A letter from Crutchfiled To All the Subwoofer Users - [Merged]
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From: chagrin falls, ohio
Clarion subwoofer repair
Has anyone heard from Sanjay Sharma the product specialist at Clarion about the RFI filter kit that is supposed to repair noise and reception on our subwoofers. I sent him a e-mail to the address that was supplied, but i haven't heard from him nor have i received the kit. Did anyone receive the kit yet??--Jim
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Joined: Mar 2002
Posts: 11,153
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From: Selden NY
They sent me the RFI Fix and it didn't help enough 
I even went and bought two more RFI's from Radio Shack $4.99 each. Again no improvement, may have got worse ?
I just wrote Crutchfield and sent along about 50-75 posts (including this one) showing how many of us are having problems. I also told them WE WOULD CONSIDER an equal OR SUPERIOR alternative system for our application for the same price.
I also found this on their Web Site:
FREE technical support for life:
Step-by-step help: 16 hours a day, 7 days a week. Whether it's a VCR flashing "12:00" or a complex car security installation, our technical support staff is ready to help you set up and use the equipment you buy from us. Our helpful expert Product Advisors are ready to answer your questions and offer advice.
I think it's time for everyone to hammer them with emails, and DEMAND A FIX OR EQUAL PRODUCT.
To be continued......
I even went and bought two more RFI's from Radio Shack $4.99 each. Again no improvement, may have got worse ?I just wrote Crutchfield and sent along about 50-75 posts (including this one) showing how many of us are having problems. I also told them WE WOULD CONSIDER an equal OR SUPERIOR alternative system for our application for the same price.
I also found this on their Web Site:
FREE technical support for life:
Step-by-step help: 16 hours a day, 7 days a week. Whether it's a VCR flashing "12:00" or a complex car security installation, our technical support staff is ready to help you set up and use the equipment you buy from us. Our helpful expert Product Advisors are ready to answer your questions and offer advice.
I think it's time for everyone to hammer them with emails, and DEMAND A FIX OR EQUAL PRODUCT.
To be continued......
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Joined: Mar 2002
Posts: 11,153
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From: Selden NY
A letter from Crutchfiled To All the Subwoofer Users
Sender : Rob
Tracking Number : T20020928001CZ1448022
Pool : Tech Support
Sent to : techsupport@crutchfield.com
Date : 9/27/02 10:10 PM
_____
Hello Rob,
First of all I want to cut through the BS and get a few things straight. We sold you and 394 other customers this type of Clarion subwoofer. Of these, 205 have been to F150 owners and 6 of those have come back to us because they were defective. Even so, we have taken the matter seriously, contacted Clarion (I spoke to a head engineer there myself yesterday), and tried to offer the only solution we have been given.
This is NOT going to be a situation where the squeaky wheel gets
greased. We will do everything within our power to obtain and provide a resolution, if none is to be found, we will offer a refund to all affected customers. This is not a situation where we were aware that a problem existed before we sold the unit. We found out when we started to receive complaints from customers such as yourself. The first we heard that Clarion knew about it was in the same E-mail that you received from Clarion Canada. Since then we have spent several hours on the phone with Clarion trying to decide how to proceed. Yesterday they finally agreed to send us 50 of the ferrite cores so we didn't have to refer people to radio shack for them. It's a small step, but in the corporate world, you wont get a major leap. This is not the final extent of how far we are willing to go, just what we have done in the short amount of time we have known of the problem.
I wholeheartedly agree that there are many people out the trying to make these work instead of sending them back to us, but I think you should included US in that group that is trying to make the situation better, not worse. Just because you cannot see all the efforts we are going to in order to push Clarion, doesn't mean we are sitting on our hands. I have discussed the whats, whys, and hows of this problem with more people this week than I can count. If it seems like I am taking this personally, you are right. I have spent hours on this one problem in the
past few days, just trying to make our company and Clarion understand how pressing a resolution is, now I listen to you tell me that we are uncaring company makes me question why I did it.
