Impressive Polk Customer Service

jamas33
jamas33 Posts: 89
edited April 2005 in Car Subwoofer Talk
As I said in another thread how my MM12 were blown and Kim gave me the info to send it back for warranty repair or replacement. I thought it was gonna take a couple of weeks minim but I got a new sub less than a week later. Polk like your speakers you guys are great!!!
Equipment List:
Head Unit: Kenwood Excelon XXV-005
Planet Audio P13.3
Ipod 60 GB
XBox
AMPS:
Kicker KX1200.1
Kicker KX850.4
Speakers:
Front: Kicker RS65
Rear: Kicker RS65
Rear Deck: Pioneer 4x10 (AAARGH)
Subs: 2 Kicker 15L7

my car: http://www.cardomain.com/ride/571313
Post edited by jamas33 on
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  • VR3
    VR3 Posts: 28,640
    edited April 2005
    I hope you mentioned you were a CP member, you get a discount AND free 2nd day air shipping!

    Glad to hear they took good care of ya! :cool:
    - Not Tom ::::::: Any system can play Diana Krall. Only the best can play Limp Bizkit.
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  • audiobliss
    audiobliss Posts: 12,518
    edited April 2005
    Originally posted by Vr3MxStyler2k3
    I hope you mentioned you were a CP member, you get a discount AND free 2nd day air shipping!

    Are you serious?!?! That's awesome!! lol

    Polk Customer Service never ceases to amaze me. That's probably one reason why I'm convinced I want to own something Polk one day.
    George Grand wrote: »
    Jstas wrote: »
    Simple question. If you had a cool million bucks, what would you do with it?
    Wonder WTF happened to the rest of my money.
    In Use
    PS3, Yamaha CDR-HD1300, Plex, Amazon Fire TV Gen 2
    Pioneer Elite VSX-52, Parasound HCA-1000A
    Klipsch RF-82ii, RC-62ii, RS-42ii, RW-10d
    Epson 8700UB
    In Storage
    [Home Audio]
    Rotel RCD-02, Yamaha KX-W900U, Sony ST-S500ES, Denon DP-7F
    Pro-Ject Phono Box MKII, Parasound P/HP-850, ASL Wave 20 monoblocks
    Klipsch RF-35, RB-51ii
    [Car Audio]
    Pioneer Premier DEH-P860MP, Memphis 16-MCA3004, Boston Acoustic RC520
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  • TrappedUnder Ice
    TrappedUnder Ice Posts: 975
    edited April 2005
    I buy Polks homes stuff...and have never needed thier customer service... Which is a good thing. I know one day I might...nice knowing they are there :)

    good day...or night...
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  • VR3
    VR3 Posts: 28,640
    edited April 2005
    I've had a Polk xover blow up on me, promptly replaced because it wasnt my fault... however when I thought it was the tweeter, the bill for it was nice...ouch (but I returned it as it wasnt the right tweeter, or the problem)...

    Otherwise Polk has excellent CS for an OEM comp.
    - Not Tom ::::::: Any system can play Diana Krall. Only the best can play Limp Bizkit.
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  • MacLeod
    MacLeod Posts: 14,358
    edited April 2005
    OEM?!?

    I wouldnt exactly call then OEM. I regard their speakers up there with low to midline MB Quart, Focal, Boston and such and head and shoulders above standard drop in replacement speakers from Pioneer or something.
    polkaudio sound quality competitor since 2005
    MECA SQ Rookie of the Year 06 ~ MECA State Champ 06,07,08,11 ~ MECA World Finals 2nd place 06,07,08,09
    08 Car Audio Nationals 1st ~ 07 N Georgia Nationals 1st ~ 06 Carl Casper Nationals 1st ~ USACi 05 Southeast AutumnFest 1st

    polkaudio SR6500 --- polkaudio MM1040 x2 -- Pioneer P99 -- Rockford Fosgate P1000X5D
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  • VR3
    VR3 Posts: 28,640
    edited April 2005
    They are a massed produced OEM company.

    Their products are not hand tested to make sure they all perform to spec, etc...

    A company like Outlaw, SVS, Martin Logan, etc all hand test their stuff and have no middle man.

