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Conrad Johnson Repair Issues

The Post I Never Dreamed I’d Write
About two weeks ago I sent my beloved Conrad Johnson Premier-17 back to
the Conrad Johnson factory for repair because it stopped making any sound whatsoever. It apparently blew some internal component.
I soon received an email acknowledging receipt of the unit and an estimated bill
of about $523.00 not including parts.
On 10/14/2016 I got a phone message telling me the preamp was fixed & total charges were $579.00.
I called a few days ago to give my credit card info to pay for the repairs. The CJ
employee told me that “we also need to tell you that the unit was damaged during
shipping & the damages are not repairable because it involves damage to the structure of the unit & those metal parts are no longer available." The damage was not mentioned until that point.
Photos showed the actual frame of the preamp was twisted & bent. It looked like it had been dropped off a two story building without the box.
The repair manager felt it would be pointless to file an insurance claim because
they would automatically deny any claim where the box was not damaged & refused to assist me with any insurance issues.
The CJ phone rep assured me that Mr. Johnson, the owner, would call me that afternoon but he never did.
I did get a call from the repair employee who said they just want to
get my payment information & send my preamp to me.
I shipped U.S. Post Office & insured for $2000.00.
I’m shocked to have this happen with this company. I've had several pieces of equipment repaired by them with great service.
I would appreciate any advice. I'm a little shaken & confused.
I’m really shocked that this would happen with a company of this stature.
I've stayed with this brand over the years because of their reliability & reputation for integrity.
It really doesn’t look like shipping damage to me.Shouldn’t they at least be willing to
assist with insurance issues?
This is one of the more unpleasant customer service experiences I've had in a while.

128x128pereza
czarivey
5,946 posts
 
Ok
Here's what i would do:
1. Get unit back the way it is damaged back from CJ factory
2. Make pictures and arrange the credit card dispute to refund $579 due to the damage done;
3. Initiate USPS claim $2000.

You get back total of $2,579 which is good enough for new preamp.


swampwalker's avatar
swampwalker
5,138 posts
 
OUTRAGEOUS!!!
1.  No way should they (or probably could they) have repaired the unit if it was in the physical condition you described.  Call back and ask for the customer service manager or the owner.  Send them a link to this thread. 
2.  It seems highly unlikely that could have occurred without damage to the shipping box.  Do they still have the original box?  If not, why not?
3.  They should have called you immediately upon receipt to report the damage.  There is such a thing as concealed damage, although I highly doubt that is the case here.  My guess (totally a guess) is that someone at CJ dropped it (or ran it over with a fork lift!). 
4.   Definitely dispute the charge through your cc. 
5.  The good news is that while very slow, USPS is generally good on claims.  Although I highly doubt they were responsible, they may pay.
erik_squires
16,262 posts
 
Don't accept it back.

They should have contacted you immediately about the damages.

And I'm completely shocked CJ would do this, I've dealt with them before and they were the very model of professionalism.

Best,

Erik
Ag insider logo xs@2x
tonykay
1,302 posts
 
So, you're now being asked to pay for repairs to a unit that cannot be repaired due to structural damage? Clearly, the damage occurred after it arrived at CJ, and likely after it was repaired initially and was being staged for shipment. As swampwalker suggested, "someone at CJ dropped it (or ran over it with a forklift)," probably the latter. In any case, get a hold of someone with some stripes at CJ to make it right for you with a replacement preamp (a current model!). Unbelievable story!
ghosthouse's avatar
ghosthouse
4,316 posts
 
Pereza - 
Based on your account it IS outrageous.  Some good input from others...especially Swampwalker's #1..."send a link to this thread".  I don't have much to add other than to comment the more A'gon members that do reply to your post, the more weight it should carry.  To that end, I hope others register their support here and that CJ steps up with an honorable resolution.  "Shaken and confused"?  I get it.  Would feel the same way.  "We fixed your pre-amp.  That'll be $579.  Oh, by the way, we couldn't fix your pre-amp it is FUBAR."   Damaged in shipping?  Yeah, maybe in THEIR shipping dept. on it's way back.  Obviously, there'll be a great deal of interest in how this plays out.  So please update as things progress.  Good luck to you.
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