My experience with BSW!
 

1. I ordered the Stage 1, shipped on time and everything went smoothly.

2. Received them here in Saudi in perfect condition.

3. Removed the door panels and started the installation. First thing I noticed is that the OEM midbass is 16cm while BSW's is only 13cm and they are using an outer ring to fill in the gap. I really dont know why?!

4. Installed all speakers, turned on the system, there was a huge improvement in the high frequency but the bass is!!!! I cannot describe it! Let's say very bad bass. I thought it is because the door panels were not back in place. They were installed back and I am still getting this rattling weak bass. Someone will say "you need a sub to have a good bass", OK I agree, but the OEM was MUCH MUCH BETTER!
I said to myself let me try some more songs until tomorrow. I also thought that there might be a reverse speaker connection causing all this.

5. I went back to the technician the next day, removed all the door panels AGAIN!, and checked all connections. They were done correctly according to BSW manual.

6. I have sent an email and PM to Mr. Halston of BSW and he told me that their speakers need like three weeks to "break in"! What's this?!! As if I am buying speakers for the first time in my life! He means that the rubber components need time to stretch and give better sound. Of course I did not believe this and decided to remove everything and send them back. I only kept the tweeters.

7. I installed very cheap Pioneer 16cm speakers (22$ per pair!) and they are doing GREAT as midbass. They fit like magic in the speaker OEM housing. Model is TS-G1612R in case anyone is interested.

8. BSW accepted the return and gave me a return authorization for what I paid after deducting the tweeter price. (430$)

9. My technician threw the BSW boxes so I used the Pioneer boxes to pack everything. They are the same size, and the box has foam inside that completely protect the speaker. I also used an outer box for extra protection and filled the empty spaces with foams and empty boxes.

10. I paid 134$ to send them back via Aramex (www.aramex.com). They are like DHL and FedEx and I am using them since ages in all my work shipments. I send and receive delicate items like Fiber Optic patch cords and connectors for example.

11. BSW received them in three days and here is what I got from them:
Essam,
I just received your package and need to inform you that some of the contents were damaged in shipping because of the way they were packaged. There is also damage to the speakers from installation that goes beyond normal installation marks.
Under these circumstances I cannot give you a full refund, as the product is damaged and cannot be sold as new.
This RA was issued under the pretense that the speakers were in like new condition and in original packaging and they are not.
I can offer you a credit of $200.00 for the damaged speakers that you have sent us. I cannot offer more than this.

12. Do you believe this?!!! Of course I did not accept and sent them back on 23 December. I did not get any feedback till the moment. All I got is a "delete" notification from "Mr. Halston". He is replying to threads here and he did not care about my case! Is this what we should expect from a "Sponsor" on our forum??!!

I just wanted to share this with forum members, and I swear that I wrote down everything as it exactly happened.

Thanks and sorry for the long article.

*) Why didn't you keep them the three weeks, as BSW suggested? If they didn't improve after that, you would have done everything BSW suggested and could then proceed with the return.

*) Why did you dispose of the boxes? Most companies have exactly that same policy, that returns should be in the original boxes.

*) If they were damaged in shipping, you should file a claim with the shipping company.

I have had nothing but excellent interactions with BSW in general, and Halston in particular. I am sorry you are not happy, but I think you should accept at least part of this responsibility.

I never heard this "break in" thing before, and the Pioneer speakers worked perfectly as soon as they were installed!

Have you seen their original boxex? They won't cost more than 10$! Do you want to convince me that the boxes = 230$ ?

I asked them to send me pics of the damage but they didn't! and by the way, I did not use sillicon as they suggested in installation. I only use small drops of super glue on the outer rings and they did not leave any marks after removal.

I can accept a "reasonable" part of the responsibility not more than 50%!

well I personally have heard of the break-in process. by many it has been compared to a new pair of shoes, and others believe it's all psychological, as in you getting familiar with the sound of your new speakers.

personally I would have taken their advice, if they claimed their speakers needed a break in period, but there's too many factors in this case to point the finger one way or another.

OK, now I understand. You did not follow the installation instructions, advice, or return shipping directions of BSW, yet blame them for everything. Perfect. :rolleyes:

OK..couple things.

You got the speakers in perfect condition, you sent them back in bad condition.

You didn't send them back in the original box, which I bet you was written in fine print as part of the warranty for return, and this is not uncommon.

