41 of 49 people found the following review helpful
Amazon Great! JBL Customer Service Horrible!,
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This review is from: JBL CS6100BG High-Performance Complete 6-Piece Home Theater Speaker System with Brackets (Black Gloss) (Electronics)I bought this home cinema speaker system because I've been using JBL speakers since the 1970's when I owned the JBL L-100 Studio Monitor speakers. In those days JBL built their products here in CA and their products were famous for being durable and sounding great. Not any more!!! These 'satellite' speakers are built in CHINA and really show the quality difference. The center channel speaker was defective on delivery. Nothing but static came from it while all the others worked fine. I changed speakers around to make sure it wasn't the wiring, it wasn't. The JBL instructions recommended sending any bad components back to JBL, not to the retailer. This is where things went horribly wrong. I followed their instructions to the letter: I faxed the problem description to JBL customer service. They responded in a few days (should have been sooner) telling me to pack the bad speaker in the original packing and send it to Harman Inc. in Atlanta. This required me to break up the original packing for full system and use the styrofoam for the center unit. JBL said they'll email me when they receive the bad speaker. UPS sent me a delivery confirmation in 4 days. When I called JBL (Harman) in Atlanta on the 5th day, guess what? "Sorry sir we haven't received your speaker!" I said, "I have the delivery confirmation from UPS right here and it was received by Dewey (or someone like that) with his signature on your loading dock yesterday." The customer service person (In India) said he'll check and get back to me via email. 4 days later, still no response. I try the same thing again. Another agent in India says the same thing. He says he'll email me when they show the speaker "in their system". Another 5 days go by, no email. I give it one more try with the same result, then give up and call Amazon for a full replacement system. In 2 days there's a perfect new JBL system in the box on my doorstep! Amazon, you're great! Then guess what? JBL finally finds my bad speaker and sends me that email saying the replacement is on the way. Now what? I've got a full replacement system in my house and the replacement speaker arriving soon from JBL. WTF??? After a nice chat with the Amazon people I decide to ship back their replacement system (after making sure the JBL replacement speaker works as it should.) It did, but it took 3 weeks and lots of grief getting this right. JBL? You've lost one very loyal customer. Your customer service and terrible inventory of warranty claims has cost you lots of new business because I tell everyone I know (many audiophiles) to never buy your products again. I'm sure JBL's professonal speaker customers don't have these problems. But consumer goods is the game here. Pro's use what they get free on promotions or in theaters and outdoor venues. Consumers buying JBL products get something far less. Goodbye JBL, I deserved better. All your retail customers deserve better. This is how a company goes down in flames. JBL, you're on the way.
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Initial post: Nov 25, 2012 9:40:37 AM PST
Concerned Citizen says:
Rather heartbreaking. I bought JBL studio series speakers when I was a teen. Forty years later they still sound great. Sad that such a great brand has fallen so low.
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