ordered new mic, received not new

Denis Haineault

Denis Haineault

Well-known member
Hi,

If this should be moved to off-topic, then let it be...I just figured audio guys in the audio section may have better answers.

I just received my audio gear, from a store with a good rep here on DVXUser. The order totals $3.5k. This is my first time ordering this kind of equipment.

Two of the items (AKG SE 300B amp with CK93 capsule) came in their respective boxes. The boxes themselves are in a semi-rough shape -- one of them is torn, enough to make me raise a concerned eye brow. But so far, not a huge deal.

The amp seems in good shape, but I can see what appears to be lead from a pencil in the cavity where the switch is -- i.e. it's been used before. There's a wire that comes with it (don't know what it's called...I'm new'ish to this...an extension?) with a male/female bayonet on the ends of it. There are a few scratches on the metal part of it.

The CK93 doesn't have the little foam cover that's supposed to be with it -- there's a big, glaring empty space in the box where it should be.

The bundled documentation that came with both the amp and capsule looks like they were just thrown in there.

Everything I bought is supposed to be new (everything else appears to be). Should I be concerned with this, and insist that I get the new things I ordered? Or is this one of those "you got something that was on display, and unless it's defective, don't worry about it" kind of thing?

Just wondering what you guys would do if you were me.
 
Contact the company, and soon. If they're a reputable business, then you should be able to explain to them that you received repackaged (and evidently used) b-stock with missing accessories, and that your order was for new-in-box. They should replace it for you.

If not, let us know.
 
Hmmm, still debating with the sales guy.

His argument is that the only way he could give me the discount that he did was by giving me items that were not new-in-box. There was never any indication that this was the case. The way I see it, this borderlines into bait-and-switch territory.

I don't have the invoice in front of me, but if I remember correctly, we're talking around $150 off of a $3.5k order. So it's not like this is a "too good to be true" deal.

And the store is Trew Audio in Canada.
 
Demand replacement with new stuff in boxes sealed by the manufacturer.
I recently ordered a HPX300 with assessories totaly worth 15000 euro. I had a big discussion about these kind of things namely not receiving new stuff but grey marcket, demo's or refurbished items. So I demanded all item in boxes sealed by the manufacturer and although they did not give it to me in writing the deal will be off if it is not in sealed boxes. I have had many problems in the past when after a half year some equipment had to go to repair and it turned out that the equipment was much older than 1 year and there was no warrenty anymore !!!!! So again demand boxes sealed by the manufacturer !! I can't say it often enough .



Denis Haineault said:
Hmmm, still debating with the sales guy.

His argument is that the only way he could give me the discount that he did was by giving me items that were not new-in-box. There was never any indication that this was the case. The way I see it, this borderlines into bait-and-switch territory.

I don't have the invoice in front of me, but if I remember correctly, we're talking around $150 off of a $3.5k order. So it's not like this is a "too good to be true" deal.

And the store is Trew Audio in Canada.
Click to expand...
 
I would be livid if they didn't tell me this upfront. If it was negotiated, then that changes everything.

Is the poster Glen Trew associated with Trew Audio?

Regards,
Grant
 
If you continue to have problems, call in to Glenn in the Tennessee office and get some help from him. I have bought much from Trew and have always been satisfied.

I'm sure Glenn wants you to be a happy customer, and his name is on the store. :-)

Phil
 
I still haven't resolved my issue.

I'm being (quite) patient and am trying my best to resolve this with the sales guy. I want to avoid going up in the chain of command unless absolutely necessary.

We've both been courteous, but unfortunately, he hasn't really moved from his position. I may need to escalate tomorrow.

ggrantly said:
...If it was negotiated, then that changes everything.

Is the poster Glen Trew associated with Trew Audio?

Regards,
Grant
Click to expand...

This was not negotiated upfront, and he admitted that during our exchanges today.
I don't know if it's the same Glen, but according to their site, "Glen Trew" is the big guy over there.
 
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Denis Haineault said:
This was not negotiated upfront, and he admitted that during our exchanges today.
I don't know if it's the same Glen, but according to their site, "Glen Trew" is the big guy over there.
Click to expand...

It's the same company. They are based in Nashville, but have offices in Toronto and Vancouver.

Call Glen in Nashville. He's a good guy with a good business ethic.
 
I dont deal with the canada store but I deal with the nashville guys constantly
and they are very trustworthy.
Im a bit surprised by this.
 
Hi Denis,

Yes, the Trew Audio stores in Canada and in the US are all part of the same company, and the buck stops with me. I'll sort out the details of this situation and post the findings and resolution. I'm traveling overseas at the moment, so with the time differences it may be a couple of days. Sorry for the unexpected, and thanks for your patience.

Glen Trew
 
Thank you Glen, I appreciate that.

For anyone reading this, I would like to clarify here that the sales guy did offer to exchange for a new version, but only if I pay the difference. This is the point we are disagreeing on.

Re-reading this thread, it may be interpreted as he didn't want to do anything about it...this is of course not the case.
 
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The real issue here is whether there was a miscommunication or a deception. The former happens, the latter should never happen.

Grant
 
This has been resolved.

In short, I was offered to either 1) keep what I already have or 2) send the mic back for an unopened box replacement, for the same price originally agreed on -- my choice.

It's a classic case of miscommunication -- I don't recall being informed I would be getting a new (but previously opened) box, and I cannot argue it wasn't mentioned.

The important thing is that I have been assured by Glen that I am the original owner of the item and that it comes with the full warranty. In addition, the scratched item (active cable) I mentioned in my first post is not normally included with the preamp. This item normally sells for about $200, and was included in addition to the discount I already had. My overall unfamiliarity with this type of gear contributed greatly to my, hmmmm, worries.

With the great reputation Trew already had, and Glen's personal assurance that the item is new and fully warrantied (and the included freebie I didn't know I was getting) made my decision pretty easy.

Big thanks to Glen and Chris at Trew Audio. No one should hesitate to deal with those guys.
 
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