Radio-Upgrade

Received my stereo had trouble installing it which I resolved on my own thankfully but the unit is still making what sounds like a grounding problem which I’ve tried to contact via phone with no luck. Them the emails seem to go unread or ignored. All I’m looking for is a little help it would probably be a four minute phone call to help me out. And from the sounds of it I don’t have much faith in getting my money back if I do end up returning it. All I’m looking for is a little help. Horrible service! But they sure do take your money pretty quick!

Complaint: [redacted] I am rejecting this response because: I have all the emails saved showing what all went on I understand you return policy, the problem I have is that you told me it would work in my car and it didn't I have a email telling me that it will not work in my Traverse and that I would have to wire it to my battery in order for the unit to turn on So, my whole problem was that this would not have worked in my car when you told me it would You can't deny that, I have all the emails to prove it My main problem with you was that you promised me you would give me a refund for my shipping costs, once again I have the email stating you would Then when you get it back, you find a bent prong in which you blame on it not working I had it plugged into my car, if that was bent, there would be no way I could have plugged it in Seems to me that you are covering up your mistake so you can still charge me money I was treated very poorly in this whole process All I am trying to do is get my money back, nothing else At this point, I would be happy with getting back my shipping costs and cutting ties with this company If you tell me you are going to give me a refund, I think you should back that up.And for the record, you never once offered me a different harness to try that, never once!! So what does that tell you there, they are trying to lie to cover up their mistake I have proof of all of this.All I want is MY money back! Regards, [redacted] ***

The customer disputed the purchase through PayPal and demanded a refund after the day refund period We have a 30-day return policy We agreed to give the customer a full refund after the product was returned to us, and days later, they filed a Revdex.com complaint It took more than days for the package to be returned to us I guess they wanted a refund before we received the returned product Also, we do not refund shipping charges We only refund the purchase price But we also made an exception and refunded the customer their shipping charges You can see from the screenshots that we made an exception to our return policy and granted a full refund after the day return policy was expired, and PayPal closed the dispute once the product was returned to us

See attached letter to customer attorneyI received your letter regarding a refund for your client [redacted] *** I understand that Mr [redacted] is frustrated that his product refund was not processed This is because the product was not returned to us.We provided Mr [redacted] with specific instructions on how to return the item, including the instructions to send us the tracking number once the product was shipped We request for the tracing numbers so we can be aware when the package arrives so we can contact customs in China and process the customs clearance Mr [redacted] did not contact us, and we did not know that the package had arrived and was ready to clear customs The China customs returned the package back to Mr*** We contacted the China post office and tried to intercept the returning package, but we were unsuccessful.We provided all this information to Mr***, including the screenshots of the customs status He w need to ship the product back to us when he receives it from the China customs return in order for us to issue a refund.The email conversations and the shipping information is attached Please feel free to contact us with any questions

We are sorry that this customer had this issue. The product that the customer ordered has been sold to dozens of customers with the same vehicle. Our support technician through emails could not determine what the radio was not working properly, so we agreed to issue a RMA and provide a... refund to the customer. Once the customer returned the product and we inspected it, it was very obvious what the problem was. One of the plugs had the pin connectors bent, so that wire was not making a connection. This damage can only be caused by an improper installation. We informed the customer, and asked if they wanted us to send the product back with a new wire harness, and he refused, only wanting a refund. We refunded the purchase price of the product (not shipping) and we deducted the cost of the damaged part. This policy is plainly stated on our website and was communicated to the customer. We typically do not grant refunds after 30 days, as stated in our return policy, but we made this exception for the customer because he was irate.

Complaint: [redacted] I am rejecting this response because: This is totally false! I purchased this product through Paypal, and only after filing a complaint with Paypal and escalating the complaint to a claim was I able to receive a refund for the initial purchase price That, by the way, was only because Paypal had reviewed the case, and agreed with my complaint and motivation to escalate to a claim (I've got email correspondence from Paypal stating this) This company lead me to believe I would be reimbursed for shipping the unit to China (I did not receive the unit from China - the address on the shipping label came from Round Rock, TX), which I was very reluctant to do but had been informed that this was the only way to issue a return authorization, and that I would be reimbursed for the charges incurred This company has remained silent until today Regards, [redacted]

