RE: Crown XTi 4000 Defect

[Hawkins, Heidi]

Hello Kevin,

 

I would be happy to create SRA’s for all the amps below to come in for out of warranty repairs however I will need for you to provide your bill-to and ship-to address.  Once I have that, I will get the SRA’s created.  Also, can you please give a more specific problem detail other than the amps have “gone out”?  Do they not power up? 

 

I will await your reply. 

 

Thank you!

 

Heidi Hawkins

Crown Customer Service

Tel: 800-342-6939 Ext: 8205

 

From: Alien Sound and Lighting [mailto:al...@iit.edu]
Sent: Tuesday, October 08, 2013 8:57 PM
To: customerservice
Subject: Crown XTi 4000 Defect

 

Hello,

I believe the 1st generation XTis have a defect. We have 8 XTi4000s manufactured in 2007 and 6 out of 8 of them have gone out. Is there any way we can have Crown service or take a look at these amps? The amplifiers vary in use, some are used a lot more than others and they all go out the same way.

These are all the amplifiers we have, I'm not sure which 6 out of the 8 are bad:

Crown	Power Amplifier	XTi4000	8001441223	9/19/2007
Crown	Power Amplifier	XTi4000	8001441227	9/19/2007
Crown	Power Amplifier	XTi4000	8001441226	9/19/2007
Crown	Power Amplifier	XTi4000	8001441365	9/19/2007
Crown	Power Amplifier	XTi4000	8001441364	9/19/2007
Crown	Power Amplifier	XTi4000	8001441224	9/19/2007
Crown	Power Amplifier	XTi4000	8001441214	9/19/2007
Crown	Power Amplifier	XTi4000	8001441371	9/19/2007

 

Thanks,

Kevin Zheng

Alien Sound and Lighting c/o Illinois Institute of Technology

 

[Kevin Zheng]

Hi Heidi,

We just secured some money to start processing repairs for the amplifiers.

We'll send them in batches at a time to have them repaired because we still need to use these amplifiers. The first two amp's serial numbers I want to get checked out are: 8001441364 and 8001441365. Please advise on how to process from here.

Thank You,

Kevin Zheng

 

---

Kevin Zheng
Illinois Institute of Technology
kevin...@sbcglobal.net
kzh...@iit.edu

On Wednesday, October 9, 2013 11:03 AM, "Hawkins, Heidi" <Heidi....@harman.com> wrote:

Kevin,

As all of these amplifiers are out of warranty we have a minimum repair charge of $213 (component level repair) and a maximum charge of $363 (major repair including replacing main board, etc.).  Our lead time is approximately 10-15 business days from the date we check the units in to our service department however it could be less time than that if our lead time improves before the amps get here. 

 

If there are amps that do not have any issues at this time, you probably should not send them in as we would have to charge the minimum repair charge for them regardless as we do not create estimates.  Please provide your bill-to and ship-to address and I will create the SRA’s.  Please also let me know if all of the units that you are sending in all of the units or just the 6 and if so, which serial numbers will you be sending in from the below list you provided?

 

Thank you!

 

Heidi Hawkins

Crown Customer Service

Tel: 800-342-6939 Ext: 8205

 

From: Kevin Zheng [mailto:kevin...@sbcglobal.net]
Sent: Wednesday, October 09, 2013 11:52 AM
To: Hawkins, Heidi
Subject: Re: Crown XTi 4000 Defect

 

Hello,

            All the amplifiers that do not 100% function have channel 1 and/or channel 2 no output.. The signal light on the front of the amp turns on when there is no signal. If you plug in the amps through System Architect you are able to generate pink noise through that channel. If xlr channel 2 is out, you can Y the input on channel 1 and get it to output channel 1's signal through both speaker output channels. We believe the XLR preamps to the DSPs are bad. 

 

On one of the amps, if you do some percussive maintenance (hit it slightly) sometimes it will work again. Will this cost anything? I think it's quite odd for 6 amps to stop working the same way. 

