Last time I will be visiting my dealer

[Cos]

I have always been pro with doing business with a local dealer for my Home Audio. I have been buying form the same dealer for 12+ years and for the most part felt I have always gotten a good deal. With my most recent visit today, I felt that I may have to rethink my approach.

I recently referred two customers with the past 60 days that bought around 8k worth of speakers from him from this site. I have also spent about 7k+ with him this year on speakers and furniture and power protection

At the same time I was having my subwoofer serviced by paradigm and after the first referral he said the sub repair was "On Him."

Turns out the amp on the subwoofer was 100% fine, so I had them send in the box. Turns out that they tested it and everything was fine, my only guess is maybe it was a wiring issue.

Since the only cost associated with the repair of the subwoofer was $25.00 to check it out, they sent it back. I thought they would take care of the cost, but when I go to pick it up he charges me for the freight $135.00

Is it a lot of money? No, but based on the referrals I gave him, I was hoping for a little better than the $25.00 for the repair. (They did pay for that)

I walked out of there kinda pissed off, but was too tired from my current rehabbing of my house to make a big deal out of it.

Please let me know if I am overreacting, but I have to say I was little ticked off. Enough so, that I will be considering other sources for my equipment, be it other dealers or online. Nor will I be recommending them in the future. Really disappointed

/rant off

 

[Schurkey]

Since the only cost associated with the repair of the subwoofer was $25.00 to check it out, they sent it back. I thought they would take care of the cost, but when I go to pick it up he charges me for the freight $135.00

All other business considerations aside, you should have been told about the freight charges up front. NO surprises. They tell you they'll cover it, or they tell you you'll pay for it--BEFORE the equipment is mailed off for repair.

 

[markw]

He's playing word games with you, and I hate when they do that.

Technically, he DID what he promised, which is to cover the repair, but you "assumed" that he would pick up any ancillary costs associated with the repair

I also would have made that assumption. And, I would not be too quick to recommend him in the future.

 

[Adam]

I agree with Schurkey (welcome to the forum, btw!). I was completely p*ssed at my car dealer when they charged me $30 for something at my last service. Again, not a lot of money, but they did the work without ever getting my approval - and I was about thirty feet from their window the entire time. Even after I was clearly mad that I wasn't informed, the guy made no offer at all to let the charges go.

If I were you, Cos, I'd let that dealer know what you're thinking. I bet he doesn't want to lose your business over this. It could have been poor communication on his part, and maybe he'll make it right. If he doesn't, kick him to the curb unless he's still the best deal in the long run.

 

[AcuDefTechGuy]

Yeah I would be ticked too. I think normal reaction by you.

 

[Cos]

I agree with Schurkey (welcome to the forum, btw!). I was completely p*ssed at my car dealer when they charged me $30 for something at my last service. Again, not a lot of money, but they did the work without ever getting my approval - and I was about thirty feet from their window the entire time. Even after I was clearly mad that I wasn't informed, the guy made no offer at all to let the charges go.

If I were you, Cos, I'd let that dealer know what you're thinking. I bet he doesn't want to lose your business over this. It could have been poor communication on his part, and maybe he'll make it right. If he doesn't, kick him to the curb unless he's still the best deal in the long run.

I don't care how great a deal I get from a company, if they don't treat me right, I don't buy from them. I will touch base with him, but at the end of the day I am shopping more dealers for my basement build.

 

[sawzalot]

I would bring this to his attention , your true feelings about the $$ , I am sure the light bulb will go off and he will do the right thing. The money brought in from your referral and personal purchase should stand paramount

 

[Adam]

I don't care how great a deal I get from a company, if they don't treat me right, I don't buy from them. I will touch base with him, but at the end of the day I am shopping more dealers for my basement build.

Wasn't saying to go against your principles. More of a "don't cut off your nose to spite your face" remark. The guy has a bottom line, too, and maybe he assumed that you'd realize that shipping wasn't included.

That said, if something like this set you off without you even talking to the guy, makes me think that there was already some underlying dissatisfaction or lack of trust on your end before this happened. Whatever the case, I hope it all works out for you. I think that I've made it clear over the years that poor customer service will cause me to walk away.

 

[AcuDefTechGuy]

I believe the lesson here is never buy subs and speakers with built in amps again so you don't have to send back for repair.

 

[Cos]

Wasn't saying to go against your principles. More of a "don't cut off your nose to spite your face" remark. The guy has a bottom line, too, and maybe he assumed that you'd realize that shipping wasn't included.

That said, if something like this set you off without you even talking to the guy, makes me think that there was already some underlying dissatisfaction or lack of trust on your end before this happened. Whatever the case, I hope it all works out for you. I think that I've made it clear over the years that poor customer service will cause me to walk away.

LOL Sorry, I am a little worked up. The thing is I offered to give him my fedex account number to ship, he said he would take care of it. That doesn't mean he will pay for it. Just a little perturbed with the fact I gave him 8k of business and he rewards me with $25.00 LOL, next time I will just ship and pay for it myself.

 

[Cos]

I believe the lesson here is never buy subs and speakers with built in amps again so you don't have to send back for repair.

On the Bright side, my Seismic 12 is Good as New. I had the bad subwoofer in one of my Triton Ones. I talked to Sandy at the demo show I was at (not my dealer, but may be in the future)

And as far as my Triton Ones go, I enjoy them as much as you enjoy your RBH, so all good on that front

 

[AcuDefTechGuy]

On the Bright side, my Seismic 12 is Good as New. I had the bad subwoofer in one of my Triton Ones. I talked to Sandy at the demo show I was at (not my dealer, but may be in the future)

And as far as my Triton Ones go, I enjoy them as much as you enjoy your RBH, so all good on that front

There you go. We're here for you.

How much does one of the built-in amps cost?

 

[Cos]

There you go. We're here for you.

How much does one of the built-in amps cost?

I don't know the cost of the built in amps, because when I had the defective Triton One, my dealer gave me a new speaker to replace it.

 

[slipperybidness]

Yeah, the best thing to do is to talk to the dealer and be honest with your dissatisfaction.

If you offered to ship it on your account, then he should have let you do that, not insist on shipping it himself then charging you.

If he doesn't want to play ball, then it's time to move along to a new dealer.