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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
jafant's avatar
jafant
19,719 posts
 
Pereza-

I concur w/ the panel here. I never thought that I would read a post like yours?

First- Much Thanks! for your intial post. It is imperative (this is a textbook example) to post both positive and negative experiences when dealing w/ these companies. Dealers/ retailers as well. Luckily for you, Conrad Johnson has been in business for a long time. More of a challenge would exist if you were talking to a newer, less prominent company or start-up.

I am a big CJ fan and have a vested interest in your situation as well.
I want you to keep me posted, even if, you send me a PM.

PLease list all people at C-J that you have conversed and had dealings.
Hopefully, this sort of issue will get elevated to Mr. Conrad and/or Mr. Johnson as well.
hifiman5's avatar
hifiman5
1,832 posts
 
Totally agree with the collective outrage expressed here.  I have dealt with cj repair services before with fine results.  Someone at cj screwed up big time and is not coming clean about it.  Don't put up with that!!  You're in an impossibly stupid position.  Yes, you deserve a fully functioning non-FUBAR unit or present production unit of commensurate quality.

I sent my Vandersteen model 3 speakers from here (PA) to Vandersteen (CA) and the UPS fork lift operator DID damage one of the speakers.  Vandersteen notified me of the incident, filed the claim with UPS, sent me a UPS receipt for the cost for Vandersteen to fix my speakers and all was well.  That's obviously the way such incidents should be dealt with.  

I also agree with swampwalker.  I would also mention that if the situation is resolved satisfactorily that you will post that here to to try and rehabilitate cj's tarnished image.

I truly empathize with you.  I would be ungodly upset if in your situation!
mofimadness's avatar
mofimadness
4,992 posts
 
I was a c-j dealer for many years.  They are a wonderful company.  Of course, we are only hearing one side of the story, but I tend to agree with the others that something is going on.

Call and ask for either Bill or Lew and tell them the story.  I'm sure they will take care of it.  Some of the best people in the business.
pereza's avatar
pereza OP
9 posts
 
Thanks one & all for your advice & concern. It’s every Audiogoner’s worst nightmare.
I really don't want this to  be a bashing episode because I love this Company & their equipment. They've given me thousands of hours of beautiful music.
I was heartened by the tone of the responses. I was a little concerned that people would be hesitant to speak ill of an industry giant like CJ.
I've tried to stick to the facts & not let my emotions intrude.
The fact they didn’t tell me until the very last minute is beyond suspect.
There were several phone & email messages back & forth & nothing
was mentioned. 
I was ready to read off my credit card# when she sort of whispered
“oh by the way”. It was all verbal. Nothing in writing.
The requested repair consisted of replacing a blown power capacitor.
I had the same repair done in 2006.
Without going into the gory details of the bill the hourly labor
charge has gone up over 600% since 2006. I’m not complaining
about that, I’m happy to pay whatever it takes to get it fixed.
The repair manager told me the unit “works fine” & he doesn’t
think the resale value will be diminished. You can’t see the
damage from the front.
I wish I could post the photos. It’s horrible.
On the Audiogon grading scale I think it would be a one.
It makes me sad to think of my “friend” being traumatized that way.
It was obviously subjected to some serious force.
I feel pretty powerless now. There doesn’t seem to be any way around
the front line of phone numbers & I’m reluctant to give them my
payment info until they’ve acknowledged in writing
what they say has happened.
I'll keep you posted.

                                      Mark


roxy54's avatar
roxy54
8,007 posts
 
Since you were told that Mr. Johnson was going to call you, and he never did, just firmly request a reschedule of that call. I'll bet 2 minutes of conversation with him will be all that's required to get the ball rolling and for you to get satisfaction.
I wish you luck. 
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