The DJDeals.com saga... - TranceAddict Forums

TranceAddict Forums (www.tranceaddict.com/forums)
- DJ Booth
-- The DJDeals.com saga...
Pages (3): [1] 2 3 »

Posted by KristineClub on Apr-09-2007 22:04:

The DJDeals.com saga...

Ok, I posted on here a couple days ago about this and felt it necessary to share with everyone the end result...

Originally posted on Myspace:

Do not do business with DJDeals.com! This is the email exchange I had with them:

---------------------------------------------------------------------------------

From Me:

Hi, I received my Allen & Heath Xone 62 today and none of the
channels seem to work. I have owned a 62 for over three years now so I can't imagine I'm doing anything wrong. I can't hear a signal unless I listen through auxilary and even then I can only barely hear it but I still do not see a signal on the individual channels or on the master. Everytime I push any of the cue
buttons the master clips and there's a loud pop in the headphones. When I listen through my headphones and twist the auxilary knobs there's a lot of noise. None of the xfader x/y LEDs work. The VCF filter knobs feel loose. Those are all of the problems I have noticed so far but I've only examined the
mixer for half an hour.

Please contact me as soon as possible. My name is Greg.
Thankyou.

-----------------------------------------------------------------------------

From DJDeals.com:

Allen & Heath will be in touch about a replacement.

------------------------------------------------------------------------------

Now, they don't seem too concerned do they? It's like they do this everyday; sell bad equipment that's supposedly "guarenteed brand new" and then it's the manufacturer's and the customer's problem. Shady, shady, shady. I mean, what am I supposed to do, sit on my thumbs and wait for someone to call me?? I don't think so! I'm sorry but I'm out $900 at this point! I'd like a little more reassurance that the problem will be fixed and fast!

Keep in mind that all their business is done online so they don't even have a phone number. They even make it a point to be known on their website that they don't communicate over the phone. Read on...

------------------------------------------------------------------------------

From Me:

I just dropped nearly a grand on a piece of equipment that does not work. I would expect more than just a one sentence email that tells me nothing more than that I should be expecting to be contacted by some one else. If this is the way you do business, it's no wonder you don't give out a phone number!

I'm one of the oldest members of tranceaddict.com and to tell you
the truth, I hardly ever hear anything negative said about your website and so I felt safe doing business with you. However, all it takes is one post for a thousand people to know the raw deal I got. Needless to say, if I don't hear from someone with some useful information soon, your name will be a little less perfect on one of the most popular DJ sites on the web.

I would like to feel a little more assured that someone is actually
concerned that this is my first experience with DJDeals and I've received a dead mixer. If at all possible, I'd like for someone to reach my cell phone at ***-***-****. I'm not a hard person to deal with but you have to understand that $900 is not pocket change to me and I have some gigs coming up that I would like a new mixer for. Thankyou.

-Greg

---------------------------------------------------------------------------------

Yes, I know, I sounded a little arrogant but my blood was boiling when I realized the mixer that I had been anticipating was useless and I couldn't believe how arrogant these people were being! Continue...

--------------------------------------------------------------------------------

From DJDeals.com:

Allen & Heath will be in touch about a replacement. Dealers do not handle replacements, the manufacturer does.

If you don't trust the manufacturer to do what they do for a living, you are more than welcome to email them directly, but they handle these issues every day with flying colors, and you have nothing to worry about.

You can contact them directly here:

[manufacturer's email address]

--------------------------------------------------------------------------------

Does anyone else sense an attitude? Am I overreacting?

--------------------------------------------------------------------------------

From Me:

Thankyou. I understand but it's not the manufacturer that I do not trust at this point. At least now I have someone to contact about it instead of just having to sit around and wait. I know now who to avoid next time I'm shopping for equipment.

--------------------------------------------------------------------------------

Brief and to the point, right? Did anyone have problems understanding what I meant by this email? Well, if you did, you're an idiot and you need to go back to school and study the English language some more and you're not alone...

--------------------------------------------------------------------------------

From DJDeals.com:

Sorry, nobody knows what this email means. We shows an email reply to every email you have sent, not sure why you are complaining, but if you want us to tell Allen & Heath not to assist you, we can certainly do that.

--------------------------------------------------------------------------------

Wow. Now I had spoken to a very nice and helpful lady from Allen & Heath earlier today before I read the email above so I knew that they already had the ball rolling on replacing my mixer...

--------------------------------------------------------------------------------

From Me:

Well, that's real professional now isn't it? You guys are unbelievable. I've already spoken with Stephanie from Allen & Heath about replacing the mixer so I guess I'm just one less customer you get to completely screw because, unlike you guys, Allen & Heath are professionals and know how to take care of their customers. Now, you can either continue to badger me or you can have a nice day.

