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Official Epik Subwoofer Thread - Page 620

post #18571 of 20356
Quote:
Originally Posted by Madaeel View Post

I don't know either Bluvette. She talked to Chad last Tuesday, shortly after my post, and then he sent an email saying to check the fuse, although if he had read my email would've realized they were fine, so we did anyway and emailed back and nothing since last Wednesday. That's bs. She hasn't used Facebook because he did call her and sent an email. Anyone would reason ok he'll just email me back then. I guess not. I have no idea what's going on there but he seriously needs to hire someone to at least take calls and emails. You don't have to pay someone $40k for that so I don't want to hear their prices will skyrocket. Even if he charged $100 more per sub they would still be a great value. I'm just tired of people defending their awful customer service. There is no excuse. None.
For the record I would've and have recommended Epik as well. Not anymore. I even told my sister to get the Legend instead of a Rythmik simply because I didn't want her to push the Rythmik FV-12 past it's limits. I figured the Legend is like the Empire and reaches its limits gracefully, which it does, and *if* the amp went Chad has a quick turnaround. So of course I am pissed since I told her that and yet it will be easily over a month before this is resolved. I don't know what to tell her. I'm at the point where I'd buy her another sub because I'm so irritated with this whole mess.
I went through *six* amps on my custom pos eD and every time one went out it took at least a month to get another one. I expected that from them but not from Chad. To not post updates and then take this long just to get a response is unbelievable.
Anyway sorry for the rant and btw your set-up is very nice. I like the room too. I checked it out a couple times and I always appreciate a nice clean looking room.smile.gif

Thanks for the kind words on my Home Theater. I totally understand your frustration. I owned my own business and customer service is number one. If you do not have time during the day to answer questions then you have to take care of them at night or like you said hire someone to help you take care of those questions. Yes, everyone has to have a private life but the customer does not understand that, they want their question, problem, or order answered in a timely fashion. My opinion there is no excuse for not answering, if your phone or internet does not work at your business, find a way even if it is out of your home. I never had a issue with Epik but I have not had to contact them lately, thank God and knock on wood my stuff has been working. Good luck to you all, hope you get all your problems solved, and good luck to Chad if he wants to continue to have a business.

Gear mentioned in this thread:

post #18572 of 20356
In the past few years we've seen companies fail miserably WRT customer service. AV451 and most recently ED come to mind as well as a company that has failed miserably to produce a competent processor. While the first two certainly had other issues to be sure, the stench of poor customer service still lingers. It lingers enough to taint other ID companies. Epik should be extremely sensitive to dodging inquiries and thinking that the dog ate my homework excuses will pass muster. This is where the community of Epik owners can help by emailing or otherwise contacting the company to voice their displeasure and demanding they get their act together. Madaeel has not shown himself to be some kind of whiner and IMO, we should all support him.
post #18573 of 20356
Quote:
Originally Posted by Chu Gai View Post

In the past few years we've seen companies fail miserably WRT customer service. AV451 and most recently ED come to mind as well as a company that has failed miserably to produce a competent processor. While the first two certainly had other issues to be sure, the stench of poor customer service still lingers. It lingers enough to taint other ID companies. Epik should be extremely sensitive to dodging inquiries and thinking that the dog ate my homework excuses will pass muster. This is where the community of Epik owners can help by emailing or otherwise contacting the company to voice their displeasure and demanding they get their act together. Madaeel has not shown himself to be some kind of whiner and IMO, we should all support him.

Well said, Epik is well aware of the feelings of their customers. Between this forum and others you can easily find out how your customers feel about what you are doing well and not so well. These are the areas to improve on before it is to late. If nothing gets done there will be no suprises in the future of Epik.
post #18574 of 20356
Quote:
Originally Posted by Bluvette View Post

Thanks for the kind words on my Home Theater. I totally understand your frustration. I owned my own business and customer service is number one. If you do not have time during the day to answer questions then you have to take care of them at night or like you said hire someone to help you take care of those questions. Yes, everyone has to have a private life but the customer does not understand that, they want their question, problem, or order answered in a timely fashion. My opinion there is no excuse for not answering, if your phone or internet does not work at your business, find a way even if it is out of your home. I never had a issue with Epik but I have not had to contact them lately, thank God and knock on wood my stuff has been working. Good luck to you all, hope you get all your problems solved, and good luck to Chad if he wants to continue to have a business.

