Had a problem with an Orion 2500, so I sent it back. A couple weeks went by, no word from DEI, so I call them.
After sitting on hold for half an hour, the guy who answers tells me that it will probably just be sent back to me, and Ill have to send it in again. Why?
Because I didnt get an RA number.....The warranty paperwork that came with the amp said if warranty service is needed"
1. send a receipt
2. send a description of the problem
3. send $15 for return shipping
Thats it, nothing about an RA number. So he then says he will just go ahead and override it, so a new amp can be sent out to me. This was two weeks ago.
I call back the following Thursday to get a tracking number, and the same guy (Jeremiah) says that my amp is lost, before they can do anything with it they have to find it, "somewhere in our warehouse, hopefully". So he tells me he will go look for it right away and call me back the same day.
So, last Wednesday, a week and a half after the Jeremiah guy says my amp will be sent, a lady calls me and tells me she is the manager of the department. I tell her whats going on, and she says she has no record of a new amp being sent out. So she tells me she will get one out right away, and Ill have it by Tuesday (today.)
So I call today, the automated system says there are nine calls ahead of me. I sit on hold for well over an hour, its down to saying one call ahead of me, and then their voice mail picks up, and I have to leave a message, no options.
After leaving a message, I call back, and theres even more calls ahead of me this time. So I hang up and call back, push the prompts stating that Im a dealer, because I dont want to wait on hold again, and (amazingly) someone answers the phone within 30 seconds.
I tell them whats going on, they promise to get it taken care of "right away." Its been 4 hours, no phone call, UPS is usually here by now, so no amp.
I have people interested in buying it, just waiting on pics.
More or less, Im never going to buy another product made by Directed, ever again.
Good luck to you if you ever need those bastards to repair anything.