Waiting for my Xenarc MDT X-7000 for almost 7 months now

djsuck · 07-08-2008, 05:07 AM

Hi folks,

first of all, excuse my english - I'm a german guy

Here's my problem:
I ordered the Xenarc MDT X-7000 in december '07, recieved a defective unit, and returned it.
Since then, I'm kinda waiting...

I know about the problems with Xenarc and that MP3car is not really the one to blame but some kind of information once in a while is not too much to ask for, is it?

Man - I REALLY start feeling stupid, riding around with a PC in my trunk without beeing able to use it.

You guys told me on the phone, that you recieved a new unit from Xenarc and that you will be testing it for a while - that testing period was supposed to end weeks ago (at least thats what you told me on the phone).

I feel kinda left alone. I spent over 1000$ for that device and won't even get single piece of information.

I hope, I'll get some information about the status of the Xenarc MDT X-7000 here - maybe even without asking for it every 4 weeks

Thanks
- Benjamin -

coffeejolts · 07-08-2008, 06:57 AM

That is just awful. You deserve a full refund.

djsuck · 07-08-2008, 09:57 AM

That's right... but here's the kicker:
I don't want a refund

I kinda need MP3Car to send me the device, because I paid 32$ for the internatinal money transfer and 178$ toll and taxes + 68 bucks fpr the shipping.
If I want to purchase it from another reseller in the US (I think by now, there are some in europe, too - but back in december, MP3Car was the only place (except from Xenarc-Direct) to get the MDT X-7000) that would be ~ 280$ wasted.

Heather · 07-08-2008, 05:15 PM

I offered you a refund via email almost two months ago. I waited for a response as I need to send it via wire transfer and do not have your information.

Why did you not follow up with us at the store. I have your order saved and look at it everyday to make sure that when you email I can process your refund quickly.

I am not trying to take you for a ride, but maybe you should check your spam filter.
And you did not spend over 1K.

As for the MDT -mp3car is not carrying it - we have tested two units, use your imagination regarding why.

PLEASE EMAIL THE STORE WITH YOUR WIRE DETAILS SO THAT WE CAN PAY YOU BACK!

Quote: Originally Posted by djsuck

Hi folks,

first of all, excuse my english - I'm a german guy

Here's my problem:
I ordered the Xenarc MDT X-7000 in december '07, recieved a defective unit, and returned it.
Since then, I'm kinda waiting...

I know about the problems with Xenarc and that MP3car is not really the one to blame but some kind of information once in a while is not too much to ask for, is it?

Man - I REALLY start feeling stupid, riding around with a PC in my trunk without beeing able to use it.

You guys told me on the phone, that you recieved a new unit from Xenarc and that you will be testing it for a while - that testing period was supposed to end weeks ago (at least thats what you told me on the phone).

I feel kinda left alone. I spent over 1000$ for that device and won't even get single piece of information.

I hope, I'll get some information about the status of the Xenarc MDT X-7000 here - maybe even without asking for it every 4 weeks

Thanks
- Benjamin -

djsuck · 07-09-2008, 01:28 AM

Hi armine,

thanks for the quick response (even though it's not the answer I was waiting for)

Well - I can honestly say, that I didn't get that Email (I created a specific rule in my MTA to push any "MP3Car" related stuff in a special folder)
... well... this kinda stuff somtimes just happens - I have to deal with it everyday on my job - no hard feelings there.

There are a few things, that make me a bit sad, though.
You say, that I didn't spent over 1k - well... thats just not true. I'm living in Germany so here is what I had to pay:
770$ MDT X7000
68$ shipping
32$ international money transfer
178$ toll and taxes to import it to Germany
========
1048 $ total

That's what I had to spent to get the device!!! (I didn't say that that was the amount of money you guys got from me)

You say that I should use my imagination why you won't ship the MDT anymore... well it would be great, if you could tell me why EXACTLY you made the decision.

Call me crazy, but I'm still planing to get the devices (sadly somewhere else, since you don't ship it anymore).
Maybe the issues wont affect me because they they're related to features I'm not planing to use at all.
For example:
Problems with the radio-module => I don't care
Problmes operating below 20° (Celsius) => I don't care
Problems with the screen opening => hell of a problem

You understand what I mean?
I think those information would be interesting for other users, too.

