My Fathom F113 is the most amazing component that I have put into my system in a long time. I liked my old subwoofer, until I got the Fathom. It reproduced the lowest parts of movies and music with ease and accuracy. Nothing that I threw at it generated any strain at all. It should be a great product, it retails for $3700.

All was fine until about a month ago when the woofer started to 'flutter', producing a relatively low level deep bass tone, even when the rest of the system was turned off. I tried disconnecting the subwoofer from my system, the problem was still there.

I called JL Audio. After being on hold for about 30 seconds I was connected with a friendly guy that actually knew what he was talking about. What a surprise. After a brief conversation he coordinated an RA (return authorization) for my subwoofer.

I shipped the 150 pound subwoofer to JL Audio in Miramar, FL. They repaired and shipped it in three days. They only had the subwoofer for 72 hours! And the product arrived in perfect working condition. They even cleaned my fingerprints off of the beautiful piano black finish. And they paid for the return shipping and reimbursed me for the cost of shipping the subwoofer to them.

I have had more than a few products over the years that languished in a manufacturer's repair facility. One company had my amplifier for almost four months, and without the amplifier the rest of the system was totally useless. And when that company finally returned my amplifier, it still had the problem!

My Fathom is back in my home theater. Of course I wish that there had not been a problem with the subwoofer, but no product, or company is perfect. But the true mark of a quality organizaion is when there is a problem, how do they take care of it? JL Audio exceeded my expectations. Highly recommended.

Please share your best or worse customer service experiences.

(I would like to thank my friend Mack at Statement Media and Design for helping me schlep this 150 pound monster from my second floor home theater to the local FedEx office.)