--------------------------------------------------------------------------------

I don't think this guy was having a very nice day...

--------------------------------------------------------------------------------

From DJDeals.com:

How do you think Stephanie got in touch with you?

We told her to.

Stop pretending that you have something to complain about, just so you can complain.

--------------------------------------------------------------------------------

Whuh? *jaw drops*

Are ya kidding me?? Can you believe these people??? The nerve! I'm literaly shaking as I write this...

--------------------------------------------------------------------------------

From Me:

Jesus this just keeps getting better. I can't believe a company would treat its customers this way. Ok, I have NOTHING to complain about, you're right. I mean, it's not like I've received a mixer that's absolutely useless. It's not like when I contacted the people who sold it to me they didn't apologize for the inconvenience or assure me that they would keep me posted and make sure it was made right. It's not like I've been getting abusive emails from that company when I try to communicate with them about the problem so you're right! WHAT THE HELL DO I HAVE TO COMPLAIN ABOUT???

Fine, you obviously have nothing better to do than sit on your ass all day and abuse customers over the internet and this is probably your only source of amusement so if it makes you feel good about yourself, keep on but just so you know, I won't be reading anymore of your emails Thanks for the professionalism.

---------------------------------------------------------------------------------

End of story. Now, if you think I overreacted, I want to know. If you think I was right on, please share with me your frustration. If you've had a similar experience with these scamsters or know someone who has, I want to hear about it.

If this has made you as angry as it has made me, feel free to post this on as many music forums as you can think of. Make it a bulletin here on Myspace. Post a blog about it. Do as I do as I lead you on a quest to dismantle and tarnish the name of this evil empire, this corrupt corporation, this outrageous outfit, this...

DJDeals.com.

Posted by tubby on Apr-09-2007 22:34:

totally unprofessional from them, and certainly not something that would give me any confidence to purchase there.

Posted by Jarvmeister on Apr-09-2007 22:44:

To be fair I think you went inover the top a bit quickly.

There was clearly no 'shady' operation on their part, and they never scammed you so why call them scam masters? OK they could have reassured you and been a bit more forthcoming with intended progress, but you didn't give them a chance to see the error of their ways before becoming the big I AM A CUSTOMER AND I AM RIGHT. If I was them (and I make deals worth several thousands of pounds each day) I'd have been less inclined to assist you because I wouldn't have liked your attitude. Someone a little more polite would have gotten my very valuable time.

They said they'd get A&H to contact you. Then A&H contacted you. So whats your problem?!?!

I don't think this should discourage people to buy from them.

I understand you are angry, but hey - everything's gonna be juuuust fiiine! Deep breaths now!

Jarv

Posted by jdat on Apr-09-2007 22:53:

sorry but you're a tight ass

Sure I get the fact you would like your equipment to work fine the first time around but you got yourself all worked up over them replying:
"Allen & Heath will be in touch about a replacement."

Were they supposed to sugar coat it? Tell you they were sending roses to A&H so they would expedite the process?

You got your reply about an A&H replacement fairly quickly after you contacted DJdeals or at least you didn't make any comments about waiting for their first reply....

I can understand being pissed about the equipment but djdeals can't do much of anything.
In regards to the whole RMA process for example that can only be validated by the powers at be which usually tend to be the manufacturers directly on such type of equipment so the store can do nothing.

You're a stupid jerk who takes everything personally and can't understand that people can't spend their day patting you on the back to reassure you in your insecurities.

Posted by trancintaiwan on Apr-09-2007 22:59:

yea.. pretty much, i think the point that the guy from djdeals was trying to get across was, that if the product is dead on arrival, that is allen & heaths fault, so you're supposed to contact them for a warranty exchange, not dj deals. they are merely a vendor who is selling equipment from the manufacturer to the consumer. i guess djdeals could've explained it a bit more clearly, rather than a terse one sentence response.

either way, i've bought headphones and a cdj from them... never had a problem.

Posted by KristineClub on Apr-09-2007 23:05:

Ok, it's fine if you think I'm a tight ass or a stupid jerk or whatever. I admit, I may have jumped the gun but what you can't deny is that these guys do a horrible job of helping their customers.

I waited tables for ten years and I know that that's not the same as making several-thousand-dollar deals but at the end of the day, I had sold as much as $5,000 worth of product and I treated every single customer with the respect they deserved. If something was wrong with their order, if they didn't get what they asked for or their steak was over-cooked, even though it may not have been my fault, "I'm sorry about that, I'll get it fixed for you" was always the appropriate response. That's how a well-respected company earns its good reputation.

Posted by jdat on Apr-09-2007 23:15:

you're right and you're wrong

most companies when dealing with mail order will not go the extra mile with the dialogue ... should they well that's a different debate.

