TSC's TST3 defective? :(

[-Kevin-]

Hey guys, it seems like i've got a defective TST3 from The speaker company. It was purchased back last november when they had the huge discounts during their overstock sale. Unfortunately, I wasn't able to unbox the unit during their 30 trial period because I was in the process of moving. Well, i've finally moved.

Here is my problem:
On one of the towers One or both of the side woofers rattle when the speaker is producing bass frequencies.

I attempted to contact customer service on Sunday but have not yet recieved a response. I also sent an email to Nick but have yet to recieve a response.

I'm assuming this should be covered under their 5 year warranty? If not what can I do to get the speaker functioning properly?
Thanks!

 

[markw]

It should be covered under the warranty. Don't take anything apart until you ear from them.

Do they have a phone number?

 

[jamie2112]

You have done the right thing.Contact them 1st then go from there......

 

[ace0001a]

From my experience, they're not in the office during the weekends. I usually have been able to contact them during regular business hours (9AM-5PM Eastern) during the weekdays. I would suggest you call (866) 632-9596 during the week and you should be able to reach someone there.

 

[-Kevin-]

From my experience, they're not in the office during the weekends. I usually have been able to contact them during regular business hours (9AM-5PM Eastern) during the weekdays. I would suggest you call (866) 632-9596 during the week and you should be able to reach someone there.

Thanks--I'll try giving them a call tomorrow.

 

[-Kevin-]

Update

I called up the customer service line a little while ago. Initially I had a little trouble getting through. After the greeting message it kept disconnecting. Finally got through and spoke with "Nelie." She couldn't find my order number in her database. The order was from November '08. She got my contact information and said she'd call me up after she'd tracked the order down.

 

[nick51]

TST3 repair

I called up the customer service line a little while ago. Initially I had a little trouble getting through. After the greeting message it kept disconnecting. Finally got through and spoke with "Nelie." She couldn't find my order number in her database. The order was from November '08. She got my contact information and said she'd call me up after she'd tracked the order down.

Sometimes with Big speakers (and these are big) things come loose when they are moved. Whether it was the move from our warehouse to your house or your shipping location to your new house we'll cover you on the speakers, not to worry. Send us your phone # to productsupport@thespeakercompany.com and note attention Nick & Dennis and we'll get right back to you. (If we haven't already)

Nick

 

[nick51]

TST3 repair

I called up the customer service line a little while ago. Initially I had a little trouble getting through. After the greeting message it kept disconnecting. Finally got through and spoke with "Nelie." She couldn't find my order number in her database. The order was from November '08. She got my contact information and said she'd call me up after she'd tracked the order down.

Sometimes with Big speakers (and these are big) things come loose when they are moved. Whether it was the move from our warehouse to your house or your shipping location to your new house we'll cover you on the speakers, not to worry. Send us your phone # to productsupport@thespeakercompany.com and note attention Nick & Dennis and we'll get right back to you. (If we haven't already)

Nick

 

[-Kevin-]

Sometimes with Big speakers (and these are big) things come loose when they are moved. Whether it was the move from our warehouse to your house or your shipping location to your new house we'll cover you on the speakers, not to worry. Send us your phone # to productsupport@thespeakercompany.com and note attention Nick & Dennis and we'll get right back to you. (If we haven't already)

Nick

Thanks Nick, I spoke with Dennis today. He is going to send me two replacement woofers for the TST3, rather then have me box up the speaker and send it back to you guys.
He mentioned that it is a pretty easy process to replace the woofers and offered to talk me through the procedure. Although, i'm still a bit nervous about botching the job!

 

[-Kevin-]

Update

I recieved the replacement woofers from TSC yesterday. The woofers were, as advertised, extremely easy to install. The rattling sound is gone, however one of the woofers was actually damaged during shipping. The box was badly mangled and lo and behold that woofer had a slight dent on its cone. No response from TSC yet about that.

Should I ask for a replacement? How much would a dented cone effect the sound?

 

[ace0001a]

I recieved the replacement woofers from TSC yesterday. The woofers were, as advertised, extremely easy to install. The rattling sound is gone, however one of the woofers was actually damaged during shipping. The box was badly mangled and lo and behold that woofer had a slight dent on its cone. No response from TSC yet about that.

Should I ask for a replacement? How much would a dented cone effect the sound?

I always take pictures of damaged shipments first. Just email TSC a picture of the damage and tell them. I'm sure they'll have no problems sending you another one.