Phiaton Corporation

Phiaton is the manufacturer of audio gear to which we sell our headphones and earphones through authorized retail partners. Mr. [redacted] purchased the Phiaton MS 530 headphones from one of our authorized partners, HeadRoom, a retail store based out of Bozeman Montana, not directly from Phiaton...

Corporation, based in Irvine California. Mr. [redacted] contacted Phiaton customer service on 11/3/14 and spoke to a customer service rep and then our customer service manager, [redacted], as stated. His claim that [redacted] stated she was the CEO is a fabrication and our President who he mentions in this claim, does not handle customer service escalations, and is not even based out of the office Mr. [redacted] called. Mr. [redacted] stated to our Customer Service Manager, [redacted], that he purchased one of our headphones from HeadRooms storefront and that it was defective. He demanded that we (Phiaton Corporation) send him a FedEx pickup of the defective item that he purchased from HeadRoom’s retail storefront and send him a new one or return his money. Our customer service manager suggested that the best method to resolve the issue would be to return the item to the store he actually purchased the headphones from to either get a refund or replacement as we are the manufacturer and not the store in which he purchased. We also informed Mr. [redacted] the only option Phiaton could assist with directly was to help him with our warranty claim process. With a warranty claim, we would repair the defective product under our warranty policy, as stated in the warranty card that is provided in the retail packaging and also noted on Phiaton.com. Neither one of these option satisfied Mr. [redacted] who was verbally abusive and threatening with ‘legal action’ if we didn’t agree to his demands. We followed up with our retail partner HeadRoom on 11/4/14 regarding Mr. [redacted], the day after his initial contact to Phiaton corporate office. Speaking with HeadRooms’ sales associate [redacted], who is familiar with Mr. [redacted] and originally sold the headphones to him, informed us that Mr. [redacted] had already returned to their storefront and returned the Phiaton MS 530 headphones that he had purchased from their store. Mr. [redacted]’s claim against Phiaton Corporation is unwarranted.

Review: Phiaton Corporation customer service representative [redacted] provided poor service, did not resolve the issue with the defective product, and claimed to be the top person at Phaiton Corporation. Instead, a quick search turns up [redacted] as the president of Phiaton Corporation. My goal is to have Phaiton Corporation refund the money I spent on the purchase price ($299) of the defective-on-arrival product. I have offered to send the product to Phaiton Coproration by FedEx, UPS, etc. but [redacted] says no. I have tried to take the product back to the store where I purchased the product, but the store is closed.[redacted] was obstructionist, unsympathtic, and refused to relay the issue to her supervisor. She then claimed she didn't have a supervisor. She then claimed to be CEO of the company. Worst of all, [redacted] told me that I had not tried to take the headphones back to the store -- when in fact I had, and I even offered to send her a photo of me in front of the closed store holding the headphones.Desired Settlement: Phaiton repays the $299 I spent. In addition, if If Phaiton wants the defective headphones then Phaiton sends FedEx or UPS to pick them up from me.

Business

Response:

Phiaton is the manufacturer of audio gear to which we sell our headphones and earphones through authorized retail partners. Mr. [redacted] purchased the Phiaton MS 530 headphones from one of our authorized partners, HeadRoom, a retail store based out of Bozeman Montana, not directly from Phiaton Corporation, based in Irvine California. Mr. [redacted] contacted Phiaton customer service on 11/3/14 and spoke to a customer service rep and then our customer service manager, [redacted], as stated. His claim that [redacted] stated she was the CEO is a fabrication and our President who he mentions in this claim, does not handle customer service escalations, and is not even based out of the office Mr. [redacted] called. Mr. [redacted] stated to our Customer Service Manager, [redacted], that he purchased one of our headphones from HeadRooms storefront and that it was defective. He demanded that we (Phiaton Corporation) send him a FedEx pickup of the defective item that he purchased from HeadRoom’s retail storefront and send him a new one or return his money. Our customer service manager suggested that the best method to resolve the issue would be to return the item to the store he actually purchased the headphones from to either get a refund or replacement as we are the manufacturer and not the store in which he purchased. We also informed Mr. [redacted] the only option Phiaton could assist with directly was to help him with our warranty claim process. With a warranty claim, we would repair the defective product under our warranty policy, as stated in the warranty card that is provided in the retail packaging and also noted on Phiaton.com. Neither one of these option satisfied Mr. [redacted] who was verbally abusive and threatening with ‘legal action’ if we didn’t agree to his demands. We followed up with our retail partner HeadRoom on 11/4/14 regarding Mr. [redacted], the day after his initial contact to Phiaton corporate office. Speaking with HeadRooms’ sales associate [redacted], who is familiar with Mr. [redacted] and originally sold the headphones to him, informed us that Mr. [redacted] had already returned to their storefront and returned the Phiaton MS 530 headphones that he had purchased from their store. Mr. [redacted]’s claim against Phiaton Corporation is unwarranted.