Thank you for your early congratulation.
I understand your general policy to communicate with dealer only.
How come Audiophysic designs first rate products but sell them in a defective condition and
provide below-standard support to customers.
(you may read the text in red first by skipping the details)
I paid in October, 2012.
Yet, I have not received a functional pair now.
I must express my disappointment and convey expectations clearly to you and the dealer.
I bought a pair of Tempo 25 and paid in the end of Oct, 2012. (Asia Theatre Central, HongKong)
And I receive a pair of speaker on the first Saturday of Nov, 2012.
I set them up and played several classical CDs on the next day.
1. Alfred Brendel's Moonlight sonata 1st movement Philips
2. Renee Fleming Panis Angelicus Decca
3. Pires Mozart Sonata in C major K309
And I found the right channel speaker producing "BLIZ" sound whenever the E5 key (659Hz) was played.
Yes, you read it correctly. I received a defective speaker that I even had not filled in the warranty card.
I switched the left-right speaker cables and the "BLIZ" sound still came out from the right speaker.
I contacted the sale manager (Mr. Lobo Cheung) of the shop who referred my case to Mr. Lawrence Lee of the dealer.
Mr. Cheung give me a test-tone CD to check the speakers. (In fact, I generated a more thorough set E1 (41Hz) to A9 (14kHz) for Mr. Lee.
Mr. Lee came to my home and I played the CDs listed and a test-tone file at (695Hz) generated by myself.
He acknowledged that there were noise coming out from the right speaker and took the defective speaker away
(including the CD tracks ,test-tone files and notes indicating the problematic frequencies to be tested).
I asked him whether he was going to replace it or repair it. But I got no answer from him.
Then, I added: "make sure that there are no following-up issues with the speaker,
otherwise, I will consider it as defective and I only accept replacement.
Because it showed problem immediately when it was first played."
In December, Mr. Lee told me that the problem was fixed and asked me to come to another shop in Causeway bay.
Yes, the "BLIZ" sound was gone but the tweeter produced loud high frequency "VEEEEEEEEE" when the E key was played through the mid-range.
I asked him to play the same key on another audiophysic speaker, the high frequency "VEEEEEE" was gone.
Only the E key was produced. Tested again with another brand speaker, no VEEEEEE sound too.
Mr. Lee said that it is the characteristic of Tempo 25. I questioned that why the left channel speaker does not show this characteristic.
And, why the Tempo 25 in the showroom does not show this characteristic? (The same CDs were played.)
If it does, do you think that I would buy this pair of speaker?
I did not accept it as repaired.
Last Saturday (16/1/2013), I contacted Mr. Lee if the problem is fixed.
He argued that it is not appropriate to play test-tone to check a speaker.
(Paradoxically, this method was suggested by his colleague Mr. Cheung.)
I convey my expectation to him that I want the pair of speakers to the consistent.
Not one channel plays a key while the other channel the same key differently.
Also, play some keys with only one tone while play others with dual tone.
He requested to collect the left channel speaker this Wednesday for matching while repairing the right channel.
It is okay for me.
BUT as time passes, I am losing confidence in the support and the reliability of your products.
my concern is:
HOW LONG WILL IT TAKE? 3 months is long enough to get a tweeter or crossover shipped to HK and get it replaced.
I paid the money in Oct last year, yet February is coming and I have ever received a functional pair that can play music with flaw.
I have never had any chance to enjoy a single minute of music by the money I paid.
It is beyond reasonable tolerance for a customer to waiting for a Godot.
What will you do if your company had not pay salary to you for 3 months?
I am not seeking procrastination or excuses but real solution.
Here is my requested :
1. Deliver a functional pair of speaker or a full refund to me on or before 15/2, or I will initiate legal procedure through the Consumer Council
( a government agency protecting consumer right and release through mass media the name of problematic shops or company producing defective products)
AND I will disclose my case to local mass media through the Next Media and Apple Dailies to investigate whether consumer right was violated.
2. by functional, I mean (i) no abnormal sound produced except the tone being played
(ii) the left-right speaker are producing the same sound when the same key was played through them.
These two criteria should be demonstrated to me clearly before I accept the pair of speaker as functional.
I strongly urge you to discuss the issues with the dealer and provide technical support he needs.
Or, you bear the risk of ruining your company reputation in HK.
Looking forward to your prompt action and solution.
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發表於 2013-2-18 02:45
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