Electronics Service Center

From: Electronics Service Center< [redacted] @ [redacted] .net>Date: Fri, Apr 8, at 10:AMSubject: Complaint ID [redacted] To: [redacted] @myRevdex.com.orgHello [redacted] In Response to the Complaint ID [redacted] : [redacted] sent over his subwoofer unit very poorly packed for warranty repairs ( he acknowledged that ) we contact him and explain him that cosmetic damages were not cover under warranty ( I believe the fact that the unit “ no longer sits correctly” applies for cosmetic damages according to [redacted] description )The warranty job was done, but we couldn’t use the same packing box because we didn’t want to take the risk of getting the same results when the subwoofer was shipped to us in the first place.After the unit was fixed ( under warranty, at no charge to the customer except the new packing box), [redacted] contact us about [redacted] unit having a claim submitted related to shipping damages( which I believe it didn’t go far, otherwise I wouldn’t be sitting here taking care about this case ) We request pictures of such damages to the [redacted] representative but we never got any( according to this customer, the Packing box in which the subwoofer was shipped back to him repaired “ didn’t appear damaged” ) odd isn’t ?I don’t know why [redacted] went directly to UPS, then contacted [redacted] ( The manufacturer ) to confront a way to “fight” a reimbursement ( according to [redacted] words ) I believe the appropriate way to manage cases like this one is pretty simple; [redacted] should contact us in first place to complaint about the shape in which his subwoofer arrived back to his place; Or simply ask us for a pick up Tag from [redacted] or [redacted] to have his unit ship back to us to review the damages or even send us pictures of it to assess the damages but we didn’t get the opportunity to exercise our right to provide warranty to our services.We’ve been in business since and never have an unsolved dispute or complaint about our services.Since this is about good business relationship and not about who’s right or wrong, we gladly will provide a pick up tag for [redacted] subwoofer to be reviewed, the only thing we request is to be shipped back in the same box and containing the same packing material For the records, I find hilarious disputing for the amount of $ considering is not a brand new product ( the whole speaker package is that amount ) and the fact that the customer accepted the unit arrived to our premises damaged due to his poor packaging skills I don’t understand either why the customer is not considering other ways to solve this issue, like replacing the complete cabinet or getting the damages repaired, but instead he wants a replacement also, why “trying to contact us several times by e-mail with no communication” when we’re open Tuesdays – Saturdays 7am – 4pm and we’re just a phone call away or simply leave a message odd isn’t..? [redacted] is entitle to complaint about anything he wants, but we have the right to examine the facts and also to provide a solution to the case, which by the way, it has never being our position to deny warranty in our services neither to provide a solution satisfactory to our customers.I hope to hear from you in the following daysRegardsJimmy D***Electronics Service CenterManager

I dropped off a Harmon Kardon AVR to Electronics Service Center and was told the item would be repaired in about daysThis was the center that the Harmon Kardon support provided to me based on where I live
After about weeks without hearing anything I contacted this business and was told they were waiting on something from Harmon KardonI contacted this business (again) about a week later and was told that they were (still) waiting on Harmon Kardon
The gentleman I told to on the phone then told me that he has done all he can and and sarcastically suggested that I contact HK if I think I could do any betterI got frustrated and called HK directlyThe HK service center then asked for the ticket number that "Electronics Service Center" would have been assigned when they initiated the process with HKI phoned "Electronics Service Center" (on another line) and they were unable to produce this number simply blaming Harmon Kardon
The Harmon Kardon representative stated that no ticket number means that nothing had been done within the weeks the unit was in their careThe ticket number is emailed to you immediately upon submission of the web-formIf "Electronics Service Center" was really having that much trouble with HK, they could have made an attempt to let me know at some pointThe first moment I walked into this shop the person assisting was obliviously more interested in their cell-phone (which was of an obvious personal nature) as they slowly fumbled through my data-entry one handedI should taken that as a sign
Harmon Kardon issued me shipping slip to send the unit directly to their service centerI'm sure glad I kept the original box the unit came inI plan reclaim the AVR from "Electronics Service Center" tomorrow and with that done and hopefully get back on track

From: Electronics Service Center<[redacted].net>Date: Fri, Apr 8, 2016 at 10:15 AMSubject: Complaint ID [redacted]To: [redacted]@myRevdex.com.orgHello [redacted]In Response to the Complaint ID [redacted] sent over his subwoofer unit very poorly packed for warranty repairs…( he acknowledged...

that )…  we contact him and explain him that cosmetic damages were not cover under warranty ( I believe the fact that the unit “ no longer sits correctly” applies for cosmetic damages according to [redacted] description )The warranty job was done, but we couldn’t use the same packing box because we didn’t want to take the risk of getting the same results when the subwoofer was shipped to us in the first place.After the unit was fixed ( under warranty, at no charge to the customer except the new packing box), [redacted] contact us about [redacted] unit having a claim submitted related to shipping damages. ( which I believe it didn’t go far, otherwise I wouldn’t be sitting here taking care about this case ) … We request pictures of such damages to the [redacted] representative but we never got any. ( according to this customer, the Packing box in which the subwoofer was shipped back to him repaired “ didn’t appear damaged” )… odd isn’t…?I don’t know why [redacted] went directly to UPS, then contacted [redacted] ( The manufacturer ) to confront a way to “fight” a reimbursement ( according to [redacted] words ) …  I believe the appropriate way to manage cases like this one is pretty simple; [redacted] should contact us in first place to complaint about the shape in which his subwoofer arrived back to his place; Or simply ask us for a pick up Tag from [redacted] or [redacted] to have his unit ship back to us to review the damages… or even send us pictures of it to assess the damages… but we didn’t get the opportunity to exercise our right to provide warranty to our services.We’ve been in business since 1994 and never have an unsolved dispute or complaint about our services.Since this is about good business relationship and not about who’s right or wrong, we gladly will provide a pick up tag for [redacted] subwoofer to be reviewed, the only thing we request is to be shipped back in the same box and containing the same packing material…For the records, I find hilarious disputing for the amount of $ 307.00 considering is  not a brand new product ( the whole 5 speaker package is that amount ) and the fact that the customer accepted the unit arrived to our premises damaged due to his poor packaging skills… I don’t understand either why the customer is not considering other ways to solve this issue, like replacing the complete cabinet or getting the damages repaired, but instead he wants a replacement… also, why “trying to contact us  several times by e-mail with no communication” when we’re open Tuesdays – Saturdays 7am – 4pm and we’re just a phone call away or simply leave a message … odd isn’t..?  [redacted] is entitle to complaint about anything he wants, but we have the right to examine the facts and also to provide a solution to the case, which by the way, it has never being our position to deny warranty in our services neither to provide a solution satisfactory to our customers.I hope to hear from you in the following daysRegardsJimmy D[redacted]Electronics Service CenterManager