PSA: The Speaker Company Sucks

[slackerinabox]

I just got off the phone with their warranty department, for some 2.1 speakers I ordered from them that the left channel does not work on. This purchase was EXACTLY a year ago, but I'd be ok if they said "you know, you're cutting it close- NO WARRANTY FOR YOU!"

But their reason for not offering any warranty service? They don't stock the item anymore...No compromise was offered, so I'm just not going to order from them anymore.

 

[olds]

Is it still under warranty?

 

[slackerinabox]

Is it still under warranty?

Purchase date: 12/30/2008, with one year warranty

 

[Brainonska511]

Do you have the paperwork that explains the terms of the warranty?

 

[GagHalfrunt]

How did you pay? If you used a credit card talk to the issuer, they can help. The merchants responsibility doesn't end when they stop making the product. They owe you a replacement no matter what.

 

[slackerinabox]

Do you have the paperwork that explains the terms of the warranty?

I unfortunately do not, but here's their policy online: http://www.thespeakercompany.com/Warranty-W22.aspx

 

[slackerinabox]

How did you pay? If you used a credit card talk to the issuer, they can help. The merchants responsibility doesn't end when they stop making the product. They owe you a replacement no matter what.

I paid by credit card (Chase Visa)and the purchase was through Amazon, so I have a few layers I could go through. BUT I'm just going to drop it because these were $40 speakers and it's not worth the hassle, and I've already replaced the set with a much better solution. It's just pretty asinine for them to say "yeah, we can't help because we don't stock that item." Does that mean that they can release new products ever six months (i.e. change model numbers) and never fulfill warranty services?

 

[rudeguy]

I paid by credit card (Chase Visa)and the purchase was through Amazon, so I have a few layers I could go through. BUT I'm just going to drop it because these were $40 speakers and it's not worth the hassle, and I've already replaced the set with a much better solution. It's just pretty asinine for them to say "yeah, we can't help because we don't stock that item." Does that mean that they can release new products ever six months (i.e. change model numbers) and never fulfill warranty services?

They probably told you that to get you off the phone because you were a one time customer who ordered a $40 set of speakers.

 

[slackerinabox]

They probably told you that to get you off the phone because you were a one time customer who ordered a $40 set of speakers.

How do you know that I was a one time customer?

I've ordered about 8 items from them this year. Not a high roller and not worthy of special treatment (vs. amazon, I order a dozen things a month from them!), but still - not a one time customer either.

 

[rudeguy]

I don't...was just guessing. I've never dealt with them before.

I always buy Logitech computer speakers because I know that they stand behind their products.

 

[Thump553]

Document your warranty claim in writing-I'd strongly suggest a certified letter, return receipt requested BEFORE the 12/30/09 deadline. I'd also suggest an email now, with receipt of delivery and print both them out.

This "we don't stock it anymore" is absolute BS and irrelevant to their warranty duties. If they continue to stonewall you go to your state's consumer protection department (probably part of the Attorney General's office) and/or the FTC.

 

[sygyzy]

Is this one of the white van "deals"?

 

[dabuddha]

Is this one of the white van "deals"?

Merry Christmas sygyzy!

 

[vi edit]

Rumor has it they are shutting down in January and are liquidating inventory. So they probably don't even have something comparible to provide you and have no incentive to even try and make ammends.

Sucks. But at least it was a relatively small amount of money (for speakers).

 

[vshah]

Rumor has it they are shutting down in January and are liquidating inventory. So they probably don't even have something comparible to provide you and have no incentive to even try and make ammends.

Sucks. But at least it was a relatively small amount of money (for speakers).

where did you hear that? sucks if true...i just bought my entire 5.1 set from them a month back

 

[vi edit]

There's a running thread over at AVS. Some posters have exchanged emails with "Nick" the psuedo-CEO of the company that have revealed this. Others have said that some CSR's they have spoken to have also admitted it.

 

[slackerinabox]

There's a running thread over at AVS. Some posters have exchanged emails with "Nick" the psuedo-CEO of the company that have revealed this. Others have said that some CSR's they have spoken to have also admitted it.

That sucks - I bought a center channel (their highest end one, I think $80 on clearance) a few weeks ago, guess I'm on my own if there are any problems with that too!

The CSR I spoke to was very flippant the whole time, so this makes total sense.

 

[vshah]

well, that sucks. fwiw I am enjoying the speakers so if warranty isn't a huge concern it may still be a good idea for those looking to pick up decent speakers on the cheap.

 

[iRONic]

Ahahaha!1!!

TSC sucks?! No way...

 

[Slick5150]

Ahahaha!1!!

TSC sucks?! No way...

Actually most of their product line is pretty good (and a really good value when they do one of their 40-50% off sales), but their customer service has always been bizarre. Some people will have really good experiences while others have experiences like the OP.

I have one of their subs around here somewhere and was happy enough with it for the $100 shipped I paid for it (just needed one to fill in on my PC setup for awhile).

They're owned by D&M Holdings, so there's a lot of money behind the company. But nobody can ever seem to figure out what the plans for the company are, which in recent times, sound like liquidation at this point.