OEM Car Audio

ON 10-21-CUSTOMER MR [redacted] PURCHASED A NISSAN XM NAVIGATION MPCD PLAYER ON EBAY IN THE AMOUNT OF $AND HIS PURCHASE CAME WITH A MONTH WARRANTY HIS ORDER WAS DELIVERED TO HIM ON 10-26- CUSTOMER CONTACTED US AFTER INSTALLING THE UNIT IN HIS VEHICLE AND STATED THAT EVERYTHING WORKED EXCEPT HE COULD NOT GET HIS BACK UP CAMERA TO OPERATE WE TOLD MR [redacted] TO RETURN TO US AND WE WILL TEST THE UNIT AGAIN OR HE COULD RETURN FOR A REFUND AS OUR COMPANY RETURN POLICY STATES, PURCHASES THAT COME WITH A SIX MONTH WARRANTY, IF ITEM IS RETURNED WITHIN OUR DAY MONEY BACK GUARANTEE TIME PERIOD AND THE CUSTOMERS WANTS A REFUND AND NOT A REPLACEMENT SENT THEN WE HONOR THE REFUND MR [redacted] SHIPPED BACK THE UNIT AND WE RECEIVED ON NOVEMBER, 7TH THE UNIT WAS PUT ON A BENCH TEST AND AFTER TESTING THE UNIT, EVERYTHING TESTED FULLY FUNCTIONAL INCLUDING THE BACK UP CAMERA ORIGINAL CAR AUDIO CONTACTED CUSTOMER AND ADVISED HIM OF OUR FINDINGS HE DECIDED HE WANTED AN EXCHANGE/REPLACEMENT AND NOT A REFUND, SO WE SHIPPED A REPLACEMENT UNIT TO MR [redacted] ON NOVEMBER 15TH, DUE TO THE FACT THE UNIT TESTED GOOD AND FULLY FUNCTIONAL AND ITEM WAS NOT DEFECTIVE THAT HE WOULD NEED TO PAY TO SHIP THE EXCHANGE/REPLACEAPPROXIAMTLY MONTHS LATER IN FEBRUARY MR [redacted] CONTACTED US AND STATED THAT HE WAS EXPERIENCING THE SAME ISSUE AND HE COULD NOT GET THE BACK UP CAMERA TO FUNCTION AT THIS TIME HE WAS STILL UNDER WARRANTY FOR REPAIRS OR REPLACEMENT CUSTOMER ADVISED US THAT HE HAD ALREADY PURCHASED A NEW UNIT FROM ANOTHER COMPANY AND WANTED A FULL REFUND WHEN HIS DAY CASH BACK GUARANTEE EXPIRED ON NOVEMBER 19TH WE ADVISED CUSTOMER THAT IF HE WANTED TO RETURN TO US AND TEST THIS SECOND UNIT WE SEND TO HIM , HE SAID HE DID NOT WANT A REPLACEMENT THAT HE PURCHASED ANOTHER UNIT FROM ANOTHER COMPANYON MARCH 1ST MR [redacted] CALLED ORIGINAL CAR AUDIO AGAIN TO DEMAND A FULL REFUND AND WAS AGAIN ADVISED OF OUR RETURN POLICY ORIGINAL CAR AUDIO OFFERED AND STOOD BEHIND OUR REPLACEMENT WARRANTY POLICY BUT CUSTOMER REFUSED REPLACEMENTMARCH 1ST WHEN MR [redacted] SPOKE WITH A MANAGER AT ORIGINAL CAR AUDIO AND WENT OVER OUR RETURN POLICY AGAIN SAID THAT HE UNDERSTOOD IT WAS OUR POLICY AND STATED HE DID NOT WANT TO MOVE FORWARD WITH REPLACEMENT TO DATE, ORIGINAL CAR AUDIO HAS NO FURTHER ACTION TO TAKE WITH CUSTOMER AND CUSTOMER ACKNOWLEDGES OUR RETURN POLICY NO OTHER COMMUNICATIONS HAVE TRANSPIRED BETWEEN ORIGINAL CAR AUDIO AND CUSTOMER MR [redacted] ***

