ComplaintsforAdam's Electronics Inc

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jun 30 2021 from Amazon.com I bought and paid for an Onkyo TX **** stereo receiver for $474.94.The seller ***************** *** sent me an inferior receiver, the receiver does not work.I contacted ***************** *** and they told me I had to go to the manufacture for the warranty.I contracted the Onkyo customer service(****************************) and they told me to send the receiver to a Onkyo authorized service center.I sent the receiver to Adams Electronics (********************************)They are telling me that they will not cover the warranty because the receiver was sent to me by an unauthorized dealer.I have spent hours online, I paid extra money shipping it to the repair center, and far to much stress and frustration.

  Business response

  09/23/2021

  This complaint is misdirected. ********************* (customer) purchased an Onkyo ******* online through Amazon from ***************** *** (seller). Per 11 *************** (owners of the Onkyo brand name), ***************** ***, is not an authorized Onkyo seller. This means they should not have sold this as "New" with warranty sa they are not authorized to do so. Additionally it was shipped from the ** to ****** which would have voided the warranty anyway. ***************** did not accept the defective product as a return, instead advising **************** to contact 11 ***************. 11 *************** advised him to ship it to an Onkyo authorized service center. We received the product, but 11 *************** would not cover the repair because it was purchased from an unauthorized dealer AND shipped out of *****************. We are an independent service provider and not part of 11 ***************. We advised **************** that 11 *************** would not cover the repair due to the circumstances. **************** was understandably unsatidfied, so as a courtesy, we escalated the case and requested an exception from 11 ***************. 11 *************** agreed to make an exception to the terms and conditions of their warranty and cover the repair, but would not pay to ship the receiver out of *****************. I have tried calling **************** several times to provide this update, but have been unable to reach him I sent him an email on ****, but have not yet received a response. 

  Adam's Electronics is an independent company that is sometimes paid by 11 *************** to repair their products. We have done everything in our power to assist in his case, but the decisions are made by ***************** ***. and 11 ***************. We have not collected any money, sold any product, or made any guarantee or warranty to ****************, so there is nothing we could refund in this case. 

  Customer response

  10/08/2021

  Can we please foreword this complaint to 11 trading company or ***************** ***

  Business response

  10/11/2021

  Hello BBB, I have communicated with ********************* via email (attached). As you can see in the attached email and his recent communication to BBB, he wishes to redirect his complaint to the responsible company. He has reached a resolution with ****** Electronics. 

  Customer response

  11/09/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

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