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2013 Sport
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Discussion Starter · #1 ·
Has anyone dealt with customer support from Sonic Electronix? My DB6501 mid went out (7 months old) and they told me to send it in for a replacement. I sent it in and immediately got a rejection email saying the the product had been altered and the serial number removed from the product. I said no no no I have not touched anything on that speaker. They again insisted the product was altered. I told them no that's unacceptable and I would be contacting Polk for serial number location. Sure enough Polk confirmed there is no serial anywhere on the speaker. They sent me my return rejection email stating physical damage to my speaker and it is not covered under warranty. For them to immediate reject my request and insist it was damaged leads me to believe something shady is going on. Has anyone had to deal with them before?
 

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My DB6501 mid went out (7 months old) and they told me to send it in for a replacement.

Who is they? Your post is not clear at all who you sent the speakers to.


If they were sent to Polk than them not being warrantied because of being altered is 100% correct, Sonix only will handle the warranty. If you sent them to Sonix than the "altered" issue is a load of shit since they either "altered" themselves or know who they purchased them from "altered" the serial numbers for them.
 

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2013 Sport
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Discussion Starter · #3 ·
"Them" being Sonic. They guy on the phone said sure no problem send it in. To claim they speaker has been altered when it has clearly not been touch is a load of crap. Polk did confirm there is no serial key on there to begin with so I'm not sure what they think has been altered.
 

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Well Sonic is known for selling product they are not authorized to sell. Usually it means altered serial numbers and no warranty from the manufacturer.

For them to deny warranty because of an item being altered is an complete load of shit. Have you called and spoke to someone there?
 

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2013 Sport
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201 Posts
Discussion Starter · #5 ·
Have yet to talk to someone on the phone, just have been too busy. Sonic isn't a licensed dealer so the manufacturers warranty does not transfer from Sonic, instead of replacing or repairing my speaker they'd of course rather have me buy another set. Needless to say I am not buying there again. Serves me right from straying from Crutchfield.
 

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Thunder Up!
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I've purchased and had to return things to them multiple times. They've always seemed good for me and everyone else I know that's used them. I would just keep talking with them. Do you have the product page for you item on their website? If it says there is a 1yr warranty or longer than you've had them so far then it should be covered (unless there are some weird stipulations in their 'returns/exchanges' policy.
 

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Yea I've order stuff from sonic but never had any issues so never had to return or exchange anything.. I would call and ask to talk with a manager
 

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2013 Sport
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201 Posts
Discussion Starter · #8 ·
I have been talking with a customer service rep on the phone throughout the day, Jacob, who has been very understanding and polite and agrees my product does not contain a serial number on it, and said my amp did not cause the damage. He is contacting the warranty department to clear the issue. On the other hand the support "Email Associates" and "Customer Service Specialist" continue to claim my product is damaged and refuse my return via email. It sounds like their email team is clearly lacking in the common sense department and are just shoving out emails to clear them.
 

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I have been seeing more of this lately, I thing the manufacturers KNOW where the leaks are and seems like they are sending bad equipment to non-authorized resellers to keep people going to the authorized dealers. just MHO
 

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2013 Sport
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201 Posts
Discussion Starter · #12 ·
The speakers sound great, I just have a habbit of blaring my music with my windows down to overcome window noise. The speaker probably couldn't take the abuse.
 

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2013 Sport
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201 Posts
Discussion Starter · #13 ·
An interesting update: They issued their final word on the matter and said my speaker serial was altered and refused to cover the replacement. I asked them to provide me a picture of my speaker with the sticker. They sent me a picture of what appears to be the same model speaker but with a white sticker on the magnet with a scratched off serial number. This sticker was 100% not on the speaker. I threatened them with reporting them to the better business bureau. The matter went silent for a few weeks. Today I checked my email I have an order placed and a UPS shipping notification for a new set of the same component set through their website. I have no pending charges to my paypal or credit cards so either they are replacing my entire set out of fear or guilt on a mistake, or decided not to charge me for a return shipping fee and are sending me my broken speaker back along with a screwed up invoice. We will see when this package arrives the 17th.
 

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I unfortunately am betting they are sending the old one back. That really sucks that they are giving you so much grief.
 

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2013 Sport
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Discussion Starter · #15 ·
They wanted 9 dollars and some change to return my broken speaker. Maybe they felt somehow sending me my speaker back is helping. Hell, the way this company has acted I wouldn't be surprised if there's a 9 dollar outstanding debt on my account if I try to make any future purchases with them. I'll keep my fingers crossed until the package arrives.
 

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Mass Effect
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Yeesh, stories like this is why I just stick to Crutchfield. Been buying from them since the EIGHTIES and its always been a perfect experience.
 

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2013 Sport
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Discussion Starter · #17 ·
I chose Sonic because the DB6501s were 120 compared to 180 on Crutchfield. I'm convinced they have knock off products, hence why the refused my warranty [one didn't exist].
 

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Mass Effect
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I chose Sonic because the DB6501s were 120 compared to 180 on Crutchfield. I'm convinced they have knock off products, hence why the refused my warranty [one didn't exist].
Yep. Thats why I buy from Crutchfield alone. Yes theyre more expensive but that extra cash is worth the peace of mind knowing youre gonna have excellent customer service and warranty service should you ever need it. Audio components are too delicate to risk buying cheap/used/refurbished.
 

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I've ordered countless products from Sonic. I've returned 2 things and both went smooth as can be. One was a sealed box I was going to install for a buddy, but it arrived damaged. They requested pics and sent out the new one immediately. I did it when the driver arrived so there wouldn't be any questions as to if I damaged it. The other was a set of ID xs28 tweeters. One was blown/not working upon arrival. They gave me a label to ship it back and once they received it, they shipped out the new set.

I've also ordered countless things from DIYMA. All but one of them arrived in a condition that was described and perfectly working. The one that didn't....the user was ban I believe as he had a track record for it that I wasn't aware of.
 

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2016 Nissan Maxima Platnm
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The speakers sound great, I just have a habbit of blaring my music with my windows down to overcome window noise. The speaker probably couldn't take the abuse.
So the truth comes out. You blew them out yourself by blaring your music and then get pissed because Sonic denied their in-house warranty because the speakers had signs of abuse. First you claimed altered, then you said they reported the speakers had signs of damage, which they do because you blew them out. When you blow the speakers from excessive volume, that is not manufacturer failure covered by any warranty.

Second, Sonic buys authentic products but they are not authorized resellers. That is how they sell them below cost. You also probably did not return them with everything included, with the box and packaging. The box has a sticker that reminds you to save everything for warranty claims or the warranty would not be honored.

Your warranty claim would have been denied by Polk and Crutchfield as well because you blew out the speakers with excessive volume. So suck it up and buy speakers that are properly rated and don't slander a company on a forum because you fried the speakers yourself. They do not hide the fact that they are non-authorized sellers and offer their own warranty. That is not illegal and they are not knock off products. They are not stupid, they know you blew the speakers out.
 
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