A few years back (May 2008), I bought a Samson Live 612M (300W powered monitor) from Sam Ash in Raleigh, NC. We use it in our jam room to pump vocals and effects through.
A few weeks back, the XLR Input jack started to get wonky, so I called Sam Ash to see what my options are at this point. The warranty period had expired and after viewing the receipt, I verified that I didn't get an extended warranty on it. The Mgr. told me to bring it in anyway and he'd have a tech look at it and see what they can do for me.
My son took it up to SA a few days later, but the staff member on duty told him that there's nothing they can do with it, as it was out of warranty. They were very polite about it and my son brought it home.
No big deal, I'll contact Samson and see what my options are. The Samson tech was great, and he shipped me a replacement input jack for $0...turns out, he sent me an Output jack instead.
On a whim, I threw the monitor in my truck and brought it up to Sam Ash. Lo and behold, the mgr. I was speaking to a couple weeks back is there and remembers our conversation. He's very apologetic that his staff turned away my son. They take it to live Audio, and test it and confirm that the Input jack is bad. They bring out a brand new one (still in box and strapped) and swap with me. The manager (T.R.) said he'd deal with the paperwork.
This is a 3.5 year old powered monitor with no service warranty, and Sam Ash came through for us. They didn't have to do it, and I certainly was not expecting them to do that - I had gone there to hopefully swap the incorrect Output jack for an Input jack, if they had one. I'd take it home and solder it onto the board myself.
I know most folks have issues with SA and GC, and in most cases these megastores can be tough to deal with. They made me pretty happy today, and I thought it would be wrong to not share a positive experience.
