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Resolving Issues With Elemental Designs

post #1 of 182
Thread Starter 
Contact was made today with an investigator from the Iowa Attorney General's office who handles consumer complaints.

If you have a legitimate issue with ED such as....

  • long time unfulfilled warranty issues
  • orders that you've paid for but not received in a timely fashion
  • orders that you've paid for but only received a partial shipment and you've been waiting and waiting
  • refunds that you still have not received
  • other reasonable matters, etc.

Please send an email to steve.switzer@iowa.gov and let him know the particulars. That means stuff like what and when you ordered, how much, what you've been told, etc. Keep it factual and leave the emotions out of it.

As it stands right now, ED is a blip on the radar. If only one person complains the usual procedure is for the government to contact ED and ask for a response. This can take time. However, if everyone that is legitimately affected emails him, then quicker and more forceful measures can be undertaken. He (Steve Switzer) has been made aware that ED is delinquent in their business filings with the Iowa Secretary of State. How this impacts matters remains to be seen.

If you also want to summarize your complaint in this thread, while it may be somewhat redundant, it does provide a convenient place. I only ask that just complaints be listed and only once. This will keep it tidy and easy to navigate. If your situation needs to be updated, well that's another story.

Should anyone know other websites where ED has a presence (I doubt they'd let you post this at theirs!), please copy the particulars and make a post there.

Thanks!
post #2 of 182
Thanks for the effort. I already submit to the general email but will forward that to the email you link above. Hopefully we can recover the payment.
post #3 of 182
I've also registered a complaint.
post #4 of 182
Thank you Chu Gai for this detailed instruction. There are many more customers who are quiet and still hoping they can get their issues resolved and this will surely help them.
post #5 of 182
Just to refresh customers who have serious issues and have been wanting to get their refunds and are not getting any response from Elemental Designs on what they need to do.
post #6 of 182
I've had my amp fail on my Elemental Design A5 - 350 subwoofer back in early June 2012. I called the trouble into Elemental Design customer service and actually got a real person to talk to and a RMA# to send with the amp for repair. Since I've sent the amp to them I've had zero response from them on the status of my amp. I've made numerous calls and sent multiple emails to try and get a status.

One time I actually called and got a person in customer service to listen to me, they informed me the only person able to speak about it was Alex the owner. I left the message with the person in customer service for Alex to call me back.

It's been over a month and no response, again multiple emails and calls were made for inquiry.

I've encountered in the last few weeks a full voice mail box, then an answering service appeared, which I left message numerous messages, no response. Now a automated menu is presented when calling in, again left messages and no response.

I have no idea what to do next, it's funny my girlfriend mentioned contacting the attorney general and now I read this thread.

I also will say my amp is 2 months out of warranty back in June 2012. I previously owned a Velodyne subwoofer and had awesome customer service from them, the Velodyne lasted me 20 years.

I need help and that's why I'm writing on this forum.

Thanks,
Rick
post #7 of 182
Lawnwrecker, check out this post over in the Official Elemental Designs Subwoofer thread:
http://www.avsforum.com/t/953081/official-elemental-designs-subwoofer-thread/14550#post_22305583

It is from the fellow who eD apparently outsourced their repairs to and he also is having trouble with eD as he has not been paid since January.

Not sure what you can do at this point. If you can get them to ship the amplifier back to you, daveds50 may be able to repair it, but most likely not under warranty as eD warrants them, not daveds50.
post #8 of 182
Thread Starter 
To my way of reading, if you buy just an amp, the warranty is one year. However if you buy a sub that includes the amp, the product, meaning subwoofer, is five years. Does anyone have a different interpretation of this?
post #9 of 182
I believe that the enclosure is 5 years, amplifier is 1 year. (not sure about the driver, I thought 5 years, but can't find reference to it right now)
post #10 of 182
Quote:
Originally Posted by Alagar View Post

It is from the fellow who eD apparently outsourced their repairs to and he also is having trouble with eD as he has not been paid since January.
Not sure what you can do at this point. If you can get them to ship the amplifier back to you, daveds50 may be able to repair it, but most likely not under warranty as eD warrants them, not daveds50.

not a problem repairing it. all parts in stock, same or next day turnaround.

to Lawnwrecker, if you can get a hold of Alex, tell him to send your amp to me. he has the address. the amp from your sub should cost no more than $55-$60 plus return shipping.

