Complaints

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/8/22 Phoenix Audio/Video provided onsite service where one of the charges was for Universal Remote Control for $299.00; Next service, performed on 12/14/22 included of reprogramming same device for a new TV - and after technician left I found that same device ********) damaged and not working, after what I contacted Phoenix to resolve the issue and possibly replace it under warranty on what I received an answer by e-mail from one of the representative, Jan G**** where he refused to provide such replacement because in his words:"Unfortunatelly, we can not warranty this item" and offered to p***hase a new device ****** for for $349 with %10 discount in addition to pay for reprogramming a new device in case I decide to proceed. I am quite disappointed with such response and would like to get a new controller under warranty which is within one year.

  Business response

  01/27/2023

  Response to complaint ID ********

   

  I believe the complaint filed is unjustified. I have attached images of the item in dispute (*** remote.png) (Close up damage.JPG)

   

  I have included images of additional remote controls serviced during our visit (not part of this complaint) appearing to show similar misuse.

   

  These images were forwarded to the manufacturer’s representative, and the response was the item it not covered under warranty. I also offered to send the item to the manufacturer for confirmation (email below dated Dec 21, 2022).

   

  Warranty details (Owner's Manual attached)

  WITHOUT IN ANY WAY LIMITING THE GENERALITY OF THE

  OTHER PROVISIONS HEREIN, THIS LIMITED WARRANTY DOES

  NOT COVER: (I) DAMAGE FROM MISUSE, NEGLECT OR ACTS OF

  NATURE, (II) MODIFICATIONS, (III) INTEGRATION WITH THIRD

  PARTY CONTENT, OR (IV) BEYOND THE WARRANTY PERIOD

  AND/ OR FAILURE TO FOLLOW *** WARRANTY CLAIM

  PROCEDURE.

   

   

  Below are my unedited email responses to the customer:  

   

  On Tue, Dec 20, 2022 at 11:45 AM

  “ Hi ***, After reviewing the attached image, the remote appears to be damaged. I have attached the owner’s manual with warranty information (page 7). Unfortunately, we cannot warranty this item. You can reach out directly to ***. Perhaps they can offer a better solution than a direct replacement. I can also request the territory rep reach out to you if you would like. Regards, Jan”

   

  On Dec 21, 2022, at 16:23

  “Hello ***, Thanks for your feedback. The *** remote control is damaged, along with your **** remotes which *** informed me of. They all appeared to have bite marks. I’d be happy to send the remote to the manufacturer to confirm if they will provide coverage. Though it’s not reasonable to expect us to cover this under warranty. I’m not aware of any issues with your account and our “dreadful customer service”. I’m happy to take your call so we can discuss any concerns. As I suggested, if you reach out to *** remote, they might be able to help you out. We are also happy to provide a replacement remote, as proposed, and will provide an additional 10% discount if it helps. I will need your current open invoice paid in advance. Along with the new remote and service labor invoice that I will forward if you would like to proceed. Regards, Jan”

   

  In conclusion, it is my belief we handled this transaction properly and the complaint should be retracted.

   

  Regards,

  Jan

   

  Jan G****

  Phoenix Audio Video and Systems Integration

  Customer response

  01/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  HOWEVER. despite the photographs submitted:

   

  1 *** Control was working when the technician arrived, despite any damage.

  2. The company (Phoenix) has declined to have the tech who came onsite discuss this matter with me.

  3.  Phoenix has chosen to not offer me a replacement a their cost, instead has chosen to offer a penurious 10% discount.

   

  Regards,

   

  *** ********

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