Ok so here's the deal. I made a guy a custom built box for his car. We talked it over sent pics back and forth and came up with a good design. I made it, sent it, and he was happy with the looks/quality/etc. Problem is when he put a sub in the basket hit the bottom of the box. I test fit subs in all my boxes so this wasn't anticipated. He gave me dimensions for mounting hole/depth, but not magnet diameter, nonetheless his MONSTER subs won't fit. I haven't seen the pics yet, but will take his word for it.

My question is what would you expect as an amicible resolution? I told him that I would make another box and send it as long as he paid shipping. Roughly ~$45.

Trying to resolve this easily, but he has since become hostile... I thought I was being more than reasonable

 

My company makes other people's parts. The drawing is our contract. We make the part to that drawing, if your drawing is wrong that is your fault, not ours. We're happy to remake the parts or alter them, but it's at your expense because we did what we were supposed to do.

Now I realize that retail customers aren't quite so rational and reasonable as commercial/industrial folks, but that is the core of the issue. If your customer told you that the mounting depth was X and the measurement from the face of the box to the bottom is greater than X... shame on him not you.

While we only have your side of the story, it sounds like that's the case and you're being more than reasonable.

 

Sounds reasonable to me but not everyone is reasonable. You may have to eat it. Does that include returning the old box? All custom work carries risk. Remind him that most manufacturers require you to pay for the return of defective goods for warranty work. If he provided all the data you asked for, you were responsible for making it work. I assume you knew what brand of sub was going in the box. Good luck in resolving the issue.

 

from your side of the story and him not giving you all the details of his sub, then you are being more than accommodating by just charging shipping. My favor goes to you from what you've told us

 

Not returning the old box. I told him to post it up for sale or make a fire with it, whatever he wanted.

I'll invite him in to chime in...

 

Having just been through a slightly similar problem with a sub box I received I can sympathize with him a little. It is frustrating to wait for a custom box and have it not fit when it arrives (regardless of why).

How far off is the depth? If it is only 1/2" or so I would think a spacer ring would fix it and not be noticable, especially if the subs are as big as you imply.

Shipping cost is more than material cost but not nearly as much as you labor is worth. If the dimensions he gave you were wrong or incomplete he should be more than happy getting a new one for shipping only. If he gave you the correct dimensions and they don't fit I think you should replace it and have him ship you the old one back at his cost. It will still probably fit other subs.

 

shipping for sub boxes gets expensive really fast. Depending on the material used, you might consider offering 3/4" MDF spacers (finished in the same material you used orignally) If you used fiberglass or any other radical material, it will be a little more difficult.

Did he give you the make/model number of the sub?

 

If you are a professional sub-box maker, you should have known to ask about all dimension of the subwoofer or at least asked for the part number of the sub and confirm all dimensions yourself. While this would be considered more "value added" or "customer service", it is standard practice for those looking to grow a business and a mark of professionalism.

Now if you are a hobbiest and this guy asked you to make the box for him (knowing you are a hobbiest), then this mistake is not yours. You did your best in good faith.

 

jbondfl: Not to get too far off subject, but did your experience turn out good?

On the subject: in my honest opinion, for what it's worth, it sounds as if you are trying to do your best to resolve the situation in a positive manner for the customer, which is to be praised. If he is truly being hostile about the situation, calmly explain to him that you are more than happy to do what you can to resolve the situation, and that a new box will be on it's way soon.
Customers can sometimes get upset, either at the lack of communication between both of you originally on what sub he was using, and at the wait for the correction. But you are going above and beyond by making him a new box, in spite of the circumstances, and just do your best to get it done as quickly as time will allow you to do so.
Time will heal the wounds, but chalk this one up to experience, and be sure to cover all your bases next time, including the sub and model number, if at all possible, so you can verify the dimensions before you build the next box...
Best of luck, and keep your head up!!

