I just read this entire thing and well...
It
appears to me that
Guitar Center is at fault,
not VHT.
If Guitar Center sent you an 11 month old amp that (knowing Guitar Center) was probably on the floor and played often and told you it was new, I think you should have taken up your beef with Guitar Center.
The hum/hiss from the "edge" button (or whatever it is) could've very well happened in one of two (or both) very hostile envirionments for an amp: a) a Guitar Center showroom or b) in transit across half the US to get to Houston, Texas.
Personally I think Steve was very kind to offer to take care of it since in my opinion, it's not really his problem. The problem lay directly on the shoulders of the person who sold you the amp.
Now if he was a jerk or something over the phone, that's different. No one can attest for the conversation that took place other then the two of you. So as far as that goes in this debate, it's moot.
The brunt of it is: who is responsable and are they doing anything about it?
Guitar Center was responsable. So in my opinion, approaching VHT for a new replacement was out of line on your part, Scott.
If I were in your shoes at the time, I'd have approached VHT for technical support and the manufacture date of the amp. As soon as I found out it was 11 months old and shipped from a few thousand miles away, I'd have said "Thanks." , hung up the phone and gone right back to Guitar Center.
I don't think this is really a problem with VHT customer service, I'd say it's more of a disagreement on liability.
Scott thought VHT was liable. VHT didn't think they were liable but offered anyway.
Once the product leaves VHT, if it's not a warranty issue, it's the customer's responsability to take it up with the person who sold it to them.
A faulty button on an 11 month old amp that was likely a floor model in a Guitar Hell.. er Center isn't likely a warranty problem unless that call comes from Guitar Center.
So everyone suck it up, be happy Scott's still getting a new amp and keep this chain of events in mind the next time a "new" product you buy from a super-chain doesn't work like it's supposed to.
It may not be the party's fault you think it is.