Bad experience with Paradigm dealer

W

wlmmn

Junior Audioholic
Here's a review I posted to google plus reviews that keeps not getting published, even though my positive review I gave to an independent mechanic showed up right away. Hmm.

This is my review I've been trying to post for Blu Note in Denver, and it should tell the whole story (they stopped being a Paradigm dealer shortly after my September purchase):

After wanting to upgrade to some newer Paradigm speakers from the older ones I had, I scheduled a listening session at Blu Note with Marc and Brandon back in September as they were the only Paradigm dealer in Colorado. I went there and brought my test CD to the store for a listening session and started auditioning speakers. After I listened to a track I noticed the left and right imaging was off and told them about it; they checked the connections on their Parasound CD player and realized they had it summed to mono (whoopsie there guys, as my boss would say "that should've been caught, the client shouldn't be catching these things!"). For all the pseudo-science talk they spouted up front about needing to "lay the cables flat for hours and have the amp on for days before my listening session" to get the most accurate sound, to make a basic stereo connection mistake like that was pretty bad. Regardless, I took a listen and decided to order a pair of Studio 20s and a center channel on September 13th.


This is where the frustration comes in.


September 13th: Paid $3,375 for order of three speakers . Was quoted 5 to 8 days for the speakers to arrive and that I would get a shipping notice in my email inbox as soon as they got one from Paradigm.



September 18th: I called Blu Note asking out of curiosity how close the speakers are to arrive as I had not received a shipping email. I talk to Barb (the receptionist) on the phone who says they haven't received a shipping notice from Paradigm yet, but that she will have Marc call me back by the end of the day. Marc does not call back.



September 19th: I call and get Marc on the phone, who says he'll look into it and give me a call by the end of the day. Again, Marc does not call back.



September 21st: I leave a voicemail message asking for better followup/communication from Blu Note in general, and to call me back with further information as to what Blu Note is doing about this concerning the delay.



September 23rd: I wait until 2 in the afternoon to hear back from my voicemail when there's still no reply; I call and get Brandon on the phone. He says he will look into it and give me a call back, as well as have Marc call me back as well. Neither one calls me back. Late at night I get a text from Brandon saying that Barb should hear back no later than 10am on the 24th and that Brandon will call with an update then.



September 24th: I wait until the afternoon when I have still not heard back from Brandon as promised. I text asking him "was I supposed to hear back from you after 10 this morning? have not received a followup communication of any sort." He texts back saying "Shipping tomorrow upon shipping notification receipt Barb will forward."



September 25th: I again wait until the afternoon to call when I have not received any shipping update in my inbox. I get Marc on the phone who says that Barb would know, and writes my number down to have Barb call back within the day. I do not hear back from Barb.


September 26th: Speakers finally ship, I get them on October 3rd when I pick them up from Blu Note. No apology nor explanation was given for anything.


Think that's where the headache ends? Oh no.


I get the speakers, and over time I keep thinking "something doesn't sound right." I got busy and time passed; finally in December I come into Blu Note with the one speaker that didn't sound right. After them having the speaker for about 2 weeks, they determine the tweeter was blown. Pretty premature thing to happen to a speaker I had just gotten 3 months prior, but they said Paradigm wouldn't cover it in their warranty and that it'd be around $70-80 bucks for the tweeter, plus Blu Note's installation. I authorized $142 for Blu Note to replace the blown tweeter and install a new one. I drop it off and about a week later Marc calls (yes, he actually calls; what a miracle) and says it's ready for pickup. About a hour later I show up at their doorstep at 11am on a Thursday, only to find the doors locked during their normal business hours. I call the place and Barb answers the phone saying she'll come up front to unlock the door and let me in, as there's no one on the floor (what is going on with this place?). I see my speaker's box all packed up and ready to go, as I had already paid for it. I get the speaker home, reconnect everything, and everything sounds great! The problem? I take off the speaker grill and there was a pinhole dent in the big white mid driver that was NOT there when I dropped off the speaker (attached picture). I take a picture of it and send it to Marc, who replies "Both Brandon and Kem inspected the speaker before it was boxed and made ready for pick up. Both men are absolutely sure that the speaker was not in this condition when it left the store. Brandon would like to speak with you either on the phone or in person. He has an opening in his schedule tomorrow from around 3:00 until 5:00. Please advise as to what works for you. " They completely denied it. I never had anything sharp anywhere near my speaker when taking it out of its box or reconnecting it to my system.


Anyways, I email back right away that Brandon could call me during that time. Brandon never calls. I call back the next week and Barb answers the phone; I speak to her about this, and she said Brandon never had any call scheduled on his schedule. Ugh. A day later, Marc emails "Brandon would like to sit down with you personally. Please let me know what would work for you. " I email him back, "I thought Brandon was giving me a phone call. If I'm driving all the way down there for a sit-down I'd like to know what's being offered. Can we do a phone call first?" Marc never emails back, so two days later I email "Hello? Not getting much communication." That email was sent January 29. It's March 5th and I've still not heard anything from them. I sent Marc another email today and the email bounced back undeliverable.


