Harman International Industries Inc.

*** ***Your complaint was reviewed, per your confirmation via email, your equipment has been repaired by one of our authorized service centerWe understand that there was one final step needed, we have already spoken with the service center and cleared the issue with them and
they can now return the unit to you We understand that this process has taken a very long time, which was caused primarily due to the unit not being in stock, please rest assured that our intention at all times is to provide the best customer service possibleIn your case, we are totally in agreement that our service has disappointed you, we deeply apologize for that

F* *** *** ***
*** *** *** *** *** *** **
*** *** *** *** ***
*** *** *** *** * *** *** *** *** *** *** *** *** *** the company responded to me a while ago and problem
solved. On Thu, Jun 1, at 10:AM, Revdex.com ***> wrote:

*** *** ***We have looked into your case and decided to go ahead and complete the order for you, to avoid any further delays while we continue to investigate what happened with your shipmentThe order was already delivered to you on 6/22/17.Please accept our apologies for any inconveniences
caused

Dear *** Looking at our records, we can confirm that a replacement order was issued on 7/8/An upgrade to a different model was also provided, at no additional costThe replacement unit was delivered to your residence on 7/20/We realize that we could have resolved this issue at much
faster pace for you and sincerely apologize for any inconveniences caused

D*** *** We have reviewed your order an interactions with our customer service teamUnfortunately, your order failed our security clearance and fraud prevention screening, which is the reason why our agent called to validate certain information to process the orderThe intention of this
process is to preserve the security of our customers and there are several reasons why an order can go through this screening, none of which are associated to one’s name or nationalityAdditionally, we were able to confirm in our system that you also wanted to cancel the order, since it was not going to arrive as soon as expectedWe truly appreciate your business and please accept our sincere apologies for any inconveniences caused

Our deepest apologies for your troublesLet it be known that it is not, and never will be, Harman’s intention to waste a customer’s time and resourcesWe understand that our product/service has disappointed you and that is unacceptableWe know it’s a little late, but let us clear the air and
properly explain our speaker’s functionality The *** *** *** is advertised with the *** logo in the sense that it can take in the *** Digital signalIf the speaker did not advertised the logo then it would not be able to play a *** audio sourceTherefore if your TV/computer (using its *** sound card) was to feed audio to the *** or any other sound bar, the unit will not work unless it ha* *** Digital software built in As per the virtual surround sound feature, the *** is only a speaker system that tries to artificially create a effectIt will only work sufficiently if the speaker and listener are on-axis, meaning speaker is placed directly in front of the listening position and the listener is sitting dead center of the speaker (the sweet spot)Otherwise you will simply get a stereo effect because you are off-axis (sitting away from the sweet spot)Also keep in mind that not all sources will give you surround sound, such as the TV news channelI know this a lot to taand perhaps your current system works better, but that is how the *** functionsAlso if you pair the ***, we believe you would have gotten a better sound effect In closing, we are extremely sorry for your troubles and wished this matter could have been rectified earlier, but it is an unfortunate situation which we again apologize for

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear [redacted]
We are sorry to hear about the issues you are having with our product. Because you are within warranty, we are going to replace the product; however, it is our policy that all the malfunctioning products are returned to our Returns Center for inspection, before we can release a...

replacement.
Given that you're currently abroad, as a token of our goodwill and appreciation for your patronage we are willing to work with you and get this resolved.
We have reached out to your email directly and provided an alternative option to get this taken care of. Please respond to the email as soon as you can.
Sincerely,
Harman International

Dear [redacted], Our records show that your replacement was delivered on 1/26/2018. We sincerely apologize for the delay you're experience and we're looking further into this to identify the root cause and see where we need to improve.  Respectfully,Harman International

Dear [redacted],
After receiving the Revdex.com’s initial notification, we reviewed you case and noticed the following:
 ·         A return authorization was originally created on September 7th, 2017.
 ·         You...

fully cooperated and returned the malfunctioning speaker as instructed, however there were systemic issues in getting the replacement out to you. Once of the reasons if because we ran out of stock and this was not automatically corrected or caught by us in a timely manner. 
The good news that we were able to finally send your replacement and it was received on October 13th , 2017, tracking # [redacted]. We understand that this issue could have been resolved much faster and
our communication should have been better as well, please accept our sincere apologies for the inconveniences caused.
Respectfully,
Harman International