    They are not OEM.
    - Not Tom ::::::: Any system can play Diana Krall. Only the best can play Limp Bizkit.
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  • MacLeod
    MacLeod Posts: 14,358
    edited April 2005
    Original Equipment Manufacturer means they make stuff as good as the stuff that came with your car from the factory. For brake pads this is good. For audio components this is terrible.

    In that regard, Polk is lightyears beyond OEM.

    Those companies you listed hand test every product before shipping it out?! That seems a little time consuming doesnt it? Not that its a bad thing but as the old saying goes, you get what you pay for.
    polkaudio sound quality competitor since 2005
    MECA SQ Rookie of the Year 06 ~ MECA State Champ 06,07,08,11 ~ MECA World Finals 2nd place 06,07,08,09
    08 Car Audio Nationals 1st ~ 07 N Georgia Nationals 1st ~ 06 Carl Casper Nationals 1st ~ USACi 05 Southeast AutumnFest 1st

    polkaudio SR6500 --- polkaudio MM1040 x2 -- Pioneer P99 -- Rockford Fosgate P1000X5D
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  • VR3
    VR3 Posts: 28,640
    edited April 2005
    Martin Logan is expensive.

    Outlaw Audio and SVS are not. SVS are tested right before they are shipped out to make sure they perform to spec.

    OEM to me is just a manufacture of mass produced products. Just how I have taken the definition to myself... Don't mind me...

    Either way, dosnt matter...you get my point and I get yours.
    - Not Tom ::::::: Any system can play Diana Krall. Only the best can play Limp Bizkit.
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  • MacLeod
    MacLeod Posts: 14,358
    edited April 2005
    Ive seen Logans at Tweeter when Im in there from time to time. I assumed from the name that they were kind of budget speakers. I never looked at the price tag! LOL

    Ill have to give them a listen next time I go in there to listen to the RTi8 and 6's
    polkaudio sound quality competitor since 2005
    MECA SQ Rookie of the Year 06 ~ MECA State Champ 06,07,08,11 ~ MECA World Finals 2nd place 06,07,08,09
    08 Car Audio Nationals 1st ~ 07 N Georgia Nationals 1st ~ 06 Carl Casper Nationals 1st ~ USACi 05 Southeast AutumnFest 1st

    polkaudio SR6500 --- polkaudio MM1040 x2 -- Pioneer P99 -- Rockford Fosgate P1000X5D
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  • VR3
    VR3 Posts: 28,640
    edited April 2005
    I personally -dont- like ML...

    They are hand made, hand tested, and hand shipped ;) - very nice speakers... just not my sound...

    Electrostats...
    - Not Tom ::::::: Any system can play Diana Krall. Only the best can play Limp Bizkit.
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  • beavis240
    beavis240 Posts: 29
    edited April 2005
    i keep hearing superb things about polk customer service, however with my own personal experience it was not good in the least :(

    it all started when my left channel blew on my C400.4, so i took it to tweeter (who did the install of the amps and such). since i bought the amp off ebay (new, not refurbished) it voided the warrenty. i knew this in advance, so the polk installer called up polk (with me standing next to the speaker phone). our convo with the polk rep was pleasent. he said that they would charge me some fee to look at the amp and then charge whatever it costs to replace the parts and so on and so forth. he said for me to ship it to their repair facility, with a note stating what we talked about and what was wrong , and they would ship it back to tweeter after it was all done.

    so i ship it there, got UPS confirmation that it arrived on a friday. didn't hear anything for 2 weeks, finally i had to follow up on it and they said it would take another week perhaps to get the estimate and whatnot. so a week almost passes when i recieve a call from the polk guy down there saying that they "dont do non-warrenty work" and that they wouldnt even have the parts to fix it at the moment. when i mentioned what myself and the polk installer were told, he claimed he never heard of anything like that before. almost 3 1/2 weeks without my amp, and nothing resolved.

    bringing it back to tweeter, the installer was quite pissed to say the least, cuz he was lied to on the phone. and then tweeter said they could ship it to their facilities to fix the amp, cuz that way at least i knew that i wouldnt get screwed over by some guy who didnt know what he was doing.


