I have had months of back and forth trying to get an amp I sent in fixed. I sent it to EP with a clear description of the fault and after paying for the repair, the amp arrived back only to immediately display the exact issue I sent it in for. I sent it back in to get fixed only to be told that this is now a separate repair and I would need to be charged an additional £130. When I pointed out that this is in effect charging me twice over for a single repair, EP responded by just saying that this doesn’t count at a warranty repair since the “new” fault (it’s not a new fault, it’s the fault I sent the amp in to get addressed) isn’t with what was previously worked on. This is a ridiculous point to make, of course it’s not to do with the initial work, you misdiagnosed the issue and then clearly had a sufficiently lax quality control process that you sent back an unfixed item thinking you’d fixed it.In addition to all of that, after paying a new invoice the amp was mistakenly returned to me before more repairs had been carried out (losing another week or so in the process). While I was refunded for that invoice, EP seem to think this is the limit of their obligations to resolve the numerous issues displayed through this process. Furthermore, upon the amp’s eventual return to EP, they seem to have got it lost in their system for a few weeks until I chased them and asked for the status of the repair.This has been the worst customer service experience I’ve ever had. After all the above, EP have shown no accountability or willingness to resolve this situation. I’m now being asked to pay another invoice for another repair, which I am forced to do since the time this has taken means that I have no other chance of having my amp fixed and returned before the festive break.I have made a complaint but haven’t received any details on how it is being handled and addressed. As I’ve said in my ticket with you, if no meaningful progress is made on this then I will have to escalate this with EP’s trade association and waste more of my time pursuing that.I am at my wits’ end with EP. I cannot recommend this company in good conscience and would advise anyone thinking about using them to think long and hard about it first.PS I forgot to mention that the only other attempt EP made to resolve the issues above was to offer to waive postage on the return of the amp, which is quite frankly insulting inadequate.
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