Horrible Experience with MP3car support
I sent in my 2140 to be repaired around mid-January because the DLYON was not functioning. The unit was out of warranty but they kindly agreed to have it looked at and I offered to pay for any repair that was necessary. After about 2 months of emails back and forth (not 30-45 days as claimed in the FAQ), I finally get a notification that my product has been repaired and is being shipped back. Throughout this time, any inquiry I make takes at least 1-2 weeks to get a response (if at all), so I have no idea if my product is even reparable. So finally, I get this email and am being notified of shipment, except it is being shipped to the WRONG ADDRESS. Within THIRTEEN MINUTES, I reply to the email telling them that it is a very old address and to please ship it to the correct one which I provided along with the original RMA. Here is the my response along with the original email, please take note of the timestamps:
So of course after this, I wait patiently for a week or two and hear nothing, so I try and send as polite of an email on March 27th, 2009. I don't believe in getting upset or yelling at the wrong person, so I try and stay civil:
Subject: Re: [Ticket#197-3036] P2140 DLYON was reversed
Date: March 16, 2009 12:39:10 PM EDT
No no! That is an OLD apartment address. It need to go to:
Augusta, GA XXXXX.
That address was listed on the support ticket.
On Mar 16, 2009, at 12:26 PM, email@example.com
We replaced the Q9 transistor. I haven't had a chance to test it, but it should work. We're shipping it out today to the following address:
Atlanta, GA XXXXX
Despite claims of 24 hour responses, I get this email back FOUR days later, March 31st, 2009:
I have been waiting for my unit to be repaired and sent back to me since January. The last email I got was on March 16th from Goce, informing me it was being shipped out. However he listed an old address at which I no longer reside. My current address was listed correctly on my RMA form, so I have no idea why the old one was used. Can I please get on the phone and talk to someone to have this resolved? I have been waiting very patiently and sent multiple emails with no response. Please help!
Now I have replied to them with another polite email stating that I am stuck and out of a $135 product, but who knows if I'll ever hear back. I understand that my product was out of warranty and they did fix it (which I did offer to pay for), however I don't believe this is the proper way to treat a customer who has purchased at least a few hundred dollars worth of items. It's not even as if the 2140 was completely non-functional. Only the DLYON was not working, so it still would have been perfectly useable as I could have just triggered the amp with the ignition wire instead of the DLYON. I know Goce is the only Carnetix repair person on staff and is probably very busy, but if there is such a high volume of customers then they should either hire/train someone else or think twice before taking over a company and not being able to adequately support its products. Even if I had been kept up-to-date by another staff member and at least NOTIFIED of what was going on and known I would have had to wait for so long, that would have been marginally better than this situation. As far as I can tell from my experience and other posts, if you purchase a Carnetix product, you are pretty much on your own (who knows about other brands). Anyways, thanks for reading and I hope this reaches someone who can help me, or if not at least warns other customers of the support experience at mp3car.
This is the first thing we have heard from you in 15 days since we notified you were were shipping back the repaired unit.
We don't monitor Return address on inbound boxes. If you had a change of address we would have needed to have been informed of that over e-mail or you could have notified us within a few days so we could re-route the package.
Since you did not notify us the package was delivered via UPS on tracking number 1Z4XXXXXXXXXXXX
Perhaps you can contact the person who signed for it at the old address and ask them to send it to you. According to UPS, the signer was "WHIBDY"