On June 7th this customer purchased a Toyota radio on eBay After customer received unit he called on June 14th, and left a voicemail on our Sales line and indicated that he received the unit from us but it was not compatible with his vehicle Since the customer purchased via eBay that means he purchased on his own and we did indeed ship him exactly what he ordered We were working with this customer and had advised him to send the unit back and we would in exchange identify the correct unit he needed for his vehicle We received the item back from this customer on July 7th, delivered by USPS The unit arrived with visible damage to both the box it was shipped back in as well as CD player was broken The unit also had visible cosmetic damage and was no longer in working condition We advised customer to file a claim with USPS however the customer did not declare any value on the unit when shipping back to us The unit that we received back is no longer in working order and is completely damaged thus the reason we were unable to offer a refund of any kind

The diagnostics from dealership that customer sent us, there is a loss in Most Bus communication causing the unit to rebootCustomer’s technician has also diagnosed this issueWhile loss of Most Bus communication is confirmed, there are many different causes to loss of that communication, BCM, PCM, CCC, Immobilizer, these components could cause the Most Bus to fail and cause the CCC to rebootWe have tested this unit very extensively and confirm proper communication in and out of the unit on our set upWe are well aware of the "common" issue of CCC units themselves rebooting due to bad nav drive, processor, IC chip, logic board, main pcb board and etc, but the unit that was sent to customer and returned to us experiences none of those issuesWe tested unit for hours and had no issues rebooting or any loss of Most CommunicationThe issue is coming from elsewhere in the vehicleCustomer has been advised to check with an Experienced BMW Technician as they will be able to confirm this Due to these findings, the unit we sent to customer is 100% fully functioning and the issue that is occurring is inside customer’s vehicle Until the internal issue is fixed, any replacement radio is not going to work in customer’s vehicle correctly because of this issue.We have done all we can for this customer but the issue is with the vehicle itself and not the radio that she purchased from us The refund was processed as per our return policy which included the restocking fee.As for the replacement unit we sent to the customer after she asked us to do so, called the day after the item was shipped to tell us she no longer wanted the replacement radio but it had already shipped out to customer as she had originally requestedCustomer also states that the replacement unit we sent her was rebooting and that was the same issue she was having prior to purchasing the unit from us which again is a clear indicator the issue is internal to her vehicle

I am rejecting this response because: I have done my due diligence and have gotten my vehicle properly diagnosed from an Experienced BMW Technician, at a BMW dealershipThe technician has confirmed that the issue was with the radio/CCC unit itselfThis company sent me a second video testing the navigation, a second video testing the radio, and a second video testing the CD player, which all worked as they shouldI never reported a problem with either of those functionsThose functions all work as they should in my current/existing radio alsoThe problem that was reported, is the fact that the system continuously reboot after being on for some time (Not seconds)This company is fully aware of the rebooting issue, because they know that this is a common issue with the BMW radio/CCC unitsThis is why they wanted my radio, because they take radios with this issue and attempt to fix them and then sell them to someone like myselfThis is what they would have done with mineWho's to say that whatever repairs they think they may have fixed was properly done and the unit is still having the same issuesThis is exactly what happened and the unit that they sent me still had the rebooting issueThe company stated that I called on the following day and stated that I no longer wanted the replacementI called back on the same day and AGAIN on the following dayDue to no one answering my call attempts, I left a voice message both timesNot to mention the fact that I NEVER received a call back in reference to me not wanting their replacement unitThis company has taken an unjustified and unwarranted $from me and I am seeking my funds back from themI have spent way more money than the $in returning their defective items back to them and getting my vehicle proper diagnosedIt's the principle of the situation and the fact that they took money in an unjustifiable and unwarranted manner

