Vince Russo Concrete LLC

Our Technical Support Agent was able to connect with Mr. R[redacted] over the phone and helped him to some troubleshooting. After which, we offered him an advance replacement for his defective MC600B. Mr. B[redacted] agreed to accept the advance replacement option to resolve this case. The replacement...

unit will be sent out on March 24, 2016.
The issue with the closing of the Help Desk Support Ticket is an automatic feature on our Help Desk software that I am now modifying to prevent future situations like this case.
Regards,
J[redacted]
Manager, Technical Services Department
BOSS International Group

Dear Brent Copelan,
Our Technical Support Advisor Team Leader was able to connect with the Consumer Joey Harville via a phone call.
His call was received by our Front Office personnel and was queued to our Tech Support line, which might have been having a long queue when he placed his...

call.
The consumer bought the item from one of our seller, Amazon, so it the refund will be coming from Amazon. He bought the item within the last 30 days so Returns and Refund of the money will be of no issue.
The phone call conversation ended with the apparent satisfaction of the consumer.
Thank you,
R[redacted]

I am rejecting this response because I stated to you I believed the representatives name was T[redacted] but was not sure that was my exact statement to you and regardless I purchased a unit with the boss stamp/logo on it and this is how boss is standing behind their brand and product says alot at this point im just thankful it was a cheap $200.00 radio that gave me issues and not an expensive ticket item as I can only imagine the amount of "help" id be getting at that point we are talking about a unit that cost Boss nearly nothing to make but in return can charge a very low retail price which makes it convenient for customers however not only was the wrong information given by associate but me trusting that information has now cost me not only the money spent on the unit but the unit itself with nothing in return like I stated before it really does speak on how your company is ran and the amount of customerservice that has been provided to your customers and at this point is a good reference on who not to go back to in the future you mention the fact that I took it to Best Buy you are correct that is who professionally installed the unit and they are also a registered boss dealer so don't see why that would be an issue whatsoever but apparently I was wrong I have never experienced as many issues with a product let alone a company taking care of a customer that they believe they are or aren't at fault with last I checked that is what built customer service this is just ridiculous
Regards,
[redacted] Mc[redacted]

For the last 2 days, our Technical Support Advisors were in constact communication with Mr. S[redacted] via voicemail, tickets, emails and phone calls.
Since he already has a negative performance issue with the MR752UAB (which is the radio component of the Boss MCK752WB.64 COMBO) and we were not...

able to replicate the cited issues, he would not want to receive the same unit or even a replacement unit of the same model name.
We opted to replace the unit with the next higher version, which is the BV762BRGB.
He approved of the upgrade to a new model BV762BRGB and so the package was sent out yesterday the 15th.
Thank you,
R[redacted]

We will replace the R2400D with similar or upgrade version of it, as part of our free-one-year warranty program.
We have contacted the buyer through email and will be giving detailed instructions on how he can send the unit back to us for replacement.
It's unfortunate that his ticket was left...

unanswered. We are in the transition period of switching from our current Help Desk to a new and responsive Help Desk program and have resulted with his ticket unnoticed until this complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11685349, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear Revdex.com of the Tri-Counties, After checking with our Product Development Team, it was determined that the printer marking on the back of the speaker's magnet does not signify 8 watts it is a part designation. Our Technical Support Agent was in communication with Mr. T[redacted]  and he...

was updated regarding the status of the inquiry regarding the printed marking. The concern was raised up to our Sales Department and to our Product Development Team. It took some time to finally get the needed answer but we were able to provide it. In the midst of the investigation, our Sales Department Head contacted our mutual customer and promised to upgrade his sound system. As per the UPS website, the package was successfully delivered at this preferred delivery address. Our Technical Support Agent will be in contact with Mr. T[redacted] to check on him and his new upgraded motorcycle amplifier/speaker system with Bluetooth - the MC600B. Best regards, Mr. J[redacted] Manager - Technical Services Department BOSS International Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10726824, and find that this resolution is satisfactory to me. I will await the product and test it after install before resolving my case. I have received tracking numbers for the return label and new item. 
Regards,
D[redacted]

