My experience with BSW!

[The Cleaner]

Quick Question, what is the purpose of this post? Sounds like everything went as expected.

[Halston Pitman]

A couple things that my shipping manager brought to my attention.

- You requested to keep the front tweeters as you liked how they sounded. This will obviuosly take some of the refund away as you kept 20% of the package(2 out of 10 speakers were not returned).

- You told Lee that the midbass drivers were never full installed. You put them in the door panel and just listened and decided you did not like them. The drivers have solder on the connectors and solder has dripped onto the basket as well as onto the wiring itself and has burned the wiring.


For the sake of full disclosure I switched my camera to shoot in JPG and uploaded the unedited photos directly to BSW's photobucket.

There are 2 packages that were packed exactly like this. The packages is designed for 6.5" Coax drivers and do not properly hold a pair of tweeters. The midranges were put loose inside the center rectangle area.



As you can see 1/2 of the midranges(1 of each type Front and Rear) are damaged on the cone from an impact. Unfortunately this leaves one good one for warranty repair. Normally, and we rarely get Stage 1 returns, we would let the midrange pairs be open box but 2 of them will have to be throw away and the other two can sit on the warranty shelf which we rarely have to go to.



Here are 2 of the 4 midbass drivers. Notice the solder dripped onto the basket on the right driver and the solder has dripped and burned the wiring on the left hand side. The others have similar solder damage to all connectors but are not pictured.





With all that said and you keeping the tweeters, the damage from shipping and installation. I would like to ask you what I need to do to make you a happy BSW customer. I am not here to debate/fight over the internet. As said I and this company pride ourselves with customer service and I don't want you, or anyone else for that matter, angry with us and definitely not with me. So let me know what I need to do for you. My shipping manager has said 200 dollars and that was not reasonable for you so I want to know what I need to do.

[Essam Khafagi]

Originally Posted by Halston Pitman

I am sorry that I missed this thread up to this point.

1. I will go take photos of the packaging and the damage if necessary. I do not know if everyone has seen our midranges but the inner dust cap is a cone and they are dented in. They were floating inside the packages. The other drivers have solder that dripped

2. Our international and US returns outlines are sent with the RMA and include all the details and everything necessary. I do apologize that the boxes were thrown away, while they are not worth 200 dollars they are designed to properly hold the speakers during transit. As you said they arrived perfectly safe to you but were damaged on the way back.

Lee is the shipping manager here and he handles this directly for returns/exchanges/refunds so I cannot comment on the fact that you requested photos and he never responded or sent them. That is on his shoulders but as the General Manager I will talk with him. Since Zach agreed, and he is new but I cannot fault him for it, I will discuss with him on the original packaging. I will work something out here to get you a better refund than 200 dollars.

Will report back in just a bit. Going to take photos now so that the forum can see what was received and the damage to the drivers.

As some have said that have dealt with me directly I do my best to server this forum and my customers directly. I don't know if I have helped someone directly on this particular forum but my voicemail says if something is urgent and we are closed please call my cell phone at reasonable hours. I have assisted with installs and customer service issues via my personal cell phone way outside business hours including weekends. I pride myself in customer service and I do apologize that this situation had to result in a forum post.

Will report back. Not going to try and take pictures to 'prove you wrong' and 'win'. Just want you to have the photos.

Let me talk with Lee and Zach about the refund and what we can do.

Thank you Halston for your professional reply. I will be waiting for your feedback.

Essam

[Halston Pitman]

Not a problem

Let me know what I need to do.

[Essam Khafagi]

Halston,

I do appreciate your initiative, but let me clear some issues:

Originally Posted by Halston Pitman

A couple things that my shipping manager brought to my attention.

- You requested to keep the front tweeters as you liked how they sounded. This will obviuosly take some of the refund away as you kept 20% of the package(2 out of 10 speakers were not returned).

I paid 530$, BSW deducted 100$ for the tweeter, I got return authorization for 430$. The point is clear here

Originally Posted by Halston Pitman

- You told Lee that the midbass drivers were never full installed. You put them in the door panel and just listened and decided you did not like them. The drivers have solder on the connectors and solder has dripped onto the basket as well as onto the wiring itself and has burned the wiring.

I never said that the mids were not installed. I agree on the solder as per the pictures.

Originally Posted by Halston Pitman

For the sake of full disclosure I switched my camera to shoot in JPG and uploaded the unedited photos directly to BSW's photobucket.

There are 2 packages that were packed exactly like this. The packages is designed for 6.5" Coax drivers and do not properly hold a pair of tweeters. The midranges were put loose inside the center rectangle area.

I agree, the mids were put on the outer hole of the foam, but i used an adhesive tape to keep them in place when taking the foam out.

Originally Posted by Halston Pitman

As you can see 1/2 of the midranges(1 of each type Front and Rear) are damaged on the cone from an impact. Unfortunately this leaves one good one for warranty repair. Normally, and we rarely get Stage 1 returns, we would let the midrange pairs be open box but 2 of them will have to be throw away and the other two can sit on the warranty shelf which we rarely have to go to.

I agree and accept.

Originally Posted by Halston Pitman

Here are 2 of the 4 midbass drivers. Notice the solder dripped onto the basket on the right driver and the solder has dripped and burned the wiring on the left hand side. The others have similar solder damage to all connectors but are not pictured.

I agree and accept

Originally Posted by Halston Pitman

With all that said and you keeping the tweeters, the damage from shipping and installation. I would like to ask you what I need to do to make you a happy BSW customer. I am not here to debate/fight over the internet. As said I and this company pride ourselves with customer service and I don't want you, or anyone else for that matter, angry with us and definitely not with me. So let me know what I need to do for you. My shipping manager has said 200 dollars and that was not reasonable for you so I want to know what I need to do.

It is not a matter of money, it is a matter of support and response. I am now convinced when I saw the pics, and this is all what I asked for. I will accept whatever refund you will offer. If it will be more than 200$ of course I will be happier (just kidding)

Thanks a lot Halston. I really appreciate it

[LeMansX5]

Seems like a happy ending to this story.

[X5rolls]

It's over already?

[Weasel]

Which is the difference between the great service at BSW and other companies that have had less than nice threads on this and other forums...

[Halston Pitman]

PM sent to OP.

[Halston Pitman]

Originally Posted by weasel56

Which is the difference between the great service at BSW and other companies that have had less than nice threads on this and other forums...

I do my best. Unfortunately as stated we were open for most of the holidays. The forums kind of had to take a back seat has we had lots of phone calls, tech support/install questions and local retail customers. I wanted to be on the forums more but with family in town and other inquiries coming in it had to take a backseat and for that I do apologize. I try to make it onto each forum a couple times a day to see if any new questions have popped up. I think I missed the forum for 2 or 3 days in a row.

Closed tomorrow but back in the game for a while. Only upcoming time I will be out of office is Jan 8th and 9th. Picking up an e36 vert in Texas and driving it home