Drive In AutoSound

[Skywalker]

Thoughts... I have already filed complaint but would like to know if you would have as well?

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # 37019722.
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Filed on : December 24 2010

Filed by :
Michael
6060
Colorado

Filed against :
Drive In Autosound -

Complaint Description:

Kenwood KNA-G510 GPS "NEW" installed by Drive In AutoSound. Said brain or GPS was bad. Charged me $85.00 to install the Kenwood compatable unit to my Kenwood DDX-514 Stereo. I left and came home and decided to repeat the installation myself. End result this new Kenwood GPS KNA-G510 required a firmware upgrade which I downloaded from Kenwood to a SD card and inserted into the KNA-G510 and updated the firmware and everything works as should. As a professional shop they should have done this process and the manager told me on the phone today, 24 Dec 2010 they do upgrade firmware but how was they to know? Simple, they are in the business and I'm not... I took the entire radio out, installed the GPS, found the problem and in 10 minutes after discovering the firmware needed updated completed the job and it functions flawless. Called Shop Manager and told them it works and that I had reaccomplished the work and would apprciate if they could give me my money back for the failed work and he said no the work was done! Yes, but a failed attempt is a failed attempt. I was told it was bad and it was not! I paid good money and I'm a disabled vet and I expect better service and I expect great service but it's not there. The manager is responsible and I offered to demo the unit as fully functional and there is no doubt they know it works. Kenwood said if the brain was dead as Drive In AutoSound said; it would have a black screen and it did not... Drive In AutoSound should know this stuff and apparently do not or does not care and money is their goal even when failed at the install. Please help.

Your Desired Resolution:
Desire to have my $85.00 labor back due to failed install that I totally reaccomplished successfully. I also paid $179.00 for a remote that was needed for my alarm and they cost $52.00 online. Just seems they are doing poor work and charging way to much mark up on parts! $85.00 Charge is 1st line for labor on attached invoice.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.

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[Vonderbach]

If they have any concern for their reputation, they will refund the money. The BBB will contact them with an official complaint and then it's up to them. I have had two successful resolutions from BBB cases.

 

[Busa1166]

If they sold you the unit and then installed it and all the functions weren't working on the unit, I think they should give you your money back for the install. I don't see how they could let you leave the store with a unit they sold you and wasn't completely functioning 100%. If you brought your own unit and had it installed it's a different case imo.

As for the remote, price shopping should be done before you buy something not after. Don't see why you should get a refund because you found it cheaper some where else later. jmo

good luck

 

[Skywalker]

Bought the Kenwood KNA-G510 brand new off Ebay as it was $136 and Drive in Auto Sound wanted $650.00. The unit was brand new and not refurb and it was opened at their store. They had no problem taking in the job knowing I had my own new unit nor did they say they would not be able to figure out a firmware update and most likely new exactly what was wrong. The remote, I want nothing for that only my $85.00 for the install of the GPS for labor refund. Just mentioned the remote for good measure as they do price gouge and I new it was high. Since the manage even said they do firmware upgrades all the time then they know whats up and should have been all over it and not telling me the Kenwood/Garmin had a bad brain and it's on me. I figured... they should have and the tech said "time to call Kenwood". He should already know whats up as a professional working in a professional high price joint like Drive In AutoSound. I hope they give me my hard earned money back.... Just got back from a test drive and it works flawlessly!

If they sold you the unit and then installed it and all the functions weren't working on the unit, I think they should give you your money back for the install. I don't see how they could let you leave the store with a unit they sold you and wasn't completely functioning 100%. If you brought your own unit and had it installed it's a different case imo.

As for the remote, price shopping should be done before you buy something not after. Don't see why you should get a refund because you found it cheaper some where else later. jmo

good luck

 

[Vonderbach]

Bought the Kenwood KNA-G510 brand new off Ebay as it was $136 and Drive in Auto Sound wanted $650.00. The unit was brand new and not refurb and it was opened at their store.

Just to be fair, the retail price on that unit is $657.21. It amazes me that Kenwood has allowed for such a high margin, but I suppose that's pretty common in audio products. When I worked for Circuit City way back in the day, we routinely got 50% off our purchases with our employee discount.

