ComplaintsforPhoenix Android Radios

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order # PAUS4590 12.1 Android 9 / 10 Vertical *********************** for Jeep Wrangler JL continue to have issues with the radio I purchased from Phoenix Automotive , ********* is continuing turning off and causing problem with the 2020 Jeep Wrangler . Phoenix Automotive will have me download updates and say this will fix the problem. ********* is defective and I should not have continue to be put in the situation that my 2020 Jeep Wrangler is not operate correctly from the defective radio that Phoenix Automotive is selling to people .

  Business response

  04/15/2024

  We have sent you a shipping label to return the unit and all the items to exchange. Please follow the email to send back the unit and we will send you a replacement. Thank you.

  Customer response

  04/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a radio ORDER PA248616 from their website on 4 Feb 2024, to which I was quickly informed that I would have to choose another model, which they even upgraded. It is now 26 Mar 2024, and I am still waiting on my radio. No date of when the unit is expected to ship or arrive, only that they are waiting on a harness. Attempts to email have been unsuccessful. I feel like I got scammed at this point.

  Business response

  03/28/2024

  We are sorry for the delayed shipping. The lack of the material cause the delayed. And we have the unit in stock now. If you want to continue the order, we can ship it as soon as possible. If you don't want the order, we will cancel it and refund you.

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please ship the unit as soon as possible. 

  Thank you!

  
  Sincerely,
  
  *********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a radio from phoenix automotive on 1/22/24 with expectations of 8-10 days for shipment as stated on business website, I emailed requested vehicle information on 1/24/24. I have yet to recieve my order. I have logged in to account and order ******** states fullfilled. and paid. There is no tracking number. I emailed company with a request about order on 2/2/24 and did not recieve a response. The company sent an email on 2/9/24 asking me to review a product that I have yet to recieve. I have attempted to phone the company three seperate occasions and there is no answer. I would like an update about my purchase or my money back.

  Business response

  02/23/2024

  Sorry for the delay, we have already shipped out the unit on February 13 and now the unit has been delivered, the reason why we did not process to ship the order in time is because the unit has out of stock previously, and we have a Chinese Festival holiday from Feb 4 to Feb 18, not long after unit arrived, we were ready to go on holidays, so we arranged to ship from the US warehouse. So sorry for your inconvenience, please confirm if you have received the unit, if you have any questions, please feel free to contact us.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  BUYER BEWARE. exteremly shady. I order an product through them today on 1/9/24 and decided a couple hours later to cancel the order. Upon further review there was no way to just cancel the order online... only place an order. So I sent them an email via their link they provide to request to cancel and I tried to contact them via phone. I called multiple times and was on hold for a min. of 20 mins each time. They would finally answer but say nothing and then eventually they would just hang up. After my 3rd attempt I was finally able to speak to someone but they don't actually work for the company it's some type if call center and they were not able to cancel the order either but they were able to put in a request to cancel same as I was via email. Basically there is no way to cancel order unless you do it via email request which they say is a 24 hour turn around. Don't believe it. To be a smaller company and to grow you first have to gain trust in your consumers who step out and take a risk on you and your company. This company is way to shady please BUYER BEWARE. I still have no idea if my order is canceled due to not being to actually contact the company.

  Business response

  01/27/2024

  Sorry for your inconvenience. When the customer want to cancel the order and contact our customer service, through the email or call. The customer service himself don't have the permission to cancel the order directly, we will send the link of order cancellation form for customer to fill it. And then, when we receive the request, there is a dedicated agent responsible for cancel and refund the order. The order will be canceled and refund later.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Stereo came With no instructions and no manual I cant even get the heat to work.just looking for a manual not in Chinese

  Business response

  01/12/2024

  We have provided installation video for customer, here is the link: ****************************************************. If customer has any other questions, can feel free to contact us for help, we can communicate via email or phone call. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Date of the transaction was 12/09/2023 I've been waiting for them to send out my stereo but they kept giving me the runaround asking me the same questions over and over even after I responded to the questions with a full answer. I said I wanted the tracking number after its been 13 days and they kept asking me what kind of sync capability is my car....which I gave them all the info at the beginning of the transaction. I told them to cancel the order before they send the unit out(if they ever was) because I don't want to pay for a return shipping fee and a restocking fee. I've seen from other recent reviews that this company does do that....I just want them the refund me its been 15 days since I placed the order and still haven't gotten a tracking number.

