Moderators Youthman Posted February 16, 2012 Moderators Share Posted February 16, 2012 I just had my first experience with Emotiva Customer Service. I emailed them because after 4 months of owning the UMC-1, the "Vol" text has rubbed off on my remote. I emailed and asked them if that was to be expected and the following day, I received a very nice, professional letter from Nick in Customer Service saying that was "not normal wear" and that the screen print should not rub off. He immediately shipped a replacement remote that day and I received it today (2 days later) with a return UPS label. In my book, Customer Service should rank as high of priority as providing a Quality Product. Emotiva seems to have that same philosophy. We too often read about when companies don't get it right so I wanted to make sure I shared about how Emotiva got it right. From what I've read from others and from this first experience, I believe Emotiva places Customer Service at the top of their priority list. My hats off to the folks at Emotiva. Quote Link to comment Share on other sites More sharing options...
Fish Posted February 16, 2012 Share Posted February 16, 2012 I talked with Dan back when they first started up.He gave me his email and said let me know your thoughts on our products and business whenever you like.I'm thinkin Denon and Onkyo could care less what I think cause I've gripped about them for years, lol. I'm glad you had a good experience with Emotiva, in todays world you'll not get much better treatment from a company. Quote Link to comment Share on other sites More sharing options...
CECAA850 Posted February 16, 2012 Share Posted February 16, 2012 Be sure you wipe off the fingernail polish remover from your hands before using the next one. Quote Link to comment Share on other sites More sharing options...
Quiet_Hollow Posted February 16, 2012 Share Posted February 16, 2012 ....or food grease. (fries, pizza, etc.) Quote Link to comment Share on other sites More sharing options...
cyto Posted February 16, 2012 Share Posted February 16, 2012 I just had my first experience with Emotiva Customer Service. I emailed them because after 4 months of owning the UMC-1, the "Vol" text has rubbed off on my remote. I emailed and asked them if that was to be expected and the following day, I received a very nice, professional letter from Nick in Customer Service saying that was "not normal wear" and that the screen print should not rub off. He immediately shipped a replacement remote that day and I received it today (2 days later) with a return UPS label. In my book, Customer Service should rank as high of priority as providing a Quality Product. Emotiva seems to have that same philosophy. We too often read about when companies don't get it right so I wanted to make sure I shared about how Emotiva got it right. From what I've read from others and from this first experience, I believe Emotiva places Customer Service at the top of their priority list. My hats off to the folks at Emotiva. I live about 20 miles from the Emotiva headquarters, and I have used their customer service. They are good people [Y][Y] And Emofest is a blast if you get the opportunity to attend. Quote Link to comment Share on other sites More sharing options...
liebherr954 Posted February 16, 2012 Share Posted February 16, 2012 I agree that Emo has great customer service, when I was in the market for an amp I talked to a rep and there was no up selling at all I told him aboutthe system I had and the future upgrades. Its so nice dealing with a company that has strong customer service skills. Quote Link to comment Share on other sites More sharing options...
Vital Posted February 16, 2012 Share Posted February 16, 2012 I agree, my ERC-1 started having static in one channel after a few years and I called them about it. They had a label shipped out to me in a few days and they replaced a cap or resistor in it and had it shipped back all within a few weeks. I also had something weird happen to one of my metal remotes and they drop shipped me a new one the same day. They are top notch! Quote Link to comment Share on other sites More sharing options...
Moderators dtel Posted February 16, 2012 Moderators Share Posted February 16, 2012 Glad to hear this, very few companies left like this. [Y] Quote Link to comment Share on other sites More sharing options...
wstanger Posted February 16, 2012 Share Posted February 16, 2012 I have nothing but great service with EMO Emofest is a great time also Quote Link to comment Share on other sites More sharing options...
Moderators Youthman Posted February 16, 2012 Author Moderators Share Posted February 16, 2012 Be sure you wipe off the fingernail polish remover from your hands before using the next one. I'm busted [] ....or food grease. (fries, pizza, etc.) Actually, I don't allow any food or drink in the HT. We've only had one popcorn night. I know, I'm the mean dad but with 4 children, three of which are 7 - 10, they always make a mess and would surely end up spilling or wiping stuff on the leather seats and carpet. It's great to know there are still a few companies that will do whatever it takes to keep their customers happy. Most companies just look at the bottom line and miss the fact that by going above and beyond, equates to loyal customers, referrals and in the long run, much more money for them. Quote Link to comment Share on other sites More sharing options...
themrclean Posted February 19, 2012 Share Posted February 19, 2012 That's awesome to hear. Most companies will look for any loophole to not have to fix or replace something and when it's you against them you are screwed. The fact that they sent you a new one before getting yours says a lot about Emotiva, it is almost always the other way around. Quote Link to comment Share on other sites More sharing options...
ajoker2c Posted February 20, 2012 Share Posted February 20, 2012 Youthman, I havent called Emo yet on that remote. If you have the old one still and I can't get new one from them at reasonable price would you consider selling me your old one? Glad to hear about the great service. Quote Link to comment Share on other sites More sharing options...
Moderators Youthman Posted February 20, 2012 Author Moderators Share Posted February 20, 2012 They asked me to ship back my original remote to them or I would have been glad to send you mine at no cost. Quote Link to comment Share on other sites More sharing options...
Moderators Youthman Posted February 20, 2012 Author Moderators Share Posted February 20, 2012 I just emailed Nick to about replacing your remote. I'll let you know what I hear from him. Quote Link to comment Share on other sites More sharing options...
ajoker2c Posted February 20, 2012 Share Posted February 20, 2012 Thanks YM, I was going to call them from work tomorrow and look into it. Still haven't started to hook it up yet....just dont have enough dedicated time to do it properly this week. Look forward to hearing the response. Steve Quote Link to comment Share on other sites More sharing options...
Moderators Youthman Posted February 20, 2012 Author Moderators Share Posted February 20, 2012 As I had anticipated, Nick was very prompt in his reply. Below was his response... Edit....I didn't see the privacy notice in the email they sent. You will need to just contact Emo directly. My bad. LOL Quote Link to comment Share on other sites More sharing options...
ajoker2c Posted February 20, 2012 Share Posted February 20, 2012 As I had anticipated, Nick was very prompt in his reply. Below was his response... Edit....I didn't see the privacy notice in the email they sent. You will need to just contact Emo directly. My bad. LOL The missing email response WAS posted in my email . I will call them soon and see how to figure out which firmare is on it to see if sending it in is worthwhile or necessary for the remote Thanks YM I appreciate the help Quote Link to comment Share on other sites More sharing options...
Moderators Youthman Posted February 20, 2012 Author Moderators Share Posted February 20, 2012 Thanks YM I appreciate the help Glad to help. Quote Link to comment Share on other sites More sharing options...
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