Reverb issue

Ended!
Vox Night Train Classic NT15C1-CL Limited Edition 15W 1×12 Combo 2010s – Black
Seller: Doug’s Gear Outlet
Condition: Mint
Asking Price: $335
Shipping: $60
Order #: 19538970   Ordered: 01-26-2024   Shipped: 01-26-2024
UPS: 1ZF6Y8414299085963
Total: $398.56

Michael,
thanks for your purchase. I am preparing the amp for shipment. I will be dropping it off at the shipper tomorrow morning. Thanks Doug

Doug’s Gear Outlet Jan 26, 2024 01:29 PM

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Michael
Just letting you know I dropped off the amp at the UPS Access Point closest to my home this morning.

Doug’s Gear Outlet Jan 27, 2024 09:37 AM

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Thanks.

mike ‘s Gear Garage Jan 27, 2024 10:16 AM

Amp has problems. It appears that the jack and bright channel gain pot are the issue, possibly loose on the board. There may or may not be a bad or loose pre-amp tube as well.

mike ‘s Gear Garage Jan 30, 2024 05:23 PM

Mike I was not aware of any issues with the amp. Honestly I don’t know much about the inner workings of the amp. Are these issues resulting from being shipped. Let me know how we may be able to resolve this problem.
Thanks Doug

Doug’s Gear Outlet Jan 30, 2024 05:34 PM

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I don’t believe it is a shipping issue. It is likely from use, plugging and un-plugging the guitar cord resulting in cracked traces on the circuit board.

The amp is un-reliable and needs repair.

This is all I could find on youtube:

It may or may not be an easy repair – sometimes bad traces can be heated up and “re-flowed” to repair them, but there is risk in that as the PCB can get damaged, etc.

The video is a head; disassembly of the combo may or may not be difficult.

$400 is too much for a broken amp, so I want to return it.

mike ‘s Gear Garage Jan 30, 2024 05:58 PM

Mike sorry for this problem. This amp has probably only be used less than a dozen times. I understand your disappointment as I am disappointed also. I will contact Reverb support tomorrow and see what is required to resolve the issue and meet your return request.

Doug’s Gear Outlet Jan 30, 2024 06:22 PM

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OK.

One alternative is, I can open it up to see if it’s repairable, but I do not want to do that without your permission.

It may be possible to just see the issue, and I could send pictures if so.

Bench repair time here in Chi is around $100/hr.+, so it would not be worthwhile to bring it in, besides the fact that the nearest repair place appears to be about 1-1.5 or more hours round trip.

If it has only been used less than a dozen times, as said, it may be that it got dropped, or more likely, something got dropped on it when the cord was plugged in, or the cord got yanked. Because the bright gain knob is also messed up, I think the second or third possibilities are greater.

I own a few amps, and I had a similar issue (switch, not jack) with a Fender HRDX that I was able to fix (still have it, nice pedal platform, but these Vox sound good without pedals).

mike ‘s Gear Garage Jan 30, 2024 07:13 PM

Michael
Contacted Reverb support. Chatted with a rep described your reported issues with amp and told them you want to return the amp. They started a claim for amp since it was insured. You can initiate a refund/return from your purchases page. We will both be receiving an email in a few days. Thanks

Doug’s Gear Outlet Jan 31, 2024 12:48 PM

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Ok.

mike ‘s Gear Garage Jan 31, 2024 02:29 PM
===============================================

On Friday, February 2, 2024 at 12:49:20 PM CST, Phil C. (Reverb Support) <support@reverb.com> wrote:

##- Please type your reply above this line -##
Reverb
Hi Mike,

I am reaching out to you in regard to Order # 19538970 for the Vox Night Train Classic NT15C1-CL Limited Edition 15W 1×12 Combo. I am sorry to hear that this amp arrived damaged.

Thankfully, your seller did purchase Reverb Safe Shipping and we will be happy to process a claim. I attempted to view the video you shared so I can understand the damages reported. However, I see that this video was removed. Can you please add this video back so I can best understand the damage reported?

Lastly, would you be open to a partial refund to cover repair costs? Thank you, I am sorry for the trouble, but I appreciate your patience and understanding.

