Disappointed with Emotiva's customer service

[brijenjas]

I posted this last week May 23
emotiva.proboards59.com/index.cgi?board=lmc1&action=display&thread=1179974808

I figured OK great, I'll have my replacement unit (LMC-1) by Thursday of this week at the latest.

I never received a tracking number but just blew it off as an oversight.

Thursday May31, comes, no replacement unit, no email.

I don't get home from work until after 5 pm but I called Emotiva anyway. I guess I was lucky to catch Dan Laufman still there.

I explained what was going on and he asked for my phone number so he could call me back.

He called me back and said he didn't know why I hadn't received my replacement unit yet, and that Lonnie would email me a tracking #
Friday morning June1.

Got home from work a little late today, Friday, still NO tracking #, no email,
no update.

Sent another email, of course I don't expect to here anything over the weekend, I'll call again Monday morning( I'm off)

I'm very disappointed with this whole turn of events.

Especially since my initial order got here in two days.

[moovtune]

Sorry to hear about your experience. i know how it is when you're waiting for something to come and the weekend arrives with all that free time and you're without it. I've been checking the boards these past two days waiting for word on what the fixes were for the unit, but nothing official from them on that as well. I've been debating ordering the LMC-1 for a couple of months now - but I'm beginning to feel I'll just forget about it and stick with my Denon as a prepro for the LPA-1 I have. I'm getting worn out with my self-debating. I think I'll just enjoy what I have and forget about trying to keep up with the developments of this unit, or lack of as the case may be.
Good luck with getting the replacement unit! And I hope it works well for you. The amp, I can confirm, is great.

[The Administrator]

Troubling news to hear, brijenjas. Dan has stated several times in various other forums that he knows that Emotiva lives and dies by customer service. I would suspect that this is just a fluke, as most of us who have dealt with Dan & Lonnie know that they're both pretty serious about customers. At least, they seem that way. I expect that you'll hear from Emotiva on Monday, and they'll get something out to you ASAP.

Still, I know all too well how dissapointing it is when someone else drops the ball and you're left standing there. It sucks!

We've heard rumors for days and days that by the end of last week we'd hear confirmation of what those LMC-1 fixes are, and it still hasn't happened.

I'm with you, moovtune. I'm a huge supporter of Emotiva, but I'm sticking with my Pioneer AVR feeding my LPA-1 for a while. It's a fantastic setup, with no weird bugs or 'teething issues'.

[brijenjas]

Update:

Just got off the phone with Cathy @ Emotiva.
They don't know what happened originally.

The unit did not get shipped Friday June1.

Again they tell me it will be shipping out today.

Since she is the "Chief Operations Officer" at Emotiva maybe it will finally get sent.

I asked her to email and call me with the tracking number.
I'll post back later today wether I receive a tracking # or not.

Bri

[brijenjas]

YAYYYY!! Finally....got a tracking # from UPS Quantum View, for my replacement LMC-1.

Nothing from Emotiva themselves though.

[moovtune]

Keep us posted. I'm curious to hear how this one works for you.

[brijenjas]

Got an email from Cathy at Emotiva today.

Unit should be here tomorrow Wed June 6.

[brijenjas]

Received my replacement LMC yesterday, got it hooked up and running today, but haven't had time to listen much.