Cary, North Carolina, electronics store resolves consumer’s complaint
I sent my amplifier and tuner to Consumer Electronic Service of Cary, North Carolina, for repair and replacement, respectively, under warranty.
They called to tell me they received the amp, but its right front corner was damaged in shipping. They said they’d test it to let me know what the issue is and when I could expect it back.
A week later, they called and said they couldn’t find a problem, but were replacing the tuner with a stronger one. They gave no information as to when I’d get the amp back.
I called requesting an update, and they said they’d call back, but never did. The amp eventually showed up at my house with even more damage. The right and left front corners are both broken, and there’s a large scratch across the top.
I called Consumer Electronic immediately and was told they’d file a claim with the shipping company and they’d get back to me. I’ve called multiple times since then, and I haven’t received an update. I think they must have done the damage, so they’re not filing a claim.
I’d like a refund of $90.
Julie Simpson, Fort Mill, South Carolina
We have spoken with this member concerning the damage to her receiver caused by the shipping company and offered three options to resolve the issue in the manner she deems most satisfactory.
We offered the option to send her the part, send her a shipping label to have the product returned to our office for repair or monetary compensation. She chose to be compensated.
We apologize about the trouble she experienced and the delay in response, and have informed her this is not the way we typically handle shipping damage.
The delay was completely unacceptable, and we’ve taken the steps to resolve the manner in a way that ensures the member’s satisfaction.
Steven Jordan, service manager
Editor’s note: The member agreed to a $50 refund.
Have a complaint?
Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.