Halfflacid Posted June 24, 2023 Posted June 24, 2023 Hi guys, Purchased a pair of Focal Clears Pro two years ago in Jan 2021 from Addicted to Audio. Left driver blew itself last month, 4 months outside of the supposed 2 year warranty. After a bit of digging over here and headfi, a focal rep said all headphones have 5 years manufacturers warranty. Either way A2A said they would do a once off repair outside of warranty. It's been 3 weeks since I've sent in my headphones, with no further updates. Emailed them for an update 3 days ago with no response and have read a few reviews on productreview.com saying their warranty support isn't the best. Just wondering if any you guys can chime in with your warranty experiences with them. Thanks :) 1
rantan Posted June 24, 2023 Posted June 24, 2023 A2A. Why am I not surprised? I really hope this works out for you so good luck. 2
audiofeline Posted June 24, 2023 Posted June 24, 2023 I have had many electronics repairs take far longer than 3 weeks to be completed (none at A2A). However, I do think it reasonable customer service to respond to your queries and to give you approx. timeline for the repair, with updates if there are delays. Unfortunately, that hasn't occurred for most of my electronics repairs either.
Hydrology Posted June 24, 2023 Posted June 24, 2023 As has been said above, 3 weeks isnt unreasonable, especially at the moment with the hangover of the pandemic. But of course letting a client know they havent been forgotten does help a LOT 4
Halfflacid Posted June 26, 2023 Author Posted June 26, 2023 I'm really not too fussed about the wait. It's the lack of communication like audiofeline has mentioned. 2
Addicted to music Posted June 26, 2023 Posted June 26, 2023 (edited) On 24/6/2023 at 6:39 PM, Hydrology said: As has been said above, 3 weeks isnt unreasonable, especially at the moment with the hangover of the pandemic. But of course letting a client know they havent been forgotten does help a LOT Every industry has been effected, not just audio. We have a SLA of 2-4hrs, my clients are lucky if I showed up the next day! We are that understaffed it’s not funny, getting staff and advertising is another issue and they are looking overseas as number of positions can’t be filled! I’ve got to the stage that I can’t do it all! And I can’t be everywhere at once. I have 4 levels of management looking over my shoulder, where last Wednesday I was promised to be at 3 places that afternoon! So much for FIFS (1st in 1st serve) I dont informed the client I’m not coming as I didn’t make those commitment, all I can do is look at what’s on the screen, I don’t even answer the phone anymore because every time I pick up it’s a demand for an ETA that I can’t promise; when you go out on site, it usually takes longer and sometimes way longer when other areas need attending to, all I can say is an approximate, and if they don’t like it, contact the powers to be! The flow on effect is just lack of staff there’s also the supply chain, spare parts is now a headache where we are becoming innovative… You can also forget the construction industry as “The Victorian Big Build “ has taken a lot of resources and you’re lucky to get a tradie. Edited June 26, 2023 by Addicted to music 1
mbz Posted June 26, 2023 Posted June 26, 2023 I'd be "glass half full" on this one, glad that they agreed to repair under warranty. As above, everyone is short staffed and over worked, the last thing they need is to answer customer questions on when... Give them 3 months and be happy when the unit is returned. 1
rantan Posted June 27, 2023 Posted June 27, 2023 2 hours ago, mbz said: Give them 3 months and be happy when the unit is returned. It would seem that you and I have very different ideas about what time frame should be for repairs to be completed. There months is frankly ridiculous and honest/regular communication from the repairer is king. 1
Halfflacid Posted June 29, 2023 Author Posted June 29, 2023 Received an email last night that my headphones are repaired and they tried to contact me earlier but there was an email issue... And that is the exact reason why I followed up lol.
Kaynin Posted June 29, 2023 Posted June 29, 2023 Why does the Focal rep say 5 year warranty but A2A only honours 2? Why am I not surprised?
GregWormald Posted July 1, 2023 Posted July 1, 2023 On 30/06/2023 at 7:50 AM, Kaynin said: Why does the Focal rep say 5 year warranty but A2A only honours 2? Often warranties differ from country to country due to import agreements, so you'd have to know where the Focal rep was situated, who services the product, and whether it would be sent back to the manufacturer.
POV Posted July 2, 2023 Posted July 2, 2023 On 24/6/2023 at 3:23 PM, rantan said: A2A. Why am I not surprised? I really hope this works out for you so good luck. What is the actual basis for this Addicted to Audio hate? I have had nothing but excellent service from the Adelaide store. I’ve had 2 warranty issues and both have been dealt with professionally and promptly in a way that I do not think any reasonable person could complain about. 2
Kaynin Posted July 2, 2023 Posted July 2, 2023 12 minutes ago, POV said: What is the actual basis for this Addicted to Audio hate? I have had nothing but excellent service from the Adelaide store. I’ve had 2 warranty issues and both have been dealt with professionally and promptly in a way that I do not think any reasonable person could complain about. People either seem to love or hate them - https://www.productreview.com.au/listings/addicted-to-audio I will say though, that’s a very high percentage of 1 star reviews.