We received the customer's returned product, and as per the return policy on www.radio-upgrade.com, we refunded the customer the purchase price of the product.We do not reimburse the customer for shipping costs to return a product This process is consistent within the industry.Our shipping policy also states that a 20% restocking fee will be applied to all returns This fee was not charged to the customer in order to provide good customer service This waived fee should more than make up for any shipping fees that could have been incurred.I am sorry that the customer did not read the return policy carefully.I have attached the return policy from the website to this complaint response

This is a separate business from radio-upgrade.com Regardless, our policy is to refund only the purchase price, and not shipping But we went above-and-beyond and refunded the purchase price and the shipping So the full amount that the customer paid was refunded And the
refund was granted when we had notification that the product was shipped We did not wait to first inspect the product
What more can the customer expect?

Complaint: ***
I am rejecting this response because:
this business continues to mislead and is deceptive The shipping fee was not refunded to me by this business, and again, had it done been for this purchase being made through PayPal, I don't believe they would have been willing to do anything (I've got email correspondence from paypal to validate my complaint) PayPal, refunded me the original purchase price, tax and shipping fee from Round Rock, Tx - this company's' listed place of business This company forced me to return the purchased merchandis (as a condition of providing the rms) to China - of which I never originally purchased the item from That cost me $ They plainly stated in their email correspondence with me that they would refund that charge, of which they did not nor have not Additionally, I took my vehicle to two different professional audio installation companies to have the unit installed, and both informed me that this unit would not work "as advertised" with my Ram Lonestar edition truck Both audio install companies I went to would have been more than willing to consult with this company regarding the proposed install ions - this company wouldn't speak with either In total, the attempted professional installations cost me over $dollars (of which I have receipt proof) This company has done nothing in any attempt to refund my install ion costs, or return shipping cost to return this merchandise to China (again, not the place I purchased, or was charged shipping from), thus the only truthful reason I'm here
Regards,
*** ***

The customer placed the order on November 28.The order was scheduled to ship on November 29th, the very next day, but we received an email from the customer at 10:45am that stated "I cancled my credit card dont ship it."Based on that email, we immediately called our shipper and had the package
pulled so it would not ship, and refunded the order.Then on November 30th, the customer emailed us times asking for the tracking number. I replied that the order was pulled and cancelled at their request.Now, the customer emailed us (see attachment) saying we are a bogus company because we did not ship the package. Such strange behavior.We average 7-business days for delivery of each order. We ship out hundreds of radios monthly. We told the customer if they still want our product, they will need to place a new order, and allow us 24-hours to process the order and get them a tracking number.I also provided my personal mobile phone number in case the customer would like to discuss this matter further.This is all documented in the attachments

Bought a navigation radio for my Porsche. The radio I received was completely inadequate. First of all, it cam from China, and the components and cables were for VW. They would not fit properly, and I would even lose 4 of my 7 speakers! I would even have to drill into the car's firewall in order to install it. I also took it to a professional who begged me not to install it.
When I tried to return it I went through hell!! No returned phone calls, no answering the phone, and finally after multiple emails back and forth, I got Andrew (apparently the owner) to authorize a return. Per Andrew, the item had to be returned to China via USPS Express mail ($108 out of my pocket), and a declaration outside the form for only $20 value!!! The actual radio was purchased for $754!!! So I was committing mail fraud for the sake of getting my money back! The item was delivered in China on 23 September. Andrew would not refund my money back, and after a while cut all communication with me, stating that the refund would be sent back after the item had been received and inspected at the warehouse in China. To my luck, I used PayPal to pay for it and submitted a claim through them, and they ruled in my favor, and I got my money back. It is now 24 December, they had the radio for 3 months in China, and today I finally got my refund. Stay away from this guy. You get a subpar product built in China, and if there's an issue, you will not get your money back!!!!