Initial Business Response /* (1000, 5, 2015/12/17) */
*** purchased a Chrysler/Jeep/Dodge VPnavigation system from us on 10/25/From our correspondence on eBay we understand that he is making a custom installation attempting to upgrade his VPsystem to a VPBefore purchasing, we
made sure that he understood that we are not an installation business and that any custom installation work is up to him, compatibility in his car is only guaranteed if he is matching the part number as our eBay listing statesThe claims *** makes about speaking to Josh before sending to NAVREPAIR are false, we do have an employee named Josh here, but he was not working here at the timeHe was hired within the last weeksWe did not recommend *** to send our product to another businessFrom our correspondence with *** he has sent to NAREPAIR and paid them to reset/unlock the unitWe would have happily accepted a return for a refund or exchange if he had sent it back to us before sending it to a 3rd party to alter our productI would have also happily waived our 20% restocking if he had sent it back unalteredOnce a product is sent to a different business and altered we cannot accept the item back for a refundIt should also be noted that *** opened a case against us on eBay, which was already closed in our favor due to the fact that he had a 3rd party open and alter our item
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The part of the response by the seller that a pn for pn swap and that custom install is mine alone to do are true, and possibly the name of the employee (John or Josh) that gave me guidance to send the unit to NavRepair as the lowest cost option to fix the unitThe remainder of the response is falseThe seller followed up with me to ensure proper fitment of the unit via eBay message, requesting my vehicle VIN, year, make and model
'Open and alter our item' is false, and the seller refuses to come clean on this pointPrior to the seller receiving the unit from a dealership in Michigan from a vehicle, it had already been alteredThe main board inside the unit was replacedThis was confirmed upon receipt by myself, as the unlock code provided by the seller did not workWhen I contacted the seller, and spoke with John/Josh, they offered me optionsDuring that conversation, and subsequent exchanges with the seller prior to shipping to NAVREPAIR (again, on John/Josh's recommendation, because the seller works with them 'all the time'), there was NO MENTION OF HAPPILY WAIVING THE RESTOCKING FEE
It is important to make this point abundantly clearThis Revdex.com exchange is the FIRST TIME anyone has mentioned 'HAPPILY WAIVED OUR 20% restocking fee for a refund'
The fact that the unit was altered (the sn on the main board within the unit, and the serial number on the unit's chassis were different), causing the unlock code not to work, is what prompted the need to send it to the 3rd party on the seller's recommendation in the first placeAnd the 3rd party, which the seller works with 'all the time' made it very clear, the unit would have needed to be opened to obtain the main board within's serial number to capture the correct unlock code to get the unit unlockedRepeat: the seller would not have been able to provide me/anyone the ability to unlock this unit without opening it at NAVREPAIR
Once the unit was unlocked (taking weeks from date of purchase), it performed erraticallySeveral issues with the radio were observed, in fact there is no way this radio would pass a QA test in any reasonable environment, much less live up to any claims by the seller's eBay ad listing that this unit was tested prior to shipment
Here is the bottom line:
1) The seller shipped me a unit that didn't work out of the box as claimed in their eBay add
2) The seller quite possibly KNEW the unit would not work when they sold it to me (unit could not be unlocked when received, unit shows erratic behavior once unlocked, seller has offered to do NOTHING about either - I had/have to resolve both on my own)
3) The seller is mis-representing their position in this claim
If the seller were truly interested in making this right, they can take their radio back for a full refund, now that it is unlocked with an unlock code that I had to pay for, and I have tested it for them and documented for them quite clearly all of the issues with it that they either refuse to acknowledge, much less do anything about
Final Consumer Response /* (3000, 11, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That I was not recommended to go to NAVREPAIR is simply untrueNow we are in he said, she said territoryI have a Verizon bill from November with a minute telephone conversation with ***, in which I spoke to an employee at OEM Car Audio about what NAVREPAIR told me MIGHT be the problemIf you record your calls, you will also have this evidenceUnfortunately, I do not
If you say that the item cannot be returned and you knew it was defective out the door, and have not offered to replace or repair it, I will continue to pursue recourseSimply lying about what transpired during a telephone conversation days ago is not sufficient
Final Business Response /* (4000, 13, 2016/01/04) */
I'm sorry if there is any miscommunicationWe did follow up with you and try to offer the best advice we could once we realized that you had sent it to Navrepair and had the software changed
Once the item is altered, we will not accept it back for a refundWe did not know the item was defective out the door, we test all of our items to confirm they are working on the day we ship themIf you would have sent our item back to us without altering it and sending to a 3rd party, we would have accepted for a refund or exchange

I am rejecting this response because:
That is a bold face lie but that is nothing new to them apparentlyJosh know what we talked about and another thing, they did not contact me the first timeI had to do all the contactAnother thing, I don't like being called a liar, both of the radios did not work and I even called JOSH while I was at the ford dealership, Chipola Ford in Marianna Florida.But that is ok, I am doing a lot of advertising for theml should take them to court and let them lie under oathJosh is sm, that is all,

