Annoyed with Alumapro

[kevinberry1]

Just wanted to vent about my current experience with Alumapro. I contacted them over 2 weeks ago to see about obtaining a replacement speaker for my blown Rainbow 6 1/2 (they are the US distributor). I received a quick email response that said my speaker wasn't covered under warranty because I got it from ARC while they were closing them out. I didn't expect it anyway because my amp caused the speaker to fail, but they seem to not want to help me find a replacement.

I spoke with one of the customer support people and he said he would get back to me, but hasn't yet. He said he still needed to look for returned merchandise or any opened packages and that he would contact me. I told him that I'm not looking for a free replacement, but that I plan on purchasing the new speaker. I'm not in too much of a hurry, but 2 weeks seems like a long time without getting back to someone. Thanks for letting me vent, I will get back to being productive at work :)

[Ryan from Ohio]

Yeah 2 weeks with no answer is not a good thing.

I deal with numerous companies that supply us with parts and thats just plain unacceptable.

If you were a platinum member you would have an @<hidden> email. They usually react a bit different to such emails as negative publicity can damage their sales... At least thats been my experience..

:D

But I would call them every day untill they curse you out or get you the product.

Furthermore they are under warranty or should be I would think. I would call ARC and ask them about it since they sold it toyou. But I would think they are warrantied...

[kevinberry1]

Alumapro is claiming that they are not under warranty because ARC has not been an authorized dealer for over a year and I purchased these as part of a liquidation or close-out. I don't think the speaker would be covered due to my amp failing :(

I'll let you know if I hear something.

[GlassWolf]

that seems like a load of crap considering Justin was getting Rainbow products via Arc just a month ago.

I'm moving this to product reviews considering the content.

[sinister audio]

i have had problems kinda like that with scosche not calling me back and not shipping my stuff out and it sucks really bad, so i went to tsunami only had 1 problem and they fixed it by giveing me the item for half off.

[Jason Sizemore]

Kevin,

I was informed from Rainbow that our remaining stock (what little
is left) carries Rainbow's Warranty.

I got a confirmation via e-mail today and the VP of Rainbow (Stefan) in Germany said:

"Please direct all warranty and repair issues to AlumaPro in Huntly, IL.
AlumaPro will handle it or will pass it to us here in Germany."

Hope this info. helps those who need it.

Jason
ARC AUDIO

[Ryan from Ohio]

Jason,

Thanks for stepping up to the plate and working on this situation in some capacity.

Its nice to know that the set I bought from Arc thru you also is warrantied.

:thumbsup

[kevinberry1]

Thanks for the info Jason, I appreciate it. Alumapro has not been easy to work with thus far. It has been quite a while and I have heard nothing about a replacement speaker. They said they were waiting to receive more sets to "cannibalize" and send parts to those who need them at a cost of course. They maintain that my speakers are not covered under warranty, but I will call them back and let them know what you informed me. Thank you again. I have been very pleased with my interactions with Arc and defenitely enjoy my Arc amplifier. Your products and customer support are excellent! :thumbsup

[kevinberry1]

It has been several weeks since my last post on this thread so I wanted to provide an update. As soon as Jason from ARC posted on here I called and emailed Alumapro asking about any timeline they have for obtaining replacement speakers. It has been 3 weeks since I called and emailed them and I have received no response. I know it is the summer and a very busy time for car audio distributors, but this is rediculous. Again, I told them that I would pay for the replacement speaker, so there really isn't any reason for them to drag their feet and not respond. I know I'm not out of line because I have given them weeks to respond to my inquiries, and have heard nothing. Needless to say I'm really dissatisfied with their customer support at this point.

[kevinberry1]

Just an update, I emailed Rainbow in Germany, and they responded with a personalized email in 4 hours!! Now that is customer support.

[William from NOLA]

Awesome. Any good news?

[kevinberry1]

After contacting Rainbow directly in Germany, they have followed up repeatedly with me at let me know when they had contacted Alumapro.
A customer service rep from Alumapro emailed me yesterday and offerred me a replacement speaker for $40 plus shipping.
Doesn't seem like too bad of a deal; I'll be glad when it is finished :)