Performance Audio: Great Customer Service!

As I shared in my last blog, I was referred to Performance Audio to get my automatic car starter fix. There I met and was very impressed with the owner, Kenny. His prices were fair and he communicated professionally; keeping me in the loop about my car (much unlike Audio Junction). Kenny ended up needing my second key to finish the repair, but I had no way to get it to him. He sent someone to pick it up who called to let me know he was on his way and showed up when he said he would. Audio Junction had previously told me that every time I would start my car with the automatic starter they installed, it would make my car alarm go off, so I would have to hit the unlock and lock buttons on the remote. This was annoying to say the least. They said there was no other way. When I verified with Kenny that this was the way it had to be, as I left, he said to bring it back and he would program it to operate properly for FREE. I ended up needing a few parts to make it work and it took a little longer, but now it operates better than before and was a relatively cheap fix. If you have any car audio or tint needs, definitely hit up Kenny at Performance Audio. His business is a great example of customer service and quality work!

The Car Starter Saga Continues

Earlier this year, I chronicled my car starter saga with Audio Junction.

Here are the three previous posts to give you some background: 1) Bad Customer Service Experience, 2) Audio Junction Issues, and 3) Last Chapter of the Car Starter Saga.

I regret to inform you all that the saga still continues.

Towards the start of warmer weather, I noticed the starter wasn't working properly; starting then dying. Over summer, I obviously didn't need it so, I didn't really think about it. Well, here in Kansas, we've already encountered a lot of cold weather and the starter still didn't work. So, I called Audio Junction, now AJRS and was told that they don't do car starter installs anymore and couldn't help me. I would have to pay to have it fixed elsewhere. They recommended I contact Performance Audio (more on them in a future post) to have them look at it. The result: well in the beginning, Audio Junction improperly attached a key needed to make it work and as a result it fell out and got lost. Of course, when I talked to AJRS they didn't mention that it was their fault it fell out in the first place. Now, I had to give up one of my two keys to make it work. When I asked AJRS to replace the key, they "couldn't make the call" because the owner was in Mexico on vacation for two weeks. You may remember from my previous posts that the owner was not professional and never got back to me about a partial refund like he said he would. The employees said it was very likely that he would say no, since it's been almost a year. I think, they should do the right thing and replace the key, but doubt they will. I just want it working and to end with as many keys as I started with. *Sigh!

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Last Chapter of the Car Starter Saga

I'm so tired of this drama. Two weeks ago, Audio Junction, the installer of my car starter, said they'd call me to set a time to replace the screw they lost. No shock, they never called, so I called them. No response. I texted and a couple days later got a response. They said they could come to my work during the day, but they always texted at 5:30 asking about doing the repair. Finally, we set a day, Thursday at 4pm. I had to text to remind them. They said they'd be there in 5 minutes, but they're always late so I went out at eight minutes and had to wait five minutes for them out in the cold. I texted the owner of Audio Junction who said he'd give thought to a partial refund and told him that not only had I had to remind the tech of our appointment, he was also late. I asked him to again think about a partial refund. No reponse from the owner. So much for "we feel bad about this and will make it right." The tech arrived and said he brought the wrong screwdriver, but would try to make it work. It took forever. The tech said the owner didn't want him coming at all to replace the screw they lost. Really bad customer service! So, it took EIGHT weeks to get my car totally fixed by Audio Junction! What a nightmare! I've made at least three dozen calls to their store in that time, it was exhausting and felt like a part time job. So happy to be through will them. Would you report them to the Better Business Bureau? People have told me I should...

Car Starter Saga

So, after getting my car starter installed, every time I used it, it set off my car alarm. Not cool! So, I made another appointment to take it in. So, they came up with that I would have to lock my already locked car before hitting the automatic start button. I guess, I'll have to live with that.

Also, despite that I repeatedly asked for some sort of partial refund, they never got back to me on that. This is despite the fact that they agreed they handled everything poorly. I've had to call them a minimum of two dozen times in five and a half weeks.

I'm still waiting for them to get the screw to put back in my steering column. They said they'd call in a few days about it and come by to put it in.

I hate that I'm the one who has to remind them things aren't complete. Shouldn't they be calling me? It's five and a half weeks since I had the initial install and we're still not done. Still frustrated.

Audio Junction Issues

I tell you, they could make a small mini series out of this!

So, I'm picking up where my last post about the about this left off ("Bad Customer Service Experience"). I called Audio Junction again about the key and guess what?! Somehow they now had two keys for it! So, the lady who said they never would've told me they ordered a key didn't know what she was talking about and indeed they had ordered one. We make an appointment for me to come in that Saturday at 3 for the rest of the installation. I show up and they said they had the wrong parts of the keys. They thought the appointment was the next Wednesday, but it wasn't. So, now I have to wait to hear when it comes in. They apologize for the mess it's all become. Apparently, the lady that worked there was fired for being mean to customers. The guy who called me to say they had broke the chip in the key apparently went crazy and quit; something about his girlfriend moving to Cali made him lose it. Love sounds scary...