    quality customer service? i think not.
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  • jamas33
    jamas33 Posts: 89
    edited April 2005
    that is why I'm careful on where I buy. Authorized Dealers means alot.. although you save some money, there is a big difference in warranty repair. Case in point: my experience as compared to yours.
    Equipment List:
    Head Unit: Kenwood Excelon XXV-005
    Planet Audio P13.3
    Ipod 60 GB
    XBox
    AMPS:
    Kicker KX1200.1
    Kicker KX850.4
    Speakers:
    Front: Kicker RS65
    Rear: Kicker RS65
    Rear Deck: Pioneer 4x10 (AAARGH)
    Subs: 2 Kicker 15L7

    my car: http://www.cardomain.com/ride/571313
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  • neomagus00
    neomagus00 Posts: 3,899
    edited April 2005
    people don't realise what you get out of a warranty till you need it - e.g. i bought a new $700 pioneer HU. my car dies (bad battery :(). my mom jumpstarts the car. screen on new pioneer is destroyed by the surge. take dead screen back to dealer, a few sentences are exchanged, i walk out with a new faceplate.

    so to back polk up - and this may sound a bit confrontational - you knew in advance warranty service would not be provided. you hade a pleasant conversation with a polk guy when your amp broke, all is well. you mail a random amp to polk (did you put "attn: Mr. blablah" on it?). polk realises that, hey, they have your amp, when you bother to call and tell them. they say it'll take a week to get the necessary info, and hey! it does! how surprising, accurate estimates from a manufacturer! so you then recieve a call - presumably from a different 'polk guy' - who says, unsurprisingly, that he has no idea what you're talking about. he then states that he has never heard of something like this being offered, and, in not breaking company policy, sends the amp back - free of charge? you then go to an authorised dealer and decide to ship it to a third-party repair facility, which is all well and good, but so you wouldn't get screwed over by some clueless guy? i wouldn't be surprised if the tech that called you helped design the amp in the first place; even if he didn't, what right have you to say he doesn't know what he's doing? so he doesn't automatically know what some random angry customer has said to a completely different person - do you find this surprising?

    i had a bad day today...
    It's not good, very fundamentally simply not good. - geolemon

    "Its not good enough until we have real-time fearmongering. I want my fear mongered as it happens." - Shizelbs
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  • MacLeod
    MacLeod Posts: 14,358
    edited April 2005
    Did you tell the guy on the phone when you first talked to him that you bought a possibly rebuilt amp off some dive on Ebay? If you had he wouldve told you then that it sucks for you. You cant expect a company to warranty a product that they have no control over.

    I know it sucks to have an amp die, but I dont see they did anything wrong. Plus, Ive not heard too many, actually any complaints on here about Polk customer service. And believe me, whenever somebody is pissed about Polk, they come here and tell us about it.

    This I can guarantee you; if youd bought the amp authorized from Tweeter or Crutchfield or whatever, first you probably wouldnt have had it go bad on you and if it did you would more than likely have a brand new amp within a week or two.
    polkaudio sound quality competitor since 2005
    MECA SQ Rookie of the Year 06 ~ MECA State Champ 06,07,08,11 ~ MECA World Finals 2nd place 06,07,08,09
    08 Car Audio Nationals 1st ~ 07 N Georgia Nationals 1st ~ 06 Carl Casper Nationals 1st ~ USACi 05 Southeast AutumnFest 1st

    polkaudio SR6500 --- polkaudio MM1040 x2 -- Pioneer P99 -- Rockford Fosgate P1000X5D
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  • beavis240
    beavis240 Posts: 29
    edited April 2005
    the only reason i didnt buy it off an authorized dealer is cuz i was extremely broke, this was the last piece to my puzzle of a system, and ebay was the way to go for me. i told the guy on the phone i bought it off ebay, well aware that it wasnt under warrenty.

    however, it wasnt so random when i shipped them the amp because enclosed i had an entire cover-letter explaining everything that has happened, from me bringing into tweeter, to the convo we had with the polk rep, his name, etc.

