I have never posted a complaint online. I am not the type of person to let things get to me, however I feel it necessary to warn the public about a truly horrible company. I purchased a Pioneer AVIC-F700BT on 1/28. The unit was professionally installed by a local company. I started having issues within the first year. The iPod feature stopped working, the Bluetooth no longer connected, etc. I had the unit inspected by a local facility. They recommended sending it in for warranty repair. I tried to call the 800 # for Dealer Cost Car Audio for advice, however the phone system is obviously set up so you NEVER get through. It rings until it finally hangs up. It doesn't matter what time you call or how many times a day - same result. I decided to check the website for the procedure for getting a unit repaired or replaced. The instructions were to double box the unit and ship it to DCCA. I included my original order receipt and a letter explaining the issues I was having. I followed up a couple of weeks later to check on the status. Again, it was IMPOSSIBLE to reach anyone over the phone. This is obviously a standard strategy they use. All I wanted was an update as to the status. I decided to try emailing them to get a status update. Date: January 20 04:42: 08 PM EST To: [email protected] Subject: Fwd: Order #15955 - Shipped I am trying to get a status update on the unit I returned for warranty repair/replacement. See below for the Pioneer model number and original order info. Please advise as to the status of this unit. Thanks in advance. Regards, I did not receive a response. Finally, I emailed the sales, service and warranty department as listed on the website asking for help: To whom it may concern, As you can see below, I am attempting get a status update as to the repair/replacement of my Pioneer unit. I did not receive a response to my email below. Furthermore, I have made numerous attempts to contact you via phone, however I am placed on hold waiting for a representative until the system tells me the call cannot be completed and hangs up. I have tried both the sales and the customer service line - same response. As you can gather, this is VERY frustrating and reflects poorly on the service of your company. I have copied all departments on the email in hopes of someone responding. Thank you in advance for your immediate attention. Respectfully,
Here is the response I received: I will check on status of your returned Pioneer unit tomorrow. Thank you! Robert Jones
Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
AFTER A WEEK OF WAITING for an update I sent this: Sent: Monday, February 01 8:34 PM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request Robert, Please help me get a status update for the below mentioned unit. Thanks!
I finally received this response: We apologize. It was a delay/backorder, but it will update shortly, very shortly. Thank you! Robert Jones
Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
AFTER ALMOST A MONTH OF NO RESPONSE, I sent this email:
Sent: Sunday, February 28 4:55 PM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request Robert, Will you provide me with another status update? I haven't anything since your last email. Thanks,
I finally received this short response:
Should not be more than a few days max. Thank you! Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
AFTER ANOTHER MONTH OF NO RESPONSE I sent this email: Sent: Friday, April 02 10:45 AM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request Thought you would be able to see the chain of emails between us below. The last update I received, you told me that unit would take a few days max. This was on February 28. I am trying to find out the status of my unit that I sent in for repair on January 4. It has taken four months so far. This is unacceptable and needs to be resolved. Please advise me as to the status. Original order number: 15955 Pioneer AVIC_F700BT
I received the same USELESS response as the last few: I will check into it immediately. Thank you! Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
AFTER ANOTHER WEEK WITH NO RESPONSE I sent this: Sent: Wednesday, April 07 9:00 AM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request Any updates? Another USELES response: Nothing confirmed as of yet. Thank you! Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
I immediately sent this email in response in an effort to better understand what was goin on: Sent: Thursday, April 08 5:47 AM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request I would like more information on the status. Is there someone there that can tell me what is going on? Who has the unit? Is it being repaired or replaced? Why is this taking so long? Who can I talk to that can get this moving along?
I received this response: Nathan will call. Thank you! Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
I have now been waiting for FIVE MONTHS to hear the status - not to mention get a working unit returned to me. After almost two weeks of no one calling me. I sent this email: Sent: Tuesday, April 20 8:19 AM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request NO ONE HAS CALLED ME. I still have no idea as to the status of my unit. This customer service sucks. It has been five months since i sent the unit in. It has been two months since you told me it would "a couple of days, max" you are giving me the run around. Something needs to be done asap. WHAT THE HELL IS GOING ON OVER THERE?!!!