I called a Paradigm dealer in Fort Collins (as Blu Note lost their dealership status with Paradigm, surprise surprise) and learned that a new mid driver is $288. So I paid $142 to replace a tweeter on a practically brand new speaker and get a dent in another part of the speaker that would cost $288 to replace. Blu Note is terrible at communication and after-the-sale service. I feel for specialty audio stores as they're coming on hard times, but you can't treat people like that.


Brandon, if you're reading this: you asked me to give a review of Blu Note back in September when I ordered the speakers. I held off on doing so because I wanted to wait until I had gotten the speakers to truly get a sense of what it's like to shop at Blu Note. I'm glad I did. Here's your review, buddy--you've earned it.
 

Attachments

slipperybidness

slipperybidness

Audioholic Warlord
WOW!

Thanks for sharing. What a bunch of A-holes!

Did you use a credit card for all of these purchases? Some credit cards will offer protection against this kind of behavior. If it were my $, I would:

*Call my CC company to see if they can help me out at all
*Call the local Better Business Bureau or go on the BBB website and file a complaint! You owe it to yourself and you owe it to any future suckers going to Blu Note.
*Threaten to take them to small claims court
*Actually take them to small claims court
 
H

highfigh

Seriously, I have no life.
And the reason for not covering the tweeter replacement was.....?

Just out of curiosity, what amp are you using, what's the power output and how loud was it when the tweeter went away? If you just want to post the model of the amp, I'll look for the specs.

Again, just curious.
 
W

wlmmn

Junior Audioholic
Did you use a credit card for all of these purchases? Some credit cards will offer protection against this kind of behavior. If it were my $, I would:

*Call my CC company to see if they can help me out at all
*Call the local Better Business Bureau or go on the BBB website and file a complaint! You owe it to yourself and you owe it to any future suckers going to Blu Note.
*Threaten to take them to small claims court
*Actually take them to small claims court
Yup, used a credit card for all purchases. I thought about calling my CC company (Wells Fargo) about this but got scared that my credit would be hurt (I have excellent credit) by disputing a credit card charge like this. Strictly speaking, they did replace the tweeter and that's what I was charged for; I just don't like the damage that was done in addition to it. I thought Wells Fargo would think I was trying to pull a fast one. Maybe I'm just being paranoid here?

I do intend to file a BBB claim on their website this weekend. Thanks for the advice.
And the reason for not covering the tweeter replacement was.....?
Very good question. I should've called Paradigm on that one. Maybe I still can?

Just out of curiosity, what amp are you using, what's the power output and how loud was it when the tweeter went away? If you just want to post the model of the amp, I'll look for the specs.
It's the Emotiva XPA-5; my equipment list in my signature is all up to date. I was running it at 8 ohms, all 5 of my speakers hooked up (they're all 8 ohms). I occasionally run my speakers loud (100 decibels) but those speakers and that amp should definitely be able to handle it.

I'd like to keep trying to post the Google + review; not sure what's going on with that. They don't have a single Google review up yet and I wouldn't mind being that first one.
 
slipperybidness

slipperybidness

Audioholic Warlord
Concerning the CC, my CC has some consumer protection built in.

It's a platinum card or something like that, I've had it since 1997. So when I use that card, I'm protected from BS like this. Well, in theory, I've never actually had to use that service.

So, a call to discuss with CC customer service would be the first step. Not to dispute the transaction, as you made the transaction. Rather to see what kind of support they may offer to their customers.
 
H

highfigh

Seriously, I have no life.
Yup, used a credit card for all purchases. I thought about calling my CC company (Wells Fargo) about this but got scared that my credit would be hurt (I have excellent credit) by disputing a credit card charge like this. Strictly speaking, they did replace the tweeter and that's what I was charged for; I just don't like the damage that was done in addition to it. I thought Wells Fargo would think I was trying to pull a fast one. Maybe I'm just being paranoid here?

I do intend to file a BBB claim on their website this weekend. Thanks for the advice.

Very good question. I should've called Paradigm on that one. Maybe I still can?

It's the Emotiva XPA-5; my equipment list in my signature is all up to date. I was running it at 8 ohms, all 5 of my speakers hooked up (they're all 8 ohms). I occasionally run my speakers loud (100 decibels) but those speakers and that amp should definitely be able to handle it.

I'd like to keep trying to post the Google + review; not sure what's going on with that. They don't have a single Google review up yet and I wouldn't mind being that first one.
You paid $3375 for three pairs of the bookshelf model, right? The prices I see are in the $700 range and even if it was $700 each, I'm not sure why they would charge $3375.

The warranty states that thermal/mechanical misuse or abuse isn't covered. I would contact Paradigm about YOUR speaker with your serial number, to see if they even received a warranty claim. If not, dispute the charge and contact the owner of the shop. If Paradigm received a warranty claim, it's a case of fraud.

