Bluetooth and Poor Customer Service

[trampas]

I'm just generally annoyed with Pioneer Electronics over a problem I had with my AVIC Z120BT. What follows is various emails I've shared with a Customer Service department that basically just said "too bad, so sad...you're out of warranty, so pay up". I'm just too tired to type up all the phone calls that went just as poorly.

 

I'll post on another thread about actually trying to get the bluetooth fixed.

 

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

 

Summary: I reported the problem well within the 30 day warranty grace

> period, but Pioneer tech support was unable to diagnose the real issue

> until I was well out of warranty grace period. I spend $120 on a map update

> that was intended to resolve the issue, but did not, and now Pioneer is

> refusing

> to cover the $230 charges under warranty.

>

> 1) I purchased the pioneer AVIC unit back in August 2010, along with a

> full set of Pioneer speakers and accessories.

> 2) I waited a few months to install everything (probably around October

> 2010)

> 3) I was very pleased with everything, and the system was working

> flawlessly

> for about 12 months, including using the bluetooth for handsfree and audio

> streaming

> 4) I first noticed in October that my incoming calls weren't going through

> handsfree bluetooth. I waited another week or so before troubleshooting

> it myself. I noticed that the Bluetooth was showing as 'off' in the

> bluetooth settings and I could not turn it back on.

> 5) After another week, I noticed that I still couldn't do anything. And

> in some cases, the bluetooth settings was say it was 'on', but it still

> didn't pair with my phone. The bluetooth settings couldn't be changed.

> 6) I called Pioneer technical support, and it suggested it was a bypass

> issue, and the installer should be contacted. At this point I was about 2

> weeks out of warranty (~9/2/2011).

> 7) I called the installer, and they tried to troubleshoot over phone

> (9/6/2011). Nothing was modified on car, and they suggested I call

> Pioneer back as it might be a firmware or hardware issue. A later copy of that

> email (9/19/2011) correspondence with installer attached.

> I read up on a few knowledge bases, then called Pioneer back

> (~9/8/2011). Pioneer tech support also suggested a firmware update. So I ordered the

> map update and bluetooth firmware update at a cost of $120 per Pioneer's

> suggestion.

9) The map update worked, but the bluetooth firmware update did not. I've

> tried 2 or 3 times just to be sure. Bluetooth firmware just shows as

> "------" (no firmware listed under bluetooth settings)

> 10) I called back Pioneer tech support, where they then told me the unit

> would need to be removed from my car and mailed to them so the bluetooth

> chip could be looked at. And since it was now out of the warranty and the

> warranty grace period, the fix would cost me $230.

> 11) I was very frustrated at this point, and didn't want to pay the $230

> for something I think should still be working on a $1000 piece of equipment,

> or at least still under warranty. I have since called back every couple of

> weeks hoping to get someone at Pioneer support that could be more

> understanding of my frustration.

> 12) Emailed Pioneer support regarding my frustration (12/19/2011)

> 13) Followed up with Pioneer support since they had not responded in 3

> weeks

> (1/9/2012)

> 14) Spoke with Pioneer Support Rep (Keith) on 1/12/2012, where I was told

> that I had waited too long to call Pioneer

 

 

At this point, I've sunk thousands of dollars into the equipment and

installation of something that's not working the way it should be. And

the bluetooth is one of the primary reasons I bought this unit, including

having the safer handsfree calling option.

 

To be quite blunt, I really don't feel I should have to pay the $230 and

I don't want to take the stereo and navigation out of my car for the

estimated 3 weeks of repair. And especially not having already spent hours on the

phone with Pioneer telling me it's the installers fault or a firmware

issue while it was still under warranty...only to find out after it was out of

warranty that it's something else.

 

>>>>>>>>>>>>>>>>>>>>>..

 

Inquiry:Terrible customer service/retention. I called about my 13

month

old AVIC Z120bt with a malfuntioning bluetooth. I was told 3 separate

times that the "best" Pioneer could do is have me pay for shipping and

$230 to fix something Pioneer couldn't get rightin the first place. So

here is a link and the content of the review I've now posted to

Amazon.

http://www.amazon.co.../R18TL8VEHXPFM4

 

If only Pioneer actually cared about their customers, I might be

inclined to give this at least a 4 star rating. The unit worked great for

exactly 13 months. Then the bluetooth stopped working inexplicably. Rest of

the device worked fine, but now it would seem the BT chip has died. To get

it fixed, I need to mail Pioneer my stereo on my own dime, pay them $230,

wait 3 weeks to hopefully get the issue resolved. I called 3 separate

times just to confirm that there were no other options. I understand

how warranties are supposed to work, and pioneer sounds proud that they

even extend it an extra 30 days. But I can't help but be completely POed

at the idea of now having paid not just for the unit, but the

installation, the map update and now another 230. And this is for something that

worked as intended for barely a year. That's embarassing to think a

multi-billion dollar electronics company can't make something that lasts a year.

And if something does go wrong, please pay us an additional 15-20%. Glad I bought on Amazon, so at least the

total price is just right back to Pioneer's MSRP. All they would have had

to do is offer me a slightly discounted service fee...but now, I'm just

never buying pioneer again and never recommending them.

 

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

 

It's been over three weeks with no response on this. Of course, seeing

that I'm complaining about Pioneer's customer service in the first place, I

don't know what I was expecting.

 

I'll just update the online reviews I've posted with the most current

status, which is that Pioneer doesn't hold their customers with enough

regard to actually respond to them.