Thanks vette'. I think you're one of the few who realize I'm not trying to be a prick. I'm just frustrated over it taking this long without any updates. I know things break down and need repaired. I'm used to that as I'm sure most people who post here are. It's life. For it to take over three weeks to get a response is why I'm so upset, and here we are a month later and still no working sub.

My wife and I own a business now. Usually my wife handles it and takes care of the customers and employees and I occasionally help her out if she needs it. Well she went home for a month to Vienna. Well guess what happened?? We had problems with a couple customers and they tried to contact her, which obviously wasn't happening, and they were none to happy. So she called me and said hey these numbers popped up on my phone blah blah blah. She had no idea who it was or what the problem was but saw someone called her a couple times in two days. So I had to call and take care of it. Which I did. The customers are happy because I got back to them in a *timely* fashion. If neither one of us would've been able to be reached we would've told our customers to phone someone else who could help them OR found some way to be available. Pretty simple.

I defended eD even though they kept screwing me with those faulty amps. I even posted to take it easy on them in their forum. Well after the last amp I flipped and I won't do it anymore. Chad handled this terribly, and still is, and needs to address it ASAP.

I don't want Chad to go out of business or hurt it. I'm not an a$$. I DO want him to better assist his customers when problems arise and to do it in a timely fashion. I will post when I feel I'm being treated unfairly. If people don't like it don't read it.
post #18575 of 20356
Quote:
Originally Posted by Chu Gai View Post

In the past few years we've seen companies fail miserably WRT customer service. AV451 and most recently ED come to mind as well as a company that has failed miserably to produce a competent processor. While the first two certainly had other issues to be sure, the stench of poor customer service still lingers. It lingers enough to taint other ID companies. Epik should be extremely sensitive to dodging inquiries and thinking that the dog ate my homework excuses will pass muster. This is where the community of Epik owners can help by emailing or otherwise contacting the company to voice their displeasure and demanding they get their act together. Madaeel has not shown himself to be some kind of whiner and IMO, we should all support him.

Thanks Chu. smile.gif

I do realize I'm posting more now to complain then anything else, but only because it's my sisters, who didn't even know how to hook it up let alone check the fuses. I'm shocked Chad has let it go on this long. I read AVS everyday and enjoy the different threads. I'm just fed up with the CS some of these companies have which is the reason for my posts.
post #18576 of 20356
I have spoken with Chad several times in the past and purchased a Phoenix when they first came out. Every time I deal with him he was very personable and professional. He seemed very proud of his work and rightfully so, he makes an excellent product! That said, I do believe that his customer service is NOT timely at all, and appears to be going even further south based on these posts. Like others have said, there are no excuses for unanswered phone calls and emails, period!
I am still very happy with my Phoenix and have no plans on replacing it anytime soon, however, I would probably not do business with Epik again if their customer service does not improve. Also, I cannot comfortably recommend them to anyone either.
I really do hope that Epik does not continue down this path especially since they are local to me, and I really want them to succeed! It is time to step it up Chad and address your customers in a more timely fashion!
post #18577 of 20356
Quote:
Originally Posted by Gov View Post

I have spoken with Chad several times in the past and purchased a Phoenix when they first came out. Every time I deal with him he was very personable and professional. He seemed very proud of his work and rightfully so, he makes an excellent product! That said, I do believe that his customer service is NOT timely at all, and appears to be going even further south based on these posts. Like others have said, there are no excuses for unanswered phone calls and emails, period!
I am still very happy with my Phoenix and have no plans on replacing it anytime soon, however, I would probably not do business with Epik again if their customer service does not improve. Also, I cannot comfortably recommend them to anyone either.
I really do hope that Epik does not continue down this path especially since they are local to me, and I really want them to succeed! It is time to step it up Chad and address your customers in a more timely fashion!

