cmarz

As a first-time Klipsch customer, I have to say... the experience been a huge letdown so far. I'm posting this as constructive criticism for the Klipsch crew that handles the online shopping experience. The Klipsch site itself is very well done and has been enjoyable to browse around and consider options for purchase, looking at specs, etc. The problems began when I actually added things to my cart and went through the checkout. My transaction happened during the big Thanksgiving sale and I ordered a pair of speakers and a subwoofer. Both items were on sale with the subwoofer being a substantial savings of around 50% off, plus an extra 10% for signing up on the mail list. The shopping cart told me I could choose free ground shipping but that it might mean items being shipped separately. Ok, fine, no problem. Then it got weird... I was given two order numbers and two totals. Luckily I printed the resulting webpage invoice to document it. After that, I received an email confirming only one of the order numbers, for the speakers (which by the way, said I had only ordered a "speaker"). So immediately, I had gone from a pair of speakers and subwoofer to just a "speaker". My credit card showed that the pair of speakers (not the total order) was billed to my card. I was concerned something wasn't right. I looked at my order confirmation email, which instructed me to log in to a website to manage my order, and it wasn't the Klipsch site, it was "shopatron.com" which somehow ended up being Kibo. Anyway, I went through this system to contact the order fulfillment service, Kibo, through their helpdesk process. It took them THREE DAYS to get back to me. During these three days I received notice that the "speaker" had shipped and when I looked at my "account" management page. I checked the shipping weight and was able to determine that it's probably a pair of speakers. Kibo closed my support ticket and told me to re-order the subwoofer and gave me a code to get 10% off. This is terrible, considering the subwoofer was on sale for $224 and is now $449! I called the Klipsch order support number and explained the situation and they told me they couldn't help me, and that I'd need to call Klipsch (isn't that what I just did?). They gave me another number, which I called and got a recording saying their phone system is down for maintenance, and should be back up on the following business day. It's Friday, so that probably means I won't get to speak with them until Monday... 10 days after placing my order. If it even gets processed on Monday, it will likely be another two weeks before the product shows up. So, my advice to Klipsch is to fix the bugs in the shopping cart to keep a customer's order intact. Advise them that once the transaction is completed, they will be handed off to another company or companies (shopatron and Kibo) and provide a number to talk with someone if something goes wrong. In my order confirmation email, there was no phone number listed for support. Only a link to a "help center" (Kibo website). When I didn't have any luck finding a phone number, the first thing I did was go to the "support" page of Klipsch, and was disappointed there was no number listed that I could call. (I later found it under "About / Company / Contact"). I'd also get Kibo to respond within 24 hours. Three days is unacceptable.