Complaint: [redacted]
I am rejecting this response because: I have all the emails saved showing what all went on.   I understand you return policy, the problem I have is that you told me it would work in my car and it didn't.  I have a email telling me that it will not work in my 2011 Traverse and that I would have to wire it to my battery in order for the unit to turn on.  So, my whole problem was that this would not have worked in my car when you told me it would.  You can't deny that, I have all the emails to prove it.  My main problem with you was that you promised me you would give me a refund for my shipping costs, once again I have the email stating you would.  Then when you get it back, you find a bent prong in which you blame on it not working.  I had it plugged into my car, if that was bent, there would be no way I could have plugged it in.  Seems to me that you are covering up your mistake so you can still charge me money.  I was treated very poorly in this whole process.  All I am trying to do is get my money back, nothing else.  At this point, I would be happy with getting back my shipping costs and cutting ties with this company.  If you tell me you are going to give me a refund, I think you should back that up.And for the record, you never once offered me a different harness to try that, never once!!  So what does that tell you there, they are trying to lie to cover up their mistake.  I have proof of all of this.All I want is MY money back!
Regards,
[redacted]

See attached letter to customer attorney... I received your letter regarding a refund for your client [redacted].  I understand that Mr. [redacted] is frustrated that his product refund was not processed.  This is because the product was not returned to us.We provided Mr. [redacted] with specific...

instructions on how to return the item, including the instructions to send us the tracking number once the product was shipped.  We request for the tracing numbers so we can be aware when the package arrives so we can contact customs in China and process the customs clearance.  Mr. [redacted] did not contact us, and we did not know that the package had arrived and was ready to clear customs.  The China customs returned the package back to Mr. [redacted].  We contacted the China post office and tried to intercept the returning package, but we were unsuccessful.We provided all this information to Mr. [redacted], including the screenshots of the customs status.  He w need to ship the product back to us when he receives it from the China customs return in order for us to issue a refund.The email conversations and the shipping information is attached.  Please feel free to contact us with any questions.

The customer disputed the purchase through PayPal and demanded a refund after the 30 day refund period.  We have a 30-day return policy.     We agreed to give the customer a full refund after the product was returned to us, and 2 days later, they filed a Revdex.com complaint.  It took more than 2 days for the package to be returned to us.  I guess they wanted a refund before we received the returned product.   Also, we do not refund shipping charges.  We only refund the purchase price.  But we also made an exception and refunded the customer their shipping charges.   You can see from the screenshots that we made an exception to our return policy and granted a full refund after the 30 day return policy was expired, and PayPal closed the dispute once the product was returned to us.

We received the customer's returned product, and as per the return policy on www.radio-upgrade.com, we refunded the customer the purchase price of the product.We do not reimburse the customer for shipping costs to return a product.  This process is consistent within the industry.Our shipping...

policy also states that a 20% restocking fee will be applied to all returns.  This fee was not charged to the customer in order to provide good customer service.  This waived fee should more than make up for any shipping fees that could have been incurred.I am sorry that the customer did not read the return policy carefully.I have attached the return policy from the website to this complaint response.

We are sorry that this customer had this issue.  The product that the customer ordered has been sold to dozens of customers with the same vehicle.  Our support technician through emails could not determine what the radio was not working properly, so we agreed to issue a RMA and provide a...

refund to the customer.  Once the customer returned the product and we inspected it, it was very obvious what the problem was.  One of the plugs had the pin connectors bent, so that wire was not making a connection.  This damage can only be caused by an improper installation.  We informed the customer, and asked if they wanted us to send the product back with a new wire harness, and he refused, only wanting a refund.  We refunded the purchase price of the product (not shipping) and we deducted the cost of the damaged part.  This policy is plainly stated on our website and was communicated to the customer.  We typically do not grant refunds after 30 days, as stated in our return policy, but we made this exception for the customer because he was irate.

Complaint: [redacted]
I am rejecting this response because:
This is totally false!
I purchased this product through Paypal, and only after filing a complaint with Paypal and escalating the complaint to a claim was I able to receive a refund for the initial purchase price...  That, by the way, was only because Paypal had reviewed the case, and agreed with my complaint and motivation to escalate to a claim (I've got email correspondence from Paypal stating this).  This company lead me to believe I would be reimbursed for shipping the unit to China (I did not receive the unit from China - the address on the shipping label came from Round Rock, TX), which I was very reluctant to do but had been informed that this was the only way to issue a return authorization, and that I would be reimbursed for the charges incurred.  This company has remained silent until today.
Regards,
[redacted]

While we apologize that the buyer did not read the shipping policy or the returns policy that are plainly stated on our website, we feel that we have been more than accommodating.  
Our policy is to refund only the purchase price of the radio minus a restocking fee.  Shipping is not included.
But for this customer we refunded the purchase price, plus we did not charge the customary restocking fee, plus we refunded the shipping charges.
This is obviously an unreasonable customer.