Don't get me wrong I love my Empires and I am still waiting for a 18 inch version biggrin.gif When I bought my Dual Empires I spoke to Chad and he answered all my question on more than one occasion. Then when I went there to pick them up Chad was great very informative. I just don't know about now, I hope it all works out.
Edited by Bluvette - 9/18/12 at 10:07am
post #18578 of 20356
It seems to me CS is the first to suffer when a company starts fail or re-group or whathave you.
Madaeel is absolutely correct to call them out. It's not whining, it's the expectation of service. What makes new customers (sending out 10 subs) better than current owners? I guess the phones worked that day?
It smells, a solid company doesn't behave that way. imho
HTfanboi, you can spin it any way that suits you but that won't change what's taking place. I wouldn't be happy as an owner, would you be?
post #18579 of 20356
madeel - i recently had an amp go out as well. i won't bore you with all the details - just some practical advice for your situation. keep calling him...several times a day if you have to. leave messages if he doesn't answer. you will get through eventually and he will take care of it.
post #18580 of 20356
Quote:
Originally Posted by grubadub View Post

madeel - i recently had an amp go out as well. i won't bore you with all the details - just some practical advice for your situation. keep calling him...several times a day if you have to. leave messages if he doesn't answer. you will get through eventually and he will take care of it.

Haha! Awesome...such words of encouragement.
post #18581 of 20356
Thank you for your response.
post #18582 of 20356
Thank you for your response.
post #18583 of 20356
Quote:
Originally Posted by grubadub View Post

madeel - i recently had an amp go out as well. i won't bore you with all the details - just some practical advice for your situation. keep calling him...several times a day if you have to. leave messages if he doesn't answer. you will get through eventually and he will take care of it.

Eventually. That's awesome. Like I said its my sisters so she actually is doing the calling and emailing so we'll see. I might just buy her a PSA sub and be done with this mess.
post #18584 of 20356
Well I *finally* got ahold of Chad today. He apologized for taking so long and for the amp breaking. I told him I understand amps fail but to take a month for a response is not acceptable. He agreed and said it was fault and apologized again. He's sending an amp out right away. Just wanted to let everyone know it's taken care of. I'm happy the amp is coming and for my sister because she started to freak out since she got no responses to her calls and emails. However, Chad I *sincerely* hope you hire someone to help out and just boost the price a little to break even. This is not good for business. Thank you though for taking care of it.
post #18585 of 20356
Well that's great but understand I'll reserve my opinion based on how this replacement holds up.
post #18586 of 20356
Quote:
Originally Posted by Chu Gai View Post

Well that's great but understand I'll reserve my opinion based on how this replacement holds up.

Understood. I'm just happy he picked up at this point. I will update again when the amp is in my possession and working.
post #18587 of 20356
His responses seem to correlate to when things heat up here on the forum about his response time. It's good that he's getting a new amp sent though. It sucks when you recommend a product to someone and it turns out to be a pain for that person.
post #18588 of 20356
Awesome, glad it all worked out.
post #18589 of 20356
Quote:
Originally Posted by Bluvette View Post

Awesome, glad it all worked out.
+ one
post #18590 of 20356
Quote:
Originally Posted by globalgreg View Post

His responses seem to correlate to when things heat up here on the forum about his response time. It's good that he's getting a new amp sent though. It sucks when you recommend a product to someone and it turns out to be a pain for that person.

Yah that was my biggest gripe. I recommended it because there turn-around time was excellent. So I'm probably a little more pissed then normal. Plus you know it's my sister.smile.gif Oh well hopefully it'll be smooth from here on out and I'll let it go.
Quote:
Originally Posted by Bluvette View Post

Awesome, glad it all worked out.

Quote:
Originally Posted by firemanast View Post

+ one

Thanks guys.
post #18591 of 20356
Quote:
Originally Posted by Madaeel View Post

Well I *finally* got ahold of Chad today. He apologized for taking so long and for the amp breaking. I told him I understand amps fail but to take a month for a response is not acceptable. He agreed and said it was fault and apologized again. He's sending an amp out right away. Just wanted to let everyone know it's taken care of. I'm happy the amp is coming and for my sister because she started to freak out since she got no responses to her calls and emails. However, Chad I *sincerely* hope you hire someone to help out and just boost the price a little to break even. This is not good for business. Thank you though for taking care of it.

