What would you do?


I just received a pair of speakers that I have been waiting 6 months for delivery on. One of the mid drivers cone is dented probably because the manufacturer forgot to put plastic protectors they normally use to avoid these issues. My dealer offered to come to my house and replace the mid drivers in both speakers. Is this acceptable? Should I get a new pair of speakers? They cost me $50,000.00.
128x128elescher

Showing 2 responses by dtc

I would call the highest level person in the company that I could get to and politely explain the situation. Express your disappointment. Then ask how they would recommend fixing the problem. At a minimum I would ask to have a certified repair person install matched drivers in both speakers. And I would ask for them to guarantee in writing that the repair would be as good as factory assembled. That includes using the same solder, wire (if needed), sealing (if any) etc. and that the guarantee still applies. Maybe say you are discussing this will fellow audiophiles on line and this was the suggestion from them. You might find that the company might be much more willing to insure a correct solution than the dealer. Maybe they will even send someone to fix the speakers. I would not let the dealer touch them unless they are an authorized repair shop for the speakers and the company agrees that that is the correct solution.

My guess is that the company does not really want this type of publicity on the web and may well go out of their way to correct the situation. These are clearly not high volume speakers and bad word of mouth could be a real problem for them.
Zd542 - there is still a question as to whether the dealer is authorized to make this repair, has the ability to make this repair, and can guarantee the results and can guarantee the warranty. The manufacturer can answer those questions. What do you do if 2 years from now another problem happens and the manufacturer refuses the warranty work because an unauthorized person worked on it. That probably will not happen with a reputable dealer, but i would check anyway. If the manufactures recommendation is to have the dealer do it, then I would go ahead with that. But I would contact the manufacturer for a recommendation on how to proceed. Sounds like the OP is going ahead with the dealer fix, which probably will work out fine. I personally would still call the manufacturer or distributor.