******J&M Amp Install Just Completed on Al's 2009 Street Glide...Pics Here******

K

KLX213

New member
If you bought them from Dr. V-Twin, why would he want you to send them back to J&M? He sold them to you, not J&M. Can you say "Customer Service?" Dr. needs to stand behind his sales and not push it off on someone else...Ya think?
If this is how he deals, I think we need to look elsewhere as he is not the only dealer. PhatTerry is looking better every day for me.

Just my opinion......
 
J&M John and DrVtwinn
For the benifet of this sticky and I know it will not work for all.
But could you give a step by step how to adjust the complete system?
I have seen asked several times here and I think the methodology would be a great base starting point for everyone to start from.
Then everyone can tune to ear from there. I know you guys could provide this with a little explanation of how and why along the way.
I think you may end up with even more satisfied customers.
As always thanks to both of you for all you do for the forum.
So please let's provide some technicals on this item.
 
Drew here. I was listening to the setup on Al's bike this morning ant the shop and was truly amazed at how great it sounded. We were playing Metallica extremely loud and it was so clear and no distortion. All I need now is a bagger and I know what audio system I will be getting. Shawn's amp was being installed when I left. He'll be rocking out later today too.
 
jkru and faapilot,

Before jumping on the good old doc, let me clarify something here before our customer service is questioned here. At Dr. V-Twin, you are our number 1 priority and that is all that matters to us. If something goes wrong, we step in and handle it, no questions asked.

This is what happened:

After I received the phone call that the amp was not working, I put everything aside and I jumped right on it. I contacted J&M by phone and spoke with Nick in J&M's customer service in detail and for a good length of time. He instructed me to pass on the information about testing the second amp you received on your friend's bike to determine if the amp was defective or not. He said if the amp was bad to instruct you to send it directly to them so they can replace it as we are sold out of amps at this time and wouldn't have anything to replace it with. I contacted your friend right back via phone and spoke with him and relayed J&M's instructions. I can't see how we were "unresponsive" to the situation. Had I ignored or blown you off, I would deserve the "unresponsive" comments, but I did anything but that.

We would have been MORE than willing to have you send the amp to us and we would then in turn have to send it back to J&M for replacement. Since J&M will NOT drop ship for us, the new replacement would have to be shipped from J&M to us and then from us to you which would have been a huge waste of time. J&M instructed us to have you send the amp to them IF it was tested and deemed to be defective and they would replace it the same day and send a new one out to you. Transit times would be have been 1/3 or 1/2 the time LESS than sending it back to us. We wanted to do everything we could to minimize any and all delays in getting you a replacement, if necessary.

I always give options when a defect arises. The part can come to us and then we would send it back to the manufacturer which in this case is J&M. Once J&M replaces it, it comes back to us and then we ship it back to you. Second choice would be to send it back to J&M and have them send a new one out to you quickly so that your bike wouldn't be down for a longer period of time. In this case, we were simply going by what Nick at J&M told us to tell you so they could get you quickly back on the road.

Thank you and I hope this helps explain the situation. If something is lost in translation, let me know and I will clarify it until we are fully understood on this issue.

All of us at Dr. V-Twin work around the clock to take care of everyone that gives us the opportunity to serve you. Customer service is what we are all about and I am sure all other forum members that have dealt with us to date can easily step in and vouch for us.

By the way, I am not angry or upset. I am just posting the facts as to what occurred. I know I didn't get to speak with you personally about this Jeff, but I have always been willing to do whatever it takes to make everyone happy and I always will.

Thank you.