You used superglue instead of the silicone that you were instructed to use


---

Now, you expect a 50% refund? For what, the broken used product you sent back in the incorrect box and installed incorrectly (superglue vs silicone)?

And most speakers, in fact nearly all subs components, require break in time and tell you up front not to use at full frequency for a certain duration. (when I installed components we'd tell people, just like tire and brakes..let them break in).

Frankly, you should take the money and go. Move on to someone else if you weren't happy. Since this is "your first speaker purchase" you have nothing to compare to. I'd really like to see a pic of the speakers :( But I'd almost guarantee from whats been written, they were NOT installed correctly...I have NEVER heard of using superglue on a speaker. Why would anyone install them with an adhesive with no give :dunno: that is why they said silicone.

You should have posted here for advice before install and than before you removed them. Return in original box is big in US at least. No original box means no full refund and everyone knows that here.

Guys,

I accept a deduction, but not 230$ for lost boxes!.
They are plain white boxes with nothing printed/written on them! Boxes for the mids are like a cigarette packet, does this worth 230$?

Wagner, this is not my first time to buy aftermarket speakers, and it is not my first time to do a complete audio upgrade. Pioneer speakers sounded perfect from the moment I turned on the system and it is still satisfying me.

One more thing, I DID NOT use the super glue on the speakers itself, it was on the outer rings 3cm away from the speaker and on the housing. It was only a single drop on each axis of each speaker. The silicon would be even worst if removed!

I asked for a proof of damage (pictures) to be able to raise a claim aginst the shipping company but BSW did not send me the pics. They did not even reply till now. How should I know what damage they are talking about?

It is not a matter of money, it is a matter of principals and concepts. 200$ is nothing for me, but when I pay them by my own well!

Thanks everyone!

The principle is that you chose to ignore the instructions and advice of the seller, and now want to not only complain, but blame the seller and get reimbursed 100% for your mistakes.

:clueless:

Essam, the guys are right, their recommendations follow normal practices here. Whether or not you choose to accept that is up to you. Lots of good advice and experience here on this board.

What instructions? It is not rocket science here! I only used another type of glue which is supposed to give the same outcome!

You are trying to make me look like a kid who sees car speakers for the first time and played with them without reading the instructions!

FYI, you are talking to a 40 years old Telecommunication Engineer working in one of the biggest American telecommunication companies in the world. I am dealing with the most delicate products in the world on a daily basis!

I know I did not damage the speakers by any means, and I know I packed them in a protective way. It is up to you to beleive it or not!

Oh, why didn't you say so? !! I bow to your genius!
http://www1.istockphoto.com/file_thu...boy_bowing.jpg

Facts are facts, you didn't obey the instructions for installation or refund. How do you expect a larger refund :dunno: You should be happy you weren't told $0.00. It isn't their job to provide you with proof, they wrote the warranty you agreed to in purchase. Onus is on you, not them.

Superglue...silicone...yupperz same substance there. What company do you "work" for, so I can avoid them :rofl: Don't want engineering that thinks silicone is the same as superglue. :thumbup:

Hopefully you've learned from the experience and will have these professionally installed by a competent installer next time.

PS...always amazed by the exceptional financial situations of people on this forum who own 5-6 year old BMW's :rofl:

Wagner, I will accept yoru sarcasm :thumbup:
I did not say they are the "same" I said they serve the same purpose (adhesive).. :)

.. and I work for 3M if you want to avoid them ;) (I guess you can't, we are in everybody's life)

Regarding the 5-6 year old BMW, I just love this car and will not replace it in maybe three years more (it only has 55,000 miles on the counter)... This has nothing to do with my exceptional financial situation :)

and yes I have learnd the lesson ... thank you very much :)

Bottom line, where is BSW from all this?

Sorry, I have to get this jab in :)

Concrete then serves the same purpose as Elmers Glue (they both stick), Water serves the same purpose as Vodka (its wet and clear), flame thrower same purpose as a match stick...and on and on...again...just had to get a jab in. And...I hate Post-It notes :rofl:

BSW is taking the high road and not dealing in the weeds on a public forum. Props to them. They are a company, not a web forum member ;)

If they are a company, then they should reply to their emails ;)
I posted here after 4 days of no reply from BSW, until the moment.

I'm sorry, I don't run it :) But 4 days during Christmas....not bad.

I would guess the OP doesn't do Christmas in Saudi Arabia.