but yeah, any warranty job will have to be settled with eD, as i am only a private contractor that is a separate business.
post #11 of 182
Daveds50 I would love to send it to you to get fixed, if I could get someone at Ed to friggin answer me. I will even buy one at this point.
Thanks,
Rick
post #12 of 182
wait?? Alex is the owner now? didn't he get hired as the shop gopher not that many years ago? That explains much.
post #13 of 182
Quote:
Originally Posted by Lawnwrecker View Post

Daveds50 I would love to send it to you to get fixed, if I could get someone at Ed to friggin answer me. I will even buy one at this point.
Thanks,
Rick

hummm... i will try to contact them tomorrow. PM me your real name and if i get through, i'll tell them to send it to me. meanwhile try to contact them too. who knows, one of us may be successful.

i do have a few LT500 plate amps here... but i would hate for you to have to buy another, when you already own one that can be fixed.

Quote:
Originally Posted by tundrSQ View Post

wait?? Alex is the owner now? didn't he get hired as the shop gopher not that many years ago? That explains much.

no idea who the owner is now... but he is my contact there. sometimes he answers my e mail, most of the time, not.
post #14 of 182
Quote:
Originally Posted by daveds50 View Post

hummm... i will try to contact them tomorrow. PM me your real name and if i get through, i'll tell them to send it to me. meanwhile try to contact them too. who knows, one of us may be successful.
i do have a few LT500 plate amps here... but i would hate for you to have to buy another, when you already own one that can be fixed.
no idea who the owner is now... but he is my contact there. sometimes he answers my e mail, most of the time, not.

I think alex was just the manager....there was never anythign made public that said that ben milne sold the company, so i just assumed he still owned it. He also started Dwolla, which one can assume took all his time and all eD's money.

But i have not heard a word from ben in awhile.
post #15 of 182
Thread Starter 
In numerous interviews, Milne states that he sold the company however the Iowa Secretary of State's records still list Milne as the owner. Of course, it's possible the new owners never filed the requisite paperwork.
post #16 of 182
I contacted Ed by email again today, I will try and get the amp to you Dave, I sent you a PM. Yet I'm not holding my breath for fear of passing out waiting on a response from them.

I will tell you this, I will NEVER purchase another piece of gear from this company nor recommend them to ANYONE. This is the worst customer service I've ever experienced in my 30 years of being an audiophile. I'm telling you I have owned a ton of equipment and never experienced anything like this.

How hard is it for someone to send an email and even say "sorry we can't get to your repair", for god sake any communication would be better then none.

Frustrated to say the least,

Rick
post #17 of 182
Quote:
Originally Posted by Lawnwrecker View Post

I contacted Ed by email again today, I will try and get the amp to you Dave, I sent you a PM. Yet I'm not holding my breath for fear of passing out waiting on a response from them.
I will tell you this, I will NEVER purchase another piece of gear from this company nor recommend them to ANYONE. This is the worst customer service I've ever experienced in my 30 years of being an audiophile. I'm telling you I have owned a ton of equipment and never experienced anything like this.
How hard is it for someone to send an email and even say "sorry we can't get to your repair", for god sake any communication would be better then none.
Frustrated to say the least,
Rick

It is quite obvious that "THE END IS HERE" and not just the end is near for Elemental Designs. I think you need to make your move and report this to the Iowa Atty General's Office.
post #18 of 182
So how do current owners of Elemental Designs products deal with their warrany issues when Elemental Designs ceases operation and/or when the government shuts down operation of this company?
post #19 of 182
Yesterday I sent an email to the iowa States Attorney, and I'm awaiting a response. I will keep all of you informed when I get an update.

I have still yet to be contacted by Ed, I've called numerous times today and just get the recording, of course I leave a message, I wonder if it gets heard.

Rick.
post #20 of 182
Guys: Please keep this thread about answering questions relative to resolving any service issues concerning ED.

**The specualtion of "WHY" ED got to this place doesn't belong in this thread.

** The gossip and speculation doesn't resolve issues, it just makes for clutter in what should be a constructive, helpful thread.

Please focus on resolving issues and communicating ideas and suggestions for helping your fellow AVS member.
post #21 of 182
daveds50, can you be referred to members with issues about their ED amps or drivers? Will you be able to sell those B stock amps that you have in your possession for those who need replacements?
post #22 of 182
Quote:
Originally Posted by MarvelousMarvin View Post

So how do current owners of Elemental Designs products deal with their warrany issues when Elemental Designs ceases operation and/or when the government shuts down operation of this company?