I read (http://www.mp3car.com/vbulletin/1179735-post7.html) that Xenarc is aware of the problems and that they kinda work on them.
Maybe the "new" mdt x7000 doesn't reach your high standards, but I could live with a few minor bugs left (at least thats what I hope for

)

Heather · 07-09-2008, 09:37 AM

I am sorry for your bad experience with Xenarc. However, this is a hobby, these products are often prototypes. Many customers were disappointed and Mp3Car has worked hard to make sure that customers received a refund.

We are not carrying the MDT as we are not satisfied with the quality - I have posted this in other places on the forum already - this is not a secret. We look forward to the development of the MDT so that we may sell it in the future.

Regarding taxes and shipping, it is not Mp3Car's responsibility to refund this amount. All of our customers buying from Mp3Car understand that this is a hobby and there is some risk in purchasing certain items - if we only sold products that worked 100% of the time, well we would only sell keyboards perhaps. And if we refunded everyone's shipping costs when customers were dissatisfied with shipping 1. we would go broke, 2. we would incentiveize customers to order items and return them as there would be no penalty.

I encourage you to write to Xenarc regarding your disappointment.

Again, please email me your banking information at store@mp3car.com - you have not yet done so, and please make sure that you provide all information necessary for sending a wire transfer.

I look forward to receiving your email and I will be happy to wire you the cost of the MDT today.

h3rk · 07-09-2008, 10:18 AM

Quote: Originally Posted by armine

Regarding taxes and shipping, it is not Mp3Car's responsibility to refund this amount.
...
I look forward to receiving your email and I will be happy to wire you the cost of the MDT today.

Bummer, that's a lot to eat. I guess I'm glad I don't live in Germany. Then again there's that slight loss in value associated with the US Dollar.

Quote: Originally Posted by armine

All of our customers buying from Mp3Car understand that this is a hobby and there is some risk in purchasing certain items - if we only sold products that worked 100% of the time, well we would only sell keyboards perhaps. And if we refunded everyone's shipping costs when customers were dissatisfied with shipping 1. we would go broke, 2. we would incentiveize customers to order items and return them as there would be no penalty.

Hmmm, I understand your point, but where is the line drawn with respect to 'some risk'. I didn't really have that understanding as a have, in the past, browsed through and purchased items in the store. Maybe it's written in some 8pt legal link somewhere. Perhaps a Risk Rating number (like that Vista experince rating) where 10 means if you buy this, you will shortly thereafter experience nirvana, and world hunger and violence will end. And 1 could mean, "We're testing this out guys, so don't get all

if it doesn't work and locusts start swarming over your head....we warned you."

It's just an idea. I'm pretty sure there is a large percentage of consumers that don't do quite-so-much research prior to making online purchases from well established companies, which I'm thinking is a classification you aim for.

I suppose this applies more to your statement than the situation. I'm glad to see problems getting addressed, at least.

djsuck · 07-09-2008, 11:14 AM

The reason I waited/didn't want to take the refund yet is, that Heather wrote in an Email (05/05/2008) that you're testing the new/improved version of the MDT for about 3 more weeks.
So I thought, that this testing period should end at the end of May and maybe you guys come up with the conclusion that the new version of the MDT is ok.

You said, that you offered me a refund about 2 months ago (that would be something around the beginning of may).
How would I want to take a refund, while you're in the middle of the testing period of the new version of the MDT and haven't come to a conclusion yet?
... you see, how I'm getting a bit confused?

PLEASE correct me, if I'm wrong, but this is what I get from your posting:
1. You (Xenarc) had a lot of problems with the first generation MDT
2. Xenarc did some impovements (new firmaware and other stuff) on the MDT
3. You recieved a new version of the MDT and tested it for a while
4. You think the new version of the MDT is still to crappy to sell

Did I get that right?
If so, I send you my account information for the refund via Email tomorrow (right now, I'm trying to figure out, if there is a chance to get my toll and taxes back from the german toll-and-taxes-guys)

Thank you very much for your answers.

P.S.: You mentioned, that the shipping (in my case 68$) won't be refunded.
... well - I have an Email (12/22/2007) from MP3Car right in front of me, saying somthing different...
But I don't think that there is a need to discuss this in public. I will send you the ticket# via Email, when I send my account-information, RMA# and the other stuff.