For the most part this has been a good discussion. However, everyone seems to be missing the point. Essam claims he sent the speakers back in good condition. BSW says they arrived damaged. So therefore Essam must file a claim with the shipper. To do this, Essam has to show proof of damage to shipper. How can he do it if he:
1. Does not have possession of the speakers
2. Can't actually prove it since he himself has not witness the damage?

should check with the companies he works with then.

Sort of..he is disputing the reimbursement amount. Unless he took pictures as he shipped them, he can't prove he shipped them correctly considering they were not in the original packaging...hence..the original packaging return clause. Again, since he decided to deviate from the warranty, it is his job...not BSW's to show what he believes happened.

By the way, I plan on purchasing these speakers from BSW. I have read plenty of threads here on them. The problem with most threads is posters say things like "the upgrade is much better than OEM!" or "this sounds really good!". The problem here is that these terms are not very descriptive. You have to keep digging and reading to find out how they actually sound. If you do, you will find that many here say it makes the music sound "brighter". Which I interpret to mean it boosts highs and vocals. I am not concerned about this because I do have the subwoofer system (which I plan to upgrade as well with the JL Audio subwoofer).

I am on the same page as you when it comes to returning items in the original packaging. However I'll bet most of us do not take pictures of items we return. Don't you think it would be good if BSW would help with his claim by just sending a picture of the damage? Surely that is not asking too much. Let's see here, pull out a digital camera, take a few pictures, email them, done, in 5 minutes. This should not be a big deal.

With all that said, I agree that BSW does not have to do anything here at all. I guess we are all at the mercy of any company when we return an item in the mail. Of course, if you think you are getting ripped off, then you get a lawyer and sue.

This summerizes everything.. Thank you very much sir!

Especially when you void the return policy and still expect something back :) This would be a different story if he ONE didn't use superglue instead of silicone and TWO returned them in the original box per the return policy.

Wagner you keep addressing half the issue, are you a politician? :D

Trying to get a full refund from BSW is not realistic here since he did not follow stated policy, even if the package is a plain white box. There is nothing to discuss on this point, let's move on.

Trying to file a claim against the shipping company is another story. I used to work at UPS as a loader and on every trunk load there were a few packages that were obviously damaged. Essam is not at fault for this damage and neither is BSW. However Essam cannot make a claim without BSW's help.

So Essam what do you plan on doing? If you are refusing their offer then maybe you should have them send the speakers back to you so you can make the claim yourself against the shipping company. If it turns out that the damage was a bit exaggerated then you could sell the speakers on the open market. I think you have to realize you will not be getting all your money back on this one.

Neh..he isn't accepting fact. He voided the return policy, that alone warrants NO refund. He should be happy they offered anything. No part of the thread was "how do I file claim with a shipping agent" :rofl: I guess you could try to make that the thread.

And they are under no obligation to send the speakers back to him for a claim :rofl:

a quote from BSW website

"We believe in our products - so we guarantee it.
Our products will make you happy. We're so sure we offer a 30 day period to enjoy your new setup. If you're not happy, we’ll give you a full refund."

I've never heard of the "if it's not in the original package" when returned to us we will not give you a full refund, as long as you have a receipt for payment is the main thing, however I accept that it may be common practice in America. I would hate it as I often return my clothes to Harvey Nicholls but never in their plastic bag as often I will have thrown it out.:dunno:

Only the original poster will know how well he packaged the speakers.

I would have thought that BSW could do the decent thing and take photos of the damage surely not to much to ask of them:dunno:

NextGen,

I did not say I want all my money back, my concern is that they deducted 55% for only missing boxes... and... If I did not mention the use of super glue no one would know I used it. There are no marks on the speakers.

The other concern, the are not replying to emails. They said they would pay 200$ and disappeared.

I do not want the speakers to be sent back to me. They are worthless.

Thansk Scottie... finally someone on my side.

another thing:
Have you actually read their return policy???

I have (I'm bored tonight) and can't see anything about being in the original box just that all the original contents should be there.



