I ordered a Dual radio XD8625 on behalf of my husband (Vincent Smith) which has a order number of 7D2FD9318961. The first time my husband and I went to get the radio installed, the installer could not finish the install due to the fact that we got a defective radio. So the cost of the first failed radio installation was at about $139.00 (100 labor cost and 30 for the body kit part to complete the installation. I told the retailer what happened and they offered to fix or replace the radio if I returned the product.
Then I had to pay approximately $30 to ship it back (with declared value) in order to replace the defective radio and I also had to pay an additional $65 to get the radio reinstalled (got a discount because the installer felt bad for me regarding the first failed installation). The company told me it would take approx 6-8 weeks because this was a warranty claim (in other words, this is the manufacturer's fault) and that they would have to ship the radio to the manufacturer to get it fixed.
Once I got the radio back (which occurred within 2 weeks) I went ahead for a second installation. This installation failed and the professional installer and he proceeded to show me the defective wires within the radio. Once again, I called the company and they told me my only options would be either: (1) try to get another radio or (2) get store credit. I asked for a refund at this point because I truly do not want another product because at this point, all the products that I received from this company were defective, which does not make for a good customer experience.
Anyway long story short, they denied my refund and are not offering any type of compensation for the installation and shipping costs (which is at $250). By the way, the store credit they are offering is simply the money that was spent on the defective radio that I received. I have submitted my complaints to the Better Business Bureau because I really think the fact that they are not willing to compensate for the extra money that I have spent is truly unfair.
In addition, this company is in violation of product liability laws. If a consumer purchases a product that has been represented to perform in a certain way but fails to do so, regardless of seller's return policy, the consumer should be able to obtain a refund or cancel the contract. I will more than likely try to contact the CA ATG as well.
Please beware of this company... They do not care about customer satisfaction and they do not care that the products they sell on their website do not work!!!
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