I have a REL S5 and I love it.
My dealer was solid and I have had no problems period.
REL has my highest recommendation.
IMO you had a dealer issue, not a REL issue.
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Appreciate the comments everyone. I'm enjoying the Fathom F112v2 very much at the moment. I can definitely say that it came packaged way, way better than the S/3. Thick foam top and bottom, an extra layer of cardboard around the sides, and a wood board below everything with large plastic feet screwed onto the board OUTSIDE the box. Much more sensible. The packaging on the S/3 is a joke by comparison.
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Well at least you got a response from REL. I owned 3 of their subs (2 strata's and a stadium) - all 3 had amp problems - I no longer live in the state where I bought them - so could not use the dealer. I tried to contact REL - I did not even want them to pay for anything - just point me in the direction - nothing. I was told the "new" ownership was better - they were not. In 40 years of buying audio this company is about the worst customer service I have ever had. Sold them for parts. Bought 2 Fathom F113 v2 - much better sub and much better company. The stadium was at least cherry so made a decent looking side table!
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Oh, and Carmack preemption.... |
FedEx will softly whisper, “Carmack Amendment.” The seller will join with shipment contract. The manufacturer will advise lack of prvity, and you are an incidental “party.” Sum: you got lucky even though it doesn’t feel like it. |
drhee39 I have felt your dismay and disgust over this transaction.
With all due respect and thanks for being here to scorpio and mofi, the American or Canadian law who would most likely turn down representation with so little financial value at stake and those brick and mortar or electronic dealers of the high fidelity industry whose service after the sale provide nothing but artful finger pointing, GFY's.
Anything of value to be shipped should be addressed including your phone number to your nearest depot of the shipper (UPS FedEX or whomever) were it can be inspected before signing, for damages BEFORE its acceptance.
In the event of any suspected damage due to the visible damage to the carton or actual damage to its contents the item has not been delivered to you.
Contact your credit card immediately to inform them of the situation and take THEIR direction going forward.
When you've resolved this matter think about purchasing a product actually made by companies in the US, Canada, or the EU who don't remotely manage offshore manufacturing a flakey distribution network and whose only recent technical achievement is its longevity in the subwoofer market.
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I agree with mofimcadness. I reaffirm my previous post as to liability in the U.S. I don't know Canadian law. But with 40 years experience as a lawyer, we do live in a world where it seems that no one wants to accept responsibility. But we are often looking for someone to blame when something goes wrong. As I pointed out in my previous post, under American law there are three possible sources of liability. And there is as described no possible liability on the consumer.
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It’s par for the course. I hear it everyday from subcontractors. It’s never anyone’s fault. Such a shame we live in a world where no one can accept responsibility.
I’m going to start recording face to face meetings from now on. Glad you went with someone else.
Cheers |
Since I have a unique insight into this, (I was a dealer in the USA for many years), this is what should have happened:
1. Customer contacts dealer and tells him what happened.
2. Dealer contacts his REP, (not the factory) and tells him.
3. The Rep contacts the factory to tell them and arranges an exchange.
4. Factory ships out new product and arranges pick up of damaged one.
5. Customer re-boxes damaged one for pickup.
6. New one arrives and damaged one is picked up.
All of this should have happened with 7-10 days total from start to finish. Most factories, (unless an one or two man operation, i.e. small) really aren't equipped to deal direct with the customer, that's what Reps are for. They get paid for doing this. They are the liaison between the dealer, the customer and the factory.
I could write a book about all the dealings and inner workings of this business and have never had a problem if handled this way. I probably know more about this than most.
I, of course, can only speak to the USA market. Not sure how it's handled in Canada, but it should be pretty much the same.
So, in my opinion, the dealer dropped the ball, or went the wrong direction. Maybe he just didn't know or thought he was doing the right thing.
Sorry this happened. It should have been handled smoothly and with very little problem... |
All good points here.
Just to clarify, it should be obvious it's ALL the dealers responsibility. It's true once the maker sells to the dealer it's not on them, BUT, I would let them know absolutely everything: they may want to choose another dealer. They did direct you to that dealer, so...there is that.
I don't think as a customer, you (we) should have to hash out who is at fault for the damage, who and when it will be paid for. Bottom line, you paid for a service, and the one who got the business (and hired the shipper) should take care of it 100%, without delay, and with full responsibility.
Just because you aren't at fault, or did something wrong, doesn't mean you aren't responsible. Why some people don't understand that? ESPECIALLY a dealer!
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My REL subs (Q150e, Q108II) were purchased used but in great shape for around 200 bucks each...no issues at all, great sound. |
ightmare, drhee39. Sorry this happened to you. Does it look like the damage happened at the factory or during shipping,or both? I don't know Canadian law, but you might "google" who bears the risk of loss/damage if there is shipping damage in Canada. You might also have a claim against FedEx. As I read your post, it sounds like everyone is blaming someone else. I am an America lawyer, and can tell you the following if you lived here: 1) the dealer is liable if FedEx caused the damage as it was the dealer who chose FedEx' 2) the carrier, FedEx is liable if their negligence caused the damage and 3) the manufacturer is liable for damage that they caused at the factory. I had previously thought about getting an REL sub, but after reading your post, I will avoid them. Your post is a good example of how many loss of sales can come from treating just one customer in a shabby way. Good luck, continue to pursue your claim against these guys, and congrats on getting a JL Audio Fathom sub. Best regards, John |
Thanks! for sharing your story- drhee39.it is imperative that both positive and negative experiences are reported when dealing with these retailers or manufacturers. I would certainly mention the dealer/retailer as he is 50% responsible, REL the other 50%.Poor customer service from both parties.
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