Complaint Poor customer service. We took our vehicle to CarTronics in March of this year to have a DVD video system installed. The manager prepared a bid and we agreed to the terms. They ended up putting in a no-name system because they said the name brand that we had agreed to wouldn't fit in the dash. We paid brand name price for off brand product. The system has worked properly from day one and CarTronics isn't standing behind it particularly well. The last time I took it in (because the player was freezing up) the technician reprogrammed my wireless headsets so I have to jump through a bunch of hoops to get those to work. The technician did this out of spite because CarTronics didn't want to stand behind their product.
Desired Settlement We would like to have the system fixed and every time we've taken it to them we come out worse than when we started.
Business Response Contact Name and Title: ****** **** - GM Contact Phone: XXX-XXX-XXXX Contact Email: ******@cartronics.biz Ms. ******,
I apologize that you have had trouble with the DVD that we had installed for you 2/22/14. I am aware that we had to install a ********* DVD player in place of the ******** one which was originally quoted to you. We did this because it would mount better in the dash with it's supplied cage mount as opposed to the ******** DVD player's bracket mount. I can see from our records that you had to bring your vehicle back on 5/1/14 because you were having an issue with the audio through the wireless headphones, which we were able to resolve for you that day. I have record of you coming in on 5/24/14 to have us change some wiring of your headrest monitors which was unrelated to our original installation. The final record I have is your visit on 8/8/14, which is when you brought it for your source button on the TV monitor getting stuck and the DVD player freezing up. We made you aware on that day that it appeared that the failure of source button on the monitor was due to abuse, it appeared it had been struck heavily not in the course of normal use, however we were happy to take the monitor apart and fix it for you at no charge. We also allowed the DVD player to play two full movies in our shop (4 hours or so) and were not able to recreate an instance of the DVD player freezing. We stand behind all of the products/brands we sell and pride ourselves on providing superior customer service. We were not notified that you were still having issues with the DVD player or we would have been happy to schedule an appointment to have the DVD player replaced under warranty. ********* is a reputable manufacturer of in-car electronics, however if you are not comfortable with this brand I can replace it with a ********* model which which is another familiar brand name in the car electronics industry. Please contact myself or ******** the store manager at the Cool Springs location, to let us know when the vehicle can be available to us to have your issue resolved.
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