Initial Business Response /* (1000, 8, 2015/08/17) */
On 06-29-*** shipped us a navigation unit for his Ford vehicleThe unit was received partially dismantled in the boxThe unit was properly re-assembled by our repair technician, tested, cleaned, and found to be in 100% working condition
We then collected the payment for our repair service and the item was shipped back to *** 07-01-
*** next contacted us on 07-09-stating that it was having the same issues, and not powering onI asked him to ship it back here so we could test it and verify his issuesWhen we received it back we tested the item and found it to be in 100% working conditionI then called *** and explained to him that the item is working fineBased on how he claims it acts in his vehicle my professional opinion is that the external amplifier in the vehicle is the part that has gone bad and is causing the issuesAfter this explanation *** then proceeded to claim that we did nothing to the radio and charged him for nothing, his last words on the phone to me were "Ship it back to me, I'll just take it up with my credit card company."
Since *** was insinuating to me that he would open a credit card dispute for a repair service that we already performed I was not inclined to ship the radio and thus perform a service for free for him in addition to losing all of the money we have spent shipping the item and paying our techniciansI sent him a document which he was asked to sign stating that a future credit card dispute would be invalidNormally, we would charge a customer a shipping cost to ship the item back, but I offered to cover this for him to try and diffuse the situation
The claim that we had done nothing to the item is 100% as we were shipped a dismantled radio which was then properly assembled by a qualified technicianThe assumption at the time was that whatever issues were going on was caused by the customer dismantling the radioFinding out that when he puts it back in the car *** gets no power is a strong indication that his external amplifier is the issue and not this radioThe fact that the radio was shipped to us dismantled has complicated this issueIf we were shipped a radio that was put together we would have tested it first and called him before proceeding furtherSince the unit was shipped to us dismantled we have to put it together for him first which we do not do for free and is what *** was charged for
For the record, we have no intention of keeping ***'s radio; we simply want the document signed stating that he will not dispute the charge since our service was indeed performed on this radioWe will not ship it back until we have this in writingWe cannot be expected to assemble, test, clean, ship and re-ship all at our cost while the buyer is directly insinuating that he will dispute the charges for the service he paid for
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The unit was not COMPLETELY disassembledThe screws to the outside bracket were outThat's itIt takes one minute to put the screws back into the holesThey have received their astronomical payment of $260+
and need to send MY radio back to me
Final Business Response /* (4000, 12, 2015/08/20) */
That is not true, you sent us a unit disassembled, we had it re-assembled, tested, and cleaned properly by a certified technicianWhat do you expect a business that does radio repairs to do to your radio when you send us a radio disassembled? Do you expect us to put your radio back together for you for free? Last we spoke, you said "ship it, I will take it up with my credit card company" do you intend to open a credit card dispute for the work we performed or not? If not, please sign the document and I will be happy to ship your radio for you

ON 02-24-CUSTOMER PURCHASED FORD RADIO AND AFTER HE RECEIVED HIS UNIT HE STATED THAT THE CD PLAYER WAS NOT WORKINGCUSTOMER WAS ADVISED TO SEND THE UNIT BACK SO WE CAN TEST THE UNIT AND RESOLVE THE MATTER FOR CUSTOMER. WHEN WE RECEIVED THE UNIT BACK AND BENCH TESTED, EVERYTHING TESTED
FULLY FUNCTIONAL. THE SALES REPRESENTATIVE CONTACTED CUSTOMER TO LET HIM KNOW THAT THE UNIT WAS FULLY FUNCTIONAL BUT FOR HIS EASE WE SEND HIM A REPLACEMENT UNIT. AFTER RECEIVING THE NEW UNIT WE SENT, CUSTOMER CALLED AND STATED HE WAS HAVING THE SAME PROBLEM AND THE CD PLAYER WAS NOT WORKING. WE AGAIN ADVISED THE CUSTOMER THAT HE COULD SEND THE UNIT BACK AND WE WOULD TEST THE SECOND UNIT AND THE SAME RESULT CAME AS THE FIRST WHICH WAS THE UNIT TESTED GOOD AND FULLY FUNCTIONED. THE CUSTOMER SAID HE DID NOT WANT AN EXCHANGE BUT WANTED A REFUND. THE CUSTOMER WAS ADVISED OF OUR RETURN POLICY THAT STATES RETURNS ARE SUBJECT TO 20% RESTOCKING FEE IN WHICH WE DID NOT CHARGE HIM. THE RESTOCKING FEE WAS WAIVED AND CUSTOMER WAS REFUND IN FULL MINUS HIS ORIGINAL SHIPPINGAT NO TIME WAS THE CUSTOMER PROMISED A FULL REFUND NOR DID WE OFFER TO PAY HIS SHIPPING FOR THE TWO RETURNED UNITS THAT AGAIN TESTED FULLY FUNCTIONAL. WE WAIVED THE RESTOCKING FEE AND REFUNDED CUSTOMER ON 04-12-

