ComplaintsforCedar Electronics

• Initial Complaint

  02/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To whom it may concern:I am writing to address a recent issue I encountered while attempting to redeem a coupon for a radar detector purchase. As a longstanding customer who has consistently supported your brand, I must express my disappointment with the level of service I received.Upon receiving a 10% discount coupon for a radar detector via mail, I was eager to utilize it for my recent purchase. However, despite providing the coupon code as instructed, I encountered difficulties with the customer service representative. Despite my best efforts to provide all necessary information, including the code printed on the coupon, I was met with skepticism and requests for additional proof, which I found unnecessary and frustrating.Furthermore, I was disheartened by the lack of professionalism displayed during our interaction. Despite my polite requests to escalate the matter to a manager, I was repeatedly denied assistance. This left me feeling undervalued as a loyal customer and dissatisfied with the level of service provided.As the radar detector is still within the 30-day return period, along with accompanying accessories purchased in good faith, I kindly request that this matter be resolved promptly and with due consideration for customer loyalty. I trust that your team will review this situation and take appropriate action to ensure a more positive experience for customers in the future.So, we can either too this the hard way, with me returning this, now, used radar detector, as your policy states, returns can me made for any reason within 30 day time period, and then I can order a new radar fresh in the box and use this 10% coupon(PPSP6667) recently sent to me over the weekend, or you could do the decent/honorable things, which would simplify be to make a price adjustment or two. you now have my phone and email. look forward to your thoughts.Thank you for your attention to this matter. I look forward to your prompt response and resolution.Sincerely,

  Business response

  03/05/2024

  Good morning,

  I have chatted with our customer several times via our ticketing system, and this issue has already been resolved.  His coupon was valid, but the Service Team was not aware of it at the time of his inquiry.  I apologized for this oversight. He took advantage of a $50 off discount on his order, so was eligible for an additional $30 refund, which was performed on 2/21/24, and which I informed him of.  I confess, I am confused by this complaint. 

   

  *****

• Initial Complaint

  07/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In short, I was told they had part in stock and if I ordered it before 2 oclock it would be delivered within 3 to 5 days so I ordered the part on July 5 11 something a.m. as of Monday their company **************** at ********************** could not tell me where it was what it was doing. I pay three times as much for shipping and within 24 hours. They cannot tell me anything. Their customer service is atrocious customer service representative **** blamed everything on their warehouse in *********. I purchase something from them as a marine secondary safety back up now I have to go spend $200 more so I can have safety and their company does not care what you spend with them or get any answers rapidly. This is terrible how those countries **************** is gone to c*** And I dont care if the part cost me $10 or $1000. This kind of service is uncalled for hopefully somebody in management office will be able to do something thats why Im filing this report.

  Business response

  07/11/2023

  Hi ***,

  Thanks for reaching out. I am sorry that your order didn't ship out as quickly as we usually ship.  

  Please note that our website stipulates that most orders will ship same day if in stock, but also states that some orders may be delayed for various reasons.  Sadly, that is the case here.  I am sorry for the inconvenience.  Your antenna is on the way; it was picked up this morning from our ********* warehouse and you'll have it soon.

  I will process a 15% refund for the inconvenience, and thank you for your patience.  

  *****

  Customer response

  07/12/2023

   
  Complaint: 20302968
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a hand held 40 Chanel cobra radio. When it got to me it was in a mangled box with no packing. It never worked so I called them and after 2 hrs waiting I was send a *** label to send it back and get a new one. I took it to a drop off location and it went out. The tracking number they sent me is fake and I cannot track this box. Now I cannot get in touch with them to get help. I believe it's a scam after reading all the other complaints. Why don't u shut them down? Please help me I'm out *****

  Business response

  08/22/2022

  Hello,

  Our business is legitimate and we take every opportunity to offer our customers excellent service.  In this situation, our hands are tied, as we did not send a shipping label.  Only our standard email with instructions for how to return a device were sent. We have checked our internal records and our *** shipping label ******************, and no label was sent.  We do not know what was attached to the package, whether it had our address on it or another company's, etc.  Unfortunately, you must follow up with the shipper to see if they can track in down. 

  *If you were sent a shipping label from us, you will find this in your email.  If you can provide a copy of that email, we may be able to help you figure out what has happened.

  Thank you.

  Customer response

  08/25/2022

   
  Complaint: 17745234
  
  I am rejecting this response because:
  
  Sincerely, I used the *** label that they sent me and my sd product was delivered to their warehouse in ***********.  So this is not true as they say they did not send a label. How can they say this what I was wanting was confirmation telling me it was received and what they were going to do and when. They sent nothing . I called many times and no answer the phone system would just hang up on me. So what they say is not true. This is sad.
  