As for your eBay purchase, if it's new, it's hot (as in STOLEN.) There's no way anyone made money on that legitimately. Or it was bought and sold by someone that never used it....that's a possibility I suppose.

 

[Skywalker]

I do see is is still selling but has gone up! This is mine and closed back I think 25 Oct 2010.

New Kenwood KNA-G510 Automotive GPS Receiver - eBay (item 250714608473 end time Oct-25-10 20:45:51 PDT)

Just to be fair, the retail price on that unit is $657.21. It amazes me that Kenwood has allowed for such a high margin, but I suppose that's pretty common in audio products. When I worked for Circuit City way back in the day, we routinely got 50% off our purchases with our employee discount.

As for your eBay purchase, if it's new, it's hot (as in STOLEN.) There's no way anyone made money on that legitimately. Or it was bought and sold by someone that never used it....that's a possibility I suppose.

 

[Vonderbach]

I would bet money that he's dealing in stolen goods. I looked at some of his prices and they're just ridiculous. Everyone else on eBay is selling stuff at twice the prices he charges. Somebody is missing some inventory. ???

 

[Goodwrench]

If you bought the unit from another source and took it in for them to install, that is what they did and what you paid for. They are not responsible for updating firmware on a unit that they did not sell. They had no way of knowing it needed to be upgraded. If it was still sealed in the box when you brought it in, any shop would have assumed that the radio was good to go. I guess now you know why it was so cheap on ebay. If the unit was installed, then you got what you paid for and the BBB will inform you of that.

 

[Vonderbach]

Wait....the unit you bought from eBay is the one that they installed? Sorry, I completely misunderstood. I thought you bought another unit from them too.

So ummm, yeah, what he said ^^^^^

 

[Skywalker]

I agree it was bought on EBay and as the manager even said today, sometimes depending on the head unit they have to udate firmware. I'm sure their stock may be a bit old and in need of firmware. Some head units other then my model it would have worked well with.. however, even as it was brand new, unopened, sealed just like the one they would have sold me for $650, their could also have had the need for an update. With their indication of a "NO NAV" was a bad head when Kenwood told me that means software and only a black screen would mean dead brain means they was not willing to spend the 10 minutes I spent to download and update as they removed it and called it dead. They even ask when I went there where I bought the stereo as it was maybe a problem as they didn't install it and that was just a feeling I had and they didn't come out and say it... my reply was and was true... it was in the car when I bought it 20 Oct 2010. Their response was OK! I don't have any feeling of "that is what I get from buying form Ebay" as I never thought for one moment of stolen goods or I would not have bought it. I guess we all see it differently and when I as a non radio technical guy fixed what a profesional shop should do with their eyes closed and cleaned up the wires and made them neat that is just the things I expected from them. I'm good to go with what ever the outcome is as I did get a great deal now that I realize it and it's installed and over with.

If you bought the unit from another source and took it in for them to install, that is what they did and what you paid for. They are not responsible for updating firmware on a unit that they did not sell. They had no way of knowing it needed to be upgraded. If it was still sealed in the box when you brought it in, any shop would have assumed that the radio was good to go. I guess now you know why it was so cheap on ebay. If the unit was installed, then you got what you paid for and the BBB will inform you of that.

 

[Poppy]

This might not go your way. The shop will likely reply they installed a unit, admittedly furnished by you, that was "faulty". They were probably not required to update your equipment. I agree it sounds like poor customer service and the manager should have handled it differently.

Good luck with the remediation!

 

[Skywalker]

I agree. I also agree that he boasted they flash firmware all the time so they are used to it. They wanted me to buy one from them at $650.00 I'll not lose any sleep over the $85.00 but its tipical American business and Customer Service now days.... get their money... all you can get from them. Do the job as quickly as possible and if you see any problems that will take you over the timeline then cut them loose and take that money. We have plenty of customers and don't need them.

This might not go your way. The shop will likely reply they installed a unit, admittedly furnished by you, that was "faulty". They were probably not required to update your equipment. I agree it sounds like poor customer service and the manager should have handled it differently.

Good luck with the remediation!