When I worked in the electronic parts service and repair distribution business we dealt with crap like that all the time and the usual response we'd give was " we are contacting the manufacturer and we will let you know".

I can't believe you are getting so worked up about their "presentation" when they have done everything to solve your problem as quickly as possible.

Posted by nefardec on Apr-09-2007 23:47:

completely unprofessional on their part. mabye someone had a bad day

but you were way out of line by continuing to push it - you should have just talked to a&h and left it at that!

no use in fighting

Posted by saltytheseagull on Apr-10-2007 02:55:

I think they should've done more. It's not like you spent $50.

Posted by nchs09 on Apr-10-2007 02:59:

they should of done more i think, but brining up tranceaddict was nerdy/toomuch/lame

Posted by Import on Apr-10-2007 03:49:

quote:
but if you want us to tell Allen & Heath not to assist you, we can certainly do that.

Yeah from then on they lose their professionalism, especially when he starts to complain about you complaining, that really isn't the mature way to handle business.

But then end fact is they did get A&H to contact you, so they technically did the job right, just need to work on the customer service.

Posted by Rippey64 on Apr-10-2007 08:53:

Their email answer are professional, you told shit to them, and they are still soft with you.
How do you think they have so good price ? they are just sending stuff from manufacter to you. they probably does not have any stock.
If you want good customer service, go to your local shop, but the price will not be the same. All services have to be paid, nothing is free.

Posted by Hasneez on Apr-10-2007 14:51:

http://www.pricegrabber.com/rating_...rec=200/page=9/

http://www.shopping.com/xMR-DJDeals...300193~S-2~PG-8

http://www.shopzilla.com/6B--DJDeal...t--3__start--50

Posted by Mr.Mystery on Apr-10-2007 15:26:

You're an idiot who just argues for the sake of the argument.

They should had just ignored you completely. I feel ashamed of being a part of a community you associated with this.

Posted by Nemesis44 on Apr-10-2007 15:58:

Actually I'm with the forum starter on this.

When you purchase an item from an outlet they have the obligation to ensure that you get a product that works for the purpose it was intended for and if not then you have the right to return this product for either a refund or exchange for a new one.

This does not mean that you should be turned away to the manufacturer.
I would actually consider checking this with your local laws and consumer groups but I'm sure this is not right, perhaps someone else knows?
In the UK this is not acceptable and the company that sold you the faulty merchandise needs to ensure that you get a working replacment or a refund. The fact that they sold a faulty product is their problem to be taken up with the manufacturer. That's partly why they are getting your money.

This is very shit customer service from their part. They also are very quick to assume that it's nothing to do with anything from their part.

Although I do think that you might have tried a softer approach after their first response. Simple rule of thumb though is to read as much about your rights as you can before you contact a company. If on the third attempt you haven't had any response that's when the fighting talk starts. Very often a lot of companies do want to help you and may actually find it harder to feel the motivation if you get aggressive early on.

Either way, you still have your rights and I would urge you to find out what they are as you may not have to contact A&H, but may be entitled to a replacment directly from the selling party. (Can't promise this but check)

Just my thoughts on the matter.

Cheers
Nem

Posted by Soundwerks on Apr-10-2007 16:29:

As the North American distributor for ECLER, DJDeals is a good customer of mine. I cannot directly comment on their customer service or this situation, but I do know when a similar problem arises with an ECLER product, the are quick to contact us and let us know there is a problem with a defective unit, and give us all the information to contact the customer.

Retailers have nothing to do with the warranty service, the distributor/manufacturer does. If they feel obligated to, they may do an exchange for a new unit, and send back the defective one, but this will mean taking a new one from their stock, sending the defective one back, waiting for it to be repaired, and then reselling the refurbished one.

Also, DJDeals (like most online retailers) receive HUNDREDS of e-mails a day, so sometimes they dont have time for a lenghty e-mail.

I'm not saying all this in their defence, or that theyre right or youre right...just stating how it is.

Posted by skip on Apr-10-2007 18:53:

i too think that you're wrong here. sure they could have been more friendly. but i really do think you got worked up over pretty much nothing. and when you started being unfriendly they went the same route (bad decision on their part, but you had it coming).

Posted by exposureshow on Apr-10-2007 19:47:

quote:
Originally posted by Nemesis44
Actually I'm with the forum starter on this.

When you purchase an item from an outlet they have the obligation to ensure that you get a product that works for the purpose it was intended for and if not then you have the right to return this product for either a refund or exchange for a new one.

This does not mean that you should be turned away to the manufacturer.
I would actually consider checking this with your local laws and consumer groups but I'm sure this is not right, perhaps someone else knows?
In the UK this is not acceptable and the company that sold you the faulty merchandise needs to ensure that you get a working replacment or a refund. The fact that they sold a faulty product is their problem to be taken up with the manufacturer. That's partly why they are getting your money.

