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.
Customer Service Experience with REL
First time poster, long time lurker here. Unfortunately, my first post is motivated by a negative experience. Take it as you will, I’m just reporting my experience.
As part of setting up a second system with Kef LS50’s, I chose the REL S/3 and went on their website. Being up here in Canada, I was directed toward the nearest dealer to me in Ontario. I placed my order and the sub was drop-shipped to my house. To my dismay, I found the sub damaged upon opening the box. In the box, the feet are literally about an inch from the single layer of cardboard on the bottom. Two of the feet received an impact during shipping, and on one foot the plate had completely sheared off. Taking a second look from outside of the box, there is some wrinking of the cardboard on one side, but nothing serious.
Well, I call the dealer, and he says it’ll be taken care of. Dealer says FedEx are not responsible once they deliver it. After about 5 days, dealer says REL is offering to send me another foot. This has happened a few times and someone just fixed it themselves. I request a replacement, as the cabinet finish is marred next to where the two feet have been pushed sideways. Several more days go by, and I decide to call REL to see about the hold up. They say they don’t know, they will try to reach my dealer and assign a salesman to help out. Several days later, dealer says he’s waiting to hear from REL. About two weeks out from receiving the sub, I call back REL, and they tell me it’s a "dealer issue" and they’ll reach out to the dealer. Dealer texts me right away and tells me to stop calling REL as they don’t have the resources to deal with me and I should deal with him. So I call him, and he doesn’t answer. Texts me a little later telling me he’s at dinner with his wife, he’ll call me tomorrow. He mentions he is finalizing the replacement with REL, and is just waiting for a response from his contact at REL. Long story short, next day I request a return on the sub for a refund. He begrudgingly offers the return (I pay shipping of course at a cost of $160).
What I thought was interesting:
1. Dealer texts me at one point and says he wouldn’t have sold me the sub (via drop-shipping) given the trouble he’s going through dealing with the issue.
2. Both the dealer and REL don’t know why the other side is taking so long to respond.
3. REL is "really sorry" but the damage to the sub is a rare issue and a "freak" occurrence.
4. What is more, REL says they sold the sub to their "retailer," so once it is sold to them it is not really their issue to deal with. "Think of Wal-Mart or Target. We sell to them and they sell to you." "The guarantees on are website are only for those who purchase from from the website." In other words, US customers only.
5. The customer service rep from REL says that she’ll "maybe" bring this poor experience up to her supervisor. "Sorry. Have a nice rest of the day!"
I found a deal on a JL Audio Fathom and it’s on the way. I think you should vote with your dollars when it comes to service. I’m going to enjoy the Fathom so much more now. Thanks for reading!
As part of setting up a second system with Kef LS50’s, I chose the REL S/3 and went on their website. Being up here in Canada, I was directed toward the nearest dealer to me in Ontario. I placed my order and the sub was drop-shipped to my house. To my dismay, I found the sub damaged upon opening the box. In the box, the feet are literally about an inch from the single layer of cardboard on the bottom. Two of the feet received an impact during shipping, and on one foot the plate had completely sheared off. Taking a second look from outside of the box, there is some wrinking of the cardboard on one side, but nothing serious.
Well, I call the dealer, and he says it’ll be taken care of. Dealer says FedEx are not responsible once they deliver it. After about 5 days, dealer says REL is offering to send me another foot. This has happened a few times and someone just fixed it themselves. I request a replacement, as the cabinet finish is marred next to where the two feet have been pushed sideways. Several more days go by, and I decide to call REL to see about the hold up. They say they don’t know, they will try to reach my dealer and assign a salesman to help out. Several days later, dealer says he’s waiting to hear from REL. About two weeks out from receiving the sub, I call back REL, and they tell me it’s a "dealer issue" and they’ll reach out to the dealer. Dealer texts me right away and tells me to stop calling REL as they don’t have the resources to deal with me and I should deal with him. So I call him, and he doesn’t answer. Texts me a little later telling me he’s at dinner with his wife, he’ll call me tomorrow. He mentions he is finalizing the replacement with REL, and is just waiting for a response from his contact at REL. Long story short, next day I request a return on the sub for a refund. He begrudgingly offers the return (I pay shipping of course at a cost of $160).
What I thought was interesting:
1. Dealer texts me at one point and says he wouldn’t have sold me the sub (via drop-shipping) given the trouble he’s going through dealing with the issue.
2. Both the dealer and REL don’t know why the other side is taking so long to respond.
3. REL is "really sorry" but the damage to the sub is a rare issue and a "freak" occurrence.
4. What is more, REL says they sold the sub to their "retailer," so once it is sold to them it is not really their issue to deal with. "Think of Wal-Mart or Target. We sell to them and they sell to you." "The guarantees on are website are only for those who purchase from from the website." In other words, US customers only.
5. The customer service rep from REL says that she’ll "maybe" bring this poor experience up to her supervisor. "Sorry. Have a nice rest of the day!"
I found a deal on a JL Audio Fathom and it’s on the way. I think you should vote with your dollars when it comes to service. I’m going to enjoy the Fathom so much more now. Thanks for reading!
22 responses Add your response
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 |
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! |
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... |
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. |
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. |
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! |
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. |
I bought a T7/x from REL in December. I spent a few days making some adjustments in my setup and at one point took off the grille to see if it made any change to the sound. I found that the grille frame has a crack on the inside that doesn't show from the outside (yet). No impact on the sound but I thought that a brand new unit right out of the box should be aesthetically flawless. I emailed REL customer support (twice) and supplied pictures of the frame but I never got a response from REL. I'm a bit disappointed. |
@wbt0927...where did you buy it? Go back to the dealer. They will in turn contact the rep, who will take it up with REL. That's the chain you need to follow. That's usually how it works the best... |
I bought 2 s510s like 8 months ago..one started buzzing a bit..I called my dealer and a week later a brand new one was at my door...no joke!..the problematic sub was finally picked up...best customer service I've ever had..I'd say it's your dealer not Rel factory....I've talked to rel support several times and they are super helpful...and this is in 2022 so recent... |
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I had a good experience 10 years ago with Rel when my Stadium III amp blew and again when the woofer seized. They gave good advice and steered me to the proper channels to get it fixed. It was way out of the range where I would have expected service but they went above and beyond and rebuilt the amp (for a reasonable amount). For the woofer the guy fired up the old Macintosh black and white desktops to find the specs (ordered from England) When I called I would ask for the same guy because others treated my 25 year old sub with less urgency than this one particular rep. |