    in addition, when the guy called me back telling me there is nothing they could do, i tried explaining that all i wanted to do was pay for what needed to be done and he explained back that "they dont do that kinda work" and that they "wouldnt have the parts to do it anyways". later on in the convo when i asked them to send me the amp back, he tried selling me a new one instead.


    as i went to tweeter today to get my amp back (4 weeks after i put it into them...not complaining) the rep of tweeter said they mailed it to their headquarters and then they in turn sent it to polk.

    interesting.
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  • neomagus00
    neomagus00 Posts: 3,899
    edited April 2005
    so a major manufacturer responds in less than half the time of a shop and you don't mind the shop taking forever?

    and it's not unusual for things like this to be done only for official customers - i.e. tweeter - and not for single people.

    and no one's ragging on you for being broke, but this is part of the bargain with ebay.
    It's not good, very fundamentally simply not good. - geolemon

    "Its not good enough until we have real-time fearmongering. I want my fear mongered as it happens." - Shizelbs
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  • audiobliss
    audiobliss Posts: 12,518
    edited April 2005
    Yeah, I kinda agree. You pretty much dug your grave when you bought off e-bay. However, let's stop bashin' the guy.

    What kind of a set-up do you have in your car, and what is your car?
    George Grand wrote: »
    Jstas wrote: »
    Simple question. If you had a cool million bucks, what would you do with it?
    Wonder WTF happened to the rest of my money.
    In Use
    PS3, Yamaha CDR-HD1300, Plex, Amazon Fire TV Gen 2
    Pioneer Elite VSX-52, Parasound HCA-1000A
    Klipsch RF-82ii, RC-62ii, RS-42ii, RW-10d
    Epson 8700UB
    In Storage
    [Home Audio]
    Rotel RCD-02, Yamaha KX-W900U, Sony ST-S500ES, Denon DP-7F
    Pro-Ject Phono Box MKII, Parasound P/HP-850, ASL Wave 20 monoblocks
    Klipsch RF-35, RB-51ii
    [Car Audio]
    Pioneer Premier DEH-P860MP, Memphis 16-MCA3004, Boston Acoustic RC520
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  • VR3
    VR3 Posts: 28,640
    edited April 2005
    Im a broke white guy...

    I buy off ebay all the time...

    Something breaks? Well tough luck for me, my mains arrived with over 200 dollars in damage, you don't see me whining about it.

    Pay for it, get it fixed and shut up. Seriously...

    (:D)
    - Not Tom ::::::: Any system can play Diana Krall. Only the best can play Limp Bizkit.
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  • exalted512
    exalted512 Posts: 10,735
    edited April 2005
    ive used polks customer service more than anyone on this half of the forum and i can tell you first hand it was nothing but excellent, quick service. A+
    -Cody
    Music is like candy, you have to get rid of the rappers to enjoy it
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  • audiobliss
    audiobliss Posts: 12,518
    edited April 2005
    And tell us; did you buy your stuff from an authorized dealer?
    George Grand wrote: »
    Jstas wrote: »
    Simple question. If you had a cool million bucks, what would you do with it?
    Wonder WTF happened to the rest of my money.
    In Use
    PS3, Yamaha CDR-HD1300, Plex, Amazon Fire TV Gen 2
    Pioneer Elite VSX-52, Parasound HCA-1000A
    Klipsch RF-82ii, RC-62ii, RS-42ii, RW-10d
    Epson 8700UB
    In Storage
    [Home Audio]
    Rotel RCD-02, Yamaha KX-W900U, Sony ST-S500ES, Denon DP-7F
    Pro-Ject Phono Box MKII, Parasound P/HP-850, ASL Wave 20 monoblocks
    Klipsch RF-35, RB-51ii
    [Car Audio]
    Pioneer Premier DEH-P860MP, Memphis 16-MCA3004, Boston Acoustic RC520
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  • VR3
    VR3 Posts: 28,640
    edited April 2005
    Polk sent me a free crossover...

