ComplaintsforKlipsch Group Inc

• Initial Complaint

  02/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In Feb. of 2023, I purchased a set of Jamo S809 floor standing speakers (which are made and marketed by Klipsch) from an authorized dealer. I received the set, registered the 1 year warranty and set them up. They worked for about a week and then I heard a loud thud. Turns out that a heavy magnet had fallen off one of the woofers and banged to the bottom of the cabinet internally, causing that one woofer to stop working. I contacted Klipsch customer service via chat and they verified that they were under warranty and that I had purchased from one of their authorized dealers (required for warranty service). I described my situation and requested a replacement 5" mid/woofer to replace the defective one. At this time, I was informed that they did not have any in stock now or in the foreseeable future and that I should try to make the seller deal with it. The short of the matter is, that it has a one year warranty and they cannot honor it because they do not stock parts. I seek to get this company to honor the warranty and obtain and ship to me the replacement part that I need to render my product properly working again.

  Business response

  02/14/2023

  Hi, 

   

  The initial conversation with Klipsch implied that the speaker damage in question was shipping damage which would be the responsibility of the shipper, the dealer in this case, to file a freight claim and replace. This is why the customer was directed to the dealer for assistance originally.

   

  After reaching out we have determined the unit had hidden damage that does not appear to be from that shipment from the dealer so we are initiating an exchange to replace the speaker.

   

  Thanks and Best Regards

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase of a sound system direct from the Kilpsch website on 12/7/22, order #*********. I have had multiple issues with this transaction starting with incorrect shipping and tracking information that resulted in not being able to track for secure delivery and showing up in a damaged and open shipment box. The device itself did not appear to damaged. I then purchase the corresponding Klipsch speakers for the surround sound that are made for this same unit. Within 24 hours of receipt of the surround speakers they would no longer work correctly and pair with the main unit. I reached out to Klipsch support numerous time. I was provided with a firmware updated for the main unit and results that should be on the readout upon completion. I have performed this update numerous times and the main unit is not updating to the firmware requirements they supplied. It has been two weeks and I can not get any confirmation as to why the firmware is updating incorrectly or a potential resolution to the problem. I have made several written requests for a return authorization and refund for my purchase. Still no response. I do get automated messages asking me to be patience as they are abnormally busy and they have not forgot about me. However I believe these are a stall tactic to try and resolve my issues as I see dozens and dozens of these same complaints for lack of response. I have attached the internal ticket log from the Klipsch website support team to verify my claims. I have already returned the surround speakers that were purchased from Klipsch on Amazon. I am seeking the *** prepaid shipping label and refund for the main sound system (which will not update to the correct firmware) that I purchased from Klipschs website directly.

  Business response

  01/10/2023

  Hi, 

   

  We apologize for the issues with this purchase and we have refunded the order that was placed directly with us from our website.

   

  Thanks and Best Regards

   

   

  Customer response

  01/12/2023

  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

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I called last week to correct my shipping order cause I accidentally put the wrong address. ******** service agent said she was going to correct it to the logistics team and they didn't. They were very rude and didn't help second time I called to correct the address. I will like if you can please have the courtesy of correcting my shipping order to *********************************************************. Please give me a call at ********** to rectify this situation thanks

  Business response

  12/20/2022

  Hi, BBB,

   

  
  The Shipping address was corrected with the Fed Ex carrier on 12/16/2022. We could not edit the shipping address on the actual order showing on our website under his account.

  Fed Ex tracking https://www.fedex.com/fedextrack/?trknbr=392473535243&trkqual=12024~392473535243~FDEG 

   

  Sorry for any confusion.

   

  Thanks and Best Regards

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earphones keep discharging in a matter of minutes after being fully charge. I purchased these earphones on Dec 3rd 2022 Im extremely disappointed .

  Business response

  12/19/2022

  Hi, 

   

  The issue described has a possible trouble shooting resolution and we reached out on December 8, 2022 to provide the instruction.

   

  Depending on the outcome of the trouble shooting there may be a need to exchange, but possibly not.

   

  Once we hear back from the customer regarding the results we can proceed depending on what is needed.

   

  Thanks and Best Regards

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1) Date of Transaction - Dec. 8, ******) Amount of money paid to the business - $1,027.14 (including taxes).3) Business committed to provide to me - A working product that does not have any hardware or software issues at the time of purchase.4) Nature of the Dispute - The lack of full support and assistance to resolve the audio soundbar issues. The audio soundbar issues prevents the audio sound from being received and subsequently affects the subwoofer modes from portraying the right sound. This forces me to unplug and plug the system many times to "temporarily" resolve the issue. Either I am directed to provide the same type of information that I have done before or I am "promised" a long term working solution that will permanently resolve this issue. It seems that there is no real solution that the Klipsch Engineering team is working towards and I am stuck in the middle with a bad working product.5) Has the business tried to resolve the issue? - The business tried resolving this issue by providing me step-by-step guidance to update the firmware on the soundbar. I followed their guidance by downloading specific extension files onto a USB flash drive, and then, uploading those files into the soundbar itself to resolve the issue. This happened only when I reached out to customer support via email and phone to determine the potential solution to resolve these soundbar audio issues. The Klipsch support team wasn't very responsive and took several days to reply back. After performing the steps to resolve the audio issues, the same issues came back. When I reached out to them again, they promised a permanent solution. It has been several months now that I've been waiting for this permanent solution to take place and it seems that there is no direction or timeline of when this issue will be resolved.6) Account Order Number - #*********

  Business response

  11/02/2022

  Hello, 

   

  We had been supporting the sound bar issues the customer experienced and working to resolve reported issues each time we were contacted most were firmware issues that we actively work to continually update and we have now exchanged the complete sound bar to satisfy the customer.