Initial Business Response /* (1000, 7, 2015/08/13) */
*** sent us a unit for repair on 10-18-We repaired the unit and shipped it back to himAt the time of purchase we were clear that this repair service came with a day warrantyOn 12-31-*** called back and let us know there were
still a few issues with the unitI told him to please ship it back, we would test the item, re-repair it or provide a refund if it was un-repairable under the warranty*** did not send the item back*** next called us on 07-25-and asked if he could send the unit in still for warranty workI told him that no, unfortunately the warranty has expiredAs we clearly indicate on the sales receipt and at the time of sale as well as on our business policies page, repairs come with a day warrantySince the warranty on the item had expired about months ago I told him we could not cover this repair work for him under the warrantyWe're very sorry that *** was unable to return the item for work within a timely matter, we would have preferred him to send the item back before the warranty had expired so we could address the issue
Initial Consumer Rebuttal /* (3000, 9, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because they never sent and description of work performed or issues foundMy fault is I trusted that their work was performed and I was hoping to move on as a satisfied customerOne additional note: The original salesman I spoke to was Frank ***He told me that their repair success rate was 100%I left his name out in the original complaint because I was told he was terminated shortly after I spoke to himI spoke to ***
***
San Jose, CA 95131-
Toll Free:***
who does the exact same type of repais on the same Alpine unit I have and:
a) They give a year warranty on they workmanship
b) Free estimates all I do is pay shipping charges
c) Give me the option to proceed with the work if an issue is found
Original Car Audio took my money whether they found anything or not
Now all I'm left with is a broken unit with no proof of repair (according to Ben) and out of warranty
I would like a refund of the full amount on my credit card since no proof of repair can be furnished
Final Business Response /* (4000, 11, 2015/08/17) */
I'm very sorry, I'm not sure what sort of proof that the item was repaired that I could provideThere is no possible way other than having someone test the itemSince you have the item there is no way I can test it
I have my notes from when we received the item Oct 18, The repair tech's notes state "intermittent tracking - mechanical drive replaced" I have 100% faith that my repair techs perform the repairs they send out, there is no way I could think of that I could prove this to you other than having the unit back here to test it
I'm very sorry this did not work out for youWe are very clear on all of our web advertisements and at the time that you buy that we provide a day warranty periodWe offer this warranty so we can fix any issues as long as you send it back within the warranty periodI understand that you've found a different business that offers a year warranty and if a year warranty is what you wanted perhaps you should have purchased a repair service from a company that offers oneIf you pay for a repair service with a day warranty you have a day warranty, just because a different business offers a year warranty does not mean that we doIf you wait months to contact us, unfortunately we cannot cover the work that was performed months ago as we clearly state that you have a day warranty period

Initial Business Response /* (1000, 5, 2015/11/04) */
MrA*** purchased a Ford navigation radio from us on 10-6-At the time of purchase it was clearly stated to Allen that since the vehicle never came with a navigation system it will not be as simple as just plugging the unit in, adding
navigation to a vehicle can be a complicated installation processWe let him know we had a unit made for his vehicle but the installation process will be up to him
Before he had received the unit, he also asked us to provide him a Core Return label to send back his old unitOne thing that we do is when a customer purchases a unit, we will provide a label to ship back their old broken unit, in exchange we offer to double the customer's warranty on the replacement they purchased
Mr*** tried to contact us over the weekend while we were closed, before allowing us time to respond he decided to use the Core label that we provided to send the unit back to us for a refundHe did not wait for us to try and help him, and he did not wait for us to approve the return or remind him of our return policy which we would have done had he tried to communicate with us before sending it backIt should also be noted that the core label was provided for him to send back his old unit for the extended warrantyThe fact that he sent it back under this label greatly complicated things as the item he returned went to our recycling facility instead of the main office
Our return policy is clearly stated on our website for the customer to review before making a purchase
http://www.cd4car.com/company-policy/
When the item was returned, we tested it and everything is working just fineIt is my assumption that he did not make the necessary modifications to his vehicle to finish this custom installationWe do not know if he had the unit programmed (which we clearly state is required on our website) because he did not allow us time to communicate before he sent it backSince the item returned had no issues, we let him know this, and let him know that he must be doing something wrong with the installationHe insisted on a refund, we even called before processing this refund to make sure that he understood that there would be a 20% re-stocking fee and that we would also be charging him the shipping cost for the core label he used on our UPS account without our permissionHe gave us verbal confirmation that this was understood before we processed the refund so we went ahead and processed the refund exactly as our return policy states
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, I did not ask for a return shipping labelThat was offered to me by Jason if I wanted to send my core unit backSecondly, I was NEVER told there would be a 20% restock fee, only that I would have to pay the return shippingNo problem.Lastly, I first called with my complaint on a Thursday morning and was told by Jason that he would have to "check with techs in back and would call me right back"After no call by Monday afternoon, I returned the unitI want my money back
Final Business Response /* (4000, 9, 2015/11/12) */
We are very sorry that the customer did not take the time to read our return policies on our website before or after the purchase was made, or before he sent the unit backWe have all of our policies clearly laid out on our website for our customer's to read before they place an order:
http://www.cd4car.com/company-policy/
We have processed the refund according to our policies as it was clearly stated on our website

