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2013-04-09
2/5
"1/4 Satisfied, 3/4 Nightmare!!!!!
I ordered a sub/amp/enclosure package for my 2001 Jeep Wrangler. The enclosure was custom made for the Jeep and had the subs pre-loaded. I spent a great deal of time in an online chat session with "James" from hifisoundconnection in preparation for the delivery and installation of the subs/amp. He was very helpful. The order shipped quickly and the amp and subs were as promised. This is where the "satisfaction" ended and the nightmare began. The enclosure (with the pre-loaded subs) arrived broken. I took pictures of the broken enclosure and immediately got on-line with James again. He again was pretty helpful. I wanted an entirely new enclosure (new subs/enclosure). He told me that for that to happen, I'd have to ship everything back, allow for inspection and then a new unit would be shipped. James then told me that if I would remove the subs and wiring, box up just the enclosure, that he would send Fedex to pick it up and he would also immediately ship out a new enclosure. Handling it this way would require me to install the wiring and subs in the new enclosure when it arrived. I was fine with that arrangement. James asked that I email pictures of the damage to hifisound customer service, which I did. I then started getting conflicting emails. One email said that I would need to hold onto the broken enclosure for 1-2 weeks in case Fedex wanted to inspect it, and only then would a replacement be sent. I got a second email stating that, only upon receipt and inspection of the broken item would a replacement be sent. I then emailed the company and shared what their own on-line chat department had said (a replacement would be sent immediatley). They still declined. I then said that I would scan/email a copy of the entire "chat session" showing what had been promised by their company. At that time, they agreed to proceed with the shipment of the new enclosure.
Fast forward 1 week. The replacement enclosure arrives...BROKEN AGAIN!! At this point, it has been nearly 3 weeks since I first ordered the equipment. I (once again) got on-line and spoke with James. I asked if he could overnight me a new enclosure (since this had taken sooo long, and 2 enclosures had arrived broken). He stated that it was cost prohibitive to overnight the item, but he could ship me another one via regular shipping. I told him that I had zero confidence that a 3rd enclosure would arrive intact (since the previous two had arrived broken). I then requested that he just refund the cost of the enclosure to my credit card (and I would purchase an enclosure locally). He agreed to that arrangement. I went ahead and purchased the local enclosure. I then started receiving emails from hifisound stating that it is against policy to give refunds for enclosures, and only replacements are authorized. I, once again, had to point out what their own representative had promised. I then recieved an email stating that I would get a refund (subject to a 20% restocking fee). I responded that charging a restocking fee for an item that arrived broken made no sense. I was also "scolded" by the company because the first broken enclosure arrived back at hifisound empty (no subs/no wiring). I pointed out that I was clearly instructed by their own customer service department to remove the subs and wiring so it could be used to install the subs when the replacement enclosure arrived. I was then told that there would be no "restocking fee", but I would have to pay for the return shipping. PAY SHIPPING TO RETURN AN ITEM THAT ARRIVED BROKEN????
You can only imagine my frustration at this point. Given all the mixed messages and conflicting statements made to me by hifisound, it became painfully clear that the company's way of dealing with issues (that they did not want to deal with) was simply to "wear the customer down" until it became too troublesome to deal with.
I contacted hifisound and congratulated them on their victory. I told them that I had spent all the time I was going to spend on this matter, and unless they agreed to do the right thing and refund the cost of the enclosure, that I considered the matter closed.
As I expected, there was no response from the company. I now plan on throwing the broken enclosure in the dump and moving on..but not until I make as many consumers aware of this experience as I can.
What is sad and funny at the same time, is I spent several hundred dollars on the system, and the enclosure itself was only $84. Yet, hifisound took the position that it is better to give a customer the run around until that customer "goes away" that to do the right thing.
My overall message is...BUYER BEWARE!! I'm sure hifisound is fine to deal with just as long as there are no issues that arise."
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