    I bought it off ebay to you fools.
    - Not Tom ::::::: Any system can play Diana Krall. Only the best can play Limp Bizkit.
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  • exalted512
    exalted512 Posts: 10,735
    edited April 2005
    Originally posted by audiobliss
    And tell us; did you buy your stuff from an authorized dealer?
    nope
    .
    .
    .
    .
    .
    .
    .
    .
    .
    .
    .
    .
    .
    .
    .
    .
    ok yea i did...
    -Cody
    Music is like candy, you have to get rid of the rappers to enjoy it
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  • audiobliss
    audiobliss Posts: 12,518
    edited April 2005
    lol
    George Grand wrote: »
    Jstas wrote: »
    Simple question. If you had a cool million bucks, what would you do with it?
    Wonder WTF happened to the rest of my money.
    In Use
    PS3, Yamaha CDR-HD1300, Plex, Amazon Fire TV Gen 2
    Pioneer Elite VSX-52, Parasound HCA-1000A
    Klipsch RF-82ii, RC-62ii, RS-42ii, RW-10d
    Epson 8700UB
    In Storage
    [Home Audio]
    Rotel RCD-02, Yamaha KX-W900U, Sony ST-S500ES, Denon DP-7F
    Pro-Ject Phono Box MKII, Parasound P/HP-850, ASL Wave 20 monoblocks
    Klipsch RF-35, RB-51ii
    [Car Audio]
    Pioneer Premier DEH-P860MP, Memphis 16-MCA3004, Boston Acoustic RC520
    · Share on FacebookShare on Twitter
  • beavis240
    beavis240 Posts: 29
    edited April 2005
    Originally posted by audiobliss
    Yeah, I kinda agree. You pretty much dug your grave when you bought off e-bay. However, let's stop bashin' the guy.

    What kind of a set-up do you have in your car, and what is your car?

    2000 honda accord coupe EX

    Panasonic CQ-C8100U, MMC6500, MMC690, C400.4, MM12 w/ enclosure, C300.2 (bridged), knukonceptz wiring, knukoncept 1 farad cap w/ volt meter.


    sorry if it sounded like i was complaining, i have just had the worst luck with my system. tomorrow my amp is gettin re-installed with new cross-overs for my components, cuz the installer wired them wrong or something and they blew when i had it installed. sucks when my entire summers paycheck (being 18 and only making 7.50/hr sucks) to my system and not even being able to hear the radio for more than a month is weak sauce.
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  • audiobliss
    audiobliss Posts: 12,518
    edited April 2005
    Awesome set-up you've got there; not a bad car, either. I know what you mean about money; I'm 17 and don't have a job! :eek:

    Hope it all works out for ya this time! Let us know how it sounds!
    George Grand wrote: »
    Jstas wrote: »
    Simple question. If you had a cool million bucks, what would you do with it?
    Wonder WTF happened to the rest of my money.
    In Use
    PS3, Yamaha CDR-HD1300, Plex, Amazon Fire TV Gen 2
    Pioneer Elite VSX-52, Parasound HCA-1000A
    Klipsch RF-82ii, RC-62ii, RS-42ii, RW-10d
    Epson 8700UB
    In Storage
    [Home Audio]
    Rotel RCD-02, Yamaha KX-W900U, Sony ST-S500ES, Denon DP-7F
    Pro-Ject Phono Box MKII, Parasound P/HP-850, ASL Wave 20 monoblocks
    Klipsch RF-35, RB-51ii
    [Car Audio]
    Pioneer Premier DEH-P860MP, Memphis 16-MCA3004, Boston Acoustic RC520
    · Share on FacebookShare on Twitter
  • neomagus00
    neomagus00 Posts: 3,899
    edited April 2005
    Originally posted by beavis240
    weak sauce.
    teehee

    i'll join in the +1ing now...
    It's not good, very fundamentally simply not good. - geolemon

    "Its not good enough until we have real-time fearmongering. I want my fear mongered as it happens." - Shizelbs
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  • MacLeod
    MacLeod Posts: 14,358
    edited April 2005
    Originally posted by Vr3MxStyler2k3
    I buy off ebay all the time...

    Something breaks? Well tough luck for me, my mains arrived with over 200 dollars in damage, you don't see me whining about it.

    Pay for it, get it fixed and shut up. Seriously...