If I packed something well enough to be shipped then I got the news that they were damaged I'd be annoyed, lets face it speakers in a box is not exactly hard to pack and get enough protection around it to make it safe from damaged. (I managed to get a bottle of whisky all the way to america without damaged.)

see below unless I'm missing something:dunno: (which is possible).:confused:

our 100% Satisfaction Guarantee: The products we sell and install will make you happy. We're so sure of it that we offer a 30 day period to listen to and enjoy the products you've purchased. If you're not happy, return the product in like new, undamaged condition, and we'll issue a full refund (less shipping & handling). Or, if you prefer, you're welcome to exchange your product for something else we offer. If we've installed the products in your car, we'll be happy to return it to stock at no charge, too, provided we haven't performed any custom work on the vehicle. If we have done custom work, we'll find a way to make you happy, but we may not be able to offer a full refund. Some conditions apply. See below.

Our Return Policy: We make every effort to be sure that our customers are completely satisfied with their purchase. If in the unlikely event you are in any way unhappy with your purchase, we will explore all our options available to correct the problem. If after all options have been exhausted and you still wish to return the product, you may do so within 30 days from the date you receive the products. Our return policy is as follows:

Any new, unopened item may be returned for a full refund less the cost of shipping within 30 days from the day you receive the item. Any opened and/or installed item may be returned for a full refund less the cost of shipping within 30 days of the receipt of the item provided the item is undamaged and all original contents are included. If an item is in any way damaged or some contents are missing a restocking fee may be assessed at Bavarian Soundwerks' discretion or no refund issued. Please note that items that are special ordered are not eligible for returns or refunds.

Shipping is non-refundable. Additionally, if you wish to return an item, you are responsible for return shipping and protecting and properly packaging the item. If a returned item arrives damaged, we will be unable to issue a refund; you will be required to seek reimbursement from the shipping carrier you've chosen.

If you receive a product that is in any way defective (excluding damage during shipment), you may return it for a complete refund of the price of the item. If any item is damaged during shipment, contact the shipping carrier and Bavarian Soundwerks immediately to report the damage; you will be required to seek reimbursement from the shipping carrier.

The sole obligation of Bavarian Soundwerks, (including but not limited to its owners, operators, contractors, consultants, employees, etc.), at our discretion, shall be repair, replacement, or refund of item(s) sold. Bavarian Soundwerks will not be responsible or liable for labor, or incidental or consequential damage of any kind. In no event shall our liability exceed the cost of the goods.

If you've placed an order and would like to cancel before it has shipped, just let us know - we'll issue a full refund.

If you aren't satisfied with the product you've purchased and installed, we pledge to help you resolve the issues with the product where possible, and at our discretion, pass on a discount for an alternative product you'd like instead.

We will be absolutely fair and honest in our evaluation of each situation. Our goal is happy customers and the best service possible. If you don't think you're being treated fairly, let us know, and we'll make it right.
Please note that ALL returns require authorization BY PHONE ONLY. DO NOT make a return without first contacting us or you may not receive credit; we reserve the right to refuse items returned without authorization and withhold a refund of any kind. We may also bill for return shipping to sender if required. If you'd like to make a return, please contact us for return authorization.

International Customers

Fitment & Compatibility: Our products are designed for North American specification vehicles. Because we do not have access to vehicles designed for other markets, our products may not be compatible with your vehicle or installation processes may vary in some way (wire color, etc.). We are happy to make every reasonable effort to assist with installation and support our products for our international customers, but in some cases we may be unable to provide the required assistance for installation, etc.

Duties & Taxes: Many countries may tax goods entering their country. In all instances, the customer is responsible for payment of any applicable taxes or duties associated with the import of products into his or her country. Please check with the appropriate authorities to determine what, if any, taxes or dutes are applicable for a given purchase and be prepared to pay those fees.

Warranty coverage: We will happily support and cover under warranty any defective products. However, you will be responsible for any and all shipping fees to and from BSW for ANY reason, including, but not limited to, returns, exchanges, repairs, and replacements.

Pricing

While we do our best to keep all our prices accurate and up to date, on occasion an item may be mis-priced. As such, all prices listed are subject to change without prior notice. A price listed on this website does not entitle purchaser to that price; however, we will make every effort to honor a price listed where possible.

Billing Policy

For security reasons, when you place an order with Bavarian Soundwerks and pay with a credit card, we will bill your card immedately; we do not wait until your order has shipped to bill your credit card. The reason for this policy is simple: we want to provide the absolute best protection of your sensitive credit card information, and the most effective way to protect that data is simply not to store it in our database. Because we do not store key credit card information, we must bill immediately. If for whatever reason your purchase is backordered, out of stock, or there is a problem with your order, we will issue a refund in accordance with our return policy. In short, this means that you are welcome to a 100% refund at any time before your order ships!

