My Experience with Emotiva Customer Service: (Spoiler alert, Not the best)

[Cos]

Full disclosure, I was not expecting much, but a simple reply back, I guess, is to much to expect:

Preface
I had an old Emotive Bucks Gift Certificate from AXPONA for $200 which I was told didn't expire, but it was really, really old.

• Found it cleaning my basement storage closet, thought I would at least send a message to customer service
• I called, they weren't sure what to do, never got back to me
• On 4/20/25 Emailed sales@emotiva.com 1st attempt, no reply
• 1 week later emailed sales@emotiva.com no reply (I did politely ask for a reply back)
• 10 more days later emailed sales@emotiva.com 3rd attempt, again was polite with my message
• 7 more days later emailed sales@emotiva.com and then gave up

It was a challenge now, I wanted to see if I could even get a reply back, I went on LinkedIn, sent a message to Dan Laufman (President) letting him know that I was unable to get any follow up with my inquiry and that I am perfectly fine if I can't use it but at least extend a professional courtesy of a reply back. To his defense, he did reply back quickly on LinkedIn to say he would look into it. Told me he would follow up and get back to me.

• Dan did not get back to me, so I reached out to him again on LinkedIn, he was at the Munich Audio Show, completely understandable. This was on May 16th

It was a simple question to the company, I would have been perfectly fine with a no and even stated that to Dan in my LinkedIn message. At the end of the day they are not going to shut their doors because I was looking to buy a inexpensive 2 channel amp to test out with my WiiM Ultra. It is funny, having tried for almost 2 months and not get an answer is a little ridiculous.

In the end it become more about the challenge of getting a answer... and I failed

It may have been my request, or I could have been blocked by their spam filter, even though they spam me all the time. Either way I would never do business with a company that can reply to such a simple request, even when you go to the top.

Not mad, just found it amusing.

 

[TLS Guy]

Full disclosure, I was not expecting much, but a simple reply back, I guess, is to much to expect:

Preface
I had an old Emotive Bucks Gift Certificate from AXPONA for $200 which I was told didn't expire, but it was really, really old.

• Found it cleaning my basement storage closet, thought I would at least send a message to customer service
• I called, they weren't sure what to do, never got back to me
• On 4/20/25 Emailed sales@emotiva.com 1st attempt, no reply
• 1 week later emailed sales@emotiva.com no reply (I did politely ask for a reply back)
• 10 more days later emailed sales@emotiva.com 3rd attempt, again was polite with my message
• 7 more days later emailed sales@emotiva.com and then gave up

It was a challenge now, I wanted to see if I could even get a reply back, I went on LinkedIn, sent a message to Dan Laufman (President) letting him know that I was unable to get any follow up with my inquiry and that I am perfectly fine if I can't use it but at least extend a professional courtesy of a reply back. To his defense, he did reply back quickly on LinkedIn to say he would look into it. Told me he would follow up and get back to me.

• Dan did not get back to me, so I reached out to him again on LinkedIn, he was at the Munich Audio Show, completely understandable. This was on May 16th

It was a simple question to the company, I would have been perfectly fine with a no and even stated that to Dan in my LinkedIn message. At the end of the day they are not going to shut their doors because I was looking to buy a inexpensive 2 channel amp to test out with my WiiM Ultra. It is funny, having tried for almost 2 months and not get an answer is a little ridiculous.

In the end it become more about the challenge of getting a answer... and I failed

It may have been my request, or I could have been blocked by their spam filter, even though they spam me all the time. Either way I would never do business with a company that can reply to such a simple request, even when you go to the top.

Not mad, just found it amusing.

A Leopard never changes its spots!

 

[AcuDefTechGuy]

Times are hard financially. Smaller companies just don’t have the money to sustain everything required - customer support, product development and research, etc. The Chinese tariffs probably hurting Emo also. Would not surprise me if they close like many unfortunate small businesses in these hard times.

 

[Tankini]

So glad I sold off all of my ELMoe gear. Still lost money just not a total lost.

 

[AcuDefTechGuy]

Full disclosure, I was not expecting much, but a simple reply back, I guess, is to much to expect:

Preface
I had an old Emotive Bucks Gift Certificate from AXPONA for $200 which I was told didn't expire, but it was really, really old.

• Found it cleaning my basement storage closet, thought I would at least send a message to customer service
• I called, they weren't sure what to do, never got back to me
• On 4/20/25 Emailed sales@emotiva.com 1st attempt, no reply
• 1 week later emailed sales@emotiva.com no reply (I did politely ask for a reply back)
• 10 more days later emailed sales@emotiva.com 3rd attempt, again was polite with my message
• 7 more days later emailed sales@emotiva.com and then gave up

It was a challenge now, I wanted to see if I could even get a reply back, I went on LinkedIn, sent a message to Dan Laufman (President) letting him know that I was unable to get any follow up with my inquiry and that I am perfectly fine if I can't use it but at least extend a professional courtesy of a reply back. To his defense, he did reply back quickly on LinkedIn to say he would look into it. Told me he would follow up and get back to me.

• Dan did not get back to me, so I reached out to him again on LinkedIn, he was at the Munich Audio Show, completely understandable. This was on May 16th

It was a simple question to the company, I would have been perfectly fine with a no and even stated that to Dan in my LinkedIn message. At the end of the day they are not going to shut their doors because I was looking to buy a inexpensive 2 channel amp to test out with my WiiM Ultra. It is funny, having tried for almost 2 months and not get an answer is a little ridiculous.

In the end it become more about the challenge of getting a answer... and I failed

It may have been my request, or I could have been blocked by their spam filter, even though they spam me all the time. Either way I would never do business with a company that can reply to such a simple request, even when you go to the top.

Not mad, just found it amusing.

Sounds like a business that is going bankrupt.

 

[TLS Guy]

Sounds like a business that is going bankrupt.

They have been on the rocks for years.

 

[Teetertotter?]

@Cos I guess it says Emotiva lacks in CS. I would have expected a courtesy call back, right? It does not say much for the company....IMO. News gets around........lol

I know if you contact Klipsch via email, they did respond to me in one day, twice in the past 4 months. One was addressing crossover settings, as Audyssey was not doing it for my room, and do not have patience with SPL meter. He was dead on with his suggestion. Movies never sounded so good, with the speakers still in their original positions.

 

[AcuDefTechGuy]

They have been on the rocks for years.

But the China tariff was probably the final blow.

 

[lovinthehd]

Still on my not to bother with list...

 

[mono-bloc]

We kicked then out of Australia years ago, Non-existent service or technical support..