The official "I Hate Car Stereo Retailers" post...

[CanuckAmok]

To make a long story shorter...

About a year ago, my pickup truck was stolen, and later recovered. The thieves took the stereo, so my insurance company paid to replace it. Now, I'm not one of these mobile audiophiles. The only reason my truck had a stereo worth stealing is because the stock am/fm/cassette radio broke a few years ago, and I took the opportunity to replace it with a decent CD deck.

So...insurance cheque in hand, I went to a local car audio place and had installed an alarm and a Kenwood CD/MP3 deck.

About four months ago, the deck began to screw up, and wouldn't accept or play CDs or CD-Rs. I took it into the place I bought it, and was told that it had to be sent out, but "don't worry, it's under warranty, and there should be a three day turnaround on this". A week passed, then two, then a month, then I phoned the dealer...

"Where's my deck?"

"Uh, I dunno...I'll call the service place and find out--I'll get right back to you..." (this is how I discovered that neither the dealer nor the manufacturer do their own service work--they shop it out).

Another week passes, and the dealer still didn't call me back.

So I call again:

"Where's my stereo?"

"oh, yeah, well, seems they can't get the part they need, so Kenwood is going to give you another deck"

"Great--how long should that take?"

"Oh, I should have that by the end of the week"

"Wow, did it really take two months for them to determine they couldn't get the parts?

"Oh, those guys are idiots. I don't know why we use them!"

three more weeks pass...

Me, phoning the dealer once again: "Hey, where the F is my stereo"

"Oh...uh...it's here, it arrived two days ago. We can put it in for you tomorrow"

"Really? My old deck? I thought they were going to replace it."

"Yeah, well they were, but then one of them realised they were ordering the wrong part number--they added a "zero" and the part was available".

"Great. Thanks for calling me to let me know. See you tomorrow"

So, today I get the deck installed, and guess what...

They didn't fix it--the exact same problem persists!

So, here's the thing: The dealer is so used to selling $4000 stereos to 20 year olds with more money than brains, he doesn't understand the basics of "customer service", as interpreted by someone over 30. He's kind of rude, he never returns phone calls, and he doesn't seem to care that he's losing some respect, in a basically reputation-driven business.

He's no longer a Kenwood dealer, so I can't use the threat of going over his head to leverage any effective resolution to this problem.

So, after quafing two martinis downtown, I left a message on the dealer's answering machine (at 11:30pm!) "Hey, I think you're customer service leaves something to be desired. I spent $2000 with your company, and I'm not satisfied. The fact that you think your own service people are 'idiots' isn't my problem. You sent my property to them, which makes it your problem. I want this resolved ASAP, if you want us to have a happy, and enduring, relationship. I want a new deck, right now, and I'm keeping this one until I get it. What do I have to do to get some satisfaction here? Call me at ______, and let's get this bullshit sorted out"

I know he's basically going to say "tough shit--wait another three months", but WTF can I do?!

I know I'm going to have to involve the manufacturer, which is going to be a hassle and a half...

God, do I hate postmodern consumerism!

[Systematic Chaos]

1. Sounds to me like your anger is a little misplaced.

Not that I'm saying you SHOULDN'T be angry. Hell, I'd be livid about now. All I'm saying is that it's not really Kenwood's fault. They're quite a good company, all things considered, and if I ever get around to putting a custom system into my Honda, there's a fair chance I'll go with a Kenwood deck.

At any rate, It's really a shame what you've gone through. Be sure to give a HUGE thumbs-down to anyone and everyone you meet about that particular retailer for the next year or so, or at least until someone stops you and says "Oh, them? That place closed down a few months back!" :evilgrin: