ComplaintsforParts Express

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Dayton Audio UM10-22 10" Ultimax subwoofer through Dayton Audio's official Ebay account for $166.43 on October 24, 2023. Unfortunately, around the end of November, about a month after install, the subwoofer started making some mechanical noises. The subwoofer was defective, and I saw on the Dayton Audio site that it had a 5-year warranty, so I decided to give them a call. On the phone, the Dayton Audio (DA) Rep found my order number and asked me a few questions about my setup. I told him the details of my setup and he approved a return authorization on December 1, 2023, and gave me a shipping label on December 6, 2023. When a DA Rep received and assessed my subwoofer, he told me that the subwoofer would not be covered under the warranty. When I asked him what exactly was wrong with the speaker (because it looked brand new from the exterior other than mechanical noise when it played), he told me that the glue on the voice coil had failed, causing the coil to unwind and become loose in the gap (making the mechanical noise) and that "Glue from the triple joint broke off in large sections between the spider & former". To me, this sounds like there's an obvious issue with the particular glues they're using to manufacture this subwoofer. Making it a manufacturer defect that should be covered under their warranty. When I asked if I could receive my subwoofer back, the DA Rep told me that in order to assess the subwoofer it was "dismantled (destroyed)" so I couldn't even get the speaker back, they kept it. I don't think it's fair that Dayton Audio can advertise a 5-year warranty then not honor it. I was not given an offer for a refund or anything, and I wasn't even able to get my subwoofer back. That's $166.43 down the drain. I also don't think it's fair that I can send in my defective speaker under "warranty", and they just get to keep my property if they decide the warranty doesn't cover it. I want the subwoofer replaced under warranty or my money back.

  Business response

  01/16/2024

  I reviewed the correspondence to and from our customer and I see that while we explained in detail the technical evaluation of his returned speaker, we did not provide a clear cause of the speaker failure.

  
  The failure was caused due to either the user overpowering the unit or using it in an improper cabinet size or port tube which can create high excursion, both of which result in the outcome detailed in the next paragraph. The manufacturer refers to this as “mis-use” and is not a manufacturing defect.

  
  The returned speaker arrived with a burnt odor which is indicative of a overheating/overpowering. In this condition, the speaker is no longer in a useable state. The speaker was then opened for physical inspection which resulted in this assessment: “The voice coil former experienced a substantial thermal load, resulting in the failure of the voice coil adhesive. As a consequence, the voice coil unwound from its former within the magnetic gap. Additionally, segments of the triple-joint glue joint severed in sections between the spider and the voice coil former. Lastly, the tensile leads exhibit signs of significant thermal load”.  This is important for the customer to be aware of as he can create the same outcome with a new speaker if he does not adjust the above factors.

  We are audio lovers at Parts Express and want him to get back up running. While his concerns are not a manufacturer defect, we will happily send him a new unit and strongly encourage him to monitor his power settings, evaluate his box size, and port tube selection to avoid a repeat occurrence as a repeat replacement would not be covered. Please feel free to speak with our speaker experts at ************ for advice so that you can fully enjoy your replacement (************).

  Customer response

  01/17/2024

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

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an item called "Speaker Grill Cloth Fabric" from parts-express.com in a quantity of 2. I received a roll of woven plastic, not cloth. This product is not as described and not usable. I contacted customer service and was told I could not return the product because it was a custom cut. I should not have to eat the cost of a product when it was not described properly.

  Business response

  12/30/2021

  Business Response /* (1000, 5, 2021/12/23) */ Contact Name and Title: *** ******* **** Contact Phone: XXXXXXXXXX Contact Email: ****@parts-express.com Thank you so much for reaching out. We are processing a full refund immediately. Please feel free to dispose of the product. While we do not accept returns for custom cut products such as the fabric, we certainly make exceptions in the case of dissatisfaction and I sincerely sorry we failed to service you properly in this circumstance. We are investigating if we may have either sent the wrong part to you or if they manufacturer has changed this item. I hope you will accept my genuine apologies. Consumer Response /* (2000, 7, 2021/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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