there are a few things he can do before he sends it in. benching it and testing the wires as they are. test 12v from the power and ground. i had to go through a 5 yr old best buy install to find out why rear speakers quit working in a church van lol. (i got yelled at for it to shows you how much that lifetime warranty means) ended up taking 2 hours and the place where they ran the new speaker wires ended up getting pinched over time due to people stepping on the trim it was under. it was really a bad idea install considering they could have moved the wire to under the carpet...the trim had about 10000 little gripper teeth digging into the wire and carpet.