  *************************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THIS DEVICE HAS BEEN FIXED NOW TWICE AND NOW THEY ARE TRYING TO CHARGE ME 140$ TO FIX IT IM PAYING 50$ FOR 2ND DAY AIR SHIPPING AND IT WAS REAIR BACK ***************************************************************************** REPLACE MY DEVICE AND THATS IS THAT

  Business response

  06/20/2022

  Hello,

  As we discussed via email, your detector does not appear to be in warranty and thus far no documentation has been presented to show otherwise.  Your detector was in for service once, a year ago, at no charge, and no issue with the detector could be found.  It was sent back as is.  At that time, the reported issue was that it was power cycling.  The tech advised to check the car's lighter socket.  Now, a year later, the issue being reported is "check FR" which is unrelated to the original complaint, and typically represents a detection/antenna problem.  If the extended warranty was purchased from us directly, we may be able to offer coverage.  As of now, that has not been shown to be the case.  As such, our standard repair fees apply.

  Consumers can elect to ship their products in by whatever shipper and ship method they prefer.  Those related costs are the responsibility of the consumer.  Regular ground service might be the more economical choice, and may be the better way to go if cost is a factor.

  We are happy to continue to work with you to validate the warranty, and will honor any warranties in place. However, if the warranty has expired, repair fees will apply in accordance with the Terms and Conditions of our Limited Warranty.

  Thank you.

  Customer response

  06/24/2022

   
  Complaint: 17449988
  
  I am rejecting this response because: the repair was suppost

  o be under warranty 
  
  Sincerely,
  
  *****************************

  Business response

  06/28/2022

  Hi ****,

  I did some more research and found your original proof of purchase, submitted to us in June of 2021.  It shows that the purchase date for your *** was 2/17/2020.  Your warranty, therefore, expired on Feb 17, 2021.  I am afraid you are not covered at this point in time, and as previously agreed upon, repair fees are due. 

  I have forwarded you a payment link for the repair we set up under order SO236995.  If you would like to have your detector serviced, please use the payment link to pay for it and send it in per the instructions I have already sent to you.

  If not, we understand, and wish you all the best.

  
  Thank you.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They have a faulty piece of equipment. I am trying to contact them via phone and email. I have not received any form of communication from them to this point.I have called them 10 business days in a row during hours of operation at all times during the day. And every time I receive a message stating that their call capacity que is maxed out and I am unable to remain online or leave a message and then the line goes dead! I am hung up on!This is awful service and a dodge by them to not address the issue!

  Business response

  06/08/2022

  Hello,

  I am sorry to hear that you have had trouble reaching us.  For future reference, our slower times on the phone are later in the week, in the mornings.  We also offer Live Chat for immediate assistance, Mon-Fri from 10AM-4PM eastern time.

  To assist here, I will need more information.  Can you provide the details of what you need help with? What product, the issue, and where/when it was purchased?  

   

  Thanks~

• Initial Complaint

  03/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  As with many of the complaints submitted here on the BBB for Cedar Electronics, I too have not received a response from them for assistance with their product. I submitted a Cobra Repair Form online back in May of 2021 on their website and received a standard email (still in my In-Box) back that they have received it (repair ticket #******), were overwhelmed and would get back with me as soon as possible. Nearly every month since I have gone online to check the status and see it's still "being processed". I have even added a comment to my ticket each time stating that I was still waiting for help... it has been 10 months. I tried calling their Headquarters phone number - ************ - today after reading their replies to other complaints here on the BBB and received a recording that the number has been disconnected? I had uploaded the receipt for my purchase of the product to Cedar Electronics when I made my initial request in May of 2021. I can still see it still there within my ticket on their website; cedarelectronicshelp.freshdesk.com

  Business response

  04/01/2022

  Hello,
  
  I am very sorry for the delays.  We have experienced a number of challenges due to the effects of Covid on the work force and our company.  We are finally starting to catch up, but have a very large back log of tickets. My apologies.  
  
  
  I see from your purchase receipt that your purchase was for used merchandise.  I am afraid that merchandise bought in used condition is not covered in our warranty.  Amazon does disclose this in their FAQ's.  
  
  
  Our marine radios are not repairable.  Due to the delay in providing you this information, if you would like to purchase a replacement, I am happy to offer a substantial discount @ 40% off a new MRHH600.  Just let me know if you'd like to take advantage of that.
  
  
  Thank you, 
  *****

  Customer response

  04/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by ***** in reference to complaint ID ******** and understand his solution.  Disappointing at the amount of time it took.  The resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cedar Electronics is the repair facility for ****** Radar Detectors. I submitted a claim on the ****** web site with them in December of 2021...TWICE. I selected a repair "tier & cost" on the Cedar website (Escort re-directs you to their (Cedar's) web site for repairs). They responded with a generic response that they are very busy and they will respond. I am tired of trying to get ahold of them and they have not responded with a method and address for me to send in my ****** ***************************************** the meantime I travel allot and I have no Radar Detector risking police tickets. ****** is a big company and I am surprised that their sole repair facility would not be more professional in supporting their (Escorts) products.

  Business response

  02/01/2022

  Hello,

  As with many companies, we have experienced high call and ticket volumes amidst staffing challenges, so ticket responses are significantly delayed.  Calling us is by far the faster option, especially now that we have slowed down after the holidays.  *************) I am sorry that we have not gotten back to you, and we'll have someone reach out soon. Or, if you prefer, you are welcome to give us a call at your convenience. Mornings are best with virtually no hold times.

