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A community member
Jun 20, 2017
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I bought these a while back and these systems were being manufactured with a known defect for a while. There can be a persistent hum from the speakers that doesn't go away. Dealing with HiVi to get it fixed is next to impossible because they have zero functional customer service in the states. The company I bought them from Audio Insider was the only dealer in the US at the time (3 years ago or so) and he "repaired" them by not doing anything and just sent them back. It took several times of sending them back and forth before he actually upgraded the internal components and fixed the hum. Super shady dealer (he's since changed his name to Chane Music Cinema but it's still him) and HiVi wasn't much better in dealing with them.
Jun 20, 2017
JonLane
192
Chane Music & Cinema
Jun 21, 2017
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Chane has been authorized importer, direct seller, wholesaler, and warranty center for 13 years based on a relationship with HiVi going back almost 25 years. We've serviced a very wide array of models as HiVi's North American agent and have even co-designed a number of models. All users are invited to contact us for warranty and parts on an almost indefinite basis. We've never once done what you're alleging - kindly stop anonymously misinforming the public as to our service and character.
Jun 21, 2017
Hrlyrdr22
8
Jun 21, 2017
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Simply arguing against a customer instead of apologizing reenforces the fact that you are a shady dealer. "WE'VE never once done what you are alleging" complete blatant lie. The mere thought of claiming all your employees fix defective products 100% of the time just discredits everything you have just said. It really does pain me that there are people with this much autism.
Jun 21, 2017
6EQUJ5
447
Jun 21, 2017
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So you're alleging that you are not and have not and have never been affiliated with TheAudioInsider.com website or its business and operations ever?
" Last October, Jon Lane (The Audio Insider) and Craig Chase (Chase Home Theater) announced the merger of their two companies to form Chane Music and Cinema (CMC). For enthusiasts, this marked the marriage of two exciting, and different, product lines; Chase Home Theater being widely known for their excellent home theater and bass systems, and The Audio Insider known for high performance speakers oriented toward two-channel audio. "
So you're telling me this past customer is lying? It's better to address the issue and speak the truth than tarnish ones own reputation. But I guess it's a bit late for that, salt in the wounds already. It only takes a little Google detective work to see who is telling the truth. I guess I know my answer.
Jun 21, 2017
JonLane
192
Chane Music & Cinema
Jun 21, 2017
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Please consider rereading my reply - Chane has been authorized importer, direct seller, wholesaler, and warranty center for 13 years based on a relationship with HiVi going back almost 25 years. We've serviced a very wide array of models as HiVi's North American agent. All customers are invited to contact us for warranty and parts on an almost indefinite basis. I'm afraid we do not know who this individual is or what s/he's referring to. I simply cannot react as though the default is that we - or any other merchant - should be presumed otherwise. If there is an issue, you or anyone else are always free to contact us.
Jun 21, 2017
A community member
Jun 21, 2017
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As the Audio Insider I had to send back these speakers multiple times and you kept alleging the hum was fixed until the third time where you actually said the components were finally replaced.
Jun 21, 2017
A community member
Jun 21, 2017
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You continually refused to pay freight both ways on the speakers even though I had to send them back multiple times because you fraudulently claimed the items were repaired.
Jun 21, 2017
JonLane
192
Chane Music & Cinema
Jun 21, 2017
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Hivi Swan have supplied probably one hundred thousand M10s worldwide, with up to 10% of them in North America. The design is a success and a real favorite with Massdrop customers, as well as with the importer and individual dealers.
The design is solid and the value is substantial (especially now that it's less than $100). 100% of production go through visual and operational testing before packaging so each one is known to be good before leaving the plant. Once here a replacement policy covers all M10s in the first 30 days of ownership, with a one year product warranty covering the product thereafter.
As a consumer product the M10's in-field service record is also excellent, with only about one half of one percent of their owners requesting service. Of those, about a third of all M10 returns prove to be actually flawless. After thorough re-testing, if a warranty station finds there's nothing that needs to be done and can be done, they are returned. Customers generally never find issue again.
If there is any doubt that they may present a problem in the field, warranty allows for complete replacement or electronics-only replacement at the station's discretion and within the warranty terms expressed at time of purchase. (Customer-damaged and improperly-packaged units that otherwise re-test perfectly are also returned to the customer at the station's expense. Warranty naturally does not provide for complete product replacements for units returned in neglected or damaged condition.)
Of the 30% or so that prove to test perfectly, there is no way to determine if the user's local environment - radio interference, electrical interference, or improper grounding - may be issues and so no way to guarantee that they will not recur. While a warranty call absolutely aims for perfect operation every time, there's just no way to be on-site for ten thousand units to ensure perfect setup. In those events all a station can do is test and return, or if an issue is found, replace, test, and return.
I don't know who you are or what your item's service record is. Chane and all other HiVi agents have no interest in anything but our customers' satisfaction and we'll all do our best to assist it. There's no 'known defect' in the M10 and if you or any M10 or HiVi Swan owner need service, we urge you to contact us. Obviously you can't be helped through an anonymous complaint, especially when these procedures have been in place for over ten years.
I appreciate the opportunity to explain the service all buyers may expect when considering this product. Part of the M10s success is the simple fact that we all have everything to gain from solid, standard warranty and service practices. Thanks again.
Jun 21, 2017
A community member
Jun 21, 2017
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Great job on the brochure paraphrasing, but I definitely had nothing but an abysmal experience with Audio Insider now Chane Music & Cinema. Eventually, after the third round trip and the actual internal component replace these speakers sounded great. Unfortunately it was a really unnecessarily difficult road to get there because you refused to acknowledge the flaw in the speaker initially, then claimed falsely that you repaired it. These speakers can be pretty good but definitely beware if you have any issues like the common one of the background hum in these speakers because Audio Insider and Chane are not to be trusted.
Jun 21, 2017
Elsid
698
Jul 15, 2017
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Thanks, you probably made them fix it for future customers. If more people took on the hassle of returning defective low price items, then qc would generally be better for all.
Jul 15, 2017
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