I finally received this response: We apologize Michael. What time can we call? Thank you! Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
I did receive a voicemail a day later from Nathan that referenced the wrong product and customer so I sent this email: Thanks for getting someone to call me. The voicemail is received, however, referenced product that has nothing to do with me. I tried to call back but can't get through. Please have Nathan call me again to discuss my order. Thanks,
I finally spoke to Nathan and was pleased to hear that I was going to get a credit to order a new unit. I was told to get the credit info from Robert so I emailed him: Sent: Friday, April 23 6:42 AM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request I spoke to Nathan last night. He told me I have a credit to purchase a new unit and need a gift code or something like that. Do I get that from you? I would like to go ahead and order the new unit. Thanks,
When I emailed “Robert” to ask for the sales credit number so I could order my unit, I was again given the “stall and avoid” tactic. Again, I received a generic response: We are looking into it. Thank you! Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
AFTER ANOTHER WEEK OF WAITING, I sent this: Sent: Tuesday, April 27 7:07 AM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request I need an update. I would like to order my unit ASAP. I need to know how to do so with a store credit. And yet again, another generic email: Shouldn't be more than 1-2 days or less. Thank you! Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
Almost a MONTH after I was promised 1 - 2 days I had still heard NOTHING from these people so I emailed this:
Sent: Thursday, May 20 4:39 PM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request It's been a lot longer than 1 - 2 days. Please honor your commitments. I need to know where you stand with my sales credit. It's now going on six months to replace my unit. This is horrible service. And of course, another useless response: I am trying to get answers. Thank you! Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
I was confused since I had already been given the solution. I was curious as to what needed to be answered: Sent: Thursday, May 20 5:40 PM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request What is there to get answers about? I was told you would give a sales credit to order a new by Nathan. Please advise. I received this message saying it would be another week: Nathan will not be back until Monday. Thank you! Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com
After almost another two weeks I finally sent the following email b/c I was done dealing with these idiots... Sent: Wednesday, June 02 6:14 AM
To: Dealer Cost Car Audio
Subject: Re: Status update request - 2nd request To whom it may concern: I am done dealing with you. I have been more than patient dealing with your horrendous customer service. Starting Monday, I will be posting every detail of my experience to the following websites: bbb.org
usacomplaints.com
ftc. Gov
In addition, I purchased the domain www.dealercostcaraudiosucks.com. I am setting up a site to post the truth about your bullshit company/service with the proper SEO to be seen by consumers so they don't experience this. Each and every Monday, the sites will be updated to keep them fresh in the search engines. I will have my assistant perform this task every week until the issue is resolved. This has all been approved by my attorneys. Any legal threat in return will simply be ignored. The ball is in your court. I received this email from “Simon”: Leave a # immediately we can call. Let's not go this route. This is a service by Pioneer's facility. NOT us. Work with us. We will properly resolve. Please leave your phone # so we can speak one on one, and come up with a gameplan.
Fair? Thank you! Simon Sales Manager | Dealer Cost Car Audio
877-290-DCCA (3222) | www.dealercostcaraudio.com I spoke to him over the phone and he apologized and assured me it was Pioneers fault and that I would have a unit within a week. Of course he tried to blame everything on Pioneer. I respectfully informed him that Pioneer has NOTHING to do with their ability to communicate with customers. It is now going on seven months to get a unit repaired or replaced. I have never dealt with such incompetence. It has been three weeks since Simon promised a resolution within a week. I am now receiving the same stall and avoid tactic from him. For all I know these are all the same people anyway. Buyer beware. This is a horrible company to deal with. Simply read all the other horror stories online if you search DCCA scam. Do not buy from this company. It is not worth the discount. I don't even have my defective unit anymore. Buy from a customer-oriented company that will provide a decent service. I am now having to call Pioneer to try to get a resolutions since DCCA are so incompetent. I will post every week from now on until the matter is resolved.
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