Originally Posted by MKtheater
Man, I had the complete opposite happen to me. Great customer service. I bought a processor, 7020, on ebay and used it for 2 movies and now it won't power on. I called them and they are covering it under warranty so all it costs is shipping with their discount.
Your situation is entirely different from the OP's. Emotiva's warranty is for five years from date of original purchase and is transferable. They state the following,
Emotiva will, at its option, either: (i) repair the product, or (ii) replace the product with a new consumer product which is identical or reasonably equivalent to the product. Emotiva may provide you with a refund of the actual purchase price of the product in the event (i) Emotiva is unable to provide replacement and repair is not commercially practicable or cannot be timely made, or (ii) you agree to accept a refund in lieu of other remedies hereunder. When a product or part is repaired or replaced, any replacement item becomes your property and the replaced item becomes Emotiva’s property. When a refund is given, the product for which the refund is provided must be returned to Emotiva and becomes Emotiva’s property.
Your product was apparently repairable. The OP has an orphan that is not repairable and they don't have anything comparable that could be sent in its place. What's deplorable is the attempt by Lonnie to somehow forget to mention a full refund. Further obfuscation and fabrications were seen in Emotiva's response to the BBB which makes them look like the paragons of bend over backwards customer service while the OP comes off as somewhat of an idiot. Laufman's response, if genuinely written, indicates that he was lied to when asked for a summary of prior events.
Now, I see Emotiva in a bit of trouble and they've made a series of poorly thought out moves with what I feel to have serious negative financial repercussions.
The UMC-1 was a dud requiring significant programming upgrades by Indian programmers to a Chinese made product by a company that didn't appear to have much expertise in this area. Late to market and likely beset by cost overruns, this seems to me to not have been especially profitable.
The UMC-200 seems to have been better thought out but I don't see it as a cash cow.
The XMC went through at least two different iterations when it comes to the underlying correction engine and coupled with the very long product development time, would need significantly sustained sales to finally generate a profit. Increasing the price from what was originally proposed only works if folks are buying. But with a platform that requires a PC, market acceptance appears soft.
There's no money in CDPs as downloadables and streaming are rapidly making those niche products with no growth.
The subs, from reading past threads on their forum seem to have had amp problems such that Emotiva found themselves running through their inventory of spares. They were so ever quietly discontinued vanishing like a fart in the wind. It wouldn't surprise me if that comes out as a total loss once more people start opting for full refunds under the five year warranty.
The acquisition of Sherbourn looks like a total money loser as they clear out the remaining inventory at fire sale prices.
The 'we've got Bob Carver and goodbye Bob Carver' seems like another money put. The story I hear is that Bob was on board but put his foot down when Emotiva's plan was to have boards and other stuff made overseas, then shipped here for final assembly. Bob apparently wasn't too keen on a assembled in America logo. Besides, what would make anyone there think there's this big demand for tube based equipment?
Anyways that's the way I see it. They need a good business manager along with realistic market research and analysis.