I am rejecting this response because: The company sent me a defective unit originally, unit was determined to be faulty by replacing with a know good unit after months of my own troubleshooting at my cost, and they refused to issue a refund. I don't believe the company tested the unit fully during the initial diagnosis. They want me to continue to spend money shipping the unit back and forth at $35 each way just so they can say they tested it and charge me to send back the unit again at my cost. I have been ripped off and stuck with a defective unit unless I pay $70 shipping to get a replacement on top of the original purchase price, $70 to ship back/forth for the initial diagnosis. I refuse to spend any more money with this company. They intentionally delayed the process to get past the 30 day return policy then used that to claim no responsibility. Buyer beware. They have many other similar complaints online. If they agreed to send me a working replacement, pay for the shipping of the new unit, and return of the old unit I would be satisfied.

Customer purchased a unit from us on 05-02-16 via eBay and received free shipping with his purchase, customer paid total of $139.30 and product was delivered on 05-10-16.  Customer contacts us in October which is the last month of his 6 month warranty from his date of purchase on 05-02-16 and...

said the unit was turning off and training his battery so we told him to send in it for a warranty repair.  We received the item back on 10-31-16 in our MN location where the sales representative Josh is located.  The unit was received damaged.  Josh contacted customer to let him know that we recived his unit damaged and advised him there was visible shipping damage to both the box we received in and the unit itself.  Since he was the shipper, we advised him to contact shipper and file a damage claim.  The customer told Josh to send back his unit and the customer paid $35.00 for shipping on 11-18-2016, unit was sent back to customer via UPS Tracking # [redacted]. We followed all the correct procedures and shipped the damaged item back to customer per his request.  This customer has proof that we received item damaged because we emailed him pictures.  Again, due to the fact we received the item damaged by shipping it was our responsibility to inform customer and advise to open shipping claim.  As I mentioned before, we provided customer pictures via email of how item was received.  We have not done anything wrong and it is out of our hands to due damage was done in shipping sent by customer.

The diagnostics from dealership that customer sent us, there is a loss in Most Bus communication causing the unit to reboot. Customer’s technician has also diagnosed this issue. While loss of Most Bus communication is confirmed, there are many different causes to loss of that communication, BCM,...

PCM, CCC, Immobilizer, these components could cause the Most Bus to fail and cause the CCC to reboot. We have tested this unit very extensively and confirm proper communication in and out of the unit on our set up. We are well aware of the "common" issue of CCC units themselves rebooting due to bad nav drive, processor, IC chip, logic board, main pcb board and etc, but the unit that was sent to customer and returned to us experiences none of those issues. We tested unit for 12 hours and had no issues rebooting or any loss of Most Communication. The issue is coming from elsewhere in the vehicle. Customer has been advised to check with an Experienced BMW Technician as they will be able to confirm this.  Due to these findings, the unit we sent to customer is 100% fully functioning and the issue that is occurring is inside customer’s vehicle.  Until the internal issue is fixed, any replacement radio is not going to work in customer’s vehicle correctly because of this issue.We have done all we can for this customer but the issue is with the vehicle itself and not the radio that she purchased from us.  The refund was processed as per our return policy which included the restocking fee.As for the replacement unit we sent to the customer after she asked us to do so, called the day after the item was shipped to tell us she no longer wanted the replacement radio but it had already shipped out to customer as she had originally requested. Customer also states that the replacement unit we sent her was rebooting and that was the same issue she was having prior to purchasing the unit from us which again is a clear indicator the issue is internal to her vehicle.