Dear Revdex.com of Tri-County,On June 14th, 2017 we reached out to the Customer and offered the following:A refund for the total of $195.00 without tax.  The Customer declined the offer and requested the total amount of $209.14 which included the tax. His request was approved immediately and an email...

was sent to the customer to confirm the amount of 209.14A reply was received on 6.19.2017, two days later confirming the amount of $209.14. A refund check was produced and was shipped from our facility on 6.20.2017. The Customer Contacted us via email to check the status on the refund on 6.21.2017. A reply was emailed stating the refund check has been produced and shipped 6.20.2017. At this time we have yet to receive a reply from the customer with any confirmation. Thank You, J[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10992067, and find that this resolution is satisfactory to me. They have responded since I got the Revdex.com involved, prior to that I spend several weeks making phone calls with no human contact and leaving messages that were never returned. This matter started in September and is finally getting resolved since the involvement of the Revdex.com.Thank You
Regards,
S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12594949, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11249837, and find that this resolution is satisfactory to me.
Regards,
R[redacted]

It is very unfortunate that we have missed this Ticket by Mr D[redacted]. We are transitioning to a newer Help Desk and during the transition period, there were some Tickets made on the older platform that were not properly moved to the newer platform such as in this case. We are taking care of...

Customer Daniel Wheeler - we have made some phone calls and emails to connect with him. When the time comes that we get in contact with Mr Wheeler, he will learn that we will be replacing his defective unit with a brand new unit, we will be paying for the shipping out of the defective product from his place and he will receive the replacement product free-of-charge. Every details to regain his trust on our product and on our Customer Support. The product's limited warranty will also be restarted from the day he receives the replacement unit and not on the date of purchase of his original unit.

Excerpt from our Warranty Policy as shown in our website http://www.bossaudio.com/policies/?scroll=standart-warranty1-Year Free Parts & LaborBOSS AUDIO Systems stands behind all our products with free parts and labor for 1-year from your date of purchase. All BOSS AUDIO Systems products are...

warranted for period of one year from the date of purchase against defects in materials and workmanship. Customer is responsible for freight charges incurred to return the product.  You must send a copy of the original invoice with date of purchase. The purchaser agrees to retain the original proof-of-purchase for establishing the effective date of this warranty. If we choose to replace your product, we may replace it with a new or reconditioned unit of the same or similar design. It was specifically mentioned that we need a proof-of-purchase to establish the validity of the warranty claim and he mentioned that he was not able to provide the required document to establish the date of purchase. Amazon.com account holder can view their previous purchases for more than 3 years of records. Despite the absence of the proof-of-purchase, as a token of our gratitude of buying our product line, I would suggest that the Customer call our Technical Support one more time to get an RA# for his unit to be serviced under warranty. However, this will be a one-time deal only and there will be no more allowed warranty claim for this unit until we receive a copy of the proof-of-purchase. Our products, when purchase through Amazon.com and other Authorized Platinum Online Dealers (http://www.bossaudio.com/product-info/retail-partners/), has the benefit of an extended two-years of free warranty service with the presence of a valid proof-of-purchase such a  Sales Invoice or receipt or similar documents.  Thank you, Jacques BernardoManager- Technical Services Department

We were in communication with Mr. C[redacted] and our position has been the same, that is for him to provide us the proof of purchase and then we can start the warranty claim process. We were waiting for it and we can only act on the case with the copy of the proof of purchase.On Friday the 19th of...

this month, we received a copy of the proof of purchase. On the 23rd, we emailed a UPS Return Label to him so he can send the defective product back to us, at our cost, and we are sending an advance replacement unit BV9979B on Feb 24th to amicable close this case.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11895633, and find that this resolution is satisfactory to me.
The company went above and beyond to take care of me!!!!
Regards,
Tim Warren