POV Posted July 2, 2023 Posted July 2, 2023 (edited) They have over 100 5 star reviews… All I can say is that the service I have received from them has been great. Maric at the Adelaide store has always looked after me. Far better than I ever got got from a certain Perth store… Edited July 2, 2023 by POV
POV Posted July 2, 2023 Posted July 2, 2023 4 minutes ago, Kaynin said: People either seem to love or hate them - https://www.productreview.com.au/listings/addicted-to-audio I will say though, that’s a very high percentage of 1 star reviews. you said ‘why am I not surprised’. Have you ever actually dealt with them?
Kaynin Posted July 2, 2023 Posted July 2, 2023 3 minutes ago, POV said: you said ‘why am I not surprised’. Have you ever actually dealt with them? Yep, certainly have.
POV Posted July 2, 2023 Posted July 2, 2023 Just now, Kaynin said: Yep, certainly have. Ok…care to elaborate on what the problem was?
Kaynin Posted July 2, 2023 Posted July 2, 2023 7 minutes ago, POV said: They have over 100 5 star reviews… All I can say is that the service I have received from them has been great. Maric at the Adelaide store has always looked after me. Far better than I ever got got from a certain Perth store… Yep I bet most of those 5 star reviews are based on purchase alone, and having read the 1 star reviews that’s post-sale experiences. Stoked that your experience was wonderful, clearly not everyone’s is. Keep flying that flag though, you have every right.
Kaynin Posted July 2, 2023 Posted July 2, 2023 2 minutes ago, POV said: Ok…care to elaborate on what the problem was? It’s well recorded on the net over numerous pages. Feel free to google. Been down that track of engaging their fan bois, not anymore. Each to their own. You asked where the hate comes from, I provided a link that shows a good basis for it. You can choose to see what you want to see.
POV Posted July 2, 2023 Posted July 2, 2023 (edited) 7 minutes ago, Kaynin said: It’s well recorded on the net over numerous pages. Feel free to google. Been down that track of engaging their fan bois, not anymore. Each to their own. You asked where the hate comes from, I provided a link that shows a good basis for it. You can choose to see what you want to see. I swear sometimes I wonder if folks on this forum actually want to be destructive. We need more bricks and mortar retailers not less and a forum like this has reach. The innuendo here is that there’s some kind of problem yet you won’t elaborate. WTF do you mean fan boi? I’m just reporting my experience…nothing more. It doesn’t take long back on this forum to be reminded why I don’t enjoy it. It’s exactly this kind of crap. If there’s an issue then call it out, if not drop the BS innuendo. EDIT: googled ‘Kaynin Addicted to Audio’ and low and behold got nothing. Edited July 2, 2023 by POV 2
klm Posted July 2, 2023 Posted July 2, 2023 58 minutes ago, POV said: They have over 100 5 star reviews… All I can say is that the service I have received from them has been great. Maric at the Adelaide store has always looked after me. Far better than I ever got got from a certain Perth store… I get at least 10 emails every day asking if I want 5 star reviews generated for my business in order to generate “more sales and a higher google ranking”. It’s the latest social media buzz along with dating Ava and various other wizardry best left unimagined. I’m sure ATA hasn’t engaged in that underhand behaviour but it is clearly available to the desperate, as is Ava. 1
Kaynin Posted July 2, 2023 Posted July 2, 2023 1 hour ago, POV said: EDIT: googled ‘Kaynin Addicted to Audio’ and low and behold got nothing. Fair enough, you’re the expert.
POV Posted July 2, 2023 Posted July 2, 2023 (edited) 20 minutes ago, Kaynin said: Fair enough, you’re the expert. So laugh at me and make a vague but derisive comment yet still provide nothing of substance. You said google it…I googled it and didn’t find anything. I think we are done here. Good luck with your retailer hate. Edited July 2, 2023 by POV 1
agisthos Posted July 2, 2023 Posted July 2, 2023 5 hours ago, POV said: They have over 100 5 star reviews… All I can say is that the service I have received from them has been great. Maric at the Adelaide store has always looked after me. Far better than I ever got got from a certain Perth store… Because the Adelaide store is not run by Addicted to Audio, it’s a seperate high retailer that represents their products in this state. Years ago Addicted to Audio had a section in Denis White. It has since moved to where it is now (along with Maric).
Guest Posted July 2, 2023 Posted July 2, 2023 The actual topic appears to have been resolved, and the rest of the discussion is just speculative and non-constructive. 1 1
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