Does anyone work @ MP3car's terrible customer support?

Startingline13 · 03-31-2009, 08:12 AM

I know it sounds redundant that I need to post something like this again, but it seems to be the only way to get a response. I am trying to return a Carnetix 1900, and have been going back and forth via e-mail with Goce when the e-mails suddenly stopped when I asked for a RMA. It's been over a week and I haven't received a response.

Then I figured I would contact mp3car store@mp3car.com four days ago and still haven't received a response. Any suggestions?

smellygas · 03-31-2009, 03:25 PM

Quote: Originally Posted by Startingline13

I know it sounds redundant that I need to post something like this again, but it seems to be the only way to get a response. I am trying to return a Carnetix 1900, and have been going back and forth via e-mail with Goce when the e-mails suddenly stopped when I asked for a RMA. It's been over a week and I haven't received a response.

Then I figured I would contact mp3car store@mp3car.com four days ago and still haven't received a response. Any suggestions?

better business bureau online complaint form

SG

Tidder · 03-31-2009, 03:37 PM

Sounds all too familiar...

What you have to realize is (from my understanding) nobody except Goce does support. That's the only reason I can think for such laggy support and dropped communications. On top of everything else he does, there's just not enough time. Too many irons in the fire.

No, I'm not making excuses. I'm just pointing out that mp3car needs help and maybe they don't realize it.

Tidder · 03-31-2009, 03:40 PM

Quote: Originally Posted by smellygas

better business bureau online complaint form

SG

They're not a BBB member so more than likely this won't achieve anything. They already have a "record" with the bbb of not resolving claims made against them.

Startingline13 · 04-02-2009, 09:09 AM

Tidder, I understand that. So I have contacted mp3car customer support directly and a response still takes days. It is only after I write these posts that I get a response.

Maheriano · 04-02-2009, 12:29 PM

These posts are starting to get annoying.

smellygas · 04-02-2009, 12:38 PM

Quote: Originally Posted by Tidder

They're not a BBB member so more than likely this won't achieve anything. They already have a "record" with the bbb of not resolving claims made against them.

Wow, they have an "F" rating on the BBB website, but it's only based on 1 complaint. A company does not have to be a BBB member in order for you to file a complaint. The BBB will contact the company on your behalf anyway and attempt to mediate the dispute. In my experience, it is the BBB MEMBERS that the BBB actually tends to side towards. After all, BBB members are the ones paying $$$ membership dues to the BBB.

Thus, you should definitely file a BBB complaint if you genuinely feel that you need a 3rd party help. Complaining here won't do you any good. If anything, there will be a second non-response from mp3car noted on the BBB website.

As an aside, mp3car isn't Nordstrom's. They're likely a small company with small profit margin and they probably do their very best. But it probably costs them a lot of money to handle customer support, especially if they must take a product back and eat the cost. My suggestion would be to look at other reputable businesses online to see if they carry the same product - and order from them instead. Otherwise, you're stuck with mp3car.

SG

Tidder · 04-02-2009, 12:51 PM

Quote: Originally Posted by Maheriano

These posts are starting to get annoying.

Meh, it's just people venting their frustration with a company they feel have wronged them. I'd probably do the same thing if I felt that complaining to the company was falling on deaf ears.

Heather · 04-02-2009, 12:54 PM

Goce, handles all of the CarNetix support, otherwise support is shared. There is nothing in any of our ques for support, which means we emailed you already.

However - we have had issues with our email this week as our domain was blacklisted for some reason. So - please pm me with your order number and I will pm you back with your rma number.

thanks
Heather

Tidder · 04-02-2009, 12:57 PM

Once again another good reason to have a backup plan... like a phone.

I guess the forums are a good place to use as backup communications. Perhaps you guys should make that more clear to new customers? Hell i don't know.

rijk · 04-02-2009, 04:25 PM

Quote: Originally Posted by Startingline13

I know it sounds redundant that I need to post something like this again, but it seems to be the only way to get a response.

Been there, and i can say, posting on the forum really helped.
http://www.mp3car.com/vbulletin/mp3c...ng-mp3car.html
I had my RMA and a new device, so its not they don't want to solve the problem.

Heather · 04-02-2009, 04:52 PM

trust me i want to solve the problem - i am just waiting for a pm with an order number.

And in terms of phone service - if customers had not called all day long on multiple lines to ask how they can power a car pc and what are the differences between Lilliput 629s and Xenarc TSVs, we would have left the phones on.

With complicated technology like this, it is not smart for a small business to offer phone support. The store staff gets more done in one day now with 1/4 of the staff we had last year.

Startingline13 · 04-03-2009, 03:49 PM

I'm sure their customer support service is small and receives a number of issues, however it seems that there is a bit of miscommunication between customers and mp3car from time to time.

Since my post I have received a RMA and mailed out my p1900. You need to understand why I am upset though. I've spent a lot of time and money having to ship an item back which was defective when it arrived. It has now gone from:

Mp3 ---->Me ----->Mp3----->Me------Mp3

That's a large shipping cost on my behalf, and only one response to four of my e-mails. It is only after I post on here that I receive a reply.

Heather · 04-03-2009, 04:40 PM

Agreed - you should not have had to wait so long and it is unfortunate that you received a defective unit. I hope this one works for you, if it does not, and because you had to wait for an RMA, if there is an issue next time, you can pm me.

Quote: Originally Posted by Startingline13

I'm sure their customer support service is small and receives a number of issues, however it seems that there is a bit of miscommunication between customers and mp3car from time to time.

Since my post I have received a RMA and mailed out my p1900. You need to understand why I am upset though. I've spent a lot of time and money having to ship an item back which was defective when it arrived. It has now gone from:

Mp3 ---->Me ----->Mp3----->Me------Mp3

That's a large shipping cost on my behalf, and only one response to four of my e-mails. It is only after I post on here that I receive a reply.

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