Klipsch customer support ?

[dsommerl]

I hope this is taken by all (including Klipsch--if they ever watfch this board) as some constructive criticism. As evidenced by my posts over the past few months (and hopefully sincere helpful replies---where I think I can add something)I'm a passionate Klipsch fan.

HOWEVER I think that Klipsch's customer support leaves a whole lot to be desired. Does anyone else feel that way?

I've been all over the various forums "Spot" "AVS"--you name one I think I've been there. In most cases I find that either the forum moderator or even some mfg reps etc are actively involved in the discussions. Their input provides some great informatioin and insight into an issue. Denon and SVS personnel are particularily attentive in this regard.

I can't even get Klipsch to answer an e mail!(I've yet to get any reply on one I sent over one week ago)When I've tried to call them I end up in voice mail (and never get called back). Only some real persistence gets me any information from Klipsch HQ (like insisting to be left on hold until someone will talk to me etc).

Seldom have I ever seen a Klipsch person involve themselves in this forum. The "heavy lifting" is apparently left to the "foot soldiers" --Horn Ed and the many other regulars (all of which deserve free Klipsch belt buckles if you ask me !).

Hey, I love this stuff----and am as "high" on the Klipsch product as anyone (I even DO buy new Klipsch too--not just used)

Now, I hope this "*****" doesn't get me black balled/listed---I am not a trouble maker---I just think Klipsch ought to invest a little in customer/consumer support Their fine product line warrants it.

Klipsch Grade Card: Product---A Customer support---D

My 2 cents---Dave

[justin_tx_16]

I have never had a problem contacting Klipsch, not even a busy signal...

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-justin

SoundWise Support

A technical help site created by me and my fellow Klipschers

I am an amateur, if it is professional;

ProMedia help you want email Amy or call her @ 1-888-554-5665 or for an RA# 800-554-7724 ext 5

Klipsch Home Audio help you want, email support@klipsch.com or call @ 1-800-KLIPSCH

RA# Fax Number=317-860-9140 / Parts Department Fax Number=317-860-9150s>

[CharlieTuna]

Perhaps it's your approach. Whenever I deal with someone (especially when I want something from them), I remember these two gems:

1) You get more bees with honey.

2) There's a way to tell someone to go to hell and have them enjoy the trip.

Maybe korny, but sometimes it works.

CT

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You can tune a radio, but you can't tuna fish!

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[justin_tx_16]

quote:

---

Originally posted by CharlieTuna:

There's a way to tell someone to go to hell and have them enjoy the trip.

---

This sounds interesting, please elaborate

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-justin

SoundWise Support

A technical help site created by me and my fellow Klipschers

I am an amateur, if it is professional;

ProMedia help you want email Amy or call her @ 1-888-554-5665 or for an RA# 800-554-7724 ext 5

Klipsch Home Audio help you want, email support@klipsch.com or call @ 1-800-KLIPSCH

RA# Fax Number=317-860-9140 / Parts Department Fax Number=317-860-9150s>

[Guest BobG]

Gee, I'm a bit taken aback. The many Klipsch moderators spend quite a bit of time on this bulletin board and the company hosts it as a customer service. Many knowledgable and passionate contributors answer thousands of questions posted by the people who visit. Over 18 thousand in the last month in fact. There is a private message function so you can send a question directly to any person who posts and we have our 800 toll-free phone number all over the site to allow that mode of access as well. I'm sorry you've been frustrated in your efforts to get through to us, but we are making every effort to afford you a channel of communication. Guess we still haven't gotten it right. I take your criticism as constructive and invite you to try again.

[T2K]

Personally, I've never seen another Company stand behind their products as does Klipsch.Tech Support has more than they can handle,seems like I read where Tech Support was about to be expanded.

I don't really like Klipsch speakers all that much,I just buy them because of the great service I get from Tech Support and from Amy in parts.

BTW, where the heck can I find a Forum frequented by someone from Denon? I'm serious!

Keith

EDIT> BobG, evidently you out-typed me in your response.Any chance of cloning Trey and Matt?

This message has been edited by talktoKeith on 03-12-2002 at 11:52 AM

[dsommerl]

Hey, easy guys

Charlie, thanks for the personal interaction lesson.

Bob G---my post was only meant as constructive---I'm a BIG Klipsch fan---just reciting my experience---not making it up. AND certainly not angling for any special treatment.

Keith---the person is:

Jeff Talmadge

Product Manager

DENON Electronics (USA), Inc.---

this guy is all over the AVS forum---especially in the DVD hardware area.

It's almost like it's his full time job. Very impressive (I have never owned an Denon product)plus he really knows his competition (Pioneer etc).

Just 'cause you love someone doesn't mean you can't criticize once in awhile--does it?

Tks Dave

[justin_tx_16]

quote:

---

Bob G---my post was only meant as constructive---I'm a BIG Klipsch fan---just reciting my experience---not making it up. AND certainly not angling for any special treatment.

