I was pointed to this thread by a mod, and as much as I hate having to do CS between a customer and a company in a public forum, I guess it has to happen here.
#1) The customer was NEVER told that we would not build a subwoofer for him until a claim was filed and a check cut. I was sitting right next to Alex during the conversation. While he was told that we couldn't just ship one to him, he was told that one would be built. About 2 hours later we started a new production run of A7-450's so there's probably an enclosure already back there waiting.
#2) This thing ships freight. Right next to the spot where you sign your name to accept it there is a clause stating something similar to: "Received in Good Condition, Except as Noted." Once there is a signature next to that phrase with no notes about the condition, the customer has accepted the package as is. Honestly, we're lucky a claim is even being honored in this situation as there was no noted damage.
#3) Look at Mike's pictures, these things don't leave here like that. They leave here centered on a pallet with 2~3 layers of cardboard below them, foam edging around all corners, and then usually 2~3 layers more of cardboard before being wrapped in plastic and strapped to the pallets. Mike's weren't strapped because we didn't have the strapping system at the time, but now that we do, they all get strapped as a further preventative measure.
To split the seams all the way around one side of the box would have taken a massive drop...such as off the back of a semi. There's no way we could package something that weighs 200+ pounds to prevent that kind of damage.
#4) We've been receiving, daily, 3~4 e-mails from the customer from at least 2 e-mails addresses. I know a lot of you are suggesting that this is somehow a good way to get things done, but honestly, it isn't. Our system applies ID's to each ticket and to have multiple e-mails which are all slightly different coming from multiple e-mail addresses is an excellent way of confusing people, not getting things done. Having one consistent thread of communication is a much better way of getting quick answers than to try having 4 fragmented conversations.
#5) Threatening a company with a chargeback will pretty much end any other process from happening. Once the credit card company is involved, there is no way for a company to be guaranteed it will be stopped. Honestly, if a chargeback is in the process on something that we are waiting to ship to a customer, you can bet that it won't leave here until we have confirmation that the claim has been dropped with the card company. Shipping two A7-450's for $0 isn't something that we can risk doing.
I'm sorry if this comes across as rude, but we've been doing everything we can to communicate effectively with this customer. As mentioned above, we're lucky AGS is even allowing a claim to be filed as the package was signed for putting all liability on the customer.
If this was something that was shipped via, say, FedEx and dropped off without a signature a claim could be filed any time within two weeks. But for someone to drive two hours, sign for a pallet in that condition, and take it home means that they have taken all responsibility for anything that happened in transit.
Also, I'd just like to note that any of his postings will have absolutely nothing to do with how this is handled. We aren't a huge company that can go out of it's way to just grease the squeaky wheel and hope it stops. The OP's situation is far less than ideal and if he feels the need to tell everyone how evil we are, so be it. However, we will not treat him any differently than a customer who has an issue and keeps it off the boards dealing directly with us. We will not buy his silence.
