Issue with dealer...

[Joey_V]

Hey fellas,

Question:

I bought a brand new Dynavector 20H from an authorized dealer a few months ago. During my listening, I thought I had a problem with my cart - I thought the audio R/L balance was off. I contacted my dealer and told him about the problem. At first, he suggested that it was probably my fault and that I did something to the cart itself. After a few email exchanges, he told me that he'd look at it and if the cart was off-balanced in audio presentation, then he'd have it replaced by Dynavector.

Now, I sent it to him on 12/2007 and after several promises to look at it, he FINALLY got to check it out with his TT and audio system on 2/2008. He told me everything was ok and in tip-top shape. Good, but that took a WHOLE 2 months!!

Now, here's where it gets tricky...

He asked me to send him my CC info so he could send it back to me. I send my CC info. I also ask him how much was charged...

He told me that he would charge me $10 for the UPS shipping.... ok, no problem.

He also told me that he would like to charge me $45 for looking at the cart.... wtf?!

Alright, you veterans - you buy a brand new cart from a dealer, you have a "problem" with it and you can't go straight to Dynavector so you need to go through your authorized dealer. You have him check it to determine if it needs to be fixed/replaced by Dynavector...

Does the dealer have the right to charge you?

And if so, shouldn't he be more upfront about it and TELL you ahead of time?? And if this was the case and he was going to charge you, shouldn't he have done the "service" in LESS THAN 2 months??

I'm just at a loss for words here... I understand a dealer charging you for looking at it if you didn't buy it from him/her, but an item that you bought from the dealer and having it looked at so you can claim warranty?

Let me know your thoughts...

Thanks,
Joey

 

[amey01]

Poor, poor form. I don't know what US laws are regarding this, but here in Australia you need to be advised first. "If no problem found or the user is at fault the standard callout charge of $XX will apply", or words to that effect.

Even if you are advised first, I personally think it is a bit rude to be charging for service like this - this is part of the service a dealer should provide to thier customers - *PARTICULARLY* on something as exclusive as a Dynavector cartridge - we're not talking about an LG TV or some piece of crap here.

 

[Joey_V]

I don't mind paying the money, but the dealer should be upfront.

Instead he replies with an email stating that I should've offered to compensate him for his services from the getgo. WHAT!?

I bought the item from him, I need help, and he asks for money to look at it? This was not a small transaction that I dealt with him, the package was over $2500... and I was looking to buy more stuff from the guy.

Instead, I get charged for it and he makes me wait 2 months?? Come on.

 

[risabet]

The word that comes to mind is scumbag! Who is this guy so we can all avoid him? Seriously, in the analog world it pays to have a local dealer if possible but that is getting more and more rare. He deserves nothing but the shipping. Pay him that and publish his name here. He'll probably lose a damn sight more biz than the $45 bucks.

 

[Rich]

Joey,

I would respond to him by email that you made a substantial purchase from him and expected him to respond with superb customer service at no additional cost to you. Given the two month delay and charge for service that was not pre-disclosed, I would tell him you intend to post your experience with him in several online forums so that everyone can know just what kind of customer service they can expect when they spend their money with him. That is the least that he deserves.

 

[Bernard]

Joey, you should also inform Dynavector about this, if they have a contact email address on their web site.

 

[Joey_V]

Fellas,

The beauty about it is he told me the whole reason why he thought I was ok waiting 2 months was because I was "getting out" of the analog world.

Er... ok... the next time you bring your car to Jiffy Lube to have it oil changed, make sure you don't mention you don't have work that day or that you have a 2nd car at home that way they still change your oil in 10 minutes or less. If you do, who knows what Jiffy Lube might do! They might make you wait the entire day or 2!

Seriously, I don't mind if the dealer told me upfront about the charges. And if he was planning on charging me - DONT MAKE ME WAIT 2 MONTHS!

Joey

 

[Diamonds]

I have never ever heard of a dealer or a manufacturer charging shipping back to the customer. It is customary that you would have to pay shipping to get the item to them but never shipping back.

I would tell your dealer to "Pound Sand" and demand your cart back. Then I would call Dynavector and see what they can do for you.

Joey in my opinion it is not the 55 bucks it is the principal at this point.

Was your dealer one of the large online retailers?

Musicdirect.com
needledoctor.com
elusivedisc.com

 

[Craig]

2 months to get around to looking at it is bad service. How long would it have taken if you hadn't called him on it? Why should you be charged for bad service?

 

[DTB300]

As CH Luke would say: "What we've got here is failure to communicate."

 

[Tj Bassi]

Joey-

While I seriously doubt the problem could have been related to the TT itself, keep me up to speed on what you ultimately find, as the unit is still packed away (!)

Guess I'll go with a Blackbird...

Tj

 

[aliveatfive]

Joey -

I'd let him know why he just lost a customer. If people react to that sort of dealer, the industry might be more inclined to weed out the weeds. I've never heard of such rude treatment. Shop elsewhere!

 

[Joey_V]

Joey-

While I seriously doubt the problem could have been related to the TT itself, keep me up to speed on what you ultimately find, as the unit is still packed away (!)

Guess I'll go with a Blackbird...

Tj

Tj-

TT is fine. Check pm.

All-
Good points fellas.

 

[tonyc]

Joey, you need a new dealer!

 

[Joey_V]

The dealer will be probably not charge me anything, knowing how many forums I peruse and how active I am. If he's hard up for cash, there's way better ways than to charge me $45... you guys (Rich) are right.

You guys are 110% right, I need a new dealer. I cannot recommend this guy to anybody regardless of what he does beyond this point.

In all honesty, if it weren't for this forum and the fact that I linked him to this page, I feel that I would be charged.

I'm not sure if it's because I'm young and "naive", but post-installation, I've not received good treatment from him.

In his defense, he was very nice to me during the purchase and he helped me install the TT.

 

[tonepub]

Call my buddy Clark Williams at Acoustic Sounds.

He's the resident analog expert there and will take good
care of you. By all means tell him I sent you....

 

[amey01]

In his defense, he was very nice to me during the purchase and he helped me install the TT.

Strangely enough, most people are nice *BEFORE* you've made your purchase!!

Funny how some people just don't have any business sense. They don't understand repeat business, further business, word of mouth, "short term loss for long term gain", or any other simple business practice.

They don't even understand simple honest ethics of providing good customer service to someone who has made a substantial purchase from them (and who may never purchase from them again).

As I said - this wasn't a junky low-end TV from a discount house or something. It was an exclusive specialist audio device from a specialist dealer. I'm sure you paid a higher markup accordingly. You expect proper customer service.

Sorry this happened to you but glad it is all sorted.

 

[Joey_V]

UPDATE:

Dealer decided to not charge me for looking at the cart or shipping. Refunded me all the money. He seems sorry about it.

I noticed his entire demeanor changed once I linked him to this forum thread, it's impressive how quickly the entire conversation changed in tone.

I'm glad for this forum, once again - it's great to have guys like you who are veterans in these affairs help sort things out and help put things into perspective.

Thanks again, fellow Loganites.

 

[Bernard]

I noticed his entire demeanor changed once I linked him to this forum thread, it's impressive how quickly the entire conversation changed in tone.

Joey, it's too bad you did not identify him here so we could all avoid the slimeball. I always prefer to deal with a local dealer for expensive purchases.