15 replies to this topic

[SleeperSaab]

Hi all,

I've seen a lot of rubbishing of Fusion products on this board, but I've reserved judgement.

I have a full Fusion set up (excluding Head Unit) - 2 subs in a fusion built ported box run by 2 amps and splits in the front run by a 4 chan amp.

So far I've been pretty happy with the set up overall, but it's my first decent sound system.

However, I've just hit a snag where one of the tweeters has stopped working. It has an intermittent fault where it's not working most of the time, but occasionally kicks in. I've tested all the connections and wiring and everything else, and narrowed it down to either the cross over or the tweeter itself. (I'll compete my own testing tonight)

I've only had the gear for a few months so they will be under warranty. However, that doesn't help the fact that I have to uninstall part of my system to get it fixed under warranty.

ANYWAY, I wanted to post here to let you know how I go with the customer service on the warranty side. Having a warranty is also touted as a selling point, but rarely is it used. But if it is, it's an excellent indication of how the company performs and if you want to stay a loyal customer.

I rang their hotline today to find out the process and it seems I have to send the part to Brisbane (at my expense, grrrr) and they will test it. If it's faulty, they will replace it or fix it.

So, if this is done well, it's a big tick for Fusion, but if it's handled badly, everyone should know.

Initially, the guy I spoke to told me I need my receipt to log a case in their system, so I'll call back tomorrow after pulling the house apart tonight to find it. I'll let you know how the conversations go - so far, so good.

[Daz]

hi i know they will if you have the receipt, but if ya cant find it pm me your address and i'll send ya out one straight away if it the powerplant splits your running ( PP_CM650 )

cheers
Daz

[SleeperSaab]

Daz, on 24 January 2011 - 10:03 AM, said:

hi i know they will if you have the receipt, but if ya cant find it pm me your address and i'll send ya out one straight away if it the powerplant splits your running ( PP_CM650 )

cheers
Daz

Daz, you rock.

It is the PP_CM650 and I'm very happy with them... expect for the tweeter thing.

I need to test tonight and find out if it's the xover or the tweeter. I'll post later tonight as to which it is.

Thanks!

[SleeperSaab]

SleeperSaab, on 24 January 2011 - 11:52 AM, said:

I need to test tonight and find out if it's the xover or the tweeter. I'll post later tonight as to which it is.

Thanks!

Okay, tested them. I hooked up the left tweeter to the right crossover and vice versa. Still had the same problem with the same tweeter. Definately the tweeter.

So, now I've pulled half my car apart, took the tweeter out and put it back together.a couple of hours of fun.

I'll ring them tomorrow and see what they say. i'm worried how long it's going to take especially since they're in Brisbane (with the floods and so on).

Daz, if you have a spare that you could send me that would be awesome and then I could send you the replacement. PM me if that's cool.

More tomorrow.

[Daz]

shipping to Melbourne from them is 2 days, when you ring them ask for Daniel and metion Daz ( Highway Menace ) and he might speed things up for ya, any probs pm me and i'll see what i can do for ya

just read your full post, sorry i dont have any spare tweeters here, they are M.I.A. got a few 6.5" & 5.25"s and xovers but thats it

[Daz]

PS; the floods didn't get them so it business as normal for them

STOP PRESS YES Tracey just found 1 for you will you be at MEA round 1 on Wednesday???

[SleeperSaab]

Alright, I have just got off the phone to Daniel and he was quite friendly with a real can-do attitude.

I name-dropped Daz, so I'm hoping to get it sorted out pretty quickly. Daniel said that as soon as I get it to him he'll test it and sort it out straight away.

Fingers crossed, so far so good.

I'm off to the post office right now.

[SleeperSaab]

Okay, so it's been a week. But to be fair with a public holiday and a weekend, if you include postage time, it's only been a couple of working days.

But a week is a long time without music. Just sayin'....

[SleeperSaab]

Stop the press!

I just got a phone call from Daniel from Fusion who asked if I had received the tweeter back yet. I haven't (obviously) but he says it should be in my post box when I get home.

So, a turn around time of a couple of business days is pretty impressive! I can't complain about that. What? I already did? Well, you know what I mean.

I'll pick it up tonight and install it tonight or tomorrow and make sure all is good.

So far, big thumbs up.

[SleeperSaab]

Okay, just picked up my package from the post office.

Now, you know the old story about intermittent faults - as soon as the technician tests it, it works fine. And that's exactly what happened here. They've tested it and found no fault.

BUT, they sent me a new tweeter ANYWAY! So, I'm pretty happy with that. But wait there's more...

Dan suggested that it may be the actual crossover that's having problems, so he sent me a new one of those too!

AND he also sent me a few cool promo things like some stickers, a lanyard and a blow up alien to make up for the postage I paid for.

Overall that means that with a 1-2 business day turn around, I'm pretty much assured that my system will be back up to scratch and I got some awesome customer service.


Thank you Fusion, you now have a huge advocate of your equipment and thanks Daniel for looking after me (and Daz for providing the name to drop )

I'm sold. Finally a good customer service experience story.

[SleeperSaab]

...oh and by the way, from the testing I've done the replacement tweeter is just fine.

I have taken the opportunity to redo other stuff on the install around the splits while I couldn't really use them, so I haven't been listening to the audio that much, but from the tests I've done, the tweeter is absolutely fine now.

[Daz]

Cool, thats great to hear post some pics when ya can.

cheers
Daz

[Marc ♫]

Thumbs up to Fusion on that one. That really is good customer service.

[carni5064]

I'm not trying to cause any trouble, but I really wish you hadn't name dropped about Daz. You sort of defeated the purpose of testing their customer service. I'm sure the rep you spoke to is chummy with Daz, and I'm sure he's aware that if you know Daz, you're likely on the forums doing exactly what you did. I could be completely wrong, but I just don't think its conclusive evidence that thats the service afforded to every Tom, d*** and Harry. But Kudos to Fusion for getting on top of it quickly anyway. We've all experienced crapty customer service at one stage or another, and speed is one of the biggest annoyances.

[Daz]

May sound that way but be assured it would be the same out come even if he didn't use my name, but by him using my name it helps Fusion to know i still support them so i get the brownie points from them but i am sure veryone if they have met someone from a company that they need to talk to will name drop if they get a chance & i'll lend my name anytime to anyone that wants it

cheers
Daz