And here is my story (this goes back to 2023 - sorry it ended up being too long):
In 2023 I bought 4 new ceiling speakers. I did some research and decided the Emotiva BasXA4 4ch amp was adequate for the new speakers. Bought the amp brand new directly from Emotiva's website in July 2023. Initial impression was good. Decent looking amp. The amp was not 100% silent - I could hear a slight hiss from the ceiling speakers with no music playing but since I couldn't hear the hiss from my listening position with music or movies I decided to keep the amp. My pre/processor is an Anthem AVM90.
Within a day or 2, the amp developed a problem: The
trigger cable on the Emotiva amp would
not stay inserted as expected. Because of that, it would "pop-out" very easily, shutting down the amp. I tried several trigger cables. No luck. Somehow the female trigger
input on the Emotiva was too deep for the trigger cable that came with the Emotiva amp as well as my own trigger cables. I never had that problem with my other components, so, I contacted Emotiva customer service via email...
After several emails back and forth they requested a video showing the problem. I sent them the video (I still have it) which clearly demonstrated the problem: No tight fit. Trigger cable pops out.
Emotiva issued an RA and at my own expense I sent them the amp,
including the trigger cable that Emotiva sent with the amp. I thought they would replace the Input Trigger plug or that they would contact me with details about the problem. I sent them the amp on Nov. 21. They acknowledged receipt of the amp on the 27. The next email update was Dec. 4 which included this sentence: "
Our service technician found the following issue: No problem found when cable isnt fully seated and you feel resistance push cable in with a small amount of force." They send the amp back to me as-is without having done ANYTHING to it. They NEVER contacted me to review the details; they simply sent it back to me. Nothing fixed. No mention of a trigger cable at all or anything pertaining to that.
I was fuming. I immediately sent an email requesting the details but I kept getting some kind of "nice" automated emails with the Tracking number; no direct replies to the questions in my emails. On Dec. 4, 2023 I wrote to them: "
I have a question: Do any of you at Emotiva Customer Service actually read what customers write/ask? My questions below have been completely ignored." The next day I finally got an email from them indicating I would get a call. The GM did call me and he did apologize. We reviewed the details and he mentioned the tech was confident that sending me another trigger cable would solve the problem (why wasn't that done to begin with?) A few days later I received a new trigger cable from Emotiva. That one had a
longer pin which did solve the problem by staying plugged in as expected. Yes, the problem was eventually solved but due to the way my case was mis handled they lost a customer - for life.
Shortly after that I sold the BasXA4 and ended up replacing all my other amps too (Aragon 8008BB and B&K 125.5) with new Hypex NCx500 based amps which I absolutely love. Silent, cool running, they drive my demanding Martin Logan SL3 electrostatics effortlessly. So, the bad experience I had with Emotiva ended up being a good thing because I ended up buying 2 new amps (3ch & 8ch for my 7.3.4 system) - different brand of course.