[redacted]
* :   Dear [redacted]   We’re very sorry to hear about this unfortunate situation. Harman stands behind the quality of our products as long...

as they’re purchased from authorized dealers.   In this case, the product was purchased through Groupon for $89.99, the retail price of this product is $499.95. We’re completely aware that this does not help your particular situation, but we’re actively working with Groupon to remediate this situation, to date, Groupon has been taking down offerings due to our requests based on copyright/trademark infringement.    Our suggestion is to contact Groupon directly so they can help you with warranty/refund options.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[redacted]
We understand that this situation has been very frustrating and we sincerely hope that this could have been resolved sooner.
We have looked into all of the interactions that you’ve had with our customer service team and have the following...

summary:
·         A return authorization was issued on your behalf with tracking # [redacted]
·         The package was never received at our returns center. The status of the tracking # kept showing “The shipment has been dropped and is now at The [redacted] as per the [redacted]
·         We filed an investigation with UPS under claim [redacted]
·         On 09/29/2017, UPS confirmed that the package was lost and issued the claims authorization form.
·         We have sent you the replacement with tracking [redacted], which was delivered on 10/05/2017. Although it has taken a long time to get this case closed and your item replaced, since we were waiting on the results of the investigation, it is our understanding that the case has finally been resolved.

I finally got through and received the [redacted] needed.  I will update once I receive credit back for the item.  i do not have faith in them.  The representative had all my emails and yet no one had gotten back to me.  I had to sit on hold until someone answered.

I am writing this to let you know that the business has contacted me and accepted my return request. The issue has been resolved for complaint ID [redacted] Thank you very much, [redacted]

From: [redacted]m] Sent: Thursday, December 29, 2016 11:45 PM T[redacted]8   Hi [redacted]
* Could you please reopen this complaint [redacted] Please see below the response for it:   [redacted], after...

receiving the complaint you filed with the Revdex.com, we looked into your interaction with our customer service team and identified that there was a mistake in the handling of your case, which we sincerely regret. The receipt you submitted should have been taken as valid proof of purchase. In order to correct the situation we’ve created a return authorization and emailed you the details on December 8th, please follow the instructions provided. Please accept our sincerely apologies for the inconveniences caused and rest assured that actions have been taken to improve our service.   Thanks in advance and Happy New Year!   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. When you finally accepted the warranty claim, I'm very pleased you went above and beyond. Thank you for that, it has definitely changed my mind about the company. 
Sincerely,
[redacted]

The statement posted on our Harman Kardon website, reads as follows “1 Year Electronic & 5 Years Loudspeaker”. To further clarify, the 1-year warranty covers the amplifier and subwoofer, the 5 years warranty covers the passive speaker components within the unit/loudspeaker. After...

conducting troubleshooting our team, determined that the subwoofer had a blinking white light, which falls under the 1-year warranty period. As a solution, we referred [redacted] to an authorized service center. We are aware that the service center informed the customer, they no longer support our products, and since we have initiated the process to remove that company from the list of authorized service centers. Because the unit is out of warranty, we asked the customer to pay for shipping to send the unit to a second service center we referred him to, but after conversations with [redacted] we went ahead and provided him with a prepaid shipping label.   In closing, we are extremely sorry for your troubles and wished this matter could have been rectified earlier, but it is an unfortunate situation, which we again apologize for.

[redacted]We are very sorry for the experience that you’ve had with our customer service team. We reviewed your case and agree that your refund request should have been resolved much sooner.  Due to a system error, your refund did not automatically process through [redacted] as they are on a...

different payment system. You refund was processed yesterday and it should reflect in your account soon. We deeply apologize for any inconvenience this has caused.

[redacted]After further research into your case, we were able to identify that a system error occurred which prevented your refund to be successfully completed. The frontend system that our customer service team was looking at showed it was completed; however it was not released in the...

backend. We sincerely apologize for the inconveniences caused. We have processed your refund, it should take 2-3 business days for it to post depending on your bank, however if you contact them, they would be able to see it as it's already done on our end.