DISAPPOINTED OUTLAW 990 CUSTOMER

Outlaw sells a decent productm, the 990, for cheap, but it has problems as all cheap products do. Moreover, Outlaw's customer service is POOR. Consider this before buying.

I am considering an Anthem processor (regardless of the price) instead of the new no-doubt made overseas "Bargain" Outlaw 990-replacement. I want to like Outlaw, but my 990 has suffered problems which go unaddressed at Outlaw.

Disappointed Custumer

Hello tabascocat1994,

I am confused by your post. I see that we issued you a repair authorization a couple of weeks ago (June 16th) but have yet to receive your unit for evaluation. Please contact me at 866-OUTLAWS so that we might get any unresolved issues addressed.

Scott

I attempted to contact Outlaw customer service again (via email), to ask under the warranty how long do I have to turn the unit in after I have made a complaint. This went unaddressed, and does not make me happy.

I had to make arrangements to use another unit when my 990 is in the shop for an indefinite period of time. I just purchased an Anthem TLP-1 pre-amp to create a second spare system to do this.

Having multiple issues with a "brand new" unit does not make my haapy. Knowing I will get this lemon back with a couple patches does not help.

DISAPPOINTED CUSTOMER

Sorry to hear that you are disappointed in your 990 and Outlaw's support of it, tabascocat1994.

Hello tabascocat,

It's highly unlikely your email actually went unanswered/ignored. It is far more likely that the inquiry was not received on our part, or you did not receive our reply. (Update-I was unable to locate any record of this inquiry.)

To answer your most recent question, you must return the unit within 30 days of receiving the RA #. However, if for some reason you decide not to send it in within those 30 days, the Model 990 has a five year parts and labor warranty and as such the issue would be covered at any time during that period. You would simply need to request a new RA # at that time.

Since we also encountered some difficulties in receiving your reply during the troubleshooting stage of your initial inquiry please consider calling us at the number above or by using our customerservice@outlawaudio.com address for any further support issues/inquiries you may have.

Best,

Scott

I too recently had a problem with my 990 after three years of faithful service but my experience with Outlaw's customer service was outstanding. My inquiry was answered quickly and received the email when they received my unit to their shop for the update and repair. From my experience, many people tend to overlook or tolerate any faults of design and/or recall of the product as the price tag is getting higher. Just because the product has higher price tag, that doesn't mean it does not have their share of problems or faults. By saying that, I am sorry to hear that your new 990 is not performing as you expected but give a Outlaw customer service a chance and I am sure they will make it right for you. Good luck.

My new Anthem TLP-1 was set up last night. I must say that I enjoy the excellent Canadian workmanship. Never yet had a problem with my Anthem/Paradigm products.

I will send in my 990 with its multiple defects this week. I hope this time around I have less problems. Sorry that I have a bad attitude, but multiple unrelated issues in less than a year will do that to you.

Well,

I have an Anthem Statement A5, which needed a new power supply, while I have a friend with a P5, who also had to return his amp under warrantee.

Any product can have problems, at any time. No machine is perfect; there's no such thing.

John

I can understand the frustration that comes from things not working, and the fact that those type of problems are not endemic (I'm one of many who have successfully run a 990 for years now) doesn't do anything to help when the unit that's sick is the one that's in your equipment rack. Scott and the crew will do all they can to make things right for you.

The TLP-1 is by all accounts a nice piece of gear, and I've long enjoyed my Paradigm speakers. In this day and age, though, it's increasingly difficult to avoid overseas manufacturing for many things - and even with domestic manufacturing, you aren't immune to problems.

i have never been dissapointed in Outlaw's service. They are likely to remain my SS maker of choice for some time. That said, things do slip through the cracks. no one or no organization is perfect. But kudos to those, like Outlaw, who try to make it right.

I had a few problems with my 1070 and I must say that calling Outlaw is the single best way to get ahold of people - (this is also true in just about every other aspect of my life, especially work.) I understand the frustration though. My 1070 still has certain issues that I can't explain but I don't want to pay the shipping to get it back to Mass. to get it addressed, when my gut feeling is it MIGHT get addressed or lessen the occurences of problems, but I suspect there are some bugs that will continue to pop up here and there. I've taken to enjoying it's performance when it is performing, which is the bulk (99.9%) of the time. I still love Outlaw, will probably go for the 1070's successor whenever it arrives.

Hey tabascocat1994
I to am sorry to hear your problems with your 990. I had purchased the 990/7700 combo two years ago and have since done nothing except enjoy the processor from listenig to music to watching my favorite movie.
More than the technical issues you are having with the 990 I am really surprised at the lack of communcation you were having with Outlaw. I have met personally with Scott and Debbie and P. Tribeman and have found them to be very helpful and without hesitation to solve a problem.
Not to say you could have fallen thru the cracks...but I find it hard to believe Outlaw ignored your call for help.
Most internet companies need to be very supportive in there customer service areas and I believe Outlaw to be at the top of the list.

Again sorry to hear about your disappointment with Outlaw and there product.

Whats wrong with it ? Mine had problems but was replaced and works now.