Shipping Policy

We get your items to you as fast as we can! Most of the products we carry are shipped within 48 business hours. However, in some cases, your order may take 3-5 business days to ship out depending on factors such as: our order volume at the time of your purchase, product availability, delay in receipt of payment, etc.

Rarely, an item may be sold out at the time of your order and we will be unable to process your order until more stock is available. If this is the case, you will have the option of keeping your order in place or receiving a full refund if you do not wish to wait for more stock to arrive (typically no more than one week, but sometimes up to three weeks or more). If you decide to keep your order in place, when the item you ordered becomes available we will send notice of the shipment at that time.

Given our high volume of orders, we cannot always contact each individual customer with exact timeframes for shipment of their order. While we make our best effort to keep each customer informed of their order's status, we cannot guarantee we will notify you if your order is in some way delayed. We will in all cases send e-mail notification when your order has shipped.

IF YOU WOULD LIKE TO KNOW THE STATUS OF YOUR ORDER, simply Contact Us and we'll get back to you in no time with an order update. Please be sure to reference your order number and which item(s) you are inquiring about where applicable.

Warrantees

The warrantee on all products Bavarian Soundwerks carries is that of the original manufacturer. Because Bavarian Soundwerks carries products from a number of different companies, it is impractical for us to list each specific warrantee policy for every product. Please contact us for warrantee information on the product in which you are interested.

Legality & Responsibility of Use

The purchaser of any part releases the manufacturer of the part and Bavarian Soundwerks, LLC from all liabilitles pertaining to the use of the part. The purchaser recognizes that any alteration or modification to any motor vehicle may increase the risk of injury or accident and may render the vehicle illegal for use on public roads and highways. Use at your own risk.

Essam, you are starting to sound like Wagner. You are leaving out very important details. At the start of this thread you said that BSW informed you that the speakers were damaged.

It is a combination of the wrong package AND the damage speakers that has lead them to cut into your refund. You can't say they are giving you 45% back only because of the wrong package.:confused:

That is the reason why I started talking about getting proof of the damage. It is not BSW's fault that your speakers were damage during shipping! As Scottie has pointed out, they clearly state in their policy they do not have to offer any refund on damage product.

You may want to consider taking their current offer and chaulk it up as a lesson learned. The only other option I see here is to have them send the speakers back and make a claim with the shipping company.

You are wasting your time trying to get more money back on damage speakers IMHO.

Yeah..he is starting to make sense! :)

They are a company, not UNICEF :rofl:

"Maybe UNICEF will get into this business and start treating it like a charity, until then, we're the ones you see"

My 2 cents for what it's worth.

If I was returning something for whatever reason and they (BSW) gave authorization, I'd expect some kind of coorespondence via phone if the agreement was altered. But I'd also allow time for them to contact you especially durring holiday seasons. Also BSW should restate their expectations prior to giving return authorization imo.

Now if you knew that the contents weren't going to be returned in the original packaging you should have given a heads up to BSW and see if they change their minds on the return auth. I would have anyways but maybe you didn't know you didn't have the original packaging at the time.

Now I too see the issue of them telling you of the damage done durring the shipping process resulting in a loss of money back to you. I don't think that BSW is the one to make the call that the damage was due to incorrect packaging methods. I think the shipping company is the one who should say that if they are the ones to be paying for it. BSW should help you with providing you with the proof of damage in order for you to make that claim just as they would have a customer help them out in a reverse situation.

On a side note, I'm not sure how the speakers would be damaged durring shipping and not be the shippers fault since they were packaged back up in a box made for a speaker of the same size! I'm pretty sure that Pionner packs their products as good as the next guy.

NextGen, I asked for a proof of damage and they didn't respond.

Chusteveb, I have sent them an email before shipping the speakers back and I clearly mentioned that I do not have the original boxes and I will ship them in another foamed speaker boxes. They did not comment!

I know it is a holiday season (when does it end anyway?) and all I can do is just wait for their response.

Essam

EK, I think you suffer to some extent of not knowing US customs, even though you seem to be able to converse in English well Plus, you make certain assumptions based on your personal or peer group attitude toward the case, and seemingly discount whatever BSW told you.

We have tried to educate you on the issues from the US perspective, but with limited success. If I was BSW, I might not know how to reply to some of your more aggressive rants.

