We know that those reading this thread have been asking for us to respond, and with apologies for the delay, it follows below. The depth of this conversation requires a somewhat lengthy answer, so our apologies for that, as well.
Great sounding products at affordable prices, along with Customer Service that meets the highest standards, have been core values at Outlaw Audio since our inception over 20 years ago. Indeed, our staying power to thrive in a highly competitive market where others have failed, along with tens of thousands of satisfied customers, and dozens of awards and reviews, is further testament to the quality of our products and service. Both our products and after sales service have been acclaimed by reviewers and customers alike.
However, as the old saying goes, “you can’t please everyone.” It seems that what is being discussed in this thread is one of those situations.
Let’s set the record straight: We have tried to solve this customer’s problem on a number of levels, but unfortunately, he seems unwilling to work with us to solve the problem. The use of an online ticket system has helped our customers contact us regardless of time of day. More importantly, it gives us the details needed so that when we speak to a customer by phone, we already have the information to address the problem and solve it. On numerous occasions we have asked this customer to describe his system settings so that we may suggest something that could solve the issue.
It is worth noting that, as the OP mentioned himself, this is also one of those situations where a “ticket system” provides a written record so that everyone is on the same page. In 99% of our transactions, it is simply an easier way to communicate without the chance of confusion, particularly for those who may not be able to have long phone conversations while at work.
Let’s clear the air by showing the questions we asked. We suspect that many here are long-time home theater enthusiasts, so they will readily understand the reasons we need this information to effectively address any problems. Depending on the answers, the issue might be cured with a simple change in settings or connections. If not, a return may be needed. If the latter is the case we stand by our three-year warranty and will do whatever is needed to repair or replace a unit even when it is towards the end of the warranty period. Since this issue was reported to us prior to the end of the three years, we would, of course, happily honor the warranty. We strongly support our customers and have all the parts needed for any repair, even when something pops up long after the end of the warranty.
Unfortunately, the OP has not to date given us any of the answers to the questions we need to address his concerns.
Here is the text of the ticket in question:
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posted 3/25/19, 1:53 PM
We are still waiting for these questions to be answered.
- Please confirm changing the volume on the Model 975 currently causes the display to show UNLOCK, and you to lose all signal.
- Does changing the volume on the Model 975 cause the FM tuner to lose signal as well?
- List your source devices (Oppo, Cable Box, etc.), and exactly how they are connected to your system. If they are connected to multiple pieces of equipment, or are connected in multiple ways please list them and how they are connected.
- Please confirm dropping signal for extended periods of time occurs with all source devices.
- How is your TV connected to the Model 975?
- You have 5 mappable inputs on the Model 975: TV, DISC, GAME, VIDEO, and AUX. Which are you using and for which respective source device? You mention you've configured the inputs and everything was working. Please let us know how the inputs are currently configured.
- Is there a reason ARC was used originally to send audio to the Model 975? If so, we need to know why so that we can take this into consideration.
- Once setting the video, for the input used for ARC, to "----", what were your results?
- What were your results with analog connections for audio? Did you configure one of the mappable inputs for analog for audio?
Once we know more about your situation, and what you are trying to achieve, we can proceed with any further questions.
posted 3/26/19, 9:27 AM
Mr. <REDACTED FOR PRIVACY>, your account is not locked. Please respond with answers to the aforementioned questions.
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Those who are familiar with processors or AVRs will see that some potential issues might be resolved on the spot by simply addressing the questions listed above. Unfortunately, the response from the customer was that he did not even want to take it out of the box and see what the issue is. We can’t solve a problem unless we know what may be causing it, or what can be eliminated as a potential cause.
For those not familiar with Outlaw Audio, we offer a 30-day return policy, no questions asked, from date of delivery. We were one of, if not the first, online home theater companies to do this. However, if this is simply an issue of someone finding out that they no longer want or need something they bought THREE YEARS ago, as the customer told us over the phone, the easiest thing for him to do would simply be to sell it. A mark of the quality of Outlaw products is the high value they return in the resale market.
The bottom line here is quite different that what it appears to be. We’ll do whatever is needed to help a customer with a claimed defective unit. All we ask for is some information from their side so that we can solve the problem. In this case we can’t fix the problem because the customer refuses to help us dial in on what is happening. It’s as simple as that: help us fix things and we’ll do just that.
One more side note is in order. Respect for customers is something demanded of all Outlaw employees. Anything to the contrary is just not true. On the other side of the fence, the OP here has taken to numerous forums using multiple names and accounts, presumably to whip up attention. We wish that he would put that effort into responding to our requests rather than spend time in the forums. If he did that, the problem would have been solved a long time ago.
