forum members can then see what the turnaround time was for each message, and the number of occasions where I received no response at all. Would you all like some proof that I am not making this up?
No cost exchange? I PAID the difference in price, and the 1290 had not even been opened or used. It was in 100% resaleable condition.The customer first bought from us 756 days ago and bought a p1290. 37 days later we allowed him a no cost exchange this for a p2140. His p2140 order was placed 714 days ago.
Destroyed the unit?? Like I said, the unit was FULLY functional except the DLYON, a problem which could have been circumvented by triggering my amp with the ignition wire. So please don't claim it was a totally dead/useless unit that you miraculously brought back to life. Also, as if 30-45 day turnaround time is not absurd enough (what other company takes so long to send back a repair, not Xenarc or LinITX!), this one took in excess of 60 days. The time delay was not due to the complexity of the issue (it was a single transistor that was replaced), but rather the understaffing for Carnetix products (one employee - Goce, who then had to contact the original company owner/tech for additional help).~630 days after the free p2140 exchange the customer destroyed their unit by overloading his DYLON. Even though this was out of warranty and it was damaged by the customer two of our engineers repaired his unit at our cost and we even paid for the return shipping. Engineering and manual component replacement takes time. There is no way around it.
I think that someone should have had the presence of mind to request a current address before shipment, or make a spot on the RMA form. Don't blame that on me.The unfortunate misunderstanding occurred with the return address. We seem to have gotten every other e-mail from this customer and mysteriously the last minute after the fact address change e-mail doesn’t show up.
It should also be noted that in previous communications the new return address was never noted by the customer before he sent us the unit.
Neither one of us know what happened to this last minute plea for a change of address, but none the less the customer waits 15 days to contact us a second time.
As far as a 4 day turnaround time on this e-mail, the customer sent an e-mail Friday at ~5.30pm. We replied 2 business days later on Tuesday after we had time to research the issue.
We did not tell the customer to ****** himself. We politely asked if he could contact the person who signed for his package at the old address and kindly ask them to forward it along. He refused to do that and decided to post this thread and tell us he was filling a complaint.
Again and again, I have stated that I never requested a freebie. I KNOW my product was out of warranty and I offered to pay for the repair. Just because a product is out of warranty does not render it irreparable, it just means the repair won't be free (are you expected to throw away your a 2 year old refrigerator because of a damaged coil since it's now out of warranty? No!). Any reasonable company has more than one repairmen or technician to service such a large customer base. And if I ever get my 2140 back, I will PAY YOU for your time to repair it, I am not some cheap ********. Anyone reading this thread can see that I was extremely polite and patient until my last email. But just like every other thread in this forum, MP3Car wants to blame it on the customer as if the whole thing is my fault and you all bear none of the blame.Given that we went out of our way to repair the unit out of warranty at no cost that the customer destroyed we would have appreciated some cooperation in contacting his old address, a little bit more gratitude and a little less hostility.
It seems like the only way to get a response from Mp3car was to file a publicly viewable complaint, because in all the email exchanges I had with them, I never got this kind of answer. So now you all know what to do. I think all the facts have been stated here and I have been totally open and honest with the issue. People who read this thread can make a decision for themselves now, I have nothing more to add.
Oh and lest I seem ungrateful - THANK YOU for finally resolving this issue and having my product shipped to me. I'm sorry it had to be done this way, for both of our sakes, however I am happy that this is resolved.