11-Dec-2015, 18:33
Just a warning to those of you buying based on the "45-day, no questions asked return" guarantee that's all over their website.
I love the products (with two major caveats, one being the wireless range sucks, so half of my units wouldn't connect). Their returns process is BEYOND PAINFUL.
-I returned three Phantom silvers back in September and October. They confirmed receipt in late October.
-I'm STILL waiting for them to post the return as of today, more than 45 days later!?!
-Despite the customer service person in NY confirming that they received the return and are going to process the return, Paris was so disorganized they didn't even know they had received the return until I sent them their own UPS tracking numbers for their UPS account.
-They still can't count to three to calculate the return.
-The email thread is literally 70+ emails long with frequent promises of refunds that never happen
-Even though they advertise a "no questions asked" guarantee...they send a five page RMA form they want you to fill out when you ask for a return.
I'm now sitting with a partial refund, I had to protest the charges with my credit card company, and countless hours of time wasted.
My conclusion: it's a beautifully designed product, with amazing audio, poor wireless range, and even worse software.
Their amateurish customer service and returns process though is embarrassing.
It would make me think twice before buying more from them...
I love the products (with two major caveats, one being the wireless range sucks, so half of my units wouldn't connect). Their returns process is BEYOND PAINFUL.
-I returned three Phantom silvers back in September and October. They confirmed receipt in late October.
-I'm STILL waiting for them to post the return as of today, more than 45 days later!?!
-Despite the customer service person in NY confirming that they received the return and are going to process the return, Paris was so disorganized they didn't even know they had received the return until I sent them their own UPS tracking numbers for their UPS account.
-They still can't count to three to calculate the return.
-The email thread is literally 70+ emails long with frequent promises of refunds that never happen
-Even though they advertise a "no questions asked" guarantee...they send a five page RMA form they want you to fill out when you ask for a return.
I'm now sitting with a partial refund, I had to protest the charges with my credit card company, and countless hours of time wasted.
My conclusion: it's a beautifully designed product, with amazing audio, poor wireless range, and even worse software.
Their amateurish customer service and returns process though is embarrassing.
It would make me think twice before buying more from them...
