Originally Posted by mthomas47
I have very deliberately stayed out of this discussion, partly due to my respect for Mark the audio guru, as opposed to Mark the businessman. But FWIW, I honestly do feel that you are being a little too ambivalent in your posting, and are actually working against your own best interests.
Your avatar is indication enough of your admiration for Mark. But, the more that you say how much you love your now single Submersive, and that you are willing to be patient, the more you undermine your own ability to resolve this situation expeditiously. I understand very well that you don't want to offend Mark, or appear to be a chronic complainer. But, I agree with others that the situation of waiting 16 months for a resolution to your problem goes well beyond what is reasonable. In fact, it is indefensible. Your situation should absolutely be a priority for Mark, and you should be a polite, but nevertheless squeaky wheel.
In my opinion, allowing business practices like this one to continue will be of no long-term benefit either to Mark or to other buyers who come after you. Mark needs to have business practices that represent the same high standards that his subwoofers exhibit, and as a very visible representative of Seaton Sound owners (via your avatar) you need to contribute to the creation of better business practices in a positive way.
In short, it is my opinion as your AVS friend, and Mark's if he will allow it, that you should stop being patient, and start being firm. I rarely complain when I need someone's help in fixing a problem--especially a service issue. Instead I politely but distinctly ask for help in resolving the problem. And, it is very clear to both of us, when I do that, that I am expecting a resolution of the problem.
I think that you need to start being a little clearer and more direct, not only for your personal benefit, but for the benefit of other Seaton owners to come. Otherwise, you won't be the last one to experience this kind of selectively sporadic customer service.
Excellent post, thanks for taking the time to weigh in ( your opinion and advice is always welcome)
I know I am probably coming off way too soft or passive here, but as I previously noted, as someone who has dealt with depression and anxiety my whole life, I really really try to keep a positive mental attitude whenever possible, especially when circumstances are completely out of my hands. So in this case I "choose" to have faith that Mark will look after me, as he has always stated he will. It would of course have been much better and less stressful if this happened long ago but it is what it is
At the end of the day, I try to look at this as "it's just a subwoofer" YES it's really important to me, Yes it cost me a lot of money and YES I definitely want a replacement, but I've had so much other truly horrible crap going on in my life this last year that allowing myself to get too worked up over this is just not worth it mentally & emotionally for me