DAVE - Digital Audio Visual Environments

I wish we could do more to help Mr. [redacted], but the warranty on both the amplifier and the speakers has been voided not by us, but by the manufacturers of each. Mr. [redacted] purchased the system on 1/31/15. On March 2 he had a problem with the system. Although normally a customer would have to...

bring non-functioning equipment into the store for service, we agreed to go to his apartment at no charge to bring in the equipment. We exchanged the receiver with a new unit, and when we sent the non-working receiver to the factory service center, they told us there was obvious abuse to the receiver, probably from over-driving the amplifier. When we told the speaker manufacturer that 2 woofers were blown, they initially were not going to replace them under warranty because, although it is possible that one woofer could be defective, they have never seen a case where 2 were defective in the same speaker - it could only occur from abuse,  most likely over-driving the speaker. We were able to convince them to cover both under warranty anyway. We returned the new receiver and repaired speaker to Mr. [redacted] at no charge. Mr. [redacted]' system again stopped working in July of this year. We again went to his apartment at no charge, in part because he was verbally abusive to my store manager. We sent the receiver to the warranty repair center, and although they did cover the unit under warranty, they had to replace the main output board, output circuit, output control circuit, and commented that it was blown due to being over-driven. This time the other speaker was blown, but it was both woofers and the tweeter. When we contacted the speaker manufacturer, [redacted], they refused to replace them under warranty, citing that the warranty does not cover abuse - in other words it is the manufacturer who has voided the warranty. We are happy to continue to work with Mr. [redacted] to try to repair his system. It is the manufacturer of the speakers who has voided his warranty despite our best efforts to convince them to cover the parts, which are available for $231.77 plus tax.