   

  Thanks and Best Regards

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased speakers from them a year ago, the main amp went out. Contacted customer support, have not gotten any contact yet after the first email. Need to get the amp replaced, which is covered under their warranty.

  Business response

  07/14/2022

  Hi, 

   

  Our sincerest apologies for any delays.

   

  We have processed a warranty exchange to get the customer a complete replacement.

   

   

  Thanks and Best Regards,

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a cinema **** sound bar. It does not work. I have been trying all the solutions they have come up with. It is all in email since February. It is frozen and cant use it. You cant speak to anyone on phone. They dont respond right away to email. I want it replaced or my money back

  Business response

  05/26/2022

  Hi, 
  

  
  We received this complaint today 5/26/2022 and the complaint is dated 5/10/2022.

  
  
  We have already been in contact with the customer and arranged an exchange for replacement on 5/12/2022. The replacement item is on back order and will ship as soon as our stock arrives.

  
  
  Thanks and Best Regards

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Klipsch Cinema 600 5.1 sound system from ABT online on October 25th, 2021. On March 25th, 2022, the soundbar stopped working and I reached out to Klipsch support. After a brief troubleshooting, it was determined that the unit is bad and needs to be replaced under warranty. I was told that the replacement units are on backorder and will be available mid to late April. As I did not hear back, I reached out again on April 15th, and was told again that there are no updates on the shipping date. This has gone back and forth, and I offered to pay the difference to replace my system with a next model up, the 800, which is similar. Klipsch upgraded my order to 800 free of charge, however there is still no update on the shipping date. After I followed up with them on May 2nd and informed them that several large retailers (***********, New Egg and ***) have the system in stock, I requested a call back from the management to discuss this further. This morning, May 4th, I received a note form the CS supervisor informed me that while the retailers may have the systems in stock, those are not updated, and the units that Klipschs will receive will all be updated before shipping them out which will take several weeks, in addition to the fact that they are not sure when they will receive them!At this point, I have lost faith that Klipsch is capable or interested in resolving this in a timely fashion. While returning the system to ABT where I purchased it from is a possibility, I would have to completely uninstall it and install a new system (cabling, speaker mounts etc), which will be additional cost to me.

  Business response

  05/10/2022

  Hi, 

   

  We sincerely apologize for the delayed shipment of replacements due to back order.

   

  We have shipped a replacement Cinema 600 sound bar and subwoofer system to the customer now.

   

  Best Regards,

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Electronic Product under warranty not getting support needed to replace faulty unit. Purchased a Klipsch Cinema **** in July 2021, have notified Klipsch service via ************* do not receive timely response, have only received basic email responses from Support none of which have solved the on-going issue with sound not working properly. I continue to email regarding steps for replacement, but attempts to contact are not followed up by Klipsch timely, nor have they offered any good solution. The only solution that works is to unplug the unit and plug back in for hard reset. At this point have to do this daily for sound to work, which should not be required on a product at this price point and supposed quality from Klipsch.

  Business response

  05/13/2022

  Hi,

   

  The issue appears to be firmware related and we have sent out materials to update the customer's unit and will continue to work to support to resolve the issue as needed.

   

  Best Regards,

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sound bar from klipsch through a authorized dealer(they were great to deal with). Klipsch on the other hand not so much. Bought the sound bar back in sept. 2021 worked good for about 4 months, a few buggy issues but thats something I was able to look passed due to great sound quality and also knowing firmware updates could fix them. Well as the firmware updates came out everything got progressively worse. Turn on the sound bar and zero sound comes out. The sound bar has to be unplugged and plugged back in multiple times every single time I use the sound bar(every time I turn on tv because they are connected). Some of those times I unplug and plug back in the remote or display wont work causing another unplug and plug back in. Ive tried calling them and sat on the phone for an hour multiple times just to sit on hold with no answer. So I started emailing. My First email was on feb 25th 2022. Klipsch responded on March 1st with a generic scripted email offering no help. So I responded the same day stating Ive done everything they told me to try. March 3rd I get a response but its the same exact email I got the first time only reworded. I respond restating everything Ive done that theyve asked. March 8th received a automated emailed saying we havent forgotten about you. That was the last email Ive got from them. I emailed them again on March 25th telling them that I need help and I would be contacting the bbb. Still no response from them. I feel that when someone spends **** dollars on a piece of audio equipment it should work as advertised. This sound bar is not working as advertised and they arent making good on their product. Im also still well within my manufacturers warrantee period. At this point I need help getting answers and getting a refund for a falsely advertised product. Thank you.*****.

  Business response

  04/25/2022

  Hi, 

   

  We have continued to work with the customer and so far it appears that the firmware update last tried has resolved the issue with his sound bar.

   

   

  Best 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. ↩