They don't.

If eD goes under, the warranty is worthless (though, from the sounds of it, it might be worthless already). You would need to pay out of pocket for any repairs in that situation.
post #23 of 182
For customers who got their partial orders and are still waiting for an amp, another speaker, or whatever... and since there is no way of communicating with Elemental Designs... wonder if they can go ahead and return what they got considering their original order was not fulfilled and just got a part of their original order.

We know of posters who recently just received enclosures without amps and some posters who did not receive the complete set of speakers or with some of the speakers being damaged, etc.
post #24 of 182
Quote:
Originally Posted by tundrSQ View Post

wait?? Alex is the owner now? didn't he get hired as the shop gopher not that many years ago? That explains much.

Wow! Et tu, Brute?!?
post #25 of 182
Quote:
Originally Posted by daveds50 View Post

hummm... i will try to contact them tomorrow. PM me your real name and if i get through, i'll tell them to send it to me. meanwhile try to contact them too. who knows, one of us may be successful.
i do have a few LT500 plate amps here... but i would hate for you to have to buy another, when you already own one that can be fixed.
no idea who the owner is now... but he is my contact there. sometimes he answers my e mail, most of the time, not.

Hi Dave,

You have a PM...

Jason
post #26 of 182
Quote:
Originally Posted by MarvelousMarvin View Post

daveds50, can you be referred to members with issues about their ED amps or drivers? Will you be able to sell those B stock amps that you have in your possession for those who need replacements?

sure. amps, yes. speakers, no. i never had anything to do with the drivers, nor do i work on them. and if an amp had been repaired before in the last year, and was done by me, then the repair is free. i have a complete list of names of the people that i shipped to. eD used to send them to me, i would repair them, and ship direct back to the customer. so i have that list. however, anything repaired by their in-house tech, i can also repair, but it is a chargeable.

as far as the B Stock plate amps that are here, i have to figure out what i have into them as far as parts and labor, and figure out what i can sell them for... or, if i can sell them. time is an issue right now, as i have an order to complete for a company that actually pays their bill... go figure that ! and then i am on a business trip from next monday the 20th to thursday the 23rd to another company that actually pays their bill... biggrin.gif so that, may take a few... likely after the 23rd.
Quote:
Originally Posted by 5seonds View Post

They don't.
If eD goes under, the warranty is worthless (though, from the sounds of it, it might be worthless already). You would need to pay out of pocket for any repairs in that situation.

unless i repaired it before, and your name is on my list. my warranty still stands, and i am not going out of business anytime soon.
Quote:
Originally Posted by MarvelousMarvin View Post

For customers who got their partial orders and are still waiting for an amp, another speaker, or whatever... and since there is no way of communicating with Elemental Designs... wonder if they can go ahead and return what they got considering their original order was not fulfilled and just got a part of their original order.

my guess is that if you did that, you would end up with nothing. from reading the threads, it seems some got lucky getting anything at all. mad.gif
post #27 of 182
I have emailed steve.switzer@iowa.gov with the details of my complaint with eD. Hopefully something comes of it
post #28 of 182
I hate to see things like this happen as I know the guys personally. I do know them but I don't know any details about what is going on, but from what I understand this could go either way. I understand a lot of you are upset and rightfully so. Please do not pm for details as I have none. If I do get information that I'm allowed to share I will post something up.

Sent from my DROID RAZR using Tapatalk
post #29 of 182
Quote:
Originally Posted by spl152db View Post

I hate to see things like this happen as I know the guys personally. I do know them but I don't know any details about what is going on, but from what I understand this could go either way. I understand a lot of you are upset and rightfully so. Please do not pm for details as I have none. If I do get information that I'm allowed to share I will post something up.
Sent from my DROID RAZR using Tapatalk

I have to say I only see this going one way now... Pretty obvious this company has been having serious cash flow problems for sometime. It will only get worse...
post #30 of 182
Quote:
Originally Posted by ack_bk View Post

I have to say I only see this going one way now... Pretty obvious this company has been having serious cash flow problems for sometime. It will only get worse...


What they are doing to customers right now is unforgivable. Elemental Designs have been given many many chances as they have been doing this on and on for the longest time now. Nothing can go as low as what they are doing right now, leaving everybody in the dark. As their website is still up, I hope nobody is placing any more orders from this company.
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