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Customer Service Experience with REL

First time poster, long time lurker here. Unfortunately, my first post is motivated by a negative experience. Take it as you will, I’m just reporting my experience.

As part of setting up a second system with Kef LS50’s, I chose the REL S/3 and went on their website. Being up here in Canada, I was directed toward the nearest dealer to me in Ontario. I placed my order and the sub was drop-shipped to my house. To my dismay, I found the sub damaged upon opening the box. In the box, the feet are literally about an inch from the single layer of cardboard on the bottom. Two of the feet received an impact during shipping, and on one foot the plate had completely sheared off. Taking a second look from outside of the box, there is some wrinking of the cardboard on one side, but nothing serious.

Well, I call the dealer, and he says it’ll be taken care of. Dealer says FedEx are not responsible once they deliver it. After about 5 days, dealer says REL is offering to send me another foot. This has happened a few times and someone just fixed it themselves. I request a replacement, as the cabinet finish is marred next to where the two feet have been pushed sideways. Several more days go by, and I decide to call REL to see about the hold up. They say they don’t know, they will try to reach my dealer and assign a salesman to help out. Several days later, dealer says he’s waiting to hear from REL. About two weeks out from receiving the sub, I call back REL, and they tell me it’s a "dealer issue" and they’ll reach out to the dealer. Dealer texts me right away and tells me to stop calling REL as they don’t have the resources to deal with me and I should deal with him. So I call him, and he doesn’t answer. Texts me a little later telling me he’s at dinner with his wife, he’ll call me tomorrow. He mentions he is finalizing the replacement with REL, and is just waiting for a response from his contact at REL. Long story short, next day I request a return on the sub for a refund. He begrudgingly offers the return (I pay shipping of course at a cost of $160).

What I thought was interesting:
1. Dealer texts me at one point and says he wouldn’t have sold me the sub (via drop-shipping) given the trouble he’s going through dealing with the issue.
2. Both the dealer and REL don’t know why the other side is taking so long to respond.
3. REL is "really sorry" but the damage to the sub is a rare issue and a "freak" occurrence.
4. What is more, REL says they sold the sub to their "retailer," so once it is sold to them it is not really their issue to deal with. "Think of Wal-Mart or Target. We sell to them and they sell to you." "The guarantees on are website are only for those who purchase from from the website." In other words, US customers only.
5. The customer service rep from REL says that she’ll "maybe" bring this poor experience up to her supervisor. "Sorry. Have a nice rest of the day!"

I found a deal on a JL Audio Fathom and it’s on the way. I think you should vote with your dollars when it comes to service. I’m going to enjoy the Fathom so much more now. Thanks for reading!
drhee39
mofimadness's avatar
mofimadness
4,992 posts
 
Since I have a unique insight into this, (I was a dealer in the USA for many years), this is what should have happened:

1.  Customer contacts dealer and tells him what happened.
2.  Dealer contacts his REP, (not the factory) and tells him.
3.  The Rep contacts the factory to tell them and arranges an exchange.
4.  Factory ships out new product and arranges pick up of damaged one.
5.  Customer re-boxes damaged one for pickup.
6.  New one arrives and damaged one is picked up.

All of this should have happened with 7-10 days total from start to finish.  Most factories, (unless an one or two man operation, i.e. small) really aren't equipped to deal direct with the customer, that's what Reps are for.  They get paid for doing this.  They are the liaison between the dealer, the customer and the factory.

I could write a book about all the dealings and inner workings of this business and have never had a problem if handled this way.  I probably know more about this than most.

I, of course, can only speak to the USA market.  Not sure how it's handled in Canada, but it should be pretty much the same.

So, in my opinion, the dealer dropped the ball, or went the wrong direction.  Maybe he just didn't know or thought he was doing the right thing.

Sorry this happened.  It should have been handled smoothly and with very little problem...
mickeyb
576 posts
 
It’s par for the course. I hear it everyday from subcontractors. It’s never anyone’s fault. Such a shame we live in a world where no one can accept responsibility. 
I’m going to start recording face to face meetings  from now on. Glad you went with someone else. 
Cheers 
scorpio1951
189 posts
 
I agree with mofimcadness. I reaffirm my previous post as to liability in the U.S. I don't know Canadian law. But with 40 years experience as a lawyer, we do live in a world where it seems that no one wants to accept responsibility. But we are often looking for someone to blame when something goes wrong. As I pointed out in my previous post, under American law there are three possible sources of liability. And there is as described no possible liability on the consumer. 


m-db's avatar
m-db
984 posts
 
drhee39 I have felt your dismay and disgust over this transaction. 

With all due respect and thanks for being here to scorpio and mofi, the American or Canadian law who would most likely turn down representation with so little financial value at stake and those brick and mortar or electronic dealers of the high fidelity industry whose service after the sale provide nothing but artful finger pointing, GFY's.

Anything of value to be shipped should be addressed including your phone number to your nearest depot of the shipper (UPS FedEX or whomever) were it can be inspected before signing, for damages BEFORE its acceptance.

In the event of any suspected damage due to the visible damage to the carton or actual damage to its contents the item has not been delivered to you.  
Contact your credit card immediately to inform them of the situation and take THEIR direction going forward.

When you've resolved this matter think about purchasing a product actually made by companies in the US, Canada, or the EU who don't remotely manage offshore manufacturing a flakey distribution network and whose only recent technical achievement is its longevity in the subwoofer market.
maritime51's avatar
maritime51
1,288 posts
 
FedEx will softly whisper, “Carmack Amendment.”  The seller will join with shipment contract. The manufacturer will advise lack of prvity, and you are an incidental “party.”  Sum: you got lucky even though it doesn’t feel like it. 
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