  Business response

  01/05/2024

  The order was placed on December 9, 2023, customer provided the vehice information on December 11, but did not provide the **** interface of the unit for us to check since customer purchased the ********************** 9 unit, which needs to confirm **** and OEM host, so we sent the email on December 18 to confirm, then customer requested to cancel on December 23 due to long wait, after we got all the vehicle information, we need 1-2 weeks to process, the order may be sent out sooner or it may take longer. because our units need to be customized according to the vehicle information, need to prepare the compatible harnesses for customer, so the time is still within reasonable processing period.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Android Screen for my 2016 ***** Tahoe in late October and paid for expedited shipment and didn't receive my product for 3 almost 4 months later, because the product is coming form overseas. Once I installed the product in my vehicle I began having issue with the product, first screen was missed aligned, second the volume for the radio stopped working. Its was half dozen tech calls and every time we did a software updates/downloaded nothing worked.Finally their lead tech determined that the unit was faulty and need to be replaced. I was fine with this as it was still covered under warranty. The next day I received an email on how to send my unit back and once they received it they would send me a new one. Keep in mind this is a radio in your car so it is no easy task to removing the radio as you have to take apart most of the dash and panels to do so. I called them and informed them that I also sold the factory radio because I didn't think I would need it anymore because the radio replaces it. Also note that the radio controls the heat and air conditioner so I informed them that I cannot afford to not have my radio or AC in the summer. I told them to please send me a new radio and once I receive the radio I will send back the old one. They told me that in order for them to do that they would have to charge me 80% of the cost of a new radio and then when they received the old radio they would refund me my money. That's when I told them no and that's not acceptable and I would file a complaint. Their is no protection for the consumer, they expect me to pay again after they sent me a faulty unit. So I paid for a product that is faulty for which they acknowledge but they expect me to pay again for them to send me another unit. These units are not cheap it cost me over $700. All I want is for them to send me a new unit and then I will send them their faulty unit back. I don't understand why they need to charge me again when I have already paid!!!

  Business response

  08/28/2023

  1. Customer stated that" paid for expedited shipment and didn't receive my product for 3 almost 4 months later"

  Our answer will be: The expedited shipping fee paid for the express shipping process( Shipping time), the order preparation time will not effected y them since the preparation time is influenced by the stock and production.

  2.

  We have 2 way to process the exchange:

   (1). Customer can send back the original one first, and we will send out a replacement after receiving it.
   (2). If customer prefer to receive the replacement sooner, they may put down a security deposit, and we can send out a replacement before customer return the original one. We will refund the deposit once we receive the original one customer send back.

  This exchange way is reasonalble since if we send out a exchange unit to customer without deposit, how can we make sure he will send back the original one?

  We have this kind of fraud before, and that customer only paid for 1 unit but he got 2 of our units, since he never got back to us after he got the exchange.

   

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a 10 inch touch screen radio unit for my daughters car, I received the unit a few weeks later and had it professionally installed. During the installation the car audio place contacted me and informed me that I purchased a defective unit. I contacted Phoenix automotive and requested a new unit. They gave me the run around for several weeks and after 40 e-mail correspondence they told me to return the defective unit and they would replace it. I returned the unit and waited 3 weeks. I emailed again and asked for my replacement unit. I finally received my package from Phoenix automotive only to notice that it was the same box I shipped the defective unit to them in. I opened the box to find the exact same defective unit I returned to them a month earlier so they could send me a new unit. I know this is the same defective unit because after the multiple back and forth emails I knew I was dealing with unprofessional and dishonest people, I marked the unit before returning it so others would know its defective. In short, this dishonest company agreed to send me a new unit but instead tried to pass the same defective unit back to me.

  Business response

  08/01/2023

  The customer bought the open-box unit back on December and submitted the screen issue on May.
  
  We inform him to send back the unit to have an exchange or repair on May and send him a return label on June.
  
  The customer is not willing to pay for the deposit so we need to wait for him to send back the original unit then we send the exchange to him.
  
  After we receive the unit he sent back, we repair the unit and ship back to him. 
  
  Since the customer bought is open-box at the first and he has used it for half year so we are not possible to send out the brand new unit.
  
