Tuesday
Dec232008
Another case of a business doing right
Tuesday, December 23, 2008 at 9:08AM
My parents bought my fiancée and I the Onkyo HT-S4100 home theatre package for Channukah this year. I was very excited and surprised that they sprung for this gift and for that I am truly thankful -- But they aren't the business I'm referring to in the title of this post.
The site they purchased the system from was Accessories4Less.com. I found them on one of the deal sites because they had a great promotion going on. The whole package, including shipping was cheaper than anywhere else.
After my parents ordered the unit, it shipped and arrived in a very short period of time and they brought it out for our family celebration. It was 65 lbs so it was not so easy to wrap. Instead, my parents gave me some rope in my wrapped package (to tie the trunk closed). I opened it up a couple days after getting it and hooked it all up.
At first turn on, it was excellent. 5.1 surround sound with my iPod in the dock and with the radio but then a loud hum started. I thought it was a ground issue, maybe in the speakers. After checking it out, I realized it was actually coming from the receiver itself. Since this didn't sound good so I tried called Onkyo. They didn't answer on their support line -- in fact I kept getting disconnected. I then emailed Accessories4Less.com and asked them what I should do. I didn't want to send the sixty five pound package back.
Larry and Mark from the site responded in under 24 hours:
Not only did they give me the info to get only the receiver repaired, they sent me a pre-paid label from UPS to send the device in for free repair. They didn't have to but they did. I haven't sent the device back to Onkyo yet but my hope is that the repair goes just as easy as getting the info was.
I'll let you know where I end up but I wanted to share with you yet another company that knows that customer service is what keeps people coming back, not just the lowest price.
The site they purchased the system from was Accessories4Less.com. I found them on one of the deal sites because they had a great promotion going on. The whole package, including shipping was cheaper than anywhere else.
After my parents ordered the unit, it shipped and arrived in a very short period of time and they brought it out for our family celebration. It was 65 lbs so it was not so easy to wrap. Instead, my parents gave me some rope in my wrapped package (to tie the trunk closed). I opened it up a couple days after getting it and hooked it all up.
At first turn on, it was excellent. 5.1 surround sound with my iPod in the dock and with the radio but then a loud hum started. I thought it was a ground issue, maybe in the speakers. After checking it out, I realized it was actually coming from the receiver itself. Since this didn't sound good so I tried called Onkyo. They didn't answer on their support line -- in fact I kept getting disconnected. I then emailed Accessories4Less.com and asked them what I should do. I didn't want to send the sixty five pound package back.
Larry and Mark from the site responded in under 24 hours:
Dear Jesse Middleton,
I apologize about the problem that you are experiencing with your Onkyo receiver. As this receiver is part of a package, it needs to be sent in for service. We will email you a prepaid label to have the unit sent to United Radio Service in Syracuse NY. They will repair the unit and return it back to you. Please be sure to include a copy of your invoice in the box along with a description of the problem that you are having. The receiver must be reboxed in the original box with the original packaging. If you need to you can cut the box down to fit just the receiver. You do not need to include the remote, manual, etc..
Please look for an email from UPS and this will allow you to print the label. Once this is done, all that you need to do is drop the package off at any UPS shipping location.
If you need anything else, please let me know.
Thank you
Larry Beck
Shipping Manager
Not only did they give me the info to get only the receiver repaired, they sent me a pre-paid label from UPS to send the device in for free repair. They didn't have to but they did. I haven't sent the device back to Onkyo yet but my hope is that the repair goes just as easy as getting the info was.
I'll let you know where I end up but I wanted to share with you yet another company that knows that customer service is what keeps people coming back, not just the lowest price.
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