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Adam Audio and Thomann customer service rant

Fynn

Fynn

Jan 6, 2022
1,152
1,406
25
Germany
#1
A couple weeks back I sent one of my two Adam Audio T8V back to Thomann, where I purchased them both, because it made an ugly whistling noise. I did contact the Adam Audio support before that and after the usual "did you try to plug it into a different outlet?", the support actually told me that the product must be broken based on the symptoms and testing. I sent Thomann that support ticket so they could get into contact with Adam Audio about it. As I would later learn, after it arrived at Thomann they simply sent it to Adam Audio for repair. At that point I didn't knew what was happening, and still assumed the speaker was in transit, en route to Thomann.
Fast forward to today, the speaker came back. No notifications from Thomann, missing the outer packaging box. I unboxed the speaker and it was dinged at both corners on the bottom rear. Both corners are showing the wood underneath, and one of them is very obviously dented in. I tested if the problem was fixed and it turns out that it wasn't. I called Thomann and the very friendly man on the other end told me that he has no idea what happened, because nobody wrote anything down. He was essentially as clueless as I was, since nobody in the whole chain of the RMA process wrote anything down.

Now I'm in the process of figuring out what to do. Since the product is still not working as intended, it'll obviously have to go back AGAIN. I'm just mad now and wondering what went wrong. This honestly feels like multiple people messed up. The box of the speaker was taped up with Thomann branded tape and since the speaker was manhandled, I would assume that at least someone actually tried to diagnose it, probably both Thomann and Adam Audio.

This is easily the worst experience I've ever had in RMA. It's one thing to recieve a broken product. It's another to not keep contact with the customer during RMA about what is actually going on. And it's a whole nother beast to send the product back without having done any effective repair and with added cosmetic damage.
I can only imagine how many hands this speaker must've went through and seemingly nobody did their job actually correctly. I guess the delivery driver did a decent job...
 
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#2
The short two week turnaround suggests that it may have never made it to Adam.
If the shipping company dropped it they may have returned it to Thomann and the lack of any RA ppwk with it would certainly cause some confusion.
Keeping customers informed about the status of repairs can be challenging and sometimes impossible depending on where it goes what communication channels are available.
I would take this up with Thomann and would expect them to replace the speaker with a new one. These aren’t that expensive or rare so it should be an easy call.
Good luck.
 
#4
Roland GR 88 said:
The short two week turnaround suggests that it may have never made it to Adam.
If the shipping company dropped it they may have returned it to Thomann and the lack of any RA ppwk with it would certainly cause some confusion.
Keeping customers informed about the status of repairs can be challenging and sometimes impossible depending on where it goes what communication channels are available.
I would take this up with Thomann and would expect them to replace the speaker with a new one. These aren’t that expensive or rare so it should be an easy call.
Good luck.
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You might be right. I never thought about the fact that it was such a short time. I asked Thomann how long this would take, and they told me something like 15-20 days for the repair alone, and that it could take longer because of parts supply issues.
I guess it's difficult for them to keep me informed, when they don't even keep their colleagues informed...
 
#5
silky smoove said:
My experience with ADAM Audio's customer service has been extremely good. I agree with @Roland GR 88 regarding the timeline. It seems unlikely that Thomann actually got the monitor to ADAM Audio.
Click to expand...
When I was troubleshooting the speaker at home prior to sending it back, the Adam Audio support was great. The back and forth over Email was swift and informative. The guy on the other end was very helpful. But of course he told me to take it up with Thomann, since that's where I actually bought the speaker and that should be the first station.
I just don't know what happened during the RMA with Thomann. It's all just speculation sadly
 

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