  If the unit customer received can not work, we can still **************** or repair. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had originally put in an order for an Android 10 screen for my 2012 RAM **** on July 2, 2022. I did not receive the order until October 20th. I was unable to install it until about December 17, as we just moved into a new house and I was also working out of state. The unit worked great until the screen started glitching and failed completely by January 24.I attempted to get technical support for the product, and the support provided no remedy. They then agreed to provide an exchange with a refundable deposit. I paid for the deposit, but didn't receive the product *********** June 5.I installed the product immediately, and it did not function upon installation. The screen did not have a display - although it did make noise. I submitted a ticket for a tech support session, and that didn't happen until June 22. I performed the suggested actions, and it did not repair the unit. With all of the delays and poor customer support, I requested a refund for all the products, along with a return label to send back the units. I still have yet to receive a reply despite COUNTLESS e-mails. The customer service has been terrible, the shipping times did not reflect expectations at all, and it was an exceptional amount of money for the incredibly low functionality of the product. I want a refund, and I want these units returned. I do not want to keep trying with their products. It is far below satisfactory.

  Business response

  07/19/2023

  1.Customer stated that" originally put in an order for an Android 10 screen for my 2012 RAM **** on July 2, 2022. I did not receive the order until October 20th."

  -That is true, but it is because the customer bought the ********************** 9, 4+64g at first, we told him the android 10 6+128g is available soon. we can provide free upgrade to him if he is willing to wait, and he agreed.

  And we can only provide full refund after he receive the unit within 30days. He installed the unit more than two months after receiving the goods due to personal reasons. So it is not fair that we should responsible this.

  2. Customer stated that" I attempted to get technical support for the product, and the support provided no remedy"

  -That is not true, our tech did check the issue and found out it may be the hardware issue. That is why we send return label to customer to have an exchange on 31th January.

  3. I paid for the deposit, but didn't receive the product *********** June 5

  -Yes that is true, customer paid for the deposit on Feb., but since we don't have unit in stock, we fulfill in on MAY. AND CUSTOMER RECEIVE IT ON JUNE.

  Since customer has waited for three months, we will also extend three-month free warranty for him.(According to our policy, we can provide 1 year free warranty.

  Since customer stated that the second unit is also damaged, we will still offer free exchange, but we can not provide refund since the first unit he received has passed 30days when he submitted the unit issue.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  order number PA229782 Since the day I installed this unit i had nothing but problems. Literally hundreds of emails, calls and other correspondence trying to resolve the issue. I really wanted to own and use the product but there were too many issues. Reboots, lagging, dropped calls. Glitches with apple play. I finally get them to accept the return of the unit then they tell me they will not refund me and only exchange. They have $833.99 of my money not to mention all the time I had invested trying to remedy the situation. All i want is my money which is rightfully owed to me. They have their unit and my money.

  Business response

  07/07/2023

  Sorry we certainly can not issue the refund since the unit was delivered on August 2022.

  We mentioned clearly in our return policy that the full refund can only be processed within 30days.

  Right now we can only arrange exchange

  Customer response

  08/24/2023

  PA229782 Here we go again. So they sent me another unit that was in worse shape than the original. Missing screws, wires hanging out, scuffs all over the unit. I was told that the wires hanging out was "normal". I returned this unit also over a month ago and they have not replaced it. I want my money back. You have stolen my money. I DO NOT CARE about your return policy because you never delivered me a satisfactory product. This has been a complete joke of an experience. You have officially stolen my money. You and your company are a bunch of thieves.

  
  

  Business response

  09/04/2023

  This customer received the unit on August 2022, On January 2023, he submitted the screen issue, which can not be solved, so we have arranged exchange for him.

  The customer has used the unit for about half a year, and he said we should exchange a brand new unit for him, which is not reasonable base on our policy.

  We can only exchange for open-box unit since he has used it about six months.

  Customer response

  09/05/2023

   
  Complaint: 20243741
  
  I am rejecting this response because

  they sent me a physically damaged unit. I returned that one as well. They sent the exact same damaged unit back to me again! They never provided me with a satisfactorily functioning unit. They have wasted 1.5 years of my time. Their return policy does not mention never supplying a satisfactory service or unit. I no longer need the unit because I had to spend even more money to buy a different aftermarket unit. This is the worst company I have ever dealt with . I want my money back. I would even settle for 75% of my money just to never have to deal with these people again. 
  
  Sincerely,
  
  *********************

  Business response

  09/07/2023

  We have sent this customer a return label again to have the third exchange.

  Customer response

  09/07/2023

   
  Complaint: 20243741
  
  I am rejecting this response because:
  I dont want anything to do with your garbage company you have wasted an immense amount of my time. I want my money.
  Sincerely,
  
  *********************

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