Re: thermal abuse- tweeter voice coils usually go bad because of only a few things- manufacturing problems, bad crossover design and amplifier clipping. At 200W/channel and with more than one pair in the room, 100dB should be no problem for your amp but I don't think there's any way to know the preamp's settings and amplifier's performance at the time.

I wasn't aware that credit card companies down-grade credit rating for disputing a charge.
 
slipperybidness

slipperybidness

Audioholic Warlord
You paid $3375 for three pairs of the bookshelf model, right? The prices I see are in the $700 range and even if it was $700 each, I'm not sure why they would charge $3375.

The warranty states that thermal/mechanical misuse or abuse isn't covered. I would contact Paradigm about YOUR speaker with your serial number, to see if they even received a warranty claim. If not, dispute the charge and contact the owner of the shop. If Paradigm received a warranty claim, it's a case of fraud.

I wasn't aware that credit card companies down-grade credit rating for disputing a charge.
I don't think CC companies downgrade credit due to disputing a charge. I think the OP was "worried that it might happen". But, disputing the charge is NOT the appropriate course of action. OP made the charge.

I agree with you. The OP should contact Paradigm directly and see if they replaced the tweeter under warranty. If they did, then that means Blu Note pocketed the $ that they charged you, and that is absolutely fraud.
 
W

wlmmn

Junior Audioholic
You paid $3375 for three pairs of the bookshelf model, right? The prices I see are in the $700 range and even if it was $700 each, I'm not sure why they would charge $3375.
Three speakers. The pair of Studio 20s, and a center channel (the cc-590). Well, that and a pair of J-23 stands for the pair of bookshelf speakers. I have no problem with the $3375 figure; I was just including it in the story for detail's sake. The problem I have is with the $288 driver they damaged, which by extension means I have a partial problem with the $142 installation charge being that while they did replace the tweeter, they damaged the mid driver in the process and thus the installation wasn't done properly.

I would contact Paradigm about YOUR speaker with your serial number, to see if they even received a warranty claim. If not, dispute the charge and contact the owner of the shop. If Paradigm received a warranty claim, it's a case of fraud.
Good idea; I'll check on that as well the same time I call Paradigm about why they wouldn't cover a warranty for a $70 speaker tweeter a repeat Paradigm customer bought just 3 months prior in their $3k+ purchase.

I wasn't aware that credit card companies down-grade credit rating for disputing a charge.
I don't know; like I said, maybe I'm just being paranoid, it's not like I read it somewhere. Feel free to correct me on this if I'm wrong. The other poster is right, though; I shouldn't dispute the charge, but rather just tell them what happened. Hopefully Wells Fargo gives half a crap.
 
Last edited:
slipperybidness

slipperybidness

Audioholic Warlord
Well, lesson #1 learned---Inspect the repair BEFORE you leave the store.

The fact that it was already packed in the box is pretty danged fishy to me.
 
lsiberian

lsiberian

Audioholic Overlord
That's dreadful. The Paradigm dealer in my town never even approached me. They were replace by a liquor store. I did get great service at a Modia once, but it close down due to lack of business. The salesman actually cared about good sound and we exchanged stories of great systems we'd heard. It was the same store that gave me a great demo too.
 
H

highfigh

Seriously, I have no life.
Well, lesson #1 learned---Inspect the repair BEFORE you leave the store.

The fact that it was already packed in the box is pretty danged fishy to me.
The rule of thumb used to be- if someone damaged a tweeter, it was covered the first time, assuming it wasn't visible physical damage. If they did it again, the interrogation began. If they blew more than one component in the cabinet or pair, it was considered abuse and not covered. These speakers are supposed to handle more power than your amp is capable of delivering and, assuming you don't operate in a range where the amp distorts badly enough, this shouldn't have happened. In theory. If the amp oscillates, all kinds of things can happen and it's usually the tweeter that takes it in the shorts.

I doubt it would be possible for you to prove that the other driver wasn't damaged before you took it in for service, but I would start looking for photographic evidence, if I were you. You just might have something that makes your case.

I would fire off a letter to Paradigm about this. Don't be nasty, don't make threats. Be reasonable, logical, sensible and let them know that you know something about this stuff. Include the details of the equipment in your system, how it was installed, how it's operated and send photos. I would include your comments about everything the dealer did that was unsatisfactory, a copy of the sales receipt, the work order and whether the dealer informed you about the warranty details. Yes, customers are supposed to read the warranty, but few do and they know it. Warranty registration means nothing- your receipt is your warranty in most states.

If this doesn't work, you might think about small claims court.
 
ParadigmDawg

ParadigmDawg

Audioholic Overlord
That's dreadful. The Paradigm dealer in my town never even approached me. They were replace by a liquor store. I did get great service at a Modia once, but it close down due to lack of business. The salesman actually cared about good sound and we exchanged stories of great systems we'd heard. It was the same store that gave me a great demo too.
They loved me but I get what you mean...SPECS is better anyway. I blew a few drivers in my 100's and they replaced them for free every time.
 
newsletter

  • RBHsound.com
  • BlueJeansCable.com
  • SVS Sound Subwoofers
  • Experience the Martin Logan Montis
Top