---

i think you missed maybe the most important part of BobG's post..

quote:

---

Originally posted by BobG:

I take your criticism as constructive and invite you to try again.

---

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-justin

SoundWise Support

A technical help site created by me and my fellow Klipschers

I am an amateur, if it is professional;

ProMedia help you want email Amy or call her @ 1-888-554-5665 or for an RA# 800-554-7724 ext 5

Klipsch Home Audio help you want, email support@klipsch.com or call @ 1-800-KLIPSCH

RA# Fax Number=317-860-9140 / Parts Department Fax Number=317-860-9150s>

[Huhuru]

Sorry to hear of such....I never had a problem contacting (telephone and/or email) Klipsch's Customer Support be it for parts or technical advice. Thanks for the service.

Good Klips

[Mighty Favog]

BobG and others at Klipsch have been more than tollerant of me and my antics. Mind you this is even after I bought my speaks from a non-dealer.

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Tom's Money Pit

[QUiKSR20]

This is very tru i got my SB3's and SC-1 from an unauthorized reseller and Phil H told me he ran the serial #s and they came back good and that i could reinstate my warranty.

Klipsch support is awesome!

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Thanks,

Daryl Gregg

MY Home Theatre Page

Sony STR-DE975 HT Reciever

Sony DVP-NS400D DVD

SB-3 Mains

SC-1 Center

Quintet Rears

KSW-12 Sub

AR Proseries Interconects

[anarchist]

Hi all,

This is pretty much a question for Klipsch directly but wonder how others feel too.

Regarding the Klipsch non-warranty 'rule': Why? You manufacture and sell Klipsch speakers. Some of your dealers wholesale these speakers off to other resellers who then sell them at a terrific price. So your dealer network makes less money (actually they make it up on volume - Economics 101) how can you interpret that to mean you should no longer stand behind your products?

I have bought from authorized dealers as well as unauthorized dealers. Guess what? No advantage to the authorized dealer and great savings from the unauthorized. In fact, the packaging was better from the unauthorized dealer - the speakers were double-boxed; the Klipsch original, unopened box enclosed in yet another box. You manufactured the speaker and it was in your original, unopened box - how could you ethically decline to resolve any MANUFACTURING defects. The distribution channel you use does not alter the MANUFACTURING or materials used - IF they are defective, you should warrantee it.

I look forward to a valid response - seeking to monopolize the distribution channels and set artificial price floors is not one. In fact, these barriers to trade, practiced by many in the audio industry, should draw the eye of the Justice Department.

I love Klipsch but find this policy damaging to consumers and an easy way out for Klipsch. It helps no one and is an insult to free enterprise. Frankly, in my experience, most Klipsch dealers do the company a disservice and typically push the consumer to other products; the unauthorized dealers are generally more knowledgeable about Klipsch and putting a system together.

End Rant. Personally, I have never had to use the Klipsch warranty so it is not really a factor in my purchasing decisions.

BTW, my rant was set off by finding out Sonic Frontiers takes this practice to a whole other level in order to maintain their price premiums and regulate their dealers. Protect their dealer networks?! Nonsense.

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Fronts - KG4's

Center - C6

Surrounds - S6's

Sub - KSW200

Powered by - YAM995

[dsommerl]

Crash

This is one of my pet peeves as well. But, understand that Klipsch or any other mfg has the right--legal and otherwise to limit their distribution--they can tell WalMart--NO--we won't sell our stuff to you.Other high end lines eg Pioneer Elite etc use a similar marketing strategy---this is their prerogative

HOWEVER,

1)it really never works (for a consumer wishing to work for the better "deal") I know, as I've picked up new Pioneer Elite and Mits Diamond models at WAY BELOW "MAP" pricing ---"minimum advertised price". There is always an "authorized dealer" moving product "sideways" to relieve inventory or just build some volume with the particular mfg. (a lot of the Japanese CE mfg's have volume incentive rebate programs based on volume bought--and have co op adv accruals all tied to volume) These "program items" go straight to the dealer's bottom line profit.

2)These MARKETING PRACTICES, however, have NOTHING to do with a product's warranty and the mfg's obligation to the consumer--end purchaser to HONOR that warranty (regardless of where that consumer purchased the product)Now, should the consumer end up with a product whose warranty has been voided (cabinet opened---SN# changed etc etc---by the selling dealer---"unaurthorized" or authroized)) then that consumer may be denied warranty coverage by the mfg----in such a case---the consumer's recourse is with the seller/dealer (so always try to buy from a reputable dealer--one who you believe will deliver what they advertise---if sold as new then---it needs to be NEW--untampered with product with mfg warranty in taxct--not voided).

So, you are correct, BUT----it's okay and perfectly legal for the mfg to limit their distribution in order to better control their business and to maintain dealer profit margins (and at the same time their own).

BUT---DON'T BE CONFUSED !----this has NOTHING to do with the end product's warranty and the mfg's obligation to honor the terms of same---REGARDLESS of who sold it to whom.

