Last minute opinions sought - Should I keep my IPS-1?

C

cbraver

Audioholic Chief
That is the one bad thing about Lonnie being the end all to their customer service. The need to clone him.:D
Lonnie, from everyones description, sounds like he tries his best, but they need to have someones full time job be customer service. This is important for any company, but especially for one that sells direct. From hearing Adam and Greg's stories alone I wouldn't buy anything from that company. Sounds like the stuff blows up anyways.
 
adk highlander

adk highlander

Sith Lord
Sounds like the stuff blows up anyways.
Wait a minute now. I don't think that was said at all. Adam's issue is one of a detail that most do not have with that piece of equipment it was worked out this is not a defect. Adam is not happy and he is returning the amp and Emotiva will give him his money back. Greg did have a defect with one of his modules but this is not indicative of their products.

Now I totally agree that it is frustrating to have to wait for Lonnie if you need something fixed but compared to last time I dealt with Toshiba, Onkyo, Adobe, Apple, or LG I will wait the extra day and know that I will get a resolution with no BS. Nothing is perfect and it is wrong that Greg's amp was not shipped when it was supposed to but these issues do not seem to be the norm.
 
Adam

Adam

Audioholic Jedi
I agree with adk. I don't think that they have a lot of product failures, because I think that we'd read more about them here if they did. My first RPA-1 did fail within a few hours of operation, but the replacement unit has worked perfectly since mid-August. Perhaps a quality control issue with the first one, perhaps shipping damage, or perhaps something else. The IPS-1 does hum louder than I expected (and louder than I like), but I honestly can't say if this unit is any different from any other IPS-1. It's not like the hum makes my teeth chatter, but it's loud enough that I don't want to live with it.

I admit that I get frustrated with their customer support when my e-mails seem to just disappear into a bin somewhere, but they are nice when I call them (when I have a chance to do that). They aren't perfect, but they are far from horrible, too.
 
highfihoney

highfihoney

Audioholic Samurai
Adam,if i were in your shoes i'd walk away from the Emotiva for several reasons,the first & most important reason being audible hum from the amp,dont settle for anything less than stellar performance,any hum from any of my gear would drive me batty.

The 2nd reason is the phone tag game,they are a company & you are a customer thats allready paid in full,you should receive service before any new customer,you are being run around plain & simple,every time you call you get an excuse of some sort,lonnie just left he'll call you back,lonnies at the wharehouse he'll call you back ect,lonnie never calls you back.

Either Emotiva needs to hire extra people to help lonnie do his job or he needs a reality check,either way a customer should never have to chase a manufacturer,funny how we never have to chase manufacturers around when its time to spend our money,always enough help in the sale's dept's durring the holidays:rolleyes:
 
Z

ZoFo

Audioholic
This does not sound normal for Emo?

Their customer service? This is the first negative experience I have read about with their CS. I am waiting for the XPA-5 to be released and plan to pick one up as soon as they do. I have dealt with a lot of Internet Direct companies before - have an Outlaw amp & Onix Reference speakers and both of those companies have bent over backwards to help me; expecially Outlaw who has sent me replacement parts free of charge and dealt with multiple exchanges of their Amps & Processors until I found a combo that I liked.
 
ParadigmDawg

ParadigmDawg

Audioholic Overlord
I still dont have my amp back. The 24 hour turn around is now at the 3 week mark!
 
GlocksRock

GlocksRock

Audioholic Spartan
I still dont have my amp back. The 24 hour turn around is now at the 3 week mark!
I would call asap and have them ship it out today, or request they just send you a brand new unit to avoid the delay.
 
ParadigmDawg

ParadigmDawg

Audioholic Overlord
It is scheduled to arrive today but I am frustrated. They probably just lost any future purchases from me.

I would call asap and have them ship it out today, or request they just send you a brand new unit to avoid the delay.
 
Adam

Adam

Audioholic Jedi
It is scheduled to arrive today but I am frustrated. They probably just lost any future purchases from me.
I'm right there with you. I was frustrated after my RPA-1 experience (3 weeks to get a new one - e-mails were ignored, then they said they'd ship a replacement, then they forgot to do it), but it worked out, time passed, and I gave them another chance and bought the IPS-1. Now, I'm running into the same delays as before. My first e-mail about returning it was on November 16 - still no response. I called on November 21 and was told that I could call back this past Monday (November 26) to get it taken care of. I called Monday to talk to Lonnie, but he was supposed to be gone for an hour, so they took a message and said he'd call me back. Didn't happen. Still hasn't happened. So, I'll try again today (I can only find so much time during a work day to try to contact them), but I'm no longer interested in talking to Lonnie - I just want this thing returned and my money (less shipping) returned. They did say that they wouldn't hold me to the 30-day return window if I couldn't get my questions answered just because they were too busy to talk to me. I hope that holds true.
 
GlocksRock

GlocksRock

Audioholic Spartan
I don't blame you. I wonder if they have an explanation for the delay. The least you could do is call and raise hell, hopefully they can offer you a discount on your next purchase, or you could request it. That way you can get their new amp/subs combo next year when it comes out, wether you need it or not, you could always sell it for a profit if you don't want to keep it.
 
Adam

Adam

Audioholic Jedi
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