Awesome you finally got a voice to talk to and your issue was resolved. cool.gif

So how long have you been waiting since the amp issue for a call back?

Also how many times that day did you have to call to get ahold of Chad or someone to pick up the phone??
post #18592 of 20356
Quote:
Originally Posted by Shift View Post

Awesome you finally got a voice to talk to and your issue was resolved. cool.gif
So how long have you been waiting since the amp issue for a call back?
Also how many times that day did you have to call to get ahold of Chad or someone to pick up the phone??

It was three weeks till Chad called my sister back. I called several times and left a message and so did she plus we both emailed. I'd say we both called 3-4 times. Right now he still hasn't sent her an email, or called, saying he's sending an amp or a tracking number. He said he was still having problems with his phones/email so who knows what's going on.
post #18593 of 20356
Another update guys. My sister spoke to Chad today and he was very apologetic and sent the amp out today and said it should be here on Friday. He said he knew we were pissed and said it was entirely his fault. I'll give him credit for taking the blame and not saying there was nothing he could've done or blame it on shipping materials. Anywho should be here for the weekend and I'll update again when its working. Thank you Chad for getting it shipped by the weekend.
post #18594 of 20356
Quote:
Originally Posted by Madaeel View Post

Another update guys. My sister spoke to Chad today and he was very apologetic and sent the amp out today and said it should be here on Friday. He said he knew we were pissed and said it was entirely his fault. I'll give him credit for taking the blame and not saying there was nothing he could've done or blame it on shipping materials. Anywho should be here for the weekend and I'll update again when its working. Thank you Chad for getting it shipped by the weekend.

good to hear..that is just epic.biggrin.gif (sorry couldn't resist)
post #18595 of 20356
Give me a break. You got so lucky! I was trying to contact Chad to upgrade from a legend to 2 empires. The best thing I ever did was buy a PSA XV15! There is no excuse not to get back to your customers. I'm just at a loss for words on how disappointed I am with Epik. For the love of god,hire someone to answer the phone and emails.
post #18596 of 20356
My wife is out of work, maybe Chad can hire her and pay me in subwoofers! biggrin.gif
post #18597 of 20356
Drop Chad a line and talk about it. Email him too :P :P .





p.s. Epik Tower (15" ported tune 18Hz, 600 watts) for sale. Pick up only in Broward County South Florida. pm me.
post #18598 of 20356
Quote:
Originally Posted by Goat1 View Post

Give me a break. You got so lucky! I was trying to contact Chad to upgrade from a legend to 2 empires. The best thing I ever did was buy a PSA XV15! There is no excuse not to get back to your customers. I'm just at a loss for words on how disappointed I am with Epik. For the love of god,hire someone to answer the phone and emails.

Yah trust me I am too and I think Chad realizes a LOT of people feel the same. Hopefully he'll get his CS act together and come out with a dual 18" sub. At least you still have a nice sub. Wouldn't mind hearing one of those.
Quote:
Originally Posted by airgas1998 View Post

good to hear..that is just epic.biggrin.gif (sorry couldn't resist)

Smarta$$.smile.gif
post #18599 of 20356
Quote:
Originally Posted by sdolen View Post

My wife is out of work, maybe Chad can hire her and pay me in subwoofers! biggrin.gif
Excellent idea. She wouldn't have to leave Boston in order to not answer the phones or email.
post #18600 of 20356
I posted a subwoofer asking info question here:
http://www.avsforum.com/t/1430794/sub-1000-subwoofer-rec-rm-17l-x-15w-x-710-h-dedicated-ht

My friend and neighbor is willing to buy and even pick up an Epik Empire in the next few days.
He could also wait for delivery.
He's called and can't get through to Epik to place an order
His biggest concern isn't specs, or finish, or forum talk ,or even value.
He just wants something he can order without hassle.

Thoughts?

Mike
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