I am rejecting this response because:I have never received any pictures at all showing the damage to the unit. I have enclosed four pictures, your system only allows that many. I have many more.Perhaps they would be kind enough to send you the photos of the damage since I only have the ones I took when they sent it back.The unit is in perfect condition except the radio cuts out.I never at any time said the radio was draining my battery. In this car it is not possible for that to happen . The radio cuts out

On June 7th this customer purchased a Toyota radio on eBay.  After customer received unit he called on June 14th, 2017 and left a voicemail on our Sales line and indicated that he received the unit from us but it was not compatible with his vehicle.  Since the customer purchased via eBay...

that means he purchased on his own and we did indeed ship him exactly what he ordered.   We were working with this customer and had advised him to send the unit back and we would in exchange identify the correct unit he needed for his vehicle.   We received the item back from this customer on July 7th, delivered by USPS.  The unit arrived with visible damage to both the box it was shipped back in as well as CD player was broken.  The unit also had visible cosmetic damage and was no longer in working condition.  We advised customer to file a claim with USPS however the customer did not declare any value on the unit when shipping back to us.  The unit that we received back is no longer in working order and is completely damaged thus the reason we were unable to offer a refund of any kind.

Initial Business Response /* (1000, 5, 2015/09/03) */
Dear Mr. [redacted],
Per our conversation, we have issued a full refund in the amount of $673.65. We applogize for all the confusion. You should see the refund on your card in 3-5 business days.The reference # for this transaction is [redacted]....


Best Regards,
Original Car Audio.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I ordered the unit for my Lincoln I was told, without being asked for the VIN number, they had the exact unit for my car. When I installed the unit I found it did not work properly. I then discovered this unit is for a FORD not a LINCOLN. Pease see attached ORIGINAL INVOICE, that was shipped with the unit that states this unit is for a LINCOLN. I called the company and told them what happened when I installed the unit they sent. I was told they made a mistake and to send the unit back but I would have to pay for the shipping. I protested but they insisted that I pay for the shipping which I did. Please see Return Shipping Receipt for $36.64.I just received back into my credit card account $673.65 the cost of the unit $653.65 plus $20.00 shipping charge to me. The $36.64 it cost me to send the unit back to them were not included. Then I received this invoice marked "refund(FULL REFUND)" for $673.65. Please see attached REFUND INVOICE . They absolutely refuse to make whole, by not returning the $36.64, and insist that I be penalized for their error.
Final Business Response /* (4000, 9, 2015/09/16) */
Dear Mr. [redacted],
Per our conversation, we have issued a full refund in the amount of $673.65. We applogize for all the confusion. You should see the refund on your card in 3-5 business days.The reference # for this transaction is [redacted].
Best Regards,
Original Car Audio.

ON 10-21-2016 CUSTOMER MR [redacted] PURCHASED A NISSAN XM NAVIGATION MP3 CD PLAYER ON EBAY IN THE AMOUNT OF $586.37 AND HIS PURCHASE CAME WITH A 6 MONTH WARRANTY.  HIS ORDER WAS DELIVERED TO HIM ON 10-26-17.  CUSTOMER CONTACTED US AFTER INSTALLING THE UNIT IN HIS VEHICLE AND STATED THAT...

