Problems with HiFiSoundConnection - What to do?

[pinflap]

they have resolved the problem.

[ebproco]

Originally Posted by Pacman88

Im an internet and board lover and Im surprised to have found this site. I'am hoping to get some advice about this problem.

I made a purchase from HiFisoundconnection.com (almost $1,000 in Audio amps) Both amps were defective. I was told to return for credit or exchange. Rep #1 wanted me to pay out of pocket for return shipping, the rep #2 sent me a UPS label for refund. Now Rep #1 says that her word goes over Rep #2, he should'nt have sent me that UPS return label and no refund for me!

They got all the items and now they refuse to give refund. They are making an exchange and returning the other items back, threatening to charge me for all kinds of shipping and 20%.

You would not believe the rude customer service and nasty emails! All I did was make a purchase, I gave them my money and the items they sent were DEFECTIVE! How is that my fault?! Why should I even pay for shipping and now have to fight for my refund?

I Should've done plenty of internet search before purchasing!

What would you do?

I have also purchased from this company and was sent a defective amp with extremely rude customer service; I purchased through ebay/paypal and left negative feedback, oh man will you receive hell from them for that lol. I recommend always checking with the BBB to make sure they take care of their customers and they are accredited. Sorry to hear about your lost!

[pro17]

I went thru a similar matter with them (see my post below). If I had to go thru the experience with them again, I would threaten to call the police in their area to charge them with theft via email. Tell them that you will do this if your issues are not solved within 3 days (to give them enough time for processing and shipping... do not give them a time frame that would be impossible for almost any company to do... like 24 hours). Say that if all of your issues are not fixed, you will take all evidence to the police and file a report. If I owned a company, I wouldnt want the police involved... so I would help the customer ASAP.
Then call the police in their area. Tell them that you have a company that has stolen goods and/or money from you are want to have a police report filled out and mailed to both you and the company.

[maxazor]

Sorry to hear that I wasn't the only one, the combonation that worked from me, is I called up the company of product I purchased from HiFiSoundConnection(Stinger) and filed a formal complaint, from there Stinger called HiFi and complained to them to get my problem resolved. A man named Darian from Hifi Sound called me and worked with me to resolve my issue. Here is his number, don't know if it still works 417-423-8533. These guys are definitely shady, so just keep hounding them.

[hinokata]

I guess this qualifies as a me too post. I've been dealing with these yahoos for about a week and a half now. I wrote a review (which has disappeared) on my blog, Insanely Sane. I've listed almost every piece of email from them via direct/ebay/paypal.

The first item there is chapter 1. I think I currently have 5 or 6 entries on them. What blows my mind is that a company like this is still in business. If you check the Missouri ATG site, they have had no less than 18 complaints filed on them, with only 3 resolutions (at the time of my checking). On my blog, I did a compare against them and ALL the Walmarts in the state of Missouri. They had 1 less complaint in 2008 than ALL Walmart stores in the state of Missouri.

They've attempted blackmail and bribery to get me to remove the negative feedback on ebay AND to remove my posts. Which pretty much made me more determined to let everyone I can know about this crap company.

I'm also trying to collect as many stories as I can from people that have a bad experience (and has proof) with this company.

[Joepress]

See my post earlier in the thread. I have proof as I keep all my emails. They just take your money and if they have your product your'e good but if it breaks or they back order your'e on your own.

[hinokata]

Joepress,

Would you mind if I posted your story up on my blog? I won't do anything until I get permission, so you can contact me via the email on my blog if you would like. I'm still in process of taking action against these folks.

Thanks!

P.S. Has anyone else been bribed by these people to shut up?

[hinokata]

ebproco,

Hey! This is suinokata from ebay Thanks for your replies on there. Glad we both found this site. Did you get my email requesting the additional info?

[hifisound]

Hello,

I wanted to post some information that will be helpful to all of you that have unresolved issues with our company. We have recently added a high level ticket system for issues exactly like these. Where a customer has slipped through the cracks or dealt with possibly a bad employee or has a bad experience with a product. We have sold to over 400,000 customers now over the last 8 years but from time to time we do have problems like the ones outlined above and while the percentage is very small it is still totally unacceptable.

Our management needs to be aware of these types of situations so they can be remedied. This could range from a bad employee that is not delivering on the standards our company promises to a defective product line that has a high level of failures. We believe our customers are a very valuable asset and are best positioned to alert us to problems that need to be remedied. This is not intended for run of the mill type issues like when will my order ship ect. This is for issues with problem employees or other serious issues that have not been resolved through the normal channels.

We strive to provide the lowest possible prices while still providing a high level of customer service and I am sorry this goal was not met on your orders. What I ask all of you to do as well as any future customers that may come across this and have an issue is to send a detailed email to:

complaints@hifisoundconnection.com

When you send a message here it is also CC to our Customer Service manager, Sales manager and Shipping manager as well as our General manager. A ticket is also created and these must be acted on daily. Contrary to what this thread would have you believe we really do care about our customers. Unfortunately our delighted customers are not nearly as vocal as the customers here that we have let down. I hope this can help solve the issues we have outstanding with some of you and thru your input prevent them from happening at all in the future. We would like nothing more than to have you all go from very upset with us to giving us a chance to earn your business in the future. Again I can’t stress enough that we do care very much about you and your business.

Regards,
Darren
Customer Service Manager

Please feel free to post this information in other websites/posts/blogs where customers may need help with us as well.

[hinokata]

I would like to comment to Darren regarding my review. Please notice the date of my review. It was left four days prior to today (4 mar), BEFORE any resolutions were provided AND before HiFi Sound Connection began replying to my messages.

The delay in the review showing up is due to me violating this sites terms of service by posting a link to my blog in the original review. It had to be modified and the link to the ATG of Missouri was put in the old link's place.

It was NOT an attempt to lead you in dialog on one site, and stab the company on another. You should note that since communication has started, I have not posted in any public locations except to update comments made by yourself.

As far as I am concerned, I am awaiting my refund and assuming that it returns into my back account, I'm done. I do not have the time nor the desire to carry a crusade against your company.

I appreciate the responses you provided on my blog, and everything will be left up for future customers to view, from the bad to the good. Perhaps down the road, you and your company can look back and laugh at how bad customer service was, and bask in the glow of glowing reviews all over the internet. Only time and an effort on your company's part will tell.

Thank you,
Josh