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Kicker complaints

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3100 North Husband Street
Stillwater, OK 74075 | Get Directions

(800) 256-5425

https://www.kicker.com/

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Total Amount in Dispute:
$55.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Kicker closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Kicker

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10/10/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $55.00 Amount Settled: $0.00

Customer Complaint

9/20/2022

I Recently Purchased 2 "12 Subwoofers that malfunctioned, So I returned them to kicker as they are covered under a 1 year warranty. I had to pay $55.00 out of my pocket to refund the product back to them for the warranty. I don't feel as I should be held responsible for shipping cost for a product that didn't perform and had to be returned under warranty. I am requesting the shipping cost be refunded to me. I did speak to a person named Kesaen Marsland in regards to this mattered and was told They could not refund me. I believe they can if they choose to but customer satisfaction must not be a major concern for this company Resolution Sought I want refunded the cost of shipping

Company Response

9/28/2022

This customer contacted Kicker customer service on 8/23/22 about blown subwoofers. Our CSR issued him an RMA on that date and we received his subwoofers on 9/21/22. We sent replacements to him on 9/26/22 and they were delivered to him today (9/28/22) via FedEx. Customer was told upfront that Kicker does not cover the cost of shipping product to us for warranty purposes. However, we occasionally bend our own rules regarding this policy if a product is bad out of the box or has an immediate failure. In this case the customer had the product for approximately 5 months of the one-year warranty included with the woofers, based on his receipt purchase date of 3/29/22. Since this type of failure would not be considered an out of the box defect we did not offer to cover shipping charges. Most often the type of failure the customer experienced with these woofers is caused by incorrect gain setting or "clipping the output" of the amplifier driving the woofers, which causes burnt voicecoils in the subs. This type of failure is not a defect and is actually considered abuse by most speaker manufacturers, however Kicker usually covers this type of damage to provide a better customer experience than our competitors offer. This is information regarding our warranty policy directly from our website: wwwkicker.com, and is also printed in the manuals that are included with all of our products: WHAT IS NOT COVERED? This warranty is valid only if the product is purchased from an Authorized KICKER Dealer or kicker.com and used for the purpose for which it was designed. It does not cover: • Damage due to improper installation and/or subsequent damage to other components. • Damage caused by exposure to moisture, excessive heat, chemical cleaners, and/or UV radiation. • Damage through negligence, misuse, accident or abuse. • Repeated returns for the same damage may be considered abuse. • Any cost or expense related to the removal or reinstallation of product. • Speakers damaged due to amplifier clipping or distortion. • Items previously repaired or modified by any unauthorized repair facility. • Return shipping on non-defective items. • Products with tampered or missing barcode labels. • Products returned without a Return Merchandise Authorization (RMA) number. • Freight Damage. • The cost of shipping product to KICKER. • Service performed by anyone other than KICKER. Unfortunately, we will be unable to provide reimbursement of shipping expenses for the customer in this situation.

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