ComplaintsforKlipsch Group Inc

• Initial Complaint

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am on replacement number 2 for my Cinema 600 system. This one has started deteriorating. Reached out to Klipsch. They are saying I'm outside warranty in which doesn't make sense ****** my replacements. Besides, warranty should not be a factor on a replacement. The replacement sent has failed.

  Customer response

  09/18/2024

  This issue has been resolved. Please close complaint.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made purchase of b stock klipsch speakers that are factory sold to little no no defects, after delivery and un- packaging and anticipating, notice a machined imprint that runs up and around speakers that is not the pattern of the grain , if these are being used for from main speakers it does show depending on lighting, I took pics rt off as days go on I'm noticing more and more of the rally strip that a machine put in the finish, I first sent them my concerns the review that was sent from my purchase but never received a reply. Then sent another to customer support with all the pictures and explained the rally strip and after some time I dig get a response saying that this is supposed be that way . (No their not) so I sent a reply that I've asked several times that I wanted this escalated and to talk to someone in management, but still no reply. This really makes me un happy going thru this cause I thought that klipsch was top class and I currently have about 5-sets of klipsch speakers, and I'm starting to debate on weather or not that I made a good choice on the klipsch brand, I will include pictures and info relating. I also would like to address the representative that said that this is normal

  Customer response

  05/02/2024

  It seems that I was from contacted from ****** from klipsch, I sent text back to him and made plans to contact today,  I'm having trouble with mail accounts and cannot find message that he sent to give him a call. If you could send message to call me at ************ 

  Business response

  05/07/2024

  Hi, 

   

  We have reached out to the customer and explained that the finish was as designed and satisfied his concerns.

   

  Thanks and Best Regards 

   

   

   

   

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  bought their cinema 1200 sound bar on 1/25/23 for $1061. Immediately had issues with the sound bar recognizing the proper input. it would work then it wouldnt. began sending emails to solve issues, only to be sent back links to their problem solving page that i had already exhausted. numerous emails later still not a call or attempt to actually talk to me besides just emails that didnt solve anything but a $1000 sound bar that works when it decided it wants to.

  Business response

  02/28/2024

  Hi, 

   

  We had a delay in technical advice response when the case was escalated to determine a resolution due to the issue that caused a delay in warranty response.

  We have reached out to the customer and refunded his order as requested.

   

  Thanks and Best Regards

  Customer response

  02/29/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *******************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Klipsch about a subwoofer that was cutting in and out. I researched for days on what was going on, only to find out that this was happening to most everyones subwoofers at some point in their life and very early on. The design is apparently bad, causing overheating with sub par parts being used on the circuit board. I was unable to give them a receipt, because the company that I bought it from went out of business like a year ago. I reached out to see if this was something that they would warranty, since this is an issue that they are well aware of. I also asked what options I had outside of a warranty claim since I wasnt able to give them a receipt. I was thinking they would offer to sell me a new amp or offer to have me ship the amp to them or a repair shop to have it repaired. I was told to find a repair shop around me nothing else. Zero help. I dont live in a city that has those sorts of repair shops and all the people I can find online are overwhelmed with hundreds of repairs of this exact issue with klipsch subwoofers. With this issue being so prevalent and obviously a klipsch issue and not a consumer issue, they should stand behind their products and take care of these faulty units, regardless of a warranty or even a receipt. If the units had been built properly and to last, this wouldnt be an issue.

  Business response

  10/04/2023

  Hi ,

   

  A full exchange was performed in September for the customer.

   

  Thanks and Best Regards

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Klipsch ******* THX amplifier from Hi-Fi Heaven for $1,145.06 in February and installed it a month ago. We found out the amplifier was defective (no audio was passing through) when we installed it. I contacted Klipsch customer support at that time (June 30th, 2023) detailing the issue (support ticket ******). On July 20th, customer support said: "We currently do not have the ******* THX in stock with no ETA." to which I replied: "...we would be willing to send this amplifier to an authorized Klipsch repair center in the US instead of getting a new one.", considering the delay.Support gave me a name, number and address for a support center, but will not provide a shipping label or any other information on how to get the appropriate service from this provider. I contacted the provider (************************) and was told they don't do warranty repairs for Klipsch. They said they would be willing to diagnose and repair it if Klipsch gave them the green light, but I have not heard back from Klipsch on the matter. It's been over a month now since I contacted customer support and have had no resolution. I would like to get a replacement or get this amplifier repaired.Could you please help me resolve this issue?Thank You!*******************************

  Business response

  08/14/2023

  Hi,

   

  Due to a longer ETA on replacement units, we have referred the customer to authorized electronics repair.

  If a repair cannot be performed due to the type of damage we will replace once we have inventory of this item.

   

  Thanks and Best Regards
  

  Customer response

  08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that Klipsch are trying to resolve the issue, but the response would not fully solve my complaint at this point.  For your reference, details of the offer I reviewed appear below. 

  Klipsch did ask me to contact ************************, so I called them, but GBS states that they "do not do warranty repairs for Klipsch", they only do out-of-warranty repairs for them. I have forwarded the email Klipsch sent me to GBS, and they are trying to determine what steps need to be taken in order to provide a warranty repair. I would also need Klipsch to provide a shipping label for the unit from *********** (*****) or ****** (*****), ** to GBS in ******* (*****), **.

  Here is a copy of the email that was provided by Klipsch:

   

  "Hi *******,
   
  Thank you for contacting Klipsch! Our sincerest apologies for the delayed response while further information in regard to this product.
  

  As far as an exchange for replacement the current ETA for stock of the *******-THX for replacement is mid-November.
   
  We have an authorized electronics repair center, Global Batter Solutions in ******** that the *******-THX unit could be sent to. Repair may be possible if the damage isn't too great.
   