 

[Vonderbach]

I agree. I also agree that he boasted they flash firmware all the time so they are used to it. They wanted me to buy one from them at $650.00 I'll not lose any sleep over the $85.00 but its tipical American business and Customer Service now days.... get their money... all you can get from them. Do the job as quickly as possible and if you see any problems that will take you over the timeline then cut them loose and take that money. We have plenty of customers and don't need them.

Not to sound harsh, but I would not be very accomodating to someone that bought something from my competitor then came and asked me to install it. If you look at it that way, you might gain some perspective. Now, if the installation was botched due to their negligence, then I suppose that's cause for concern. It's really a matter of what was promised vs what was delivered. Only you and the shop knows what really happened.

 

[Poppy]

Not to sound harsh, but I would not be very accomodating to someone that bought something from my competitor then came and asked me to install it. If you look at it that way, you might gain some perspective. Now, if the installation was botched due to their negligence, then I suppose that's cause for concern. It's really a matter of what was promised vs what was delivered. Only you and the shop knows what really happened.

Valid point...but if you look at it from a customer service aspect, it's not much different than buying tires online and taking them to your local installer. They sorta frown on that but they will mount them. They know in this day and age people are looking to save $0.50.....In this case the OP saved some good $$$$ but the customer service level was a little weak. In this economy, I want customers coming back, not the BBB.

 

[Busa1166]

If you bought the unit from another source and took it in for them to install, that is what they did and what you paid for. They are not responsible for updating firmware on a unit that they did not sell. They had no way of knowing it needed to be upgraded. If it was still sealed in the box when you brought it in, any shop would have assumed that the radio was good to go. I guess now you know why it was so cheap on ebay. If the unit was installed, then you got what you paid for and the BBB will inform you of that.

+1 on this.

You brought it in to install and install is what you get, no way for them to be sure that it will or should work only thats it's installed properly. Hopefully they did at least that for ya. When they supply it, they deal with the manufacturer of that product. If there is a problem they put in another an send the other back as defective manufacturing. It happens, even if it's new in the box, keep that in mind when you go internet shopping for a deals.

This practice of buying from one person and having someone else install it is an easy recipe for disaster. Especially when you talking electronics, say they did cross their wires and fry that thing and don't man up to it. Leave you in a real bad place to be as a customer.

 

[Skywalker]

Exactly right! The unit was installed but due to inability or just stuck to a timeframe they removed it and quit. Unit was not bad as I reaccomplished it all. It was like buying tires online and they new it was bought online and sealed in the box and accepted the job and money! They know I as well have it up and running and while they had it in if they had of put the 4.10 firmware on the SD card and slid it into the brain and started the Head Unit they would have been done. But, they put it back on me and I did it right and I don't even do that for a living.... I'm 100 percent disabled vet with some slight brain damage and still got it done. The entire process was completely professional in respect I never said anything out of line nor did they... just that they would not give my money back as they had no way of knowing it needed a firmware upgrade. There in the business and should know! The tech even said "time to call Kenwood". I don't think he did! Google is what lead me to the answer! I was and always am polite because I know that being upset will get you know where and I simply got online after the refusal and did the BBB thing. I have took pics and vids of the working unit only one day after their attempt. They also did an invoice for me that said the head unit was bad and shuts off on it's own. They either new what was up or are imcapible of doing the job. I've come to learn that good customer service is rare in any field. My son opened his 41 year old 1970 Z28 breather today... I had it powder coated and it was wrapped in plastic. I spent 1 1/2 hours about six weeks ago to straighten out the end of both snorkles on the lips with hammer/pliers and very detailed work to make it perfect. Took it in and explained what it was as it's original GM and 41 years old and perfect. They obviously hung it with heavy clamp on the very end of the snorkle and now bent worse then ever.... so, here I go back to the powder coater! It's expected most of the time. Anywho, hope everyone had a wonder Christmas with Family and Friends! Happy New Year is coming!

Valid point...but if you look at it from a customer service aspect, it's not much different than buying tires online and taking them to your local installer. They sorta frown on that but they will mount them. They know in this day and age people are looking to save $0.50.....In this case the OP saved some good $$$$ but the customer service level was a little weak. In this economy, I want customers coming back, not the BBB.

 

[Busa1166]

I miss understood you sir my apology's, if they installed it and then uninstall ed it they should they should give you your money back. I thought they installed it an sent on your way with it not working.