   

  Thanks.

  Customer response

  02/02/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 22nd I submitted ****** ticket number ****** requesting support for how to submit a ticket reimbursement for the Radar Detector failing to detect a laser. On October 25th I found multiple forms that needed to be filled out and mailed to ******. I then found an online form. I completed the form and provided the required documentation. The form indicated a response will be received in 2-3 days. I have not heard anything from ****** on the ticket reimbursement OR the support ticket I submitted. I'm requesting the ticket reimbursement be honored.

  Business response

  11/09/2021

  Hello,

   

  Ticket reimbursement payments take roughly 6-8 weeks. While we try to process the forms and let you know we have received the information within a few days, we are a bit behind. We'll get back to you as soon as we can to let you know that is has been approved (or not) and submitted for payout.  

   

  Thanks for you patience.

  Cedar Support

  Customer response

  11/09/2021

   
  Better Business Bureau:
  
  Thank you for the response. I understand youre behind. Im a fan of the product and will continue to purchase. My concern came from the text on the form when I submitted and no response from the ticket.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 3 year Defender subscription for my radar detector on 9/25/2021 but was unable to activate my subscription due to the site indicating that my device was not registered. However, when I attempted to register my device, the registration page indicated that my device was already registered.I opened a support ticket with the relevant details on the same day, and as of 10/25/2021 I have received no response at all from Cedar Electronics and cannot activate the subscription that I paid for.Order #: ****** Price: $53.80 Support ticket: https://cedarelectronicshelp.freshdesk.com/public/tickets/a6d6a2b4a3969d4f5bea0d05a85ec0ca542bdbf69ecef9772f615ad5f70f5a9c

  Business response

  11/08/2021

  Hello,

  We are sorry to hear you are having difficulty. We will reach out direct to resolve.

  Thanks,

  Cedar Support

   

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I bought this unit approximately five years ago it was one of their top-of-the-line and recommended by the sales associate. I've owned this brand of radar detector before and was merely looking to upgrade. I bought it several years into the process it began to malfunction I sent today and paid for repair and it has worked well up until several days ago. I reached out to the company to ask what the repair process was and I was told they no longer repair the unit. But they would offer me a $40 discount on a new one. After owning a product from a major company from five years and only getting support for repair for five years is unacceptable in my opinion. I don't recall ever seeing this in any of their literature nor was it relate to me verbally. Obviously, in my opinion there trying to generate more sales. Personally, I will go elsewhere $600 for radar detector for five years with no repair options is unacceptable in my opinion. I would suggest, anyone considering buying a radar detector shop elsewhere.

  Business response

  09/20/2021

  Hello,

  We are sorry to have disappointed you, but it is true that we cannot support older models indefinitely.  We do try to offer a reasonable amount of time where we support products after they are discontinued, but at some point, it isn't feasible to continue, whether due to outdated technology or parts availability.  We do offer a trade in program which allows our customers to upgrade to a current product at a discount. The Trade in would offer you $40-80 depending on what model you buy. I'm afraid we will not we able to honor your request for a refund of you 2015 purchase.

  Thank you for the feedback, we appreciate it.

  Cedar Support

  Customer response

  09/26/2021

   
  Complaint: 15849265
  
  I am rejecting this response because: 

  Your response is not consistent with what your representative told me on the phone. He told me "if I had bought the extended warranty I would be  repaired" consequently it is relatively obvious that this is a method to increase sales not a question of supporting the technology. Paying in excess of $600 for piece a of electronics that can't be repaired after six years of use is not the level of service I  expected from what I thought he was a major brand of electronics.  Furthermore, why would you want to trade in even for the poultry amount that your offering if it had no value. My guess is there a usable parts for you to repair the units that are under the extended warranty. I am willing to pay for the repair. (It's been in for repair in the past).  Times are tough I understand. When I buy electronics I typically buy the highest quality available. I have some equipment that I had bought 15 years ago from **** and they even agreed to pay for the shipping both ways as a courtesy for being a long-time customer. 

  
  
  Sincerely,
  
  ***************************

  Business response

  10/11/2021

  Hello,

  I apologize if you were given misinformation. We will make sure to coach out team so that the correct information is conveyed.  We do not repair certain models, and do not continue to carry parts for them, regardless of warranty status. We generally repair long enough that all extended warranties are long since expired.  In a rare case where it would still be in effect, we replace with a comparable model, rather than repair.  Since you are not under an extended warranty, of course, this would not apply in your situation.  

  Please know that we do empathize. However, our practices for out of warranty support are fairly standard in this industry.  We will not be able to offer to repair your detector.  We are very sorry.  The trade in is our only option for an upgrade.  I do not believe any other manufacturer offers such a program.

  Thank you

  Customer response

  10/12/2021

   
  Complaint: 15849265
  
  I am rejecting this response because:  It is not the truth. and not consistent with the information I received and  that they have repaired this unit last year.
  
  Sincerely,
  
  ***************************

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