Originally Posted by DenonFan2015
Where is Jeremy now? This thread has been turned bad last couple days and I don't see any response from Jeremy
My sincerest apologies as I have not been more prominent on avs the last 3 days as there are a lot of questions, concerns and conversations that need to be addressed in great detail. As I often put in 60 plus hours per week, I planned a pretty full memorial day weekend trip with friends and family. I had a wonderful time with my wife and son.
Being that banks, shipping companies and other business shut down Friday to Sunday in most instances, I had Tyler and Jerry handle the shop in my absence. But I see now this is the place that required attention.
I will do my best to address in great detail everything discussed and we will continue discussing tomorrow and in the days to come.
First of all the timing of the latest posts in this thread is surprising because a few months ago we found ourselves in a precarious situation with enormous backlog. Now that we have pushed through the majority of it and have only about 1/7th of it left, getting ready to start shipping Axis speakers and 1400w 18s... things seem to be tense at a time where there should be relief. From our perspective, we are seeing light at the end of the tunnel and are looking at an abatement of tough times.
However we have a few pending issues other that aren't doing us any favors at this moment.
We haven't had any shipping damage in awhile now but we had several in the last month. We have a couple of replacements going out this week. We had a shipment go to France and they dropped the box so hard that the magnet separated. That replacement is shipping before we even get a claim settled from FedEx - because damn..
As for refunds, the ideal thing and our general rule is to have it go back through the original path from where the funds were charged first. That is our policy as long as it is possible in each of those cases. There are good reasons for example:
If someone pays by credit card and is refunded via check, there could still be a charge-back and we could be charged for a refund twice. Yes, this has happened before. Heck, we have even had escalations through PayPal when items were out for delivery and we saw funds were clawed back en route because the buyer opened a dispute with the item on the truck. This has happened twice. Sometimes a unique set of circumstances can cause delays and while that is unfortunate we still have to work to get the issue resolved as fast as possible.
So in the event the cc has been cancelled or for any other reason and a conventional path is not possible then what is generally done is an alternative method comes from us directly. Which is fine and we always take care of that, but in some cases we try to push the funds to follow the correct path for a reason. Whether it's PayPal, CC or whatever.
Luke's case is unique. And I will address that in a separate post.
I expect every single one of the issues taken up here to be resolved very soon.
It is one of those things where I know everyone would like to see us correct everything in a day but to be 100 percent honest we have a lot of work ahead of us in the next week or two. I expect that July will be a very different picture than what we are seeing now and hopefully most will see that we have a handful of issues to fix here, and they will not be that difficult to address.
Over the last 2 years, we have seen all sorts of things happen:
Bogus multiple orders, massive sized orders changed multiple times, dis-information spread in posts, deposit orders never paid off, cc fraud, breaking or damaging things to get out of paying return freight, man we even had someone order speakers for the trial then later admit they should cancel because the only intent was to write a negative, contrasting review against another manufacturer's product and had their good conscience shine through to not go ahead with it at the last minute (At least their better judgement won through in that case and good on them).
All this crazy stuff has been part of the journey and adapting to these kinds of things will make us grow into a better company.
I also find it is the nature of the internet to see smoke and want to throw gasoline on the fire just to be able to watch it burn. Inciting fear, drama and panic are not always helpful to the situation.
Although I do acknowledge that this outlet is great because holding manufacturers accountable is overall a good thing and where there is genuine concern - happy to see that.
I think someone posted that we would probably get on here and make a bunch of excuses.
Well whether or not something is out of our control or our fault or not, we are ultimately responsible for everything. So we won't make excuses, we make things right.
If there are a handful of customer issues that need to be addressed we go through and make each one of them right and persist until it is done.
We have a busy week ahead.