 

Also what is the average turn around time? We use our amplifiers at least once a week for events, we may be able to send them in, in two batches so that we can still continue to function

 

Thank You,

Kevin

 

---

Kevin Zheng
Illinois Institute of Technology
kevin...@sbcglobal.net
kzh...@iit.edu

 

---

From: "Hawkins, Heidi" <Heidi....@harman.com>
To: Alien Sound and Lighting <al...@iit.edu>
Sent: Wednesday, October 9, 2013 6:59 AM
Subject: RE: Crown XTi 4000 Defect

[Kevin Zheng]

Hi Heidi,

Before we move forward I just had some questions:

How will you bill us for the repair?

Is there a warranty on how long the repair lasts?

Has our university set up a Net30 account with you in the past?

Thanks,

Kevin Zheng

P.S. Could you please reply all so that I can start responding from my organization email instead of my personal mail?

 

---

Kevin Zheng
Illinois Institute of Technology
kevin...@sbcglobal.net
kzh...@iit.edu

On Monday, September 8, 2014 7:16 AM, "Hawkins, Heidi" <Heidi....@harman.com> wrote:

HI Kevin

I will need the following information from you in order to create an SRA for the two units below:

 

 

Please provide the below information. Once received an SRA number will be assigned to your repair.

 

COMPANY_NAME:         

ACCOUNT:              

CONTACT NAME:        

CUSTOMER_ADDRESS:    

CUSTOMER_CITY:       

CUSTOMER_STATE:       

CUSTOMER_ZIP:        

CUSTOMER_PHONE:       

CUSTOMER_EMAIL:       

 

SHIP TO ADDRESS (IF DIFFERENT THAN ABOVE):

 

 

PRODUCT_MODEL:        

PRODUCT_SERIAL_NUMBER:

PRODUCT_PURCHASE_DATE:

PROBLEM:    

 

PRODUCT_MODEL:        

PRODUCT_SERIAL_NUMBER:

PRODUCT_PURCHASE_DATE:

PROBLEM:    

 

 

** CUSTOMER  NOTE:   Please provide a complete problem description for your amplifier.  Without this information your repair could be delayed beyond the normal repair time because it will have to be tested a length to determine the actual problem.   **

 

ALSO:  PLEASE NOTE:  If you are not an Authorized Harman dealer, pre-payment with a credit card or a check is required before we can ship a repaired unit back to you.  We are unable to bill you on Net 30 terms for a repair if you are not already set up on terms with us as an Authorized Dealer.

 

Thank you,

Heidi Hawkins

Crown Customer Service

800-342-6939 Ext: 8205 or DIRECT: 574-294-8205

[Hawkins, Heidi]

Hi Kevin,

 

We would need to take either credit card or have you send a check in for repair costs before we will be able to ship the unit back to you once it has been repaired.  We do not typically set up accounts for service only. 

 

We give a 90 day service warranty after a unit is repaired.

 

Please let me know if you have any other questions and I will be happy to help.

 

Thanks!

Heidi Hawkins

Crown Customer Service

 

[Hawkins, Heidi]

 

 

Thank you for contacting Crown Customer Service.

 

Your SRA reference number for SN: 8001441364 is 3X51240. The warranty on this amplifier has expired. The minimum repair charge for this unit is $213, which includes $100 bench fee and return freight.  If repair requires replacement of circuit boards or major assemblies, a maximum repair charge of $363, which includes bench fee and return freight, will be charged.

 

Your SRA reference number for SN: 8001441365 is 3X51241. The warranty on this amplifier has expired. The minimum repair charge for this unit is $213, which includes $100 bench fee and return freight.  If repair requires replacement of circuit boards or major assemblies, a maximum repair charge of $363, which includes bench fee and return freight, will be charged.

 

 

 

Crown Factory lead time on this model is currently 15-20 business days once received. Clearly mark the package with your SRA reference number and return to the below address.

 

By sending the unit to the factory, customer accepts repair charges listed above. Payment is due upon completion of repair. If payment is not received within 30 days, a $10 per day storage fee will be added to the cost of your repair.

 

 

IMPORTANT INSTRUCTIONS FOR CROWN FACTORY SERVICE

 

• New box and packing materials are available, upon request, at no charge.  Shipping your unit with improper packaging can result in shipping damage causing the unit to become non-repairable. 

 

• Units received damaged due to improper packaging will be charged an additional $70.00 repair fee for parts and labor not related to amplifier failure complaint. 