My suggestion: Take the partial refund they are offering, and say thank you. Or, you can continue to give the impression that you feel you are always right, and blameless. That won't gain you too many allies here, will it?

The holiday season is really just Thanksgiving day, Christmas day and New Years day. However many people take vacation this time of year, usually the week between Christmas and New Years day. Most companies however are open for business during this time period. Especially companies like BSW because a lot of their customers are on vacation and tend to use the time to buy and install stuff.

If you are serious about your refund then you need to get on the phone and stop waiting for them to email you. I'll bet that you can get this resolve with them in 10 minutes PROVIDED that the speakers were not damaged beyond the super glue you provided (which you said did no damage at all).

Make that call! :thumbup:

Statdoc, I never said I am blameless or always right.. All I am arguing is the amount to be deducted for not sending original boxes back, and a proof of damage so I can file a claim with the shipping company. The point is, they are not responding! They did not even tell me how would I get the refund?!
Did I make my self clear now?.. thanks for your suggestion anyway.

NextGen, I will call them but not now of course... It is 9:45am here in Saudi which is midnight in the US.. I will do that later today.

OK USA! lol Anyways...

You have in your favor that you sent out an email stating that you didn't have the original packaging and that BSW still gave you authorization for a full return less the items you kept. So I'm with you on getting the issue solved. Just remember that attitude does go a long way here since the ball is in their court at this time. Patience and persistance, you'll see some results. Meanwhile nothing says you can't start a claim with the shipping company first, the more leg work you do the more likely you'll see results. Good luck to you.

Okay let me see ...

1) Did BSW in fact agree to the return and give you a RMA knowing ahead of time it would not come in or with the original boxes?

If so, score one for you because they accepted a situation that's not their store policy. If not, unfortunately, then you dont have much of a case. The actual cost of the original packaging is not relevant. The amount to be deducted or even consider refunding is all BSW's option. Unfortunately, this is standard practice here(doesn't matter if this is fair or not).

2) If you asked them for pics of damages and they have not responded yet - I'd wait a bit more considering the holidays. Keep sending them emails just in case they didn't get them - just be polite. After about a week or two more and still no response - score one for you. That would be unacceptable to me. Don't know the situation on their end but you have been trying to contact them and even posting here. They should definitely try to help you in filing a claim.

Bottom line:
I understand that you are willing to take a cut but you feel the amount is not fair. However, in general , the decision and amounts on compensation/refunds etc are usually in the company hands - not yours.

However, companies should definitely assist people in filing shipping damage claims and also respond to communications - especially to customers.

Hope you get things resolved ... Good Luck!

TwinsPoppa,

The answer for number 1 is "yes" cause they did not object or comment. Here is a screen shot of my email to them with a reply from Mr. Zach @ BSW. Please note the dates, it has been almost two weeks now.

I don't know how things work for you but did you pay by credit card if so can't you call them and recall the payment.

I wouldn't be happy that's for sure and another thing very poor show from a sponsoring supplier on this forum. Shocking in fact.:confused:

Payment was made through PayPal.. I don't want to go through this hassle.
I will keep waiting till the 2nd of Jan and see if they'll show up!

Am I the only one that read that Confidentiality Notice????? :dunno:

Yes:rolleyes:

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.

They seem pretty reasonable IMHO.

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

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.

http://i177.photobucket.com/albums/w...d/IMG_3034.jpg

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.

http://i177.photobucket.com/albums/w...d/IMG_3036.jpg

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.

http://i177.photobucket.com/albums/w...d/IMG_3037.jpg



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.

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

Essam

Not a problem :)

Let me know what I need to do.

Halston,

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


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

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

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.

I agree and accept.


I agree and accept

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 :D (just kidding)

Thanks a lot Halston. I really appreciate it

Seems like a happy ending to this story.:thumbup:

It's over already?

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...

PM sent to OP.

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 :)

Essam,

You really messed-up the packaging for the return of the speakers and also messed-up the speakers with the soldering...

But I do understand your point of asking for justification for the lesser refund amount. I just hope this serves as a lesson so to fully follow instructions and use the original packaging to return items. And it's good to know that you're owning up to the damages caused by the wrong packaging.

PM Replied ... Thank you very much Halston for your support :)

Looks like problem is solved :)

what its over already .......... no fun .... I thought it might drag on like Umnitza's projector ......I guess BSW are lot more prof. then Umnitza

Yes it is over ... Halston is a great guy :thumbup: