An Audio Experience
10-18-2014, 10:31 AM
#1
CMOC Supreme poster
Thread Starter
Join Date: Dec 2007
Location: Sherwood Park, Alberta
Posts: 2,437
An Audio Experience
As many of you probably know from a previous post I had purchased a Clarion NX605 from a dealer in West Kelowna, B.C. on 10th October. The install date was this past Thursday (17th).
After the install was complete I was told to pair the Iphone with the Bluetooth when I was a few blocks from the shop. No problem this worked fine. When I got home about 20 mins later I could not get the cd player to work. All the other features worked fine but no cd/dvd action. So I phoned the install outlet and was advised to bring the Mustang in on Friday to have a technician look over the Clarion. The technician could not figure out the problem. So I was advised by the manager of the install shop that they could put my original factory stereo back in the Mustang and they would ship the Clarion back to the manufacturer for warranty repair.
I explained to the installation manager that this was not right they should have checked to see if the unit was working properly before they installed it in the Mustang. His response was that all they do is install the product and when they do so they "assume" that the unit is working properly. If there is a problem with the unit after installation this creates a warranty relationship between the manufacturer and the customer. Their view essentially was we have your money now, end of story.
So I went back to the outlet where I bought the Clarion unit to speak to the manager who I found out was on holiday. So I spoke to the assistant manger and advised him of the situation. His response was welcome to the electronic world, we are not required to make sure the unit works as we rely on the manufacturer's word. Basically he gave me the we only sell it attitude. I was extremely pissed when I left the store considering that the unit will install came to almost $900.00.
When I got home I called the HQ outlet and asked for the phone number and address of customer service. The young fellow on the other end realized that there was a problem and put me in direct contact with the general
manager.
The general manager took the view that the attitude of the retail outlet was an example of poor customer service. No kidding. He was also of the opinion that rather than put my factory stereo back in the Mustang his installation outlet staff should have shopped around to the other 17 locations in the province for the same Clarion model.
So needless to say he did this for me and a replacement Clarion is supposed to be back in the Mustang on Tuesday. I did explain to him that perhaps his staff should have checked the unit before the install. His response was similar to the retail staff and the installation manager that they reply on the manufacturer that the product works. But he assured me that he would make sure that the installation staff fully checks over the unit and makes sure everything works on Tuesday. I explained to the manager that I could understand perhaps having a warranty issue 6-8 months down the road but not the same day the unit is installed.
Personally if I owned the retail chain I would want to make sure anything I sold to a customer works. If not I would be bending over backwards to satisfy the customer. I understand from the General Manager that the Assistant Manager at the retail shop has a new rear end. These were his
exact words.
I just wanted to put this story out so that if any of you are planning on ditching your stock stereo for an aftermarket item this is what you have to put up with. This attitude is what you can expect if the aftermarket unit your purchased does not work after the stall by expert and certified technicians.
After the install was complete I was told to pair the Iphone with the Bluetooth when I was a few blocks from the shop. No problem this worked fine. When I got home about 20 mins later I could not get the cd player to work. All the other features worked fine but no cd/dvd action. So I phoned the install outlet and was advised to bring the Mustang in on Friday to have a technician look over the Clarion. The technician could not figure out the problem. So I was advised by the manager of the install shop that they could put my original factory stereo back in the Mustang and they would ship the Clarion back to the manufacturer for warranty repair.
I explained to the installation manager that this was not right they should have checked to see if the unit was working properly before they installed it in the Mustang. His response was that all they do is install the product and when they do so they "assume" that the unit is working properly. If there is a problem with the unit after installation this creates a warranty relationship between the manufacturer and the customer. Their view essentially was we have your money now, end of story.
So I went back to the outlet where I bought the Clarion unit to speak to the manager who I found out was on holiday. So I spoke to the assistant manger and advised him of the situation. His response was welcome to the electronic world, we are not required to make sure the unit works as we rely on the manufacturer's word. Basically he gave me the we only sell it attitude. I was extremely pissed when I left the store considering that the unit will install came to almost $900.00.
When I got home I called the HQ outlet and asked for the phone number and address of customer service. The young fellow on the other end realized that there was a problem and put me in direct contact with the general
manager.
The general manager took the view that the attitude of the retail outlet was an example of poor customer service. No kidding. He was also of the opinion that rather than put my factory stereo back in the Mustang his installation outlet staff should have shopped around to the other 17 locations in the province for the same Clarion model.
So needless to say he did this for me and a replacement Clarion is supposed to be back in the Mustang on Tuesday. I did explain to him that perhaps his staff should have checked the unit before the install. His response was similar to the retail staff and the installation manager that they reply on the manufacturer that the product works. But he assured me that he would make sure that the installation staff fully checks over the unit and makes sure everything works on Tuesday. I explained to the manager that I could understand perhaps having a warranty issue 6-8 months down the road but not the same day the unit is installed.
Personally if I owned the retail chain I would want to make sure anything I sold to a customer works. If not I would be bending over backwards to satisfy the customer. I understand from the General Manager that the Assistant Manager at the retail shop has a new rear end. These were his
exact words.
I just wanted to put this story out so that if any of you are planning on ditching your stock stereo for an aftermarket item this is what you have to put up with. This attitude is what you can expect if the aftermarket unit your purchased does not work after the stall by expert and certified technicians.
Last edited by Ray Spencer; 10-18-2014 at 02:23 PM.
10-18-2014, 02:08 PM
#2
Moderator / Member
Join Date: Aug 2012
Location: South Eastern Ontario
Posts: 1,588
I do things the old way. Old as in the way electronics go. Good old Tom Tom stuck to the windshield when needed and Sirius plugged into the Aux of the stock radio. Don’t need Bluetooth because I don’t own a cell phone and don’t want one, you can call me at home and leave a message. I saved a bunch of hard earned cash and the headache of having to deal with the imbeciles at the big box stores. But then again that’s me. Living life simple. 
10-18-2014, 02:26 PM
#3
CMOC Supreme poster
Thread Starter
Join Date: Dec 2007
Location: Sherwood Park, Alberta
Posts: 2,437
I do things the old way. Old as in the way electronics go. Good old Tom Tom stuck to the windshield when needed and Sirius plugged into the Aux of the stock radio. Don’t need Bluetooth because I don’t own a cell phone and don’t want one, you can call me at home and leave a message. I saved a bunch of hard earned cash and the headache of having to deal with the imbeciles at the big box stores. But then again that’s me. Living life simple.
Well that's o.k. if you want and are happy with limited services. The moral of my story is that if big box stores are going to sell a product then they should stand behind them and their so called service also.
Last edited by Ray Spencer; 10-18-2014 at 02:36 PM.
10-18-2014, 02:51 PM
#4
Moderator / Member
Join Date: Aug 2012
Location: South Eastern Ontario
Posts: 1,588
10-18-2014, 04:49 PM
#5
CMOC Veteran
Join Date: Nov 2013
Location: Nova Scotia
Posts: 456
I have the shaker 1000, so no need to switch it out.
that said, I have learned, to use Visa, when purchasing it,
two reason, 1 usually comes with extra warranty, 2nd, if need be
call credit card company, they will give your money back and do charge back
to outlet, tell this to the manager, he knows this, often solves issue very quick, instead of losing sale. shitty one he has to think like this, or scream for what should be proper service.
that said, I have learned, to use Visa, when purchasing it,
two reason, 1 usually comes with extra warranty, 2nd, if need be
call credit card company, they will give your money back and do charge back
to outlet, tell this to the manager, he knows this, often solves issue very quick, instead of losing sale. shitty one he has to think like this, or scream for what should be proper service.
10-18-2014, 05:11 PM
#6
CMOC Supreme poster
Thread Starter
Join Date: Dec 2007
Location: Sherwood Park, Alberta
Posts: 2,437
I have the shaker 1000, so no need to switch it out.
that said, I have learned, to use Visa, when purchasing it,
two reason, 1 usually comes with extra warranty, 2nd, if need be
call credit card company, they will give your money back and do charge back
to outlet, tell this to the manager, he knows this, often solves issue very quick, instead of losing sale. shitty one he has to think like this, or scream for what should be proper service.
that said, I have learned, to use Visa, when purchasing it,
two reason, 1 usually comes with extra warranty, 2nd, if need be
call credit card company, they will give your money back and do charge back
to outlet, tell this to the manager, he knows this, often solves issue very quick, instead of losing sale. shitty one he has to think like this, or scream for what should be proper service.
Ain't this the truth.
10-19-2014, 06:03 AM
#7
Adminut
Join Date: May 2009
Location: Maple Tree, Branch #2 above the rope swing
Posts: 5,722
Don’t need Bluetooth because I don’t own a cell phone and don’t want one, you can call me at home and leave a message. I saved a bunch of hard earned cash and the headache of having to deal with the imbeciles at the big box stores. But then again that’s me. Living life simple.
10-21-2014, 08:51 AM
#8
CMOC Rookie
Join Date: Jan 2013
Location: Calgary
Posts: 30
Yeah - once you're out the door, you're out of luck. Good point about using a credit card for purchases. Oh and can we sell you an extended warranty so we can extract even more cash from you and make our profits even higher.
They should have replaced the unit since it was defective out of the box IMO. I can see if it is 6 months old then it goes bad, then you have to go the manufacturers warranty route.
They should have replaced the unit since it was defective out of the box IMO. I can see if it is 6 months old then it goes bad, then you have to go the manufacturers warranty route.
Last edited by Windstang; 10-22-2014 at 08:41 AM.
10-22-2014, 09:32 AM
#9
CMOC Supreme poster
Thread Starter
Join Date: Dec 2007
Location: Sherwood Park, Alberta
Posts: 2,437
Yeah - once you're out the door, you're out of luck. Good point about using a credit card for purchases. Oh and can we sell you an extended warranty so we can extract even more cash from you and make our profits even higher.
They should have replaced the unit since it was defective out of the box IMO. I can see if it is 6 months old then it goes bad, then you have to go the manufacturers warranty route.
They should have replaced the unit since it was defective out of the box IMO. I can see if it is 6 months old then it goes bad, then you have to go the manufacturers warranty route.
The installation shop could have avoided all this crap by checking to see if all the features of the unit worked, prior to installation. If it did not work on their bench they could have left the factory unit in the Mustang until they found a replacement.
I understand that the unit was a demonstrator model which means someone (s) probably screwed with it on the display board. Nothing like informing the customer before hand. Guess I will have to ask a thousand questions if I ever by another one down the road.
10-22-2014, 09:43 AM
#10
CMOC Rookie
Join Date: Jan 2013
Location: Calgary
Posts: 30
Too bad you had to "put on the army boots' to get them to make things right. But at least it will be done and you can enjoy your new unit. They probably just assumed that everything was working when they turned the power on, heard some radio station - and said "we're done". They could have handled this better.