Finally, the key comes in, but it has to be programmed. It's my luck that it can only be programmed at a VW dealership. The closest one is in Topeka. They offer to take it to Topeka for me. We agree on this last, Friday. They'll pick up the car at my work. We settle on that morning before a meeting I have or around lunch. Meeting comes and no call. Noon comes and goes, no call. The appointment in Topeka, which is an hour away, is at 2:30. At 1:30, I text the installer, I'd mainly been working out logistics with, and he's shocked the guy hasn't come by. Finally, the owner comes and gets it. They know I need it back by 5pm. At 4:45, I finally call the owner to see if I'll have my car back or if I need to arrange for someone to pick me up. He says he'll be there in 5-10 minutes. After waiting by the door for eight minutes, I decide to just go shut down my workstation for the day. No shock, he's late and doesn't come until after 5. Nothing like keeping the customer waiting. So, the keys are now programmed, but the rest of the install has to be done. They think it'll take an hour. I drop it off the next day, Saturday, at 11:15. I let them know that I need it by 2 for work. They say that'll be no problem. At 2, no one has called me, so I call them. It'll probably take 45 minutes they say. I let them know I have to be to work by 2:45. They said to stop by in 15 minutes and it'll be ready. I arrive about 2:15 and it's not ready; "almost done." I start to freak out because it's now 2:30 and I still have to go home to change. I'm panicked and don't want to be late to work. I also, can't call in to let them know I'm running behind, because there's no one to answer the phone. I finally get the car at 2:45. They lost a screw that I need to look for or they'll buy one to replace it. The installer wants to give me the low-down on it and talk, but I can't; I'm late. He said I could contact him if I have any questions. I get in the car and check before flipping a U-turn. I run up the stairs and leave the apartment keys on the car. I run back grab them and run up the stairs. One minute later, I've changed shirts, shoes, and grab a jacket. I make it in about 15 minutes late and apologize profusely.

Today was warm, so I haven't used the automatic car starter yet. I'm excited to try it. Somehow, I only have 1.5 keys, not sure how that happened or what I can do with half a key. I've talked to Audio Junction twice about getting a partial refund. It's been just over four weeks since I first took it in. I've probably called a dozen times. My parents are really upset with how much of a hassle everything was, as it was one of my Christmas gifts. I should hear back mid-week about the refund. Both employees thought I "should" get one. Definitely, an exhausting situation.

Any exasperating customer service issues in your world?

Bad Customer Service Experience

I'm a stickler for customer service. I especially think customer service is an important competitive advantage for local businesses. Generally, local businesses can't compete on price as much as big box stores, so they should focus on giving impeccable customer service.

For Christmas, I was given an automatic car starter. I was so excited! We've had such a rough winter already and just a couple of months ago it took me 15 minutes to break into my iced up car and only the back door opened. Yes, it also happened to be the day I was wearing a skirt. Thirty minutes later, I was able to head home and was quite cold.

We'd heard bad things about Best Buy regarding automatic car starters, so we went with Audio Junction. It's roughly 5 blocks from my apartment so it seemed like everything was a go. I took my car in for my installation appointment Friday, December 27. Install was to take 4 hours. Three and a half hours in, I got a call that they'd accidentally broken a chip they needed in my car key/remote. My other key was at my parent's so I couldn't pick it up. They said the installation part was done, they just needed the key for the final steps of the process. I said I'd bring my other key in the next day to pick it up. They said they'd order the key and it should be in early that next week. They said they'd pay for the key.

I went to pick up my car the next day and guess what, it wasn't ready. They knew I was picking it up Saturday. Why didn't they put it back together that night or in the morning? They told me it would take 10-15 minutes. Twenty minutes later I asked about it again. They again said it'd take ten minutes. Fifteen minutes later, still now car and they weren't giving me any updates, so I went into the bay and asked the technician. He said ten more minutes. A total of 45 minutes after arriving I finally got my car. I asked the technician about the key and he said they got a tracking number, but it hadn't shipped yet. They would call me when it arrived probably midweek. He also gave me the two remotes for the car starter and said that they would work to open/close my car. Later, I tried them and they didn't work.

Tuesday, we called to see if the key had arrived and were told they don't order keys. They said they never order keys, the customer has to do that and then they reimburse the customer. They said no one would've told us that. I told her that two people had told me about that. We'd hoped to have the installation all done by the time I went back to work. That wasn't happening. So, I ordered a key from the VW place in Topeka. I called Audio Junction to see if it came in, but the guy on the phone was new and didn't see it. Monday, I called again and still no key. Meanwhile, it was -9 degrees outside Monday when I went to work. The automatic car starter would've come in handy. So, I call the VW place and they said it arrived at the other Audio Junction location, Friday. An employee from Audio was supposed to take it to the location handling my installation. I call Audio and told them. They said they'd pick it up and call me a couple hours later. That was late this morning. Still no call.

The automatic car starter was not cheap. I definitely won't be going back to Audio Junction ever again. I'll let you know how this saga ends!

Any bad customer service incidents you'd like to share? I'd love to hear them!

Christmas List

My rather random Christmas list:

-Bright yellow potholders (I only have a right-handed Santa potholder that was just given to me).

-A silver toaster. I'd like to toast my bread.

-Clarks Purity Rose. I've dreamed up lots if outfits I could wear them with.

-Popsicle holders; I blame Pinterest.

-An automatic car starter; I miss my garage and I live in Kansas. Last winter:

-Cupcake pans; I also blame Pinterest for this.

-Tall brown boots

-Calf-length black or gray socks; medium thickness

Yes, I know it's very early to have my list ready, but in all honestly it's been ready for a couple weeks. I'm sure I'll be adding to my list. :)

What's on your Christmas list?




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