Below is an email I sent to Audio Express from their website.
Greetings,
Today I visited your store at 1235 S Gilbert Road in Mesa. My salesman was Patrick. The day prior I had purchased an old 87 Chevy pickup without a radio. I informed Patrick everything was ripped out and I wanted an inexpensive am/fm with cd, 2 speakers and an antennea. He showed me a KDCMP unit which was acceptable and I informed him to proceed and paid in cash on your invoice AE111E7238. Patrick informed me it would take about two hours. About 10 minutes later I was informed the installer looked at my truck and determined the correct leads/plugs were not present and they would have to hardwire the unit at a cost of $70.00. Now, I am not an expert in your business but all that is needed is a hot wire and a ground and I felt this charge was excessive. I was informed it was usually $100.00. As I wanted the radio I gave an OK. After about an hour Patrick advised it would be another hour so I walked to my bank to conduct some business. About and hour and 15 minutes later I returned, saw my truck in the lot, and asked the staff if it was done. I was told the unit was in but all I had was a CD as the am/fm required an antennea. I was greatly surprised and asked why I would want an AM/FM w/CD player and only have the CD work. I was informed there was no antennea an I got what I paid for and no more could be done. I then engaged your manager Kurt. I explained what I had told Patrick and these were his main points:
1. I did not pay for an antennea
2. Older trucks present problems
3. There is some grey area here
I repeatedly asked Kurt to simply provide what I specificially requested which was an AM/FM radio with CD player and Kurt kept repeating points 1-3. He refused to purchase an antennea. Finally I agreed to get the antennea. I was informed it would take 60-90 minutes to install the antennea. I protested this point to no avail. I am no expert but the hole was in the fender, there was clear good access to the interior of the unit and all that needed to be done was plug it in and the job was done. Kurt was adamant in the time frame. Kurt said as a good will gesture he would install at no cost. When I returned with the antennea I looked at the truck again and determined a novice could install in less than 15 minutes. I again asked for Kurt who kept me waiting for 15 minutes before returning to the showroom. When I informed me how easy the antennea would install he refused to look at the vehicle basically telling me he was an expert and did not have to look at the truck. Finally the installer Zack joined me to look at the truck. I might add that Zack did an excent job at installing the radio. I explained to Zack how I believed we could complete this job quickly. He looked it over, made a suggestion as to placing the antennea inside and proceeded to have it hooked up in under 10 minutes.
The above is my story and I must tell whoever reads this that I feel your company, through Kurt, has demonstratred total disregard for a customer and has treated me worse than poor. The only was I can voice my displeasure is by this e mail, my circle of friends and internet sites that detail terrible customer service. I cannot believe an extablished company like Audio Express would allow such poor customer service.
Regards
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