Best,

Phil C. | Resolutions Specialist

On Friday, February 2, 2024 at 01:52:50 PM CST, Michael E Vlahakis PC <mevvv@sbcglobal.net> wrote:

no video was posted

the issue involves the input jack and adjacent gain pot

no offer of partial refund was previously made

I bought another of the same amp – on Reverb – on the 31st

Order #: 19538970

I want this one gone – waste of my time and money and effort

To:
Phil C. (Reverb Support)

Sat, Feb 3 at 10:02 AM

Hello?

On Monday, February 5, 2024 at 04:32:53 PM CST, Phil C. (Reverb Support) <support@reverb.com> wrote:

##- Please type your reply above this line -##
Reverb
Hi Mike,

Thank you for the information. I apologize, I thought the video you shared from YouTube was a video demonstrating the damage you are reporting. Please provide documentation verifying the damage so we can review here.

Moving forward, we can either pursue a partial refund to cover repair costs. Or, we can pursue a return for a full refund. Based on your previous email, you wish to pursue a return, correct?

Best,

Phil C. | Resolutions Specialist

To:
Phil C. (Reverb Support)

Mon, Feb 5 at 4:38 PM

Yes, I WANT MY $400.

There is no video.

It is an electronics problem that cannot be seen, only heard.

Please stop stalling and send the return documentation. so that I CAN GET MY MONEY BACK.
On Monday, February 5, 2024 at 04:43:10 PM CST, Phil C. (Reverb Support) <support@reverb.com> wrote:

##- Please type your reply above this line -##
Reverb
Hi Mike,

Thank you for the information. I have no intention of stalling your resolution. We are happy to explore the option of a $400 partial refund if this is the resolution you are seeking. However, we need to be able to verify the damage you are reporting.

The damage you are reporting can be demonstrated via video. We just need you to show the issue you are reporting. I recommend using a file sharing service such as Drop-Box or YouTube.

Thank you–once we can verify the damage you are reporting, we can move forward with this case.

Best,

Phil C. | Resolutions Specialist

To:
Phil C. (Reverb Support)

Mon, Feb 5 at 4:53 PM

NO DAMAGE IS VISIBLE.

The seller, and now you, ARE stalling me – I requested a refund last week and now you make irrelevant demands.

I do not want a discount – too late for that.

The item is defective – I ama aware of no obligation verify anything –  I want to return it for a refund.

Please EXPEDITE.

On Monday, February 5, 2024 at 05:09:07 PM CST, Phil C. (Reverb Support) <support@reverb.com> wrote:

##- Please type your reply above this line -##
Reverb
Mike,

I understand the nature of the damage. Please provide documentation verifying your concerns. I recommend a video Demonstrating the issues you are reporting. To reiterate, I know that this damage is not visible. I see that you say that jack is loose as well as the bright channel pot. Please provide documentation demonstrating this. I also understand that there may be a loose pre-amp tube. What symptoms are leading you to believe this? Is a tube not glowing? If so, can you please provide documentation verifying this.

I am not against you and I am trying to best assist you. I have no intention of delaying a resolution. However, we cannot process a damage claim without being able to verify the damages that are being reported. Like when you are in a fender bender, you insurance provider will need to verify the damages that were assumed to the car before offering any compensation.

If you are unable to provide video documentation demonstrating your concerns, a statement from an amplifier technician will work as well. However, I recommend recording a short video as it should only take a few minutes to accomplish.

Best,

Phil C. | Resolutions Specialist

To:
Phil C. (Reverb Support)

Mon, Feb 5 at 5:17 PM

That is unacceptable.

It is an internal electronics problem.

Who are YOU to deny my refund?

Who are YOU to demand I document the seller’s problem?

This is not shipping damage – it is an electronically defective item – the seller sold ME a broken amp.

NO DAMAGE IS VISIBLE.

You ARE stalling – I requested a refund on 1-31-24

You and the seller have had my $400 and the use of my money for 5 days.

I WANT MY MONEY BACK.

On Monday, February 5, 2024 at 05:09:07 PM CST, Phil C. (Reverb Support) <support@reverb.com> wrote:

##- Please type your reply above this line -##
Reverb
Mike,

I understand the nature of the damage. Please provide documentation verifying your concerns. I recommend a video Demonstrating the issues you are reporting. To reiterate, I know that this damage is not visible. I see that you say that jack is loose as well as the bright channel pot. Please provide documentation demonstrating this. I also understand that there may be a loose pre-amp tube. What symptoms are leading you to believe this? Is a tube not glowing? If so, can you please provide documentation verifying this.

