... So at that point W (as i'll refer to my employee from now on) checked all polarity's by checking the cables bare wire (loosening the banana plug). All cables were installed correctly from the beginning. But then he got one step closer to the problem : completely by accident he now swapped channels, where the bass drivers were first connected to channels 1 and 5, and the mids/high were connected to channels 3-4. The other way around he immediately noticed a big change in the sound. Suddenly there was no more bass, which at first was aplenty, but there was a huuge change in the soundstage, clarity AND he could play much louder without any distortion. From that moment on to me it's very clear there is something wrong with some of the channels, but the people at Emotiva still refuse to be of any real assistance. After he reported this problem, he actually got a mail back from Lonnie stating that now he should hook up the mids-high of one channel in reverse polarity, so that the relative polarity at the listning position would fall into place (!!!!!!). We are both very aware of these methods, but in order to do that u still need 4 working channels i'm guessing...
On top of that, the guy Matt Wall actually suggested to remove the cover, check the fuses, and replace them himself if he thought something was wrong with them... After this my friend kinda got fed up with these practices and the absolute lack of any real solutions being offered. It's a damn shame, because all pieces look very nice in a functional kinda way, and i'm sure they could be great ( it actually doesn't sound bad when only using the outside channels 1 and 5). But since it seems that they are not gonna fix the problem, what good is it. The only thing they should've done 4 weeks ago is apologize for the faulty xpa-5 , ask to send it back, and in a best case scenario just give him another unit... especially since he bought so much from them...
Reading the emails enfuriated me, especially since u read a lot about their so called superb after sales service... He has allways been an audiophile on a budget and actually bought this equipment because of 2 reasons: 1 because so much of our readers where asking about Emotiva, but it was very hard for them to find a review they trusted..2; The whole idea for him was to expand to a 7.1 home cinema system for his next house, and since home cinema sound for him is of lesser importance than 2 channel performance he was happy to take a punt on this, and he was complentating an entire emotiva system... Now i'm afraid we are going to seriously dissapoint much of our readers anticipation if nothing substantially happens in the next few days..
I'm posting here to find if other people ever had this problem, or that maybe we are dealing with the wrong people at Emotiva , and who maybe best to contact over there ... I'm going to do everything i can to assist W. and i hope i can find some other advice here...