EVERYTHING WORKED EXCEPT HE COULD NOT GET HIS BACK UP CAMERA TO OPERATE.    WE TOLD MR [redacted] TO RETURN TO US AND WE WILL TEST THE UNIT AGAIN OR HE COULD RETURN FOR A REFUND AS OUR COMPANY RETURN POLICY STATES, PURCHASES THAT COME WITH A SIX MONTH WARRANTY, IF ITEM IS RETURNED WITHIN OUR 30 DAY MONEY BACK GUARANTEE TIME PERIOD AND THE CUSTOMERS WANTS A REFUND AND NOT A REPLACEMENT SENT THEN WE HONOR THE REFUND.    MR [redacted] SHIPPED BACK THE UNIT AND WE RECEIVED ON NOVEMBER, 7TH 2016. THE UNIT WAS PUT ON A BENCH TEST AND AFTER TESTING THE UNIT, EVERYTHING TESTED FULLY FUNCTIONAL INCLUDING THE BACK UP CAMERA.  ORIGINAL CAR AUDIO CONTACTED CUSTOMER AND ADVISED HIM OF OUR FINDINGS.  HE DECIDED HE WANTED AN EXCHANGE/REPLACEMENT AND NOT A REFUND, SO WE SHIPPED A REPLACEMENT UNIT TO MR [redacted] ON NOVEMBER 15TH, 2016.  DUE TO THE FACT THE UNIT TESTED GOOD AND FULLY FUNCTIONAL AND ITEM WAS NOT DEFECTIVE THAT HE WOULD NEED TO PAY TO SHIP THE EXCHANGE/REPLACE. APPROXIAMTLY 2 MONTHS LATER IN FEBRUARY MR [redacted] CONTACTED US AND STATED THAT HE WAS EXPERIENCING THE SAME ISSUE AND HE COULD NOT GET THE BACK UP CAMERA TO FUNCTION.  AT THIS TIME HE WAS STILL UNDER WARRANTY FOR REPAIRS OR REPLACEMENT.  CUSTOMER ADVISED US THAT HE HAD ALREADY PURCHASED A NEW UNIT FROM ANOTHER COMPANY AND WANTED A FULL REFUND WHEN HIS 30 DAY CASH BACK GUARANTEE EXPIRED ON NOVEMBER 19TH 2016.  WE ADVISED CUSTOMER THAT IF HE WANTED TO RETURN TO US AND TEST THIS SECOND UNIT WE SEND TO HIM , HE SAID HE DID NOT WANT A REPLACEMENT THAT HE PURCHASED ANOTHER UNIT FROM ANOTHER COMPANY. ON MARCH 1ST 2017 MR [redacted] CALLED ORIGINAL CAR AUDIO AGAIN TO DEMAND A FULL REFUND AND WAS AGAIN ADVISED OF OUR RETURN POLICY.  ORIGINAL CAR AUDIO OFFERED AND STOOD BEHIND OUR REPLACEMENT WARRANTY POLICY BUT CUSTOMER REFUSED REPLACEMENT. MARCH 1ST 2017 WHEN MR [redacted] SPOKE WITH A MANAGER AT ORIGINAL CAR AUDIO AND WENT OVER OUR RETURN POLICY AGAIN SAID THAT HE UNDERSTOOD IT WAS OUR POLICY AND STATED HE DID NOT WANT TO MOVE FORWARD WITH REPLACEMENT.   TO DATE, ORIGINAL CAR AUDIO HAS NO FURTHER ACTION TO TAKE WITH CUSTOMER AND CUSTOMER ACKNOWLEDGES OUR RETURN POLICY.  NO OTHER COMMUNICATIONS HAVE TRANSPIRED BETWEEN ORIGINAL CAR AUDIO AND CUSTOMER MR [redacted].

I am rejecting this response because: I have done my due diligence and have gotten my vehicle properly diagnosed from an Experienced BMW Technician, at a BMW dealership. The technician has confirmed that the issue was with the radio/CCC unit itself. This company sent me a 30 second video testing the navigation, a 30 second video testing the radio, and a 30 second video testing the CD player, which all worked as they should. I never reported a problem with either of those functions. Those functions all work as they should in my current/existing radio also. The problem that was reported, is the fact that the system continuously reboot after being on for some time (Not 30 seconds). This company is fully aware of the rebooting issue, because they know that this is a common issue with the BMW radio/CCC units. This is why they wanted my radio, because they take radios with this issue and attempt to fix them and then sell them to someone like myself. This is what they would have done with mine. Who's to say that whatever repairs they think they may have fixed was properly done and the unit is still having the same issues. This is exactly what happened and the unit that they sent me still had the rebooting issue. The company stated that I called on the following day and stated that I no longer wanted the replacement. I called back on the same day and AGAIN on the following day. Due to no one answering my call attempts, I left a voice message both times. Not to mention the fact that I NEVER received a call back in reference to me not wanting their replacement unit. This company has taken an unjustified and unwarranted $150.00 from me and I am seeking my funds back from them. I have spent way more money than the $150 in returning their defective items back to them and getting my vehicle proper diagnosed. It's the principle of the situation and the fact that they took money in an unjustifiable and unwarranted manner.