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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
mofimadness's avatar
mofimadness
5,002 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
8,056 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. 
quincy
356 posts
 
Lots of good advise from the folks at this site.  Please keep us up to date on your progress.  I really hope you get this issue resolved to your satisfaction.
czarivey
5,946 posts
 
Mark,
Quit referring to CJ great and best reputation from others and worry about yourself only to be fair.
If you want response FAST call SALES department first like you want to purchase a new unit than start asking tough questions to whoever picks up the phone. I always know that it’s BEST shortcut to get to the conversation. You can even start asking technical details of the unit that you want to get instead of your FUBAR and if sales person doesn’t find an answer, one will connect you to either specialist or the owner himself.

...and yes, labor to replace large power capacitor should not be over $100. so part is $50 + labor $100 (a-bit over an hour job) should be $150 and not $579.xx

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