Wow, I guess I have to clear a few things up regarding my posts here. First I would like to say that when I started this thread I never told anyone to stay away from, or never buy, PSB speakers. In fact we are very pleased with the sound and value of our PSB speakers, we DO own FIVE of them, building on our original Stratus purchase. I don’t think I have criticized their performance at all, I only offer up my experience so that others can take it into consideration, maybe ask important service related questions upon purchase. I by no means implied that others are guaranteed to have similar experiences, I am just reporting mine, and even if no one cares what I have gone through, it has been very therapeutic.
I purchased my speakers from an authorized dealer, but they were no longer able to assist me. When I wanted to add another speaker to my setup, I went to the nearest town that has an authorized dealer to buy my PSB C5i center channel. When I experienced their excellent customer service I brought up our speaker problem, and he suggested we send them back to PSB for repair. As I have noted above, I later turned to this dealer for help, which they promptly offered. I still have the original receipt and completed warranties so there has been no questions as to the legitimacy of my purchase.
I understand that not every PSB customer is treated the way I have been treated by the company, I am only posting my experience, which is real. I have all the dates times and names of all the people I have been in contact with. And since I only had one phone number, for the longest time I was dealing with L. who is just one person. It is entirely possible that I just wasn’t as important to her as other things and that’s why I got the service that I did. I have called Paul Barton himself and had him call back saying that he was very busy but that he would get to the bottom of it, and have someone call me back. The problem was that no one did. If someone uses this experience to not purchase PSB themselves, then perhaps they were uncertain about the purchase in the first place, because this thread alone should not be reason enough to not purchase a product. Now that doesn’t mean that I will personally buy from them again, but that is just me, and this is the first time I have said so.
I know mistakes do happen, and that things like this can occur even with the very best of customer service staff. I DO think that someone over there should have called me back to apologize for the poor service, as there is really no good excuse. I’m not asking for free speakers or something outrageous, just a simple "We’re really sorry this happened to you” would be acceptable. But that hasn’t happened.