Clarion claimed on Thursday that they were sending us the cores to send out to our customers in need, so we should have them early next week. Feel free to post this fact on the F150 site. Anyone who purchased this piece from us who is already experiencing the problem will be sent one upon request. As a matter of fact, the people I hear from, the more pull I will have in dealing with Clarion. Feel free to post my E-mail address
<mailto:keithp@crutchfield.com> keithp@crutchfield.com on the site. I would love to have as much feedback as possible from people who have the problem and have found anything that has helped minimize it. Just ask them to include their order number in the mail somewhere.
As far as legal action goes, feel free to do what you feel is necessary, but I think as long as we are offering you money back for the product, we don't have much to be concerned with.
Hopefully over the weekend I get some more information to work with. I am having one of these unit pulled from our inventory to see what I can figure out myself, so I will start on that next Tuesday. Im sorry that a resolution isn't on the immediate horizon. All I can tell you is we as a corporation, and myself as an individual are doing everything we can in an attempt to resolve the issue. I will be in touch with you as possible solutions arise.
Thank you
Keith
Crutchfield Technical Support
<mailto:techsupport@crutchfield.com> techsupport@crutchfield.com
Tracking Number : T20020928001CZ1448022
Pool : Tech Support
Sent to : techsupport@crutchfield.com
Date : 9/27/02 10:10 PM
_____
Hello Rob,
First of all I want to cut through the BS and get a few things straight. We sold you and 394 other customers this type of Clarion subwoofer. Of these, 205 have been to F150 owners and 6 of those have come back to us because they were defective. Even so, we have taken the matter seriously, contacted Clarion (I spoke to a head engineer there myself yesterday), and tried to offer the only solution we have been given.
This is NOT going to be a situation where the squeaky wheel gets
greased. We will do everything within our power to obtain and provide a resolution, if none is to be found, we will offer a refund to all affected customers. This is not a situation where we were aware that a problem existed before we sold the unit. We found out when we started to receive complaints from customers such as yourself. The first we heard that Clarion knew about it was in the same E-mail that you received from Clarion Canada. Since then we have spent several hours on the phone with Clarion trying to decide how to proceed. Yesterday they finally agreed to send us 50 of the ferrite cores so we didn't have to refer people to radio shack for them. It's a small step, but in the corporate world, you wont get a major leap. This is not the final extent of how far we are willing to go, just what we have done in the short amount of time we have known of the problem.
I wholeheartedly agree that there are many people out the trying to make these work instead of sending them back to us, but I think you should included US in that group that is trying to make the situation better, not worse. Just because you cannot see all the efforts we are going to in order to push Clarion, doesn't mean we are sitting on our hands. I have discussed the whats, whys, and hows of this problem with more people this week than I can count. If it seems like I am taking this personally, you are right. I have spent hours on this one problem in the
past few days, just trying to make our company and Clarion understand how pressing a resolution is, now I listen to you tell me that we are uncaring company makes me question why I did it.
Clarion claimed on Thursday that they were sending us the cores to send out to our customers in need, so we should have them early next week. Feel free to post this fact on the F150 site. Anyone who purchased this piece from us who is already experiencing the problem will be sent one upon request. As a matter of fact, the people I hear from, the more pull I will have in dealing with Clarion. Feel free to post my E-mail address
<mailto:keithp@crutchfield.com> keithp@crutchfield.com on the site. I would love to have as much feedback as possible from people who have the problem and have found anything that has helped minimize it. Just ask them to include their order number in the mail somewhere.
As far as legal action goes, feel free to do what you feel is necessary, but I think as long as we are offering you money back for the product, we don't have much to be concerned with.
Hopefully over the weekend I get some more information to work with. I am having one of these unit pulled from our inventory to see what I can figure out myself, so I will start on that next Tuesday. Im sorry that a resolution isn't on the immediate horizon. All I can tell you is we as a corporation, and myself as an individual are doing everything we can in an attempt to resolve the issue. I will be in touch with you as possible solutions arise.