 

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

>

> I'm following up yet again, because the conversation with the Service

> Representative was completely unhelpful. The representative (Keith x2188

> at 1-800-421-1640) claimed he had done exhaustive research to show that the

> first time I contacted them was 1/10/12. I found that exceptionally

> confusing seeing that I had been emailing since mid December 2011. He

> said

> that wouldn't matter, because it was so far outside the warranty date of

> 8/27/2010.

>

> He was questioning whether I had ever called Pioneer technical support.

> So since I was being called a liar, and I now question whether the

> Representative did the research or knowingly misled me, I feel I have to

> respond further.

>

> Unfortunately I am not able to get my home phone records without a court

> order. However, attached is a printout of my At&t mobile phone bill where

> I've highlighted a 24 minute call to the Pioneer customer service number.

> While I have no proof on my end that I called Pioneer earlier, I have now

> provided quite a bit of evidence showing I've had the issue within the

> 30-day warranty grace period, and did in fact call Pioneer. With a

> minimal amount of effort, Pioneer customer service should be able to find other

> instances of my calls. Please see updated timeline below, along with any

> search criteria that should be available to a pioneer rep from when I

> called.

>

> Summary: I reported the problem well within the 30 day warranty grace

> period, but Pioneer tech support was unable to diagnose the real issue

> until I was well out of warranty grace period. I spend $120 on a map update

> that was intended to resolve the issue, but did not, and now Pioneer is

> refusing

> to cover the $230 charges under warranty.

>

> 1) I purchased the pioneer AVIC unit back in August 2010, along with a

> full set of Pioneer speakers and accessories.

> 2) I waited a few months to install everything (probably around October

> 2010)

> 3) I was very pleased with everything, and the system was working

> flawlessly

> for about 12 months, including using the bluetooth for handsfree and audio

> streaming

> 4) I first noticed in October that my incoming calls weren't going through

> handsfree bluetooth. I waited another week or so before troubleshooting

> it myself. I noticed that the Bluetooth was showing as 'off' in the

> bluetooth settings and I could not turn it back on.

> 5) After another week, I noticed that I still couldn't do anything. And

> in some cases, the bluetooth settings was say it was 'on', but it still

> didn't pair with my phone. The bluetooth settings couldn't be changed.

> 6) I called Pioneer technical support, and it suggested it was a bypass

> issue, and the installer should be contacted. At this point I was about 2

> weeks out of warranty (~9/2/2011).

> 7) I called the installer, and they tried to troubleshoot over phone

> (9/6/2011). Nothing was modified on car, and they suggested I call

> Pioneer back as it might be a firmware or hardware issue. A later copy of that

> email (9/19/2011) correspondence with installer attached.

> I read up on a few knowledge bases, then called Pioneer back

> (~9/8/2011). Pioneer tech support also suggested a firmware update. So I ordered the

> map update and bluetooth firmware update at a cost of $120 per Pioneer's

> suggestion.

9) The map update worked, but the bluetooth firmware update did not. I've

> tried 2 or 3 times just to be sure. Bluetooth firmware just shows as

> "------" (no firmware listed under bluetooth settings)

> 10) I called back Pioneer tech support, where they then told me the unit

> would need to be removed from my car and mailed to them so the bluetooth

> chip could be looked at. And since it was now out of the warranty and the

> warranty grace period, the fix would cost me $230.

> 11) I was very frustrated at this point, and didn't want to pay the $230

> for something I think should still be working on a $1000 piece of equipment,

> or at least still under warranty. I have since called back every couple of

> weeks hoping to get someone at Pioneer support that could be more

> understanding of my frustration.

> 12) Emailed Pioneer support regarding my frustration (12/19/2011)

> 13) Followed up with Pioneer support since they had not responded in 3

> weeks

> (1/9/2012)

> 14) Spoke with Pioneer Support Rep (Keith) on 1/12/2012, where I was told

> that I had waited too long to call Pioneer

 

 

At this point, I've sunk thousands of dollars into the equipment and

installation of something that's not working the way it should be. And

the bluetooth is one of the primary reasons I bought this unit, including

having the safer handsfree calling option.

 

To be quite blunt, I really don't feel I should have to pay the $230 and

I don't want to take the stereo and navigation out of my car for the

estimated 3 weeks of repair. And especially not having already spent hours on the

phone with Pioneer telling me it's the installers fault or a firmware

issue while it was still under warranty...only to find out after it was out of

warranty that it's something else.

 

 

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

 

 

>

> Mr XXXXX,

> Thanks for your email, and for submitting these relevant documents.

> Unfortunately, Pioneer will still not be able to change it's position on

> the status of your warranty. As we discussed over the phone, we are able

> to offer a 30 day grace period for all warranties. In your case, the grace

> period would have ended on 9/27/2011. Your phone statement indicates a

> call to our support center on 10/10/2011, which still puts you outside of

> the coverage period. Sorry for any inconvenience.

>

> Thank You,

>

> Keith

> Customer Service Representative

 

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>.

 

Many Hours on the Phone with Pioneer

 

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Keith,

 

Thanks for the effort. Wish it had ended a little differently. Since it's

just the bluetooth that's bad, I'm considering just buying an earpiece for

$25 vs paying $350 for repair and installers to take out/put back stereo.

 

I realize I even had a picture of the device not working that I had taken

back in October...so close.

 

Also, I did not get the pre-paid UPS sticker yet.

 

 

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

[VBLUE42]

File a complaint with the http://www.bbb.org/. Its worked in the past.