My Gray Experience

Late November of last year I wanted to upgrade from good REL T9X's that I had previously to highly regarded S510s.  I looked around on the used market, especially TMR, but wasn't finding any that were discounted enough to buy used.  Being in NW Vermont without a local dealership I looked at new on the internet and came across a company called New Age Electronics that was selling these subs at a discount, about $400 cheaper than other on-line dealers that I'd heard of before.  Their website says: "Every single item is brand new, A-Stock merchandise.That means factory-sealed - not refurbished, not a demo and not a return. We purchase all our items through the authorized dealer network for each brand, so you get a full warranty at no additional cost". I placed the order and received them in perfect condition about 2 weeks later. I pulled them out out of their cartons and hooked them up.  One worked and the other didn't.  I swapped them around and still the one sub did not have any amplification--the back panel did light up but nothing else.  I emailed New Age and the next day received a phone call  from Joshua Bennett who seems to be the main person there.  He emphasized that he would take care of me and that a prepaid label request would be sent to REL for return of the sub for repair and return to me.  I waited a week, heard nothing, and reached out again to New Age for an update. Joshua replied that they were still waiting for a reply from REL's "top executive" for the prepaid label and "unfortunately we can't force them so we want to give them an opportunity to respond on this".  I waited another 2 weeks and in my frustration directed my ire at REL's customer support email address, explaining my situation, and where was my prepaid shipping label?  Paul Magee, Western Regional Sales Manager for REL Acoustics responded the next day, expressed his sympathy for my issue but revealed that New Age Electronics is not an authorized dealer for REL as stated on their web page, https://rel.net/dealers/ and that the subs I ordered from New Age were not covered by a warranty.  I turned my attention back to New Age and confronted them via email that I learned of their deception and I wanted THEM to send a prepaid label to have this defective sub replaced.  Joshua/ New Age admitted nothing but if I sent them the sub, at my cost, they would determine that it indeed was defective, have REL repair it, and send it back.  By this time I've decided to be and done with them. The cost to send back this large 85 lb. box to them would  have been $150-300, the hassle of packing it, and when or would I  see it again?  Instead, I'm buying a replacement plate amp from REL for $625.  Paul Magee has been great and the S510 that works is sounding terrific! I'm really looking forward to hearing both!

Lesson: don't be like me and just because a website says they are an "authorized dealer" doesn't mean it's so. With regards to REL, they are not.  Check with the manufacturer directly to confirm. I ended up not saving any money, no warranty except for the replacement amp, and a big headache out of the experience.  This was a case of a "gray market" sale that might work perfectly for you unless you need warranty work