On 11/11/08 I bought a Vestax VCI-100 from ProaudioStar in refurbished/like new condition. It had significant cosmetic flaws not mentioned in the auction. It was sent with a USB cord that did not originally belong to the item & the box was ripped in several places. On 1/2/09, seven weeks after purchase I contacted customer service through Ebay explaining that I was experiencing hardware issues with the controller. On 1/3 Dan had wrote back to contact the store by phone to discuss the problem. On 1/5 at 1:30 PM I called and spoke to Ron Wolf who said Dan was not available and asked what the problem was. I told him the issue, he asked when I bought the item. He was very friendly and assured me, in his exact words "Don't worry, we will definitely work something out with you. Even if it has passed 30 days we can still help you out with a replacement or a return. We will make an exception for you. Please call back at a later time to speak with Dan."
I felt confident that I had bought my controller from a reputable place with exceptional customer service after this initial call. On 1/12 I called for Dan again and he directed me to contact Vestax. When I couldn't contact Vestax because they are based out of Japan and there was no general customer service/tech support number posted I contacted my local service center listed on the Vestax website. They were very understanding of my situation but required a printed receipt that was not from Paypal to do any repairs under warranty. They also needed to verify that the store I bought it from were in fact authorized retailers for Vestax. I contacted Dan back on 1/14,1/16 & 1/19 concerning this issue but no one picked up the phone. I left a message and did not get a call back for over 5 days. On the 1/19 I spoke to Dan and he decided to handle the return instead of sending me a receipt. We spoke on the phone and he said he would send a shipping label. He said once the item was received he would send a replacement. I asked if it would be possible to send a box for proper shipment and was told that was not something the company normally did.
I sent the Vestax back on 1/21 and got a call from Ron on 1/23. The delivery of the item was confirmed. I was asked, once again, what the problem was. When I tried to explain everything that had led up to the return I was interrupted repeatedly and treated very rudely. When I followed up with Dan's promise of a replacement I was told by Ron that I would not be receiving one. Of course this was very upsetting as there was a blatant mis-communication between employees in the store. I would not have sent back the controller to be repaired if I could have had it done locally. I know that that the repair could have taken weeks or even months if done so. The only reason I agreed to send back the controller is because I was promised a replacement. If I was told by Dan on 1/19 that they would be sending it back to Vestax for a repair I would have opted for having it repaired at my local service center which would have obviously been more time efficient. When I pressed this issue with Ron I was yelled at to "calm down" several times. After 20 minutes on the phone, Ron seemed to have gotten impatient with talking to me and began to refuse to offer any help at all and would send back the controller as is.
To put it bluntly, I am very fed up dealing with this issue and PAS's employees because of their inconsistency, deceit, disrespect & lack of communication with each other. I understand a store's policy is very important so if its employees are going to make verbal agreements with their customers then fail to follow through, that is just pure deception. I want a full refund for the item or a replacement as promised on 1/19 with my conversation with Dan. As of right now it has been 3 days since I have last called and left a message and have yet to receive a call back regarding my message.
I urge everyone to never buy anything from these people, I have seen several complaints on forums of similar situations with this Ron Wolf character and can only deem this company to be full of scams.
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