 

I am not a "professional" for sure and do it mainly because I enjoy doing it. But, I do know what I'm doing and have many happy customers. Yes, I was given the subwoofer model, and did research all the information I could find, however, the soundstream website is sketchy at best. No dimensions are given except mounting depth... He said he didn't want spacer rings, and after seeing the pictures they wouldn't have worked anyway. The guy still refuses to even 1/2 of shipping on a new box. It's sad how people can be sometimes, but I guess that's life. I have decided to be the better person in this situation and make another enclosure and send it on my dime.

 

he gives you bad measurements to work with and complains when it doesn't fit. Obviously he doesn't do much aftermarket work with vehicles...

I'd make him pay shipping...

I eat stuff at work all the time but this wasn't your mistake it was his lack of proper info....You're being TOO nice here.

 

Wow, it looks like the sub maker did a number on both of you.

This is a tough situation.

If you plan to keep making boxes for profit, you may have to eat this one as a learning experiance. One angry customer, no matter who is at fault, is not worth it, especially in the age of the internet forums. Unless you are GM of course.......

I guess next time you will check to see if the customer's sub maker has a good dimensional diagram on their website, before building the box.

At least get the other sub box back to sell and cut your losses.

Good Luck.

 

I'll have to go with the customer on this one. If he gave you the model of the sub and you agreed that you would make the box to fit that sub, then you have to make the box to fit that sub in the space you agreed on. If there is no way you could make that box to fit that sub and the space, then the customer should have been adviced. If none of this was discussed and you just agreed to make the box to fit the space, then that certainly is not your fault. Maybe post a pic of the box here and someone may just jump on it and you'll have two happy customers instead of one angry customer.

 

Thats stupid that you have to pay for shipping. Considering he has the old box that he can probably easily sell for $45, some people are just not understanding. Is this the minitub box you built?

 

I was given the model sub, and mounting depth, which happens to be the same as the 10" sub I use to test fit my boxes, unfortuntely the magnets are not even close in size. He has every right to be frustrated, but not hostile or demanding. Especially, when I am doing everything I can to make both of us happy. Like I said, I have his new box almost done and will be shipping it soon. On my dime. The only thing I wanted to make me happy was for him to pay shipping, which he refuses to do, yet he will now have 2 enclosures. One of which I'm sure he could get $150-$200 for... and won't ship it back to me either. I had absolutely no problem making another box for him, people should get what they pay for. As far as getting the sub in the space provided, if I would have known they didn't fit I obviously would have told him and resolved the issue.

[/QUOTE] Thats stupid that you have to pay for shipping. Considering he has the old box that he can probably easily sell for $45, some people are just not understanding. Is this the minitub box you built? [/QUOTE]

Yep it is. I think I have a few pics of it I'll post em up later.

 

Why not offer up the first box you made on EBay and have that guy ship it from his place? (You pay shipping to the new customer.) You could re-coop some of your expenses... IF the guy is willing to do the leg work for you.

Then again, it sounds to me like the guy is just being a prick. Stuff happens... and being upset is understandable. Being hostile is not. (Why hasn't the guy chimed in here? I'd like to hear his side of the story.)

Lesson learned, bro. I won't build a box for someone unless I have the sub in hand to verify the dimensions. (Or I can confirm them via website info or measurements from the person that wants the box built.)

Sorry to hear that you are dealing with someone so unreasonable.

Mark

 

It's all good. It sucks when you run into some people, but for the most part I've had extremely pleasant dealings with people that are always more than satisfied.

I did send they guy a PM with this thread so he could chime in. His response was that "my professional level just dropped for bringing this into the public" And to "quit talking $hit on the internet and call him if I had a problem, I was making myself look bad." And yes I have the PM's to back that up.

I was just trying to see if I was being reasonable, which it seems I am... As far as ebay goes for the box, , I don't think there is a snowball's chance in he11 that he would do anything to help me out.

You win some, you lose some...

 

I believe you are being more than fair. I would not ship him the replacement box until he ships the first one. Mistakes happen, but he should not take advantage of you this way. If it was a box for 3- 12"s and still fit the top in, I would take it!!

 

Just for giggles here's the box. It was a ***** to make.... Fits in rear of a coupe(tubbed) and still allows the side compartments to be used.