An update on my customer service experience (so far):
I purchased an 8210 soundbar with wireless sub a few sales ago. Overall, I was pleased with the sound (for my office use), certainly an improvement over what I was using before. Unfortunately, the system started acting weird shortly after use: sometimes, when raising or lowering volume, the sound cut out altogether (the display remained active and responsive to inputs), and sound could only be restored by shutting the system off and on repeatedly, or (more consistently) by unplugging the system and plugging it back in. Additionally, sometimes when switching sources, the whole thing froze up completely and could only be restored to responsiveness by unplugging and plugging back in.
I wrote to Pinnacle, and they said to mail in the remote and main power supply for warranty service. I wasn’t too happy with having to pay shipping to send in parts of a system less than a week old, but went ahead and did it. Then, a new sale came on here, and I posted a comment with my experience and expressing my doubt that the problems I was experiencing could be fixed by service of the remote/power supply.
To her credit, Arin prowled the forum and looked into things further, then emailed me with a prepaid return label so I could return the remaining parts of the system, indicating they would send out a whole new system. All very good, I had more confidence that the problem would be addressed, and I packed everything else up and shipped it back to Pinnacle that same day, and emailed back that I had done so.
Like your normal obsessive Wooter, I monitored the shipping status of my return shipment and noted its arrival at Pinnacle nearly a week later.
8 days passed, and I had heard nothing from Pinnacle, so today I emailed Arin again to ask the status. Shortly thereafter, I received notice from UPS that they were receiving a shipment for me. I assume it’s my new system.
Hopefully the new one works. Customer service wise, I’m pleased that Arin checks these forums and follows up. I’m not pleased that I had to pay shipping back for warranty service on some of the parts, nor am I pleased that they didn’t 1) cross ship my new system as soon as I emailed them and told them the defective one was on the way to them (or at least as soon as they could confirm on FedEx that it was on the way), or 2) ship my new system out as soon as they received my return, but instead took 8 days and a prompting from me to confirm they had received it and ship out the replacement.
I’ve been without my system now for about a month, not counting the week it will take the replacement to arrive. Hopefully the new one works.
I know, I know - first world problems.
I’m writing only 1) to express my satisfaction with the quality of sound of my system with subwoofer when working, and 2) to share my customer service experience (good and bad) with you to the extent it may be helpful.