 

• A road/flight case is not acceptable packaging and may result in shipping damage. Amplifiers will be returned, after repair, in Crown packaging. The customer will be responsible for any freight damage to the amplifier and freight charges for the return of the road/flight case.

 

• Power cords are not needed for the repair of your amplifier and should not be included with the return unless the cord cannot be physically removed. Any power cords or other items returned with the amplifier will be considered an accessory. Crown is not responsible for the handling of accessories that are sent in with the unit.

 

• Crown must be notified in advance if the amplifier is being sent with a PIP card installed. Additional charges may be incurred for repair of the PIP card, along with the amplifier, if notification is not provided in advance.

 

• All Crown factory repairs have the newest version of firmware installed and all presets are set to factory default. Crown must be notified in advance if you do not want the firmware updated or if the presets should remain as is. 

 

 

NOTE: If you are not an Authorized Harman dealer, pre-payment with a credit card or a check is required before we can ship a repaired unit back to you.  We are unable to bill you on Net 30 terms for a repair if you are not already set up on terms with us as an Authorized Dealer.

 

 

Thank you,

Heidi Hawkins

Crown Customer Service

800-342-6939 Ext: 8205

 

HARMAN PROFESSIONAL

ATTN SERVICE DEPT

1718 W MISHAWAKA RD

ELKHART, INDIANA 46517

 

 

From: Alien Sound and Lighting [mailto:al...@iit.edu]
Sent: Friday, September 19, 2014 1:04 AM
To: Hawkins, Heidi
Subject: Re: Crown XTi 4000 Defect

 

Hi Heidi: the information you requested is below: 

 

CONTACT NAME: Alien Sound and Lighting

CUSTOMER_ADDRESS: 3201 S. State St

CUSTOMER_CITY:       Chicago

CUSTOMER_STATE:       IL

CUSTOMER_ZIP:        60616

CUSTOMER_PHONE:     773-918-5917  

CUSTOMER_EMAIL:       al...@iit.edu

 

SHIP TO ADDRESS (IF DIFFERENT THAN ABOVE):

 

 

PRODUCT_MODEL:        XTi4000

PRODUCT_SERIAL_NUMBER: 8001441364

PRODUCT_PURCHASE_DATE: Sometime after 9/19/2007

PROBLEM: ch 1 input bad  Ch 2: Responds to percussive maintenance(hitting it)

 

PRODUCT_MODEL:        XTI 4000

PRODUCT_SERIAL_NUMBER: 8001441365

PRODUCT_PURCHASE_DATE: Sometime after 9/19/2007

PROBLEM:   Input 2 bad. Shows signal when there s no signal. Problem is intermittent. Ch 2 is also quieter.

Amplifiers were made from the same batch.

Also, can you ship boxes to us to put these amps in or do I have to take care of that?

 

Thank You,

Kevin Zheng

President

[Hawkins, Heidi]

HI Kevin

Please do not ship the amps in one box.  This will most probably cause freight damage.  We prefer each amp be packaged separately.  If  you would like for me to send shipping boxes to you to ensure the units are packed well, please let me know.  We offer packaging to be sent to our customers free of charge to ensure the amps are packaged properly.

 

Thank you!

 

Heidi Hawkins

Crown Customer Service

Tel: 800-342-6939 Ext: 8205 or DIRECT: 574-294-8205

 

From: Alien Sound and Lighting [mailto:al...@iit.edu]
Sent: Sunday, September 21, 2014 2:44 PM
To: Hawkins, Heidi
Subject: Re: Crown XTi 4000 Defect

 

Hello,
Can the amplifiers be shipped in one box? Also is the address I'm sending the amplifiers to, the address below your email signature?

Thank You,

Kevin Zheng

President

 

[Hawkins, Heidi]

Sure, I will send boxes.  Yes, the units will be shipping to Indiana.  J

Thanks!

 

Heidi Hawkins

Crown Customer Service

Tel: 800-342-6939 Ext: 8205 or DIRECT: 574-294-8205

 

From: Alien Sound and Lighting [mailto:al...@iit.edu]
Sent: Monday, September 22, 2014 1:49 PM
To: Hawkins, Heidi
Subject: Re: Crown XTi 4000 Defect

 

Yes I would very much appreciate boxes sent to me. I assume I will pay for shipping back to Indiana.

Thank You,

Kevin Zheng

President