While Outlaw Audio staff do regularly visit many online audio and video forums, as a matter of practice we generally don’t respond directly to customer complaints in those forums (with the exception, of course, of our own
Outlaw Saloon). However, in this specific case we do feel compelled to reply here, rather than through our standard support channels, because of the nature of the allegations by the OP.
The OP states that he purchased a Marantz processor, two sub-woofers, a Model 7220 amplifier and a Model 5000 amplifier from Outlaw Audio in 2019. Our records show that the purchase was actually made in February of 2020.
The customer reported that after a few months he was having problems with the Model 5000’s standby light and requested a repair. In response, we sent a return tag. After receiving the unit and logging its serial number, our inspection revealed some liquid damage to the internal boards. We sent the OP pictures of what we found.
While this type of damage is typically not covered by warranties, we repaired his unit at no charge and returned it back to him. The OP then claimed that we made an error and did not send back his original unit. The reason stated is that the returned unit had only RCA connectors, but no balanced connectors which he said he was using in his system.
Here are the facts: The unit he purchased was a Model 5000, which does not have balanced connections. The current Model 5000X does have both RCA and balanced inputs, but it was not available until July 6, 2020. Therefore, the OP’s unit could not possibly have balanced inputs as we did not offer the Model 5000X at the time of his purchase. Our sales and shipping records, as well as our repair department logs, confirm this. It is simply not possible that his Model 5000 had balanced inputs.
To summarize, our records support the fact that the amplifier purchase was returned for service, and that the same unit was repaired and returned.
Outlaw Audio takes great pride in the products we design and sell, as well as our after sales service and support that stands behind them. We always strive to give our customers the benefit of the doubt. In this case, however, we feel that the confusion has led to posts that are not supported by facts and that these posts are misleading readers here as well as our loyal customers.
The Outlaw Team
