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Conrad Johnson Repair Issues

The Post I Never Dreamed I’d Write
About two weeks ago I sent my beloved Conrad Johnson Premier-17 back to
the Conrad Johnson factory for repair because it stopped making any sound whatsoever. It apparently blew some internal component.
I soon received an email acknowledging receipt of the unit and an estimated bill
of about $523.00 not including parts.
On 10/14/2016 I got a phone message telling me the preamp was fixed & total charges were $579.00.
I called a few days ago to give my credit card info to pay for the repairs. The CJ
employee told me that “we also need to tell you that the unit was damaged during
shipping & the damages are not repairable because it involves damage to the structure of the unit & those metal parts are no longer available." The damage was not mentioned until that point.
Photos showed the actual frame of the preamp was twisted & bent. It looked like it had been dropped off a two story building without the box.
The repair manager felt it would be pointless to file an insurance claim because
they would automatically deny any claim where the box was not damaged & refused to assist me with any insurance issues.
The CJ phone rep assured me that Mr. Johnson, the owner, would call me that afternoon but he never did.
I did get a call from the repair employee who said they just want to
get my payment information & send my preamp to me.
I shipped U.S. Post Office & insured for $2000.00.
I’m shocked to have this happen with this company. I've had several pieces of equipment repaired by them with great service.
I would appreciate any advice. I'm a little shaken & confused.
I’m really shocked that this would happen with a company of this stature.
I've stayed with this brand over the years because of their reliability & reputation for integrity.
It really doesn’t look like shipping damage to me.Shouldn’t they at least be willing to
assist with insurance issues?
This is one of the more unpleasant customer service experiences I've had in a while.

128x128pereza

Showing 8 responses by czarivey

czarivey
5,758 posts
 
Ok
Here's what i would do:
1. Get unit back the way it is damaged back from CJ factory
2. Make pictures and arrange the credit card dispute to refund $579 due to the damage done;
3. Initiate USPS claim $2000.

You get back total of $2,579 which is good enough for new preamp.


czarivey
5,758 posts
 
there's simpler way:

1. Give a call to the main CJ office and explain the problem.
2. Request an identical unit sent for free
3. If declined, than PURCHASE new unit from CJ directly
4. Do not accept old unit and initiate credit card dispute to bring back full amount paid for new unit.
czarivey
5,758 posts
 
Mark,
Quit referring to CJ great and best reputation from others and worry about yourself only to be fair.
If you want response FAST call SALES department first like you want to purchase a new unit than start asking tough questions to whoever picks up the phone. I always know that it’s BEST shortcut to get to the conversation. You can even start asking technical details of the unit that you want to get instead of your FUBAR and if sales person doesn’t find an answer, one will connect you to either specialist or the owner himself.

...and yes, labor to replace large power capacitor should not be over $100. so part is $50 + labor $100 (a-bit over an hour job) should be $150 and not $579.xx

czarivey
5,758 posts
 
roxy54 They HAVE new units 100%! It's a MANUFACTURER dontcha getit?. Check their web site -- all you see is bunch of brand new preamps and amps for sake! They can replace his old one with newer model or simply do full complete overhaul from step 0 till step 100 each and every cubic mil including full bench test. They just simply refuse it according to OP notes. For $579.xx they can build few, but only needed one. 

czarivey
5,758 posts
 
I get it, but the fact that they can't find chassis isn't excuse. MAKE IT dammit. Rebuild from scratch from the beginning than -- what'stheproblem?
czarivey
5,758 posts
 
honeybee2012,

As far as this discussion goes, CJ is aware of this post and if there was a scam-attack or later on identified as such, they would chip-in, ID themselves and respond as with other large number of businesses dealing with hi-def home audio/video products. So far the problem being worked on and there's no point speaking of any kind of attack on reputation via web. Just stay tuned and see where it goes.

czarivey
5,758 posts
 
i'll wait one more month. at least some side should reveal either defendant or plaintif...-)
czarivey
5,758 posts
 
Sbank,
Thanks for shared wisdom.
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