I've been Customer Serviced - got any that top this?

[ShopTalk]

Here is a series of emails with Crutchfield documenting the last two years of servicing by them, Denon and local warranty repairs sent to "Bill Listens" (owner of the Company, Bill Crutchfield):

First Email
To: Bill.Listens@crutchfield.com

Bill,

We have yet to experience a home theater that works consistently.

I have been through three Denon AVR receivers attempting to find one that would work and have failed to do so since then.

The first one purchased was the Denon AVR-1911 with a non-working HDMI. It was sent back while still under the Crutchfield return time frame and a replacement 1911 was received.

That replacement kind of worked as I slowly watched each and every HDMI channel fail. I finally was forced to take it in for repairs while under warranty. Even though every single HDMI input was "fried" and the warranty shop was "surprised they didn't just send me a new receiver", Denon shipped the HDMI card to China and "repaired" it.

Needless to say, it didn't work for long and I was forced to take it back to the repair shop while I still was under warranty. The warranty shop installed a new HDMI board. I specifically asked if they tested it to verify it was working. Yes, they assured me they did. I just re-hooked up all the wires last night. It doesn't work on any of the HDMI channels. My TV gets a "USB Device cannot be read" error. All my HDMI cables work fine when going directly from cable box to t.v. And they're the same cables with the nifty Crutchfield labels that worked previously. And yes, I did even try a new HDMI cable.

Clearly, their "testing" doesn't involve connecting speakers and a tv, because that is a pain in the *** and their test only involves checking the HDMI ports alone. I am beyond my factory warranty now and have 30 days to return the receiver for repairs, but am likely to be told it works fine according to our tests. Specifically, they told me they hook up a blue ray as they don't even have cable or satellite t.v. in the shop. So in other words, they don't have a test environment available that matches the consumer's set up.

I called and begged and pleaded with multiple Crutchfield advisors during the first visit to the repair shop for a working home theater receiver. I ended up purchasing another Denon, a AVR-1612 to cover the more than 6 weeks it took to ship the HDMI board to china and back and the huge waiting cue at the repair shop. The AVR-1612 didn't work out of the box. Same issue. I took it to the repair shop and swapped it out for the AVR-1911 when it was "ready". I was told the HDMI worked, although there were many diodes and transistors and other parts found faulty and replaced from this brand new out of the box receiver.

I live in Houston, TX and have only one authorized warranty repair shop available so I cannot verify if I would have a better "test" and repair experience anywhere else. And I cannot buy a receiver from Crutchfield that isn't made in China and noted for HDMI failures right out of the box. Just read poor customer reviews on your site, Amazon or any other site selling receivers.

So I have one request. I would like a return authorization for the AVR-1612 which has sat unused since verifying it doesn't work when you actually hook up speakers and a t.v. and attempt to use it. At least not for me. I am unwilling to sell it or give it away because I don't wish to put anyone else through the frustration, disappointment and false expectations I have been through.

As for all the other expensive speakers I have? Well, at least the "repaired" Denon-AVR-1911 works as a stereo, even though that isn't what it was purchased for, so there's that.

Sincerely,

Next Email to Bill.Listens@crutchfield.com:

One thing I forgot to add:

I'm not asking for a refund on the Denon AVR-1612 I requested return authorization for. I just want you to have it.

First Response:
I am very sorry to hear about the trouble you experienced with the Denon AVR-1612 receiver.

For the best help with this, please contact our Technical Support. Currently, our Technical Support is not available via email or chat, so please give them a call by dialing 800-955-9094. They're available Monday - Thursday from 8:00AM - Midnight ET, Friday from 8:00AM - 9:00PM ET, and Saturday & Sunday from 10:00AM - 9:00PM ET to help you. Please have your order number 17194972 handy when you call.

Let me know if you need anything else.





Best Regards,

Crutchfield Sr. Customer Support
www.crutchfield.com
support@crutchfield.com
1-800-955-9091 ext 5012


My Response:

Apparently you're too busy to read my email. I asked for a return authorization so I can ship it back my gift to you. I don't want technical support and I don't want any refund.

How hard is that?

Seriously, how hard is that? I've done it before with Crutchfield and I know it's not that hard.

Thank you for your un-help. Sadly for you, I expected nothing less from Bill listens.

Final Response:
Thanks for your email. I'm very sorry for the confusion. I don't think that xxxx saw your second email when he sent the reply to the first email. Unfortunately, we do not have a process in place for customers to return defective items yet not receive a refund, repair or a replacement. Because of the time that has elapsed from the purchase, the only action that can be taken for the Denon AVR-1612 is to have it repaired. If you'd like to go that route, you would need to contact Tech Support.

Again, I'm very sorry for the confusion and further disappointment. Please let us know if we can help you with anything else.

Best Regards,

Crutchfield Customer Support
800-955-9091
support@crutchfield.com

[azepp]

Yikes. Good luck with that.

[theantiAIRBHG]

Lulz. Sounds like a bot picking out key words from your email and generating a response. Sucks.

[aauummm]

I have never been a fan of Crutchfield. Way, way overpriced.

[ISUboi12]

That is a really long winded e-mail and you sent two separate messages. That person probably responds to hundreds of customer inquiries each day. I think their response was understandable. Brevity and clarity are your friends.

I had a good experience with Crutchfield. I ordered a tablet PC, used it for a month and sent it back and got a full-refund.

[ISUAgronomist]

Here's a solution:

1. Stereo system
2. Few pounds of tannerite
3. Video camera
4. Hi-power projectile
5. Youtube
6. ???
7. Link to CF

[mtowncyclone13]

Yes, I always call and talk to a person. In fact I had a problem with DirecTV and got three separate people to give me the same $10 discount. So $30 discount total!

I've learned from years of being an ******* that it's far better to be kind to the customer service reps. You think they care what product they are "representing"? For them it's a dead-end job with a paycheck. It took me a long time but I realized they are people too.

[CtownCyclone]

Here's a solution:

1. Stereo system
2. Few pounds of tannerite
3. Video camera
4. Hi-power projectile
5. Youtube
6. ???
7. Link to CF

I support this approach.

[acoustimac]

Since you don't want a refund, why not jump in the back end of a buddies truck, have him/her drive at a high speed down a country road and toss the thing up in the air to see how well it is really built? Much higher entertainment value.

[bos]

It took me a long time but I realized they are people too.

Link?

[Cycl1]

Link?

yes, i too am confused by this people thing... customer service reps are like yelling into a pillow, nothing gets accomplished, but you feel better after swinging it into a wall as hard as you can and stomping on it until feathers cover the room.

[kingcy]

I had a go around with HP this fall on my new computer. My USB ports were not working. 4 hours of phone calls, them not listening to me, 2 part shipments, and one wasted tech trip I got it fixed.

[Cyclonepride]

I can't top it, but tonight at the drive through at Taco John's, I had to pull to the side because the potato oles weren't ready. When they brought out my food, the one thing I didn't get? My potato oles.

[simply1]

Why do you keep buying things from Crutchfield?

[mtowncyclone13]

man, getting that one fry in the cup of oles just makes my day