ComplaintsforPrv Audio Group, Inc

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought speakers from Prv audio and they came deffective. They all broke within the first 15 minutes of working. I contacted them about their waranty that it comes with and they said they would honor the warranty. With this they are making me pay shipping for a 60 pound box which is a lot of money for how far I am shipping. I have contacted them about this a couple of times but they have not tried to make it easier for me. Right now I am looking for either a full refund and shipping label to return the product. I would also accept if they would just take in the speakers to work on them and have me not pay for shipping.

  Business response

  11/15/2023

  The customer originally requested warranty for the following item: *** Chuchero 210-290. 
  

  Per our warranty policy regarding speakers, the type of issue described, is not covered. 

  Please see our warranty policy below:

  *** Audio Limited Component Warranty
  *** Audio warrants that all new Speakers, Tweeters, Compression Drivers and repair kits are free from any manufacturing defects in materials or workmanship under normal usage for a period not to exceed (1) year from the original purchase date. That is, the date the speaker leaves the *** Audio warehouse. This warranty is valid for the original purchaser and is not transferable. Be prepared to provide receipt of purchase if requested.
  If for any reason service is needed to be performed under this warranty, *** Audio will repair or replace the defective equipment to be returned functioning. If the speakers were working, then suddenly stopped playing or started to make noise, there is a good chance the voice coil has become damaged. This can happen in many ways but in any case, it is not covered under warranty. The warranty will only cover manufacturing issues. All speakers believed to be defective must be sent back for our review to verify any manufacturing defects.
  How to return your component for warranty review
  In the event you need to return your *** Audio speaker for review you must first obtain a Return Authorization (**) number. Complete the form below in its entirety. Once the information for the ** request has been received, we will send a reply with instructions to send the defective speaker for warranty repair, providing it is still within the warranty period. Please be sure to diagnose your speaker thoroughly. Speakers found to have no defects may be charged return shipping. Pack the speaker very well to prevent shipping damage. Write your assigned ** number on the outside of the shipping box for identification purposes.
  If the voice coil is found to be damaged you will be responsible for purchasing a repair kit, repair fee and or return shipping costs. If no repair kit is available for your product a new product will need to be purchased. If there is no issue found, you may be responsible for return shipping.
  What is not covered under this warranty
  Burned voice coils from overheating or DC voltage.
  Broken speaker baskets.
  Broken or creased cones due to abuse or other physical damage.
  Damaged dust caps.
  Broken diaphragms from low frequency.
  Previously reconed speakers.
  Broken speaker terminals.
  Complete speaker destruction.
  Fire damage, water damage, lightning strikes or other Acts of God.
  Excessive excursion causing damage to voice coil former, damage to cone or spider/suspension, damage to diaphragms from contacting the phase plug.
  Return shipping costs for speakers found to be functioning properly.
  Shipping costs to send the speakers for warranty review.
  Speakers returned without prior authorization.
  Warranty claims are normally processed within (1) week providing that products and or parts are available to perform necessary repairs in a timely manner. 

  Pay close attention to the following part regarding what is not covered:

  "If the speakers were working, then suddenly stopped playing or started to make noise, there is a good chance the voice coil has become damaged. This can happen in many ways but in any case, it is not covered under warranty. The warranty will only cover manufacturing issues. All speakers believed to be defective must be sent back for our review to verify any manufacturing defects."

  Customers complaint:

  "They all broke within the first 15 minutes of working." This tells us clearly that the speakers were functioning and then, most likely due to misuse, stopped working. When speakers stop working it's because the voice coils have failed due to misuse. 

  Also see this part about what the warranty does not cover:

  "Shipping costs to send the speakers for warranty review"

  Customer's complaint:

  "Right now I am looking for either a full refund and shipping label to return the product. I would also accept if they would just take in the speakers to work on them and have me not pay for shipping."

  However, we were willing to make an exception to allow this product to be sent back as a return instead. Please see attached communication where we provided a return label to send the item back. The item has not been sent back to use as of 11/15/2023.

   

   

   

   

   

   

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