I have no horse in this game.I have a sincere question for you, no aggression or attitude implied. What would you do in my position, if companies that you are an official dealer for, told you that if you don’t test/inspect an amp within two weeks of receiving it, that you can’t return it if it ends up being damaged or being DOA? Wouldn’t you rather someone test an amp to make sure it’s OK, rather than have your time wasted getting a defective product and then having to return it?
I respect your opinion, but try to understand where I’m coming from.
But from what I can read, you didn't have the original packaging. You assumed the customer would be ok with whatever packaging you did have, and you didn't communicate clearly or set expectations before shipping the amp. Then the customer paid for the return shipping due to having different expectations. Honestly, you both had a different view of what was appropriate. Neither is right or wrong or really needs so much defensive posturing.
I think it is ok for a customer to want the original packaging on a high ticket item. In the future, consider talking to the customer before you ship the item? It's only 1% of transactions. Explain the situation and decide what to do with the customer involved. Worst case you lose a sale because you can't agree on a resolution, but you avoid having to argue on the internet.
Fwiw, I bought an Engl around 2002 from a different US dealer, and it didn't come with spare tubes. Come to think of it, I've never bought an amp that had extra tubes in the box. Not saying you are wrong, just saw this statement and was a bit surprised.They come with spare preamp tubes, didn't get those either
And not that it matters, but Engl branded tubes I had were noisy as hell. Not sure why anyone would want to keep the original ones or care about them.
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