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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
marco1's avatar
marco1
512 posts
 
hb2012, I think summary judgement on your part is without merit and unless you know something the rest of us don't, uncalled for at this time.  Why don't you just wait to see the outcome.  CJ is on notice as of Wednesday by hifiman5.  They've had enough time to look into this and post an answer if they so desired.  Do you have experience with CJ?  I do and for the past several years it ain't what it used to be.

Cheers.
czarivey
5,929 posts
 
honeybee2012,

As far as this discussion goes, CJ is aware of this post and if there was a scam-attack or later on identified as such, they would chip-in, ID themselves and respond as with other large number of businesses dealing with hi-def home audio/video products. So far the problem being worked on and there's no point speaking of any kind of attack on reputation via web. Just stay tuned and see where it goes.

honeybee2012
112 posts
 
czarivey / Marco1.   Agree, but remain concerned


hifiman5's avatar
hifiman5
1,832 posts
 
since we have not heard from the OP about the status of this issue, here is the exact reply I received from CJ this past Tuesday, 10/25.

Hi Phil,

Thanks for all your input and valuable assistance. I am fully aware of all the facts ,and we are anxious to conclude this service incident. I will keep you posted on our progress. I’m sure you and other CJ fans will be interested in our side of the story, including photos of the unit.

Thanks,

Jeff Fischel
General Manager/Senior Technician
conrad-johnson design inc.

I for one look forward to a disclosure of both sides of this issue so we
have context in which to judge the actions of both parties.

righttrack
7 posts
 
Hi all,  I do not know the current management situation as my experience with CJ is over many years. Nothing in the past 3-4  years. 

Has CJ been sold to a third party? 

From my personal experience I have enjoyed CJ gear for many years. PV12a, LS 17, LS 17 II, LS 16, LS 16 II.

All of my Equiptment has been serviced or upgraded over the years. 

I have dropped off some of the gear and have met Jeff F several times as well as Mel, who handles the administrative duties. 

Jeff is very to the point and has always worked on my gear.  His work and his advice has always been excellent. 

Mel sent me some cool posters and works long days.
As far as billing, I have found them equal to Audio Research.

2 great American companies. 

Maybe this helps?




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