Shawn
 
IT goes to show that the best solution is not always understood by everyone and a lot can be lost in translation. As Shawn has stated, we work around the clock to keep our customers happy, as if we do not take care of our customers someone else will. I would also like to clarify that I have been known to take calls at 10pm jut to help my customers out as I know the frustration of dealing with a technical issue that I cannot figure out myself and not being able to get a hold of anyone until the weekend is over. In the short amount of time I have worked with Shawn I have seen how he goes above and beyond to serve the customer, as do I. that being said, nothing is perfect and there is always a chance that someone may get a bad unit. He jumped in and did everything that would be expected by anyone. On a side note, use a ball end allen to attach the amp to the bracket and your life will be much easier. i was watching a unit be installed on his ride yesterday and that part of the install is an exercise in patience. Drew
 
Before I get into the continuing probs with the amp install, I first want to say that Shawn e-mailed me directly with the above response and as he says sometimes things get lost in translation which is how WARS START LOL.
I think as we were / are frustrated we were looking for a more direct solution and troubleshooting than having to return something we just got and were exited about. Also we did not realize that Shawn had talked to J&M so Shawn I appreciate you explaining that and TBH I have had nothing but a good experience with you.
Now the AMPS: so everyone understands this amp really is plug and play as far as the inputs and outputs. The only real wiring is the power to the battery and the grounds, so it is basically idiot proof. So on to the problem
NO SOUND. Power is getting to the unit as there is a power light which is on and intermittently flashes and we have checked and rechecked and installed an re-installed and still NO SOUND.
Finally after being frustrated we tried the second amp as Shawn recommended, starting fresh and guess what NO SOUND. The chances of having 2 bad amps are pretty slim so, so much for this being IDIOT PROOF.
WE ARE STUMPED. We did find in a ARC mini manual that a flashing light indicates trouble but we can't figure it out. Could 2 amps be bad, or are we missing something?
HELP
Jeff
 
Jeff,

I know this is going to be a bit of work, but it is worth a try if you are willing to test this out.

On your friend's bike, can you swap the harness? I know you tried both amps, so maybe he got a defective harness. If you tried both harnesses and both amps on your friend's bike and you still have no sound, try both amps and both harnesses on your bike and see if you can truly narrow down the problem.

Nick at J&M said it's either a defective amp, defective harness and the last thing it could be is a defective factory wiring harness from Harley. Nick at J&M stated that they had a similar issue on a 2009 Street Glide at Daytona and it was a defective wiring harness from Harley. When the amp was installed, the factory wiring harness didn't respond at all to the amp and no sound came out.

Please keep us posted. We are here 24/7 via email or PM and we will stand behind you and your purchases, no matter what. We want to make sure you feel comfortable trying everything out knowing that if it doesn't work we will take the amp back and refund you 100%. I know it is kind of a difficult task getting the harness replaced from Harley, but that may be just what it is. Only way to find out is to conduct the tests outlined above.

Another question I forgot to ask you is there was ever any sound from the J&M 7.25" speakers on your friend's bike. If he never got any sound out of the 7.25" speakers, there is definitely a broken wire or missing connection somewhere. It may take time to trace the wiring to make sure something didn't come loose or a wire didn't get ripped loose.

Thanks again for your email and your post and please keep us posted.

I will also update Nick at J&M and most importantly I will notify Big John at J&M of this issue so they can get involved. We WANT you to experience the amazing sound from the amp and speaker combo. I feel terrible that you are unable to enjoy it.

Shawn
 
Shawn
We have tried both Amps and wiring harness's on his 09. power light is on and flashing which I think shows an error. No sound at all no pops or nothing. The J&M speakers work fine without the amp. No orher problems with the bike.
My 2010 streetglide is being dynoed and I am picking it up tommorrow. I can try it but I don't think its the bike.
Thanks for your help
Jeff

BTW for anybody thinking of this setup even tho I am having some problems, the quality of the wiring harness and brackets and plug in aspect makes it worth it. It actually was an easy install accept for the little screw on the radio which is a harley thing. I am sure this will get figured out and I would never want to cut wires like you have to in the arc mini setup. The J&M speakers rock even without the amp and Shawn is working very hard to try and help. I will keep you updated.
 
Jeff,

Please keep us updated as soon as you perform the tests on your bike. We won't know if it's your buddy's bike or if it's the amps or the harnesses until then. I just emailed John at J&M to alert him of this issue as well.

Thank you for your patience and your willingness to do these tests. I personally apologize that you guys had to go through all this and will do whatever it takes to make you guys happy. If you guys aren't happy, we aren't happy. I don't sleep at night if I know Dr. V-Twin customers are having issues or are frustrated in anyway. I sleep well only when everything is smooth sailing.

Shawn
 
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