help, not sure what to do

[eagle100]

After much thought and discussion I finally decided on the tv, speaker, stand, receiver, system I wanted. I went to a chain Home Theater store and they had excellent prices so I purchased there. A week later they deleived the system. They install guys couldn't seem to hold everything up to work together - as salesman said they would. They blamed the remote! Then left. A call to the store and the sales man came out the next day and had another remote and worked 5 hours on fixing the mess the install guys did. He couldn't fix it either. Long story short, the salesman came 3x's, totallying around 23 hours fixing the incorrect mess the install guys left and still didn't fix it. During this time I did put the purchase on dispute with the credit card company. I've sent several email to the store and home office, I've received nothing in return. Five times I was told they would show up to "fix" this and no one showed up - rescheduled work, etc so I wasn't too happy. Finally I solved the issue simply by rewiring how they had two of the components wired.!!!

The salesman said he would credit our account for cables he charged us but did not use and refund the install and give me $200 credit in store.

That hasn't happened - salesman called and wanted to know why it was on dispute because he doesn't get paid until the sale is final. This is now 7 weeks later, calls are not returned, emails not answered and no credit. Plus why would I want a credit in a store that can't hold it up properly? Plus I purchased an extended warrenty and have no paperwork for that and want to cancell that because I fear they won't honor it either.

Ok sorry this is long and this is the short version! What should I do? I love the product, hate hate hate the service I received. It makes me mad to watch the tv knowing how they've acted. What should I do? I know they won't let me return the entire purchase. Help

 

[ParadigmDawg]

If you are happy with the price and the system, go to the store and talk to the manager and work out a deal where you pay for all the equipment but not the install or extended warrenty. It is just not that difficult to set up a HT and program a remote so you should learn to do it yourself and we will be here to help.

 

[j_garcia]

Tell them you are going to return EVERYTHING if they don't get it straightened out and I'd also give a call to the Better Business Beurau.

 

[drexelm]

ummmm not sure what to say.

 

[rnatalli]

Tell them you are going to return EVERYTHING if they don't get it straightened out and I'd also give a call to the Better Business Beurau.

Sounds like a good idea to me.

 

[davidtwotrees]

simpler is better

I am a small contractor and work in almost 100 homes per year. This is not an isolated case. This is not just in the home audio line, either. Technology in general does not work for many consumers. I see people struggling with it all the time. People buy things like Ipods, get them home and they won't work with their computers......at least not without some pretty dedicated computer skills. A Canon executive gave me a DVD camcorder.....all I wanted was to upload to youtube to say hi to international friends, and show you fellas my rig and treatments.........well, heck, to get a video off that thing and onto my hardrive and out into the net was insane. So I got a DV Camcorder.......except now I need a firewire card on my 4 year old desktop to upload the videos.......I see this all the time, time and time again throughout my travels. The Japs USED to make a product and refine it until it was nearly perfect. But now they too are in the viscous cycle of having to keep introducing new products to keep up and feed the beast. Techno junkies like complicated because they enjoy having endless menus to play with and work on. The rank and file people aren't looking for that. They want to turn it on and have it work, and not have to worry about pressing a wrong button and losing the whole system.......one thing audiophiles have right, imho, is that simpler is better.

 

[eagle100]

I have tried just stopping by the store to chat about this and either the manager or the salesman are gone and they (the store) won't do anything without both there. I've not set an appointment to stop by because 5x's they didn't show up at the house so I doubt they would be there.

I'd like to return everything and go to another store and start over - however in tiny printing on the sales receipt it says you can't do that after 7 days. I said I was going to do that and fell for the "well get this straightened out" line. Stupid me.

They aren't listed on BBB but you can file a complaint. That will happen tonight.

What I don't understand they have several stores. They have not been paid - why aren't they concerned about fixing this? What is really going on here?

 

[ParadigmDawg]

What I don't understand they have several stores. They have not been paid - why aren't they concerned about fixing this? What is really going on here?

Bad management?

 

[j_garcia]

Wow, that sucks man. Have you tried one of the other stores since they have more than one? Maybe you can work something out with them instead if they aren't too far. It doesn't sound like they intentionally are trying to screw you, but mistakes on their part as well as a lack of quality service after the fact is just bad business.

Now I am no lawyer, but regardless of what their receipt says, that also implies that they provided you with what you asked for and if they didn't, you theoretically have legal recourse against them (you have to show proof of some kind of loss or unfulfilled condition) . They probably aren't worried because they know it would be difficult for you to seek action against them even though they aren't providing services they agreed to. Next time you talk to someone there, tell them you want anything they offer in WRITING, so they cannot deny what they have told you.

 

[zumbo]

Tell them you are about to contact Consumer Protection. Tell them you are about to do this NOW!

http://www.ftc.gov/bcp/consumer.shtm

 

[mtrycrafts]

They have not been paid - ...?

Then you are in the driver's seat. Dispute it until kingdom come Perhaps they will get the idea and talk to you on your terms.

 

[eagle100]

This is freekin stupid. I called the store and asked for the manager by name - get this. The guy put me on hold then said the manager told him "tell him to write it in an email to the ceo." Its obvious that store has no intentions of ever fulfilling their end of the agreement.

But again I ask why? I want to pay for what we have, not paid for what we don't have and put this behind. What is the deal?

 

[MDS]

This is freekin stupid. I called the store and asked for the manager by name - get this. The guy put me on hold then said the manager told him "tell him to write it in an email to the ceo." Its obvious that store has no intentions of ever fulfilling their end of the agreement.

Don't write it in an email. Write it in a business letter and send it return receipt requested - and mention that manager by name. Maybe even CC the Better Business Bureau.

If the charge was disputed with the credit card company then the card company will send an inquiry to the merchant and they have to respond within 30 days. I don't think you will be successful on disputing the charge for the equipment itself but could be successful in disputing the charge for installation and setup.

I'd just avoid the whole hassle and return every single thing for a refund if you are within the refund period. I'd follow through with the CC dispute to get a refund of the install and setup charges. I would then go buy from somewhere other store.

 

[zildjian]

Do you mind sharing in what city you are located? In case any of us live there, we can avoid store X... Be patient but even more thorough; this has to work out. Hopefully a the responsible staff members' heads will roll.