  If Damage is too great to repair, then exchange is the only option.
   
  If you want to send to GBS for repair let them know we approved warranty repair mentioning my name ********************************* and I'll make sure its approved as a warranty repair.
   
  ************************
  ************************* STE 100
  *******, ** *****
  **************
  ******************************/contact-gbs/" 

  Regards,
  
  *******************************

  
  

  Customer response

  08/17/2023

  The company that Klipsch sent me to has agreed to provide a warranty repair for the amplifier, but are refusing to provide a shipping label for the unit. I don't think it is fair to have to pay for shipping of the unit since it never worked in the first place and it is a warranty repair. I would like Klipsch or Global Battery to pay for the shipping of the unit to and from my address.

  Thank You!

  Business response

  08/21/2023

  Hello,

   

  We did not refuse to provide a shipping label in this case.

  We requested the ship from information in order to create the label.

   

  Thanks and Best Regards

   

  Customer response

  09/05/2023

  Better Business Bureau:

  Since the last message, Klipsch have provided a shipping label and the unit was sent for repair to Global Battery. I would now like to close the complaint and **** it as resolved. If there are any other issues I'll be in contact with Klipsch.

  Thank you for your time!

  *******************************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a klipsch cinema **** the first one had problems not working properly theybsent a replacement and it worked 1 time then ************ 3s and subwoofer stopped working. I didn't pay $2000 dollars for it not to work as it should I just want a refund tired of going through the same problems

  Business response

  05/11/2023

  Hi, 

  Sorry, we were in the process of trouble shooting the matter when this complaint was received..

  We are not able to refund a purchase that was not made directly with **, but we reached out to the customer and are initiating a warranty exchange.

   

  Thanks and Best Regards

   

   

  Business response

  05/11/2023

  Hi, 

  Sorry, we were in the process of trouble shooting the matter when this complaint was received..

  We are not able to refund a purchase that was not made directly with **, but we reached out to the customer and are initiating a warranty exchange.

   

  Thanks and Best Regards

   

   

• Initial Complaint

  04/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a Klipsch Cinema 600 Soundbar with Klipsch Surround rear speakers on September 2, 2022 with extended warranty (2 years). In November 2022 the rear speakers started with a high pitch squealing and cracking so bad we had to unplug them. We tried to get help from the store where they were purchased to no avail, they told us we have to go through Klipsch. Contacted Klipsch warranty support who asked if we had something interfering ie. wireless equipment in the same room which we did not. After numerous emails we still could not get rid of the squeal and cracking and finally the original seller gave us a name to take them for repair. Took them in February 7, 2023, yes there is something wrong with the rear speakers. We finally received new rear speakers on April 13th, 2023. These are worse than the first pair, cracking high pitched squealing again. Dealing with Klipsch again who tells us to take them back to the repair shop. Repair shop tells us it is now probably the Soundbar. Klipsch told us to buy some ferrite chokes which we did, didnt help whatsoever. Repair shop tells us it will probably be 2 to 3 months again until we get new rear speakers or Soundbar. For a system we purchased in September we have gotten 2 months out of 9 month operation due to not working and waiting on repair from Klipsch. We want our $1,375.47 back! There has been numerous emails with them regarding what is happening with no resolutions whatsoever. With their limited responses you feel like they honestly hope you will go away and not contact them anymore. Today we received an email stating the case was closed after I sent an email asking for our money back or send us a new system. Done with this company, bad bad business and the worst customer service ever. I guess we had nothing better to do with $1,375 so we just decided to donate it to Klipsch!

  Business response

  05/08/2023

  Hi, 

   

  We reached out to our ****** distribution support team, who handles warranty and sales support in that country, and an exchange for a new system was arranged with customer to get his replaced.

   

  Thanks and Best Regards

  Customer response

  05/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's all spelled out in the screenshots. I purchased 8 sets for Christmas gifts. I was under the impression that they were warrantied for 2 years, the "standard klipsch warranty". No where does it state refurbished items only have a 90 day warranty. 6 of the 8 units do not function correctly, even after trying all the remedies proposed. They refuse to repair or replace them. I'm seeking replacements for the 6 non-working units.

  Business response

  04/10/2023

  Hi, 

   

  We have processed refunds for the 6 refurbished headphones as a courtesy.

  The refurbished products come with a 90 day money back warranty under normal circumstances. 

  These were purchased September 2022 and we were contacted regarding the issue February 2023.

  Thanks and Best Regards

   

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Soundbar and wireless subwoofer from Klipsch on February 20, 2023. The items were received on February 24, 2023. However, the subwoofer did not work. I have repeatedly tried to contact Klipsch by email and by phone for either a replacement that works or a refund. I have not received answers to the emails or the phone calls. I have been on hold for up to 45 minutes each time and have never received a return email. I need to have this resolved as it appears Klipsch will continue to ignore my requests. The amount paid was $229.00.

  Business response

  03/06/2023

  Hi, 

   

  Our sincerest apologies for the delayed response!

  We have reached out to the customer and initiated a complete exchange to get a new soundbar system sent out for replacement.

   

  Thanks and Best Regards

   

   

  Customer response

  03/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *******************************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Cinema 400 surround bar with wireless subwoofer. I called in today, Friday February 24th and spoke with a ***** in technical support. After explaining my issues he starts and continues to literally argue with me telling me it's a TV issue. My subwoofer will not stay on and the sound bar itself randomly turns itself on. He is claiming it's a TV issue/problem and argued with me for ten minutes. Then refused to allow me to speak with someone else in the department.

  Business response

  03/15/2023

  Hi ,

   

  We reached out to the customer and a full exchange was initiated to replace the customer's unit.

   

  Best Regards

  Customer response

  03/16/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