Heather · 07-09-2008, 05:20 PM

Please send me an email at the store. I am happy to send you your money.

I am sorry that you have been in this situation. For this reason Mp3Car tests all new products ahead of time now, so that customers do not get stuck.

I would like to resolve this by tomorrow, I look forward to hearing from you.

Heather · 07-09-2008, 05:29 PM

Quote: Originally Posted by h3rk

Bummer, that's a lot to eat. I guess I'm glad I don't live in Germany. Then again there's that slight loss in value associated with the US Dollar.

Hmmm, I understand your point, but where is the line drawn with respect to 'some risk'. I didn't really have that understanding as a have, in the past, browsed through and purchased items in the store. Maybe it's written in some 8pt legal link somewhere. Perhaps a Risk Rating number (like that Vista experince rating) where 10 means if you buy this, you will shortly thereafter experience nirvana, and world hunger and violence will end. And 1 could mean, "We're testing this out guys, so don't get all

if it doesn't work and locusts start swarming over your head....we warned you."

It's just an idea. I'm pretty sure there is a large percentage of consumers that don't do quite-so-much research prior to making online purchases from well established companies, which I'm thinking is a classification you aim for.

I suppose this applies more to your statement than the situation. I'm glad to see problems getting addressed, at least.

The bottom line is that this is not Best Buy - not just the Mp3Car Store, but all other stores selling car computing products - are selling to customers products that may or may not work exactly as they say. Many of these items have bad production runs, or when they are new, like the M4, have a few rounds of changes to improve themselves.

These are not industrial grade products and they are certainly not industrial grade prices. When there are problems with products we are the first on the phone with the vendor - explaining the problem, sending photos and providing feedback. In the last few 6 months, perfectly good products we have bought for years have turned up different and slightly defective and we have had to do work around-s. And in general - we do not get discounts or our shipping fees paid, we just simply absorb the costs.

We are not trying to rip people off, so there is no 8" type stating disclaimers, but there are the Mp3Car Forums - we expect and encourage all customers to search the products that they will buy, and at times we suggest that customers not buy certain products.

The great thing is that there are so many people in this hobby and that there are people like BugByte out there who was willing to work through multiple M4s with Ituner, until things worked right. This way everyone benefits. But the Mp3Car Store is not here to protect everyone from the reality that this is in fact a hobby and many products are kind of quirky - if they were not, they would be more expensive and available in Best Buy.

h3rk · 07-09-2008, 06:04 PM

cool

sounds good to me

Heather · 07-11-2008, 12:24 PM

Hey djsuck

I do not mean to be pushy, but I just want to let you know that we have not received your email to the store, with your bank information needed to send you a wire.

I wanted to make sure that this happened today, but it looks like it wont happen.
So please send this over the weekend and we will process Monday.

djsuck · 07-11-2008, 12:32 PM

I just sent it to store@mp3car.com

ccsnet · 07-12-2008, 06:48 AM

Quote: Originally Posted by djsuck

Hi armine,

thanks for the quick response (even though it's not the answer I was waiting for)

Well - I can honestly say, that I didn't get that Email (I created a specific rule in my MTA to push any "MP3Car" related stuff in a special folder)
... well... this kinda stuff somtimes just happens - I have to deal with it everyday on my job - no hard feelings there.

There are a few things, that make me a bit sad, though.
You say, that I didn't spent over 1k - well... thats just not true. I'm living in Germany so here is what I had to pay:
770$ MDT X7000
68$ shipping
32$ international money transfer
178$ toll and taxes to import it to Germany
========
1048 $ total

djsuck - Just curious - especially as you live in Germany why you bought from Mp3car ? There is a large German based CarPC store there ( I wont mention the name as I'll get banned ) and if you live on the local forums they now own them...... ?

Terran

Enforcer · 07-12-2008, 08:15 AM

In the UK at least the seller has to refund the the shipping costs to the buyer if the product is found to be faulty. They also have to pay the buyers costs in shipping the product back.

Why should the end use lose out if a seller sends out product with is faulty? Does not make sense.

NB the costs involved going through customs is another thing and they should be got back from customs, although the seller may need to confirm the product was indeed faulty and shipped back out of the country.

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