This is very shit customer service from their part. They also are very quick to assume that it's nothing to do with anything from their part.

Although I do think that you might have tried a softer approach after their first response. Simple rule of thumb though is to read as much about your rights as you can before you contact a company. If on the third attempt you haven't had any response that's when the fighting talk starts. Very often a lot of companies do want to help you and may actually find it harder to feel the motivation if you get aggressive early on.

Either way, you still have your rights and I would urge you to find out what they are as you may not have to contact A&H, but may be entitled to a replacment directly from the selling party. (Can't promise this but check)

Just my thoughts on the matter.

Cheers
Nem

I believe this is the most well-rounded and thought-out response to this thread. If this situation would have happened to me I would have responded in very similar fashion and I honestly believe that most of you who responded negatively towards KristineClub would have a different perspective if this situation happened to you. There are a lot of us out there that do not have a lot of money, but truly understand the value of our money and the services/products we pay for. This situation is clearly not what was originally paid for, and the level of customer service received was not what was expected by KristineClub. I am of firm belief that the world is not a fair place, but you have every right to call someone out on it if you believe you have been treated unfairly.

Also, based on DJDeals' response, I actually wonder if this is common place; if they are somehow making money off of buying crappy equipment, reselling it to you the consumer, knowing full-well that you the consumer will have to return the product to the manufacturer - which is actually considered FRAUD.

No matter what you think of KristineClub or his opinion, you cannot deny that this happened to him, and you cannot deny that this SHOULD NOT happen.

Posted by KristineClub on Apr-10-2007 21:46:

quote:
Originally posted by Mr.Mystery
You're an idiot who just argues for the sake of the argument.

You're right and your wrong, or should I say you're wrong and you're right. You will never hear me deny that I argue just for the sake of argument. I enjoy a good debate, hence me posting this thread.

But I'm not an idiot.

Here's how I see it (another restaurant analogy since that's what I know best)...

You go into a restaurant with your family and order an expensive steak. The meal comes and everything is perfect except that your steak is cooked well done when you ordered it medium rare. You politely tell the waitor that your steak is over cooked and without apologizing, he says, "the cook will cook you another steak" and walks away without even taking the steak away. The cook then comes out of the kitchen, takes the over-cooked steak and begins cooking you a new one. In the meantime, you're sitting there with nothing but a glass of water while your family enjoys their food and when everyone is finished with dessert, your perfectly cooked steak arrives.

Are you going to tip your waitor? Are you going to be angry that he never even said he was sorry you had to wait so long for your steak? I can't think of a single person who wouldn't be angered by that and judging by some of the hateful responses I've heard from some of you people, I'd say most of you would just smack the waitor in the face. When you tell the manager about your experience, he says to you, "why are you pretending you have something to complain about just because you want to complain?" (which were the exact words from whomever I was dealing with at DJDeals).

I can't understand why a company would treat a customer like that. I'll admit, after reading their first email, I may have overreacted slightly but I think I had a legitimate gripe, don't you? And the way they talked to me from that point on was just breath taking. There's no other way for me to describe it.

Posted by KristineClub on Apr-10-2007 21:47:

And yes, Mario, I am nerdy and lame

Posted by KristineClub on Apr-10-2007 21:51:

quote:
Originally posted by Nemesis44
the company that sold you the faulty merchandise needs to ensure that you get a working replacment or a refund. The fact that they sold a faulty product is their problem to be taken up with the manufacturer. That's partly why they are getting your money.

I appreciate your comments but to be fair, they have done their part to contact the manufacturer and get a new console to me. However, my complaint has to do solely with their lack of personal service. If you disagree with me and feel that they don't owe me any kind of apology, that's your opinion but it's not like I'm looking to have my steak comped or even discounted. Just a few simple words would have been sufficient.

Posted by Max Thomson on Apr-10-2007 21:52:

quote:
Originally posted by jdat
sorry but you're a tight ass

correct

i've dealt with djdeals many times and they have been nothing but professional with me. I understand you were annoyed at paying that much money for a lemon, but DJDeals did exactly what they were supposed to do. True, they could have apologized for the inconvenience, but that won't get you a new mixer any faster, will it?

Posted by KristineClub on Apr-10-2007 22:04:

Sure, I'm a tight ass. I'm not one to deny anything anyone has to say about me that is true. I am a tight ass. I don't know about you fellas but I don't like getting fucked in the ass (no offense intended toward my homosexual friends in the forum).

By the way, thankyou, Hasneez.

Posted by shaw on Apr-10-2007 22:35:

Posted by charlie lloyd on Apr-11-2007 03:15:

Pages (3): [1] 2 3 »