HSU Research Customer Service not acting fairly

[j20052]

Two weeks ago, I ordered a pair of VTF-15H MK2 to replace two dead Velodyne 18” subs. The stupid mistake I made was to not take measurements and assume that a 15” sub would always fit in a space where an 18” was integrated in my theater furniture. I was wrong and they do not fit as they are too deep and too tall. The smaller 15’ model does not fit either, although only by an inch. The shipping cost was around $300 for the pair.
I called customer service, who nicely offered to take them back, especially since I didn’t even unpack them. However, they categorically refused to offer the same shipping cost as what they charged me to send them to me. In fact, the lady on the phone literally said “It’s really expensive to ship back and you should sell them locally”. Turns it she knows very well, because the cheapest UPS cost is $600 for the pair instead of $300 that HSU can pay to ship.
I find this answer to be particularly unfair as I will now be down $900 (300+600) for my mistake instead of $600 (300+300). I really don’t understand why HSU cant provide their shipping rate along with the RMA they provided.
I do not like to sell gear on the internet and it would need to be a pickup type of sale, so the option to sell locally is unappealing to me.
Anyways, I wanted to mention this situation because I think I am being treated unfairly by the company. The customer support lady was pretty firm, and I even had my wife call back the next day and she got the same answer. So we know where HSU stands.
Disappointing .

[j20052]

Well I was hoping that this post would cause HSU to respond appropriately but it really appears like they either don’t care or that they don’t follow their own forum very closely.
In any case, I miraculously found a specialist tiny electronics repair outfit in New Jersey and they were able to fully repair my Velodyne plate amps under less than one week door to door for $175 each. Both my 18’’ Velodyne subs are back to full life, and I obviously wish I would have found those before wasting time and money buying new ones. Total fiasco but at least I’m back in full operation. A bit embarrassing but it doesn’t remove the fact that HSU is not acting fairly.
I am biting the full shipping cost bullet and returning both subs to HSU tomorrow. I guess I won’t be a member of this community, although I hope HSU continues to build what appears to be great products and I furthermore hope they improve their customer service.

Regards

[nhpm510]

Sorry to hear about your difficulties. Tried to response yesterday, but was awaiting account activation

I was going to ask HSU the same question on return shipping for a larger sub. (I ordered a 2.5)

Out of curiosity, where are you located?
Someone might rather save themselves and you some money by possibly selling it locally --or ship it directly to them -- vs all the way back to California to land in B-stock.

Regards,
PM

[j20052]

Not sure it would be B-Stock as I didn’t even open the boxes, but in any case I am in the NY tri-state area, Connecticut more precisely. I’m going to ship those tomorrow or Friday and move on with my life. My theater is already back and working and this episode will soon be forgotten. I wound up wasting 3x more money in shipping back and forth versus the cost of repairing my Velodynes, but my mistake. I’ll just remember to forget this brand in the future if I ever need new gear as they won’t succeed in the US without a better customer support approach. They didn’t even grace me with and answer on this forum, whatever.

[Kevin_Hsu]

Hi there,

Not much more I can say here than what was already said when you spoke to the representative. That is the policy. I have forwarded your feedback to Dr. Hsu.

[j20052]

This will be my last answer. The fact that it is “policy” doesn’t mean it’s right. I hope your “policy” doesn’t make your company look customer unfriendly because I have never ever seen a policy like this anywhere els in the USA.. It costs you nothing to be customer friendly on this particular situation. Enough said, I am shipping them back to you tomorrow, and as much as I would have liked to be a future customer of your brand when I build a new theater in my new house next year, you are making it challenging and I will pass.
Goodbye

[Todd G.]

Tough situation to be in as a consumer. But each subwoofer's page clearly shows dimensions (height/width/depth) with and without feet as well as including amplifier heat sink depth. I was fortunate enough to make sure my VTF3 Mk5 would fit between my chair and sofa before ordering. Measure twice, cut once...the information is clearly published and available.

Also, shipping to the east coast from California probably cost Hsu Research quite a bit more than they charged you, so it makes sense as to why return shipping is as expensive as it is...and not on their dime. I paid the same shipping to Colorado as you did to NY and return shipping for me would be close to $200. You got a screaming deal to get them to your house.

Hsu is a small company compared to many other subwoofer manufacturers out there and don't do quite enough volume to eat return shipping because it's "the right thing to do" in the consumer's mind. I feel for you and not sure how I would feel in your shoes. Still, check what another small subwoofer company would charge you for return shipping and what their policies are. I can't imagine you will find much of a difference in policy.

Hsu's return policy:

"30-day Satisfaction Guarantee.

If you are not completely satisfied with your purchase, you have 30 days to begin the return process. We will refund the complete purchase price, minus any shipping charges, after our technicians review the return. The refund happens under four conditions: (1) all items must be in "like new" condition, (2) there must not be any missing items, (3) the product needs to be in transit back to Hsu Research within 30 of delivery (4) you must call us to receive an RMA number. Failure to comply with all of these conditions may result in either the item being refused or you may be charged a 15% restocking fee. In the event that the item(s) returned arrives damaged, the customer is responsible for filing any claims with their courier.

Package Orders: In the event that you receive the unit(s) damaged, a replacement unit(s) will be shipped out at no cost to you. However, if you decide to return the entire package, you will be responsible for all shipping and handling charges both ways for all returned items and the same terms as stated above will apply.
Hsu Research reserves the right to modify the 30 day tryout policy without notice."

Like them or not, those were the terms of your purchase.

Best of luck. I hope you're able to sell the subs locally.

[j20052]

I moved on.
Returned them to HSU and got my dual 18” Velodyne fixed for $350, or almost half the cost to just return the HSU. I made the triple mistake of (a) not measuring before purchasing, (b) not checking 100% whether the Velodyne could be fixed (got lucky to find cheap but EXTREMELY competent and responsive small NJ outfit on AVR Forum) and (c) buying from a small company.
I’m happy now, the dual Velodyne 18’s are working amazingly. I’m just waiting for HSU to refund my purchase.