I am not against you and I am trying to best assist you. I have no intention of delaying a resolution. However, we cannot process a damage claim without being able to verify the damages that are being reported. Like when you are in a fender bender, you insurance provider will need to verify the damages that were assumed to the car before offering any compensation.

If you are unable to provide video documentation demonstrating your concerns, a statement from an amplifier technician will work as well. However, I recommend recording a short video as it should only take a few minutes to accomplish.

Best,

Phil C. | Resolutions Specialist

To:
Phil C. (Reverb Support)

Mon, Feb 5 at 5:19 PM

The item is re-packed as sent and ready to go.

Please send a shipping label and refund my money.

I am rapidly losing faith in Reverb, where I have spent no little money – including another $450-some to REPLACE this defective amp – I gave you that info.

On Monday, February 5, 2024 at 06:43:35 PM CST, Phil C. (Reverb Support) <support@reverb.com> wrote:

##- Please type your reply above this line -##
Reverb
Hi Mike,

I apologize for the trouble.

I attempted to best assist by not requiring documentation of the box and packing materials as well as this is usually required to process a damage claim. However, at a minimum, we need to at least be able to verify and understand how the item purchased did not arrive as described. We simply cannot process a damage claim or compel action from your seller if we cannot understand/verify the damage you are reporting.

I see that your seller has processed a full refund. Since we were not able to verify the damage reported, this would normally void their claim. However, I want to be sure we best assist you as well as your seller. So, we covered this refund for your seller. Since we covered this refund as an accommodation, you may keep this Vox to do with as you wish.

I understand that this has been frustrating, and I am glad we were able to assist in this case. However, this is a one-time accommodation and this has been denoted on your Reverb account. In the future, if we are unable to verify any claims of an item arriving damaged or not as described by your seller, we will be unable to offer any compensation or compel any action from your seller.

At this time–this case has been closed.

Best,

Phil C. | Resolutions Specialist

Please note: Your support request has been marked as ‘closed’ by a Reverb Support agent. You may re-open the request by replying to this email within 7 days. After that time period, you will be required to create a new support request with our team.

Mon, Feb 5 at 9:01 PM

Thank you.

    Note it is not MY ” Safe Shipping Claim”; I made no complaint about “shipping”, it is a defective amplifier for which I claimed a refund.

    Since you state that this is, “a one-time accommodation and this has been denoted on your Reverb account”, please “denote” in your Gestapo file that this was a defective amp without visible damage (the tubes on the amp are not even visible without disassembly, had you done minimal homework), re-packed 4 days after the initial claim because of every one else stalling their response – and you did – for which you today first made demands not otherwise advised nor previously requested.

    You also state, “In the future, if we are unable to verify any claims of an item arriving damaged or not as described by your seller, we will be unable to offer any compensation or compel any action from your seller.”

    Do you really want my response?

    You shall have it:

    There will be no chance of a “in the future” issue because in the future, I shall not purchase such an expensive item on Reverb (and maybe not any items at all because I’ll now start shopping first with your competitors who don’t pull this garbage) because you did not handle this claim correctly, causing me to waste time and effort, passively-aggressively and offensively implied that this is an issue caused by me (the victim, if there is any here) to whom you are granting a favor by doing your bloody job, and I no longer trust your ability or good faith – since you say this is the only time you will ever do it – to properly rectify issues not created by me.

    Not that you properly rectified it. – what am I supposed to do with a broken amp? Take it to be re-cycled? Who pays gas, labor, cartage, time for me doing you that favor? Not to mention holding my money back …

    Why would I again buy anything valuable on Reverb, since you have now indicated you will not honor my rights as a consumer, and condescended toward, and insulted, and aggravated me?

    IOW, you have as a result of the above lost a potentially significant amount of future business from me – as well as good will – when after years I first make a claim (and check your Gestapo file – I’m confident I spent at least a couple thousand, including the same model amp I bought on Reverb right after claiming the subject refund –  and don’t think I don’t regret giving you that sale)  – and you imply I did something wrong.

    Need I say the seller’s “Safe Shipping Claim “is not my problem?

    My claim was for a REFUND.

    Need I say again you have chilled my desire to do business with Reverb?

    I will also no longer relate my past good experiences when fellow musicians make their ever-increasing complaints about you.

    Please put this in your Gestapo file.

    “Best” to you, too, pal.