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How much should I expect with a warranty issue from a large retailer/distributor?

I have a "new" Rose HiFi 150b, that I love, but it has technical issue. The XLR outputs produce a softer/duller/quieter sound on the left channel.

I noticed the issue as soon as I received my new amp with XLR inputs, with XLR-out being a primary reason I picked the 150B. I could not afford to get the new amp until 4 months later, then spent 2.5 months pin-pointing the issue to the 150b.

So, by the time I called the retailer, it was outside of their 90-day replacement window, so I got sent to the distributor. The distributor wants me to send the unit across the country (NC to NV), at my expense, and then they will fix and return, at their expense. They state they may or may not have the parts in stock.

I feel strongly that the XLR-out issue was there from the very beginning and desire the unit to be replaced. Am I expecting too much? Bullet points below provide more background:

  • Purchased the unit from Crutchfield. Best price + I live in NC mountains, so no opportunity to buy local.
  • MoFi is the US distributor of Rose HiFi, so I am dealing with them on the repair/return.
  • Talked to Rose HiFi, their high-level techs agree the "audio board" is defective, apologized multiple times, but their hands are tied - sent me to MoFi.
  • Crutchfield will only replace in first 90 days, they sent me to MoFi.
  • I really do not want to send a new-ish $4,500 piece of delicate kit on two cross country bumpy rides. Ouch!
  • I asked MoFi if they could send me an "Audio board" and I would pay a local tech to install it. Rose-HiFi’s suggestion. MoFi ignored this idea.
  • Crutchfield has an "open box" unit on their outlet website, asked if I could trade for that; they didn’t much listen to that.
  • Again, as soon as I got the new amp with XLR inputs (Accuphase E-380, new), the problem was apparent. RCA works fine. I am CONFIDENT the XLR outputs were broken when brand new.
  • I have escalated with Crutchfield, the nice front-line tech support person I spoke with said he would talk to their "merchandising" team to see if there was anything else they could do. Waiting patiently.

So, do I just need to box it up, pay $100 shipping, and wait a month as MoFi suggests? Or do I dig-in and try to get Crutchfield, MoFi, Rose HiFi to replace? If I dig-in, what is best approach, and with who? Or maybe I am expecting too much?

I hope I have not learned an expensive lesson in dealing with an Internet retailer, like Crutchfield? Maybe they will step-up. Will report back either way.

 

gemoody
yoyoyaya's avatar
yoyoyaya
739 posts
 

In the European Union, the contract is between the endpoint seller and purchaser of the goods so the retailer is legally obliged to handle warranty issues. A much better system IMHO.

Given the situation in the US, it appears there's no alternative but to return the item to the distributor.

trivema's avatar
trivema
84 posts
 

I had excellent experience with Crutchfield and Cambridge Audio CXN V2 streamer.  It developed an intermittent static crackle in left channel.  Cambridge email support was excellent back and forth to diagnose as potential bad DAC chip.  Finally called Crutchfield to replace under warranty.  They emailed ship label no questions asked.  I returned the unit, two weeks later had a new unit in service, no more static crackle!

Note I registered the original unit with Cambridge which extended the warranty period to two years. The replacement was beyond standard 1 yr warranty but within 2 yr period.  Very satisfying experience. 

boxcarman
411 posts
 

That is typical of most retailers online or otherwise.  You could just use the RCA's or send it back on your nickel.  Your choice.

curiousjim's avatar
curiousjim
4,687 posts
 

@gemoody 

About the only way to stretch the warranty date, is to keep the dealer apprised from the beginning.  Unfortunately, you did not do it within the time frame.   Not your fault, but it happens. I’d spend the $100 on FedEx and hope for the best.  I would also continue to send emails to the manufacturer.  And be as polite as you can stomach. I have had some good results doing this.

All the best.

bmbmzig
11 posts
 

I am empathetic to your situation, but before you get to upset with Crutchfield, you have to consider what exchanging the piece means to them.

Let’s assume Crutchfield were to take the unit back and exchange it for you.

They would then have to send it in for repair and they would pay the $100.00 shipping cost.

When they get the unit back, they can’t sell it as “NEW”. They would have to sell it as “REFURBISHED” piece.

Refurbished equipment is generally sold at a reduced price. Chances are they would have to sell below their cost.

That being the case, they’ve now lost money on selling you a piece of equipment, plus the shipping cost.

The second question is, how long will it sit on a shelf before it sells?

Inventory that sits on a shelf costs a dealer money.

A business can’t lose money on sales and expect to stay in business.

As someone else pointed out, and you stated, you bought the “best price”.

With the best price comes the gamble of service after the sale.

Large corporations like Crutchfield are not going to bend over backward to make it right for you. While $4,500.00 may be a lot of money to you, in the big picture, that $4,500.00 purchase is peanuts to Crutchfield. A quick google search revealed Crutchfield annual income is $120,000,000.00. Your purchase represents .0000375% of that. How much do you really expect them to care.

Good luck.

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