    Originally posted by Vr3MxStyler2k3
    Polk sent me a free crossover...I bought it off ebay to you fools.

    I think somebody is looking for some attention.
    polkaudio sound quality competitor since 2005
    MECA SQ Rookie of the Year 06 ~ MECA State Champ 06,07,08,11 ~ MECA World Finals 2nd place 06,07,08,09
    08 Car Audio Nationals 1st ~ 07 N Georgia Nationals 1st ~ 06 Carl Casper Nationals 1st ~ USACi 05 Southeast AutumnFest 1st

    polkaudio SR6500 --- polkaudio MM1040 x2 -- Pioneer P99 -- Rockford Fosgate P1000X5D
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  • audiobliss
    audiobliss Posts: 12,518
    edited April 2005
    ROFL
    George Grand wrote: »
    Jstas wrote: »
    Simple question. If you had a cool million bucks, what would you do with it?
    Wonder WTF happened to the rest of my money.
    In Use
    PS3, Yamaha CDR-HD1300, Plex, Amazon Fire TV Gen 2
    Pioneer Elite VSX-52, Parasound HCA-1000A
    Klipsch RF-82ii, RC-62ii, RS-42ii, RW-10d
    Epson 8700UB
    In Storage
    [Home Audio]
    Rotel RCD-02, Yamaha KX-W900U, Sony ST-S500ES, Denon DP-7F
    Pro-Ject Phono Box MKII, Parasound P/HP-850, ASL Wave 20 monoblocks
    Klipsch RF-35, RB-51ii
    [Car Audio]
    Pioneer Premier DEH-P860MP, Memphis 16-MCA3004, Boston Acoustic RC520
    · Share on FacebookShare on Twitter
  • MacLeod
    MacLeod Posts: 14,358
    edited April 2005
    Ever notice since he got his nick name back hes throwing around a lot of attitude lately? :p

    Whats the story on that Sid anyway? Why did you lose it in the first place and what did NEXT mean?
    polkaudio sound quality competitor since 2005
    MECA SQ Rookie of the Year 06 ~ MECA State Champ 06,07,08,11 ~ MECA World Finals 2nd place 06,07,08,09
    08 Car Audio Nationals 1st ~ 07 N Georgia Nationals 1st ~ 06 Carl Casper Nationals 1st ~ USACi 05 Southeast AutumnFest 1st

    polkaudio SR6500 --- polkaudio MM1040 x2 -- Pioneer P99 -- Rockford Fosgate P1000X5D
    · Share on FacebookShare on Twitter
  • beavis240
    beavis240 Posts: 29
    edited April 2005
    update

    so i go to tweeter today cuz the guy said that my amp would be in and they would be able to re-install it to my car.

    so i walk into tweeter pretty stoked that im finally gonna get my system fixed after 2 months of no sound in my car.

    come to find out, they DONT have my amp. so they call up their service dept and find out that the amp should come in next wednesday. oh yeah, and it wasnt even fixed. yes you heard it, 2 months of "being serviced", 50 bucks, and coming back late not even fixed. the excuse "no warrenty voided any repair work" came into effect again.

    as you could probably tell, i was just thrilled to hear this news. so i talk to the manager and he offers to give me my money back once the amp comes in. i asked if there was anyway to get the amp fixed and he said no. so figuring that i have already spent so much, it would be a waste not to get it fixed. so i opted to finally buy another C400.4, since the salesguy said he would try and give it to me cheap. so after taxes and all i got it for 430.

    i then asked the install guy if he would at least hook my speakers up to my head unit so i could get some sort of power while i wait for them to get their amp in stock and install for wednesday (they were booked for today and tomorrow, and the install guy doesnt work sun or mon)

    so i get into my car, drive off with what i had. come to find out, as i was messing with my balance and fade, my back left speaker STILL was not working. the reason for this, i was told by the last tweeter installer was that my left channel blew in my amp. THAT WAS THE REASON I SENT IT TO BE FIXED. the front speakers still suck **** too cuz the first tweeter installer effed up the crossovers.

    so i just got home about 2 minutes ago and dont know what is going on.
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