Need advice on dealing with unresponsive customer service

[Gansan]

Hi everyone,

I was looking for some advice on how to handle this situation:

I received as a gift an Alpine CHA-S634. Unforuntately, after a few months, it malfunctioned with muffled sound coming out of one channel. So I sought to return it for warranty service. Unfortunately, the changer was purchased at Discount Car Stereo ( http://www.discountcarstereo.com/ ), which I found is not an authorized Alpine dealer. The Alpine web site states they only honor warranty repairs when purchased at authorized dealers.

Looking at Discount Car Stereo's web site, they offer their own warranty and procedures for repairing defective stuff. So I contacted Discount Car Stereo, and went through the return process. They received the changer and then sent it off to their own facility to get it fixed.

The problem is this was six months ago, in Febrary 2006. I have been emailing them regularly with requests for updates, but the responses have been very uninformative. At first, it was just "waiting for parts." Later in June, they said they were having problems with their repair facility not getting things done and they were moving all the work to a different one. Since then, they have not responded since to any of my messages.

What do you guys think I should do?

Thanks.

 

[Jimbo]

Call and talk to someone in person.

 

[Hugh]

You should have told Alpine you bought it from an "authorized dealer" and sent it to them to be fixed. I agree with Jimbo, use the phone and see where that leads you.

I'm pretty sure Federal Law and possibly State laws prevent manufacturers from denying warranty claims because of where you purchased their product. It's like those signs at a restaurant coat check sayiong they're not responsible for your coat. They are responsible.

 

[NsXMas]

http://www.nsxprime.com/forums/showthread.php?t=75361

 

[ChopsJazz]

Email is good, but it is easy to ignore, as you have found out. Make a call a day and take notes as you call recording the time you call, the people to whom you speak (all of them), and the service promises made. Always leave your name and a few contact numbers. I try to call once a day in a situation like this and let them make good. After they fail to comply increase the number of calls to about two or three per day.

NEVER BE RUDE OR OBSTREPEROUS!

After more faile promises and missed deadlines, it is time for a personal visit and a call to the BBB and local business organizations.

Hope it works out for you.

 

[Bear]

Go to BBB.org and key in a complaint. Print it out and then call on the phone. Get transferred to a manager and ask for their direct fax number. Fax them a printout of your complaint. This usually gets them motivated to help. Large corporations don't like bad publicity. If they don't help right away, they will when they get a call from BBB. Good luck.

 

[robr]

Most companies could care less about the BBB. The BBB can't force them to do anything, all they can do is revoke their membership if they are a member. The only effect they can really have is if a consumer FIRST goes to the BBB and does a look up on a business they might potentially do business with and sees negative reports. Who the hell does that? Check out the amount of negative BBB reports for Verizon or Cingular, doesn't bother them in the least.

 

[Gansan]

Thanks, guys.

I talked to them on the phone when I was doing the return, but even then, they didn't answer in person and would call back in response to voicemail instead. Hopefully they won't conveniently ignore voicemails.

The problem with returning it to Alpine is they require proof of purchase, and they specifically state that the one and only "authorized" dealer that sells online is Crutchfield. At this point, I would have preferred to pay to get it fixed, warranty of not, considering the frustration.

I'll try calling, and then look at a BBB complaint if that doesn't work. It's not really the money so much as the principle of the situation that bothers me.

 

[ChopsJazz]

Yes, the BBB is toothless, but it's a place to start along with your local business bureau/chamber of commerce. You must continue to call every day and keep leaving voicemails. (usually you can get a person by dialing 0). Leave your name and complaint with the switchboard if that's the only person you talk to, but do it every day. Soon they will know you and your problem throughout the store.

When you finally show up in person, you will get results. Don't give up.

 

[robr]

This is the company that owns the domain. I suspect it's a few guys and they don't ever answer that phone. Try the phone number below if it's different. They probably have a phone they answer for their local walk in traffic.

High Energy Audio & Security
210 CLINTON AVE
BROOKLYN, NY 11205-3438
(718) 875-7891
fax: (718) 382-4897

 

[Bear]

Most companies could care less about the BBB. The BBB can't force them to do anything, all they can do is revoke their membership if they are a member. The only effect they can really have is if a consumer FIRST goes to the BBB and does a look up on a business they might potentially do business with and sees negative reports. Who the hell does that? Check out the amount of negative BBB reports for Verizon or Cingular, doesn't bother them in the least.

Most is not all. However, I agree with you to a point.

But, I have personal experience with BBB.org getting me a refund on a $2500 overpayment to Williams Communications. They were bought and changed a division to Nextira. The shakeup made them confused regarding the billing payments and install fees, etc. For two years nobody cared to research this for me. Several months after listing them on BBB.org a senior level person called me, followed up on it and cut me a check.

It's probably true that companies selling relatively inexpensive products in a consumer market will be less sensitive to a BBB claim than a company selling million dollar phone systems, but It's still worthwhile to list (IMO), and name names in your listing that you fax to them and their bosses.

 

[robr]

I've got some more info for you if you really want to pester them. The owner of Discount Car Stereo in VA is a guy named Austin Solomon. He lived in Brooklyn from 1989-2004 so that's probably the tie in to the business I previously posted.

The business appears to be run out of his home. Here's his home address and phone number (the number is listed as possibly being disconnected so it may not help).

Company Name - DISCOUNT CAR STEREO INC.
Address - 11712 DRAYTON LANDING DR, CHESTER VA 23831-7705

Name - AUSTIN SOLOMON
Title - PRESIDENT
Company - DISCOUNT CAR STEREO INC.
Address - 11712 DRAYTON LANDING DR, CHESTER VA 23831-7705

AUSTIN B SOLOMON
11712 DRAYTON LANDING DR
CHESTER VA 23831-7705
Sep 03 - Jul 06
(718) 875-4134
DOB: 11/19/1966

 

[nicholas421]

try posting your story on www.thesqueakywheel.com
It sends an email to the vendor each time someone reads your complaint.
I was successful in getting a $15k refund after posting there then posting the link at a VERY high traffic forum.

 

[Gansan]

Thanks again for the info, guys. I left a voicemail asking for information on the status of my changer, just as I have in the past. I also mentioned how it's been six months. We'll see if he decides to reply or not. I know it's probably more effective to call every day to pester him/them, but I feel like I don't want to waste my valuable time doing so when I could figure out something more effective. Visiting in person is not really possible, as he is thousands of miles away.

I noticed that the address that robr lists is actually the address that he gave me when I complained that FedEx and UPS would not deliever to a P.O. Box address. So I think that address is valid.

It's interesting that the name for the business is Austin Solomon. The name in the emails is Austin Coban. Is this the same guy using pseudonyms? The phone number he lists in his emails (I don't think there is any number anywhere on the web site) is 804-717-5717 and that's where I've been leaving voicemails.

If he doesn't respond, I'll file a BBB complaint and then look into doing the squeakywheel thing.

 

[robr]

It's interesting that the name for the business is Austin Solomon. The name in the emails is Austin Coban. Is this the same guy using pseudonyms?

His name is Austin Solomon, that's the name tied to his SSN. Sounds like he is indeed using a pseudonym. There is no Austin Coban living at that address per the credit reporting agencies.

 

[Synthesis]

call 911
http://www.break.com/index/burger_king_911.html

only if you wanna be as stupid as this lady.:tongue: