Hi there - I am afraid I have developed a tear in the black cloth/stocking surrounding my definitive technology super-cube I sub woofer. Anyone have any suggestions? Are replacement cloths available? How difficult are they to replace?
just an update for someone looking for same information - definitive does sell these at very reasonable prices. Also - without doubt - excellent customer service. Spoke with a fellow named Adam - and it was an absolute pleasure, no wait time, very responsive to all my questions.
For future - I would without doubt consider them simply based on my interaction with their customer service.
My "interaction" with Definitive Technologies customer service took place back in November 2010.
A week after Definitive Customer Service confirmed that speaker cloth was available to match my Definitive towers; I called to place an order. The call went something like this: Adam, "We don’t sell speaker cloth." Me, "You told me last week that you did. Adam, "No one here told you that. We don’t sell speaker cloth." Me, "I wrote your name down. I recognize your voice."
Sometime later, after realizing his lies and denials weren’t working, Adam finally admitted that Definitive had decided to outsource their production to China and the cloth was no longer available.
Not exactly what I’d call stellar customer service.
I noticed this thread after a quick search on Google. Let me say that I have first off, sold alot of Def Tech product in my years at Magnolia in Best Buy. I have been removed from Magnolia for 6 years now and I have always been extremely satisfied with Definitive's products.
I've never really needed there support until today. I called the number found on the website and pressed 2 customer service and repair. I spoke with a fellow named Chet. I told him that I had a Supercube 2 that had developed a tear in the cloth. He said if I was ok with doing a little bit of work, then he would send it to me for free. No shipping costs or anything! That really impressed me.
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