So, unite consumers !---it's okay to do the "American" thing and shop shop shop for the best deal on the market----mfg's warranty coverage is unaffected---buy where you find the best "deal"---value.

Dave

[anarchist]

Hi Dave,

Thanks for your thoughts and I tend to agree for the most part but some of these marketing practices are insane, for example:

My local dealer refuses to negotiate price. His perogative. My option is to drive to another area and purchase from a dealer who will negotiate. Some companies go so far as to prohibit such a purchase because I don't live in that area. There was a group buy discussed recently where an individual was going to purchase multiple units at an authorized dealer outside his area. The company called each dealer and warned them against participating in such a purchase. Why? Because the equipment could be purchased for closer to 2K than the 3K suggested because of the quantity. This is going overboard on price fixing.

Regarding Klipsch and the warranty. From their policy:

Due to the nature of the goods sold by unauthorized dealers and their business practices, products sold by unauthorized dealers are not entitled to Klipsch's warranty coverage. The question is simply this; if the goods are still new in an unopened box, will Klipsch warrantee them against manufacturing defects regardless of whom they were purchased from? Hell, maybe I bought a set from a guy whose wife bought them as a gift for him and they were never opened because he wanted Bose. What about it, Klipsch?

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Fronts - KG4's

Center - C6

Surrounds - S6's

Sub - KSW200

Powered by - YAM995

[dougdrake2]

Crash - Your question has nagged me for quite some time, and I'm looking forward to a response.

Logically, the practice exercised by virtually all manufacturers regarding warranties when purchased from an unauthorized dealer make no sense. If a product is purchased in sealed containers as it was shipped from the factory, how can a manufacturer warranty be denied?

It would be another thing if the dealers were adding something to the manufacturing process that would affect quality (like assembling components), but they are just shuffling boxes.

I'd really like to hear from a "credible" source on this -- like an attorney or someone who may have researched this with a state AG's office.

And, Dave, I'm not saying you are not credible . By chance would you have that legal background I'm looking for?

Doug

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My System

[dsommerl]

Crash--Doug

I'm no lawyer---but have been a consumer electronics rep for 25 years and rep and have repped some of the big boys--Japanese and Korean. 99% of this stuff is sales and marketing---I don't know how Klipsch can make that statement " --- "---guess I better read my warranty card---However it just can't be enforceable---Hey, the reality is that Klipsch or any other mfg isn't out to get the consumer----they all bend over backwards to make sure that any end result is a satisfied consumer------One of the great things about the internet is that one can now search world wide---we aren't restricted to geography anymore (or at least not nearly as much as we used to be). So, forget about the guy 5 miles away--whoever it was calling around---can't call all over the world can he?

Dave

[Guest BobG]

This is a hot topic. I understand that. I too want to spend as little as possible to get the products I desire. Very clear.

If you "bought a set from a guy whose wife bought them as a gift for him and they were never opened", they were not sold to you originally by an authorize Klipsch dealer. They are not covered by Klipsch warranty. If you buy from an internet reseller who bought them from an authorized Klipsch dealer, you are not the original purchaser and you have no warranty. There are states that override such policies with local law. We conform to all US law.

[anarchist]

Bob,

Thanks for the response. Please tell me why Klipsch would take such a stance? You sold the product to dealers. They sold the product to others. How does it make any difference to Klipsch whether I bought directly from the dealer or someone else - as long as the product was in unopened containers and the problem is not the result of misuse? A manufacturing defect is NOT dependent or the result of me buying from "some guy..."

Provided I take it to an authorized dealer to have it repaired, why would Klipsch take or any other manufacturer take such a position? It simply reduces customer goodwill. Again, I am seeking a valid reason - maybe I would change my stance - but arbitrary policies which only serve to harm the customer are deserving of ridicule and will eventually subject the company to a backlash.

BTW, Dave. It wasn't some local retailer who called the other retailers. It was the manufacturer themselves who called all their authorized dealers and warned them against selling the product.

Look forward to hearing a response Bob. Thanks.

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Fronts - KG4's

Center - C6

Surrounds - S6's

Sub - KSW200

Powered by - YAM995

[T2K]

The almighty $ sign certainly seems to cloud peoples commom sense!

Keith

[dougdrake2]

Bob - Very interesting. As Keith alluded to, it seems we've overlooked the part of the warranty that deals with it applying only to the original purchaser (other than the dealer purchasing from you). And, as you say, some states have laws that override that and say the warranty applies to subsequent purchasers. So it would seem that it is incumbent upon us to see what our local laws say. Thanks for your patience as we rant

Taking that to a possibly logical conclusioin, then, if we buy from an unauthorized dealer who buys from an authorized dealer, the party covered by the warranty is the unauthorized dealer (ignoring local law for the moment). So, to obtain warranty work, the unauthorized dealer would have to be the one to present the item to an authorized dealer for repair.

Doug

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My System