Thank you
Keith
Crutchfield Technical Support
<mailto:techsupport@crutchfield.com> techsupport@crutchfield.com
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Senior Member
Joined: May 2000
Posts: 1,429
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From: SoCal
Hey rob..thanks for all your help, but it sounds like you attacked crutchfield without reason. I have found that their customer service is good, even though their prices are generally insanely outrageous. They do not manufacture this product, and are not really responsible for problems with it, other than offer a refund, which they have. They are not responsible for offering a similar product for the same price.
It sounds like they really are trying to help us out so let's see what happens.
Again thanks, but remember to keep those emotions in check sometimes. Not that I should talk. I've been known to get rather hot-headed once or twice.
It sounds like they really are trying to help us out so let's see what happens.
Again thanks, but remember to keep those emotions in check sometimes. Not that I should talk. I've been known to get rather hot-headed once or twice.
Senior Member
Joined: Sep 2002
Posts: 359
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From: TX
As far as legal action goes, feel free to do what you feel is necessary, but I think as long as we are offering you money back for the product, we don't have much to be concerned with.
Junior Member
Joined: Sep 2002
Posts: 1
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Rob, it sounds like you were being more than harsh!?! Crutchfield is right! You can't go attacking a business and expect force to get you anywhere. They seem to be working hard on making everything work out for you. Sounds like you were just being rude! You got what you deserved. Next time, hopefully, you will act with some common courtesy.
Can't believe you threatened them with a law suit! I would check the laws before you type next time. Crutchfield is not liable for your problem. Clarion is.
Can't believe you threatened them with a law suit! I would check the laws before you type next time. Crutchfield is not liable for your problem. Clarion is.
Senior Member
Joined: Mar 2002
Posts: 11,153
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From: Selden NY
I got a response out of them didn't I 
I don't see anyone else doing anything about OUR PROBLEM.
Joe was our best bet, and he returned his subwoofer and decided enough was enough.
And just for the record I did apologize and thank Keith VERY VERY MUCH for his help in this matter, we're Pal's now, RELAX
I don't see anyone else doing anything about OUR PROBLEM.
Joe was our best bet, and he returned his subwoofer and decided enough was enough.
And just for the record I did apologize and thank Keith VERY VERY MUCH for his help in this matter, we're Pal's now, RELAX
Senior Member
Joined: Mar 2002
Posts: 11,153
Likes: 0
From: Selden NY
Thanks Gator and ****,
At least SOMEONE appreciates my hard work.
I wonder if everyone thinks Crutchfield was gonna automatically email them with some magic fix IF IT WASN'T FOR MY NASTY LETTERS. "And ME getting Clarion of Canada involved".
Ya any of you could of, and I'm sure did, write them. But it wasn't until Canada got involved and filled them in about the problem, that they finally acknowledge THERE IS A PROBLEM. Thanks to my nasty letters they know about ALL OF YOU and YOUR PROBLEMS, and the F-150 Post.
DO YOU THINK THEY WANT THE WORLD READING ALL OF THIS ???
NO THEY DON'T
I'll smooth things out with Keith, the rest of us need to write him like he asked so he has some ammo to go back at Clarion with.
At least SOMEONE appreciates my hard work.
I wonder if everyone thinks Crutchfield was gonna automatically email them with some magic fix IF IT WASN'T FOR MY NASTY LETTERS. "And ME getting Clarion of Canada involved".
Ya any of you could of, and I'm sure did, write them. But it wasn't until Canada got involved and filled them in about the problem, that they finally acknowledge THERE IS A PROBLEM. Thanks to my nasty letters they know about ALL OF YOU and YOUR PROBLEMS, and the F-150 Post.
DO YOU THINK THEY WANT THE WORLD READING ALL OF THIS ???
NO THEY DON'T
I'll smooth things out with Keith, the rest of us need to write him like he asked so he has some ammo to go back at Clarion with.