ComplaintsforMartroy Electronics, Inc.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  i sent a vintage 300 disk **** cdp cx-355 cd player with remote to martroy electronics for repair as the player carosell would not load a cd and turn and play a cd disk . i mhad a no scratches or blemishes or any sort of damage to the exterior of my cd player when i shipped it to be repaired , i was told it would cost me a total of 310 dollars to repair my cr player 250 for repairs and 60 dollars for return shipping . my cd player was returned to me with the dook cracked compleatly and pushed into the carosellel compleatly and unoperational as it was unfit to load any cd or play any cd , i called the manager of martroy and he told me to file a claim with *** and i did and *** denied the claim and told me the shipper had to file a claim for damages at they shipped the cd player back to me and it was damaged in return shipping , i called martroy electronics and was told i had to pay for the repair of the cd player and i had to pay for return shipping i told them *** had said they had to file a claim and i had alrerady paid them 250 dollars for the repairs of my cd player and paid 60 dollars for return shipping back to me . it has been over a month since sept the 1 st and my cd player has not been fixed properly and returned to me and i have paid 310 dollars for repairs and return shipping and it is almost november and i still have nothing , please make martroy repair my cd player to excellent condition as i didnt have not one scratch or smudge or any marks no where on my vintage cd player i have never gotten a scratch on any of my electronic equipment it looked brand new when i sent it to martroy for repair of the rubber band comming off the carosell with no marks scratches or blemishes and was returned witha compleatly cracked in half door that was pushed into the inside of the cd player compleatly , a cd player like mine sells for 550 dollars used in excellent condition

  Business response

  10/25/2022

  This item was repaired in our shop and shipped back to the client using the same box and packaging material used to *************.  We insured the package for the actual replacement value of the unit, used, on the secondary market, $300.

  The item was apparently damaged in return shipping.  The client, without contacting us first, filed a damage claim for $1000 with ***.  This claim was denied. We do not know whether the client provided adequate documentation of the damage, or provided *** the opportunity to inspect the package,  If the evidence supplied to *** is anything like the photo attached to this BBB complaint, it's understandable why they would deny it.
  

  The client then returned the item to us.  We attempted to claim the insurance with ***, but were unable since the client had already tried filing a claim and been denied.  We have since restored the unit to full functionality, replacing the damaged door mechanism.  Performing a full cosmetic restoration to "original condition" as demanded by the client is not practical, since cosmetic parts for this unit are not available and it is no longer manufactured, and this remains a point of contention with the client.
  

  Had the client simply contacted us first, and retained the item and packaging in the exact condition received for inspection by ***, we would have pursued the claim with *** for the insured value, most likely been successful, and used the insurance payout to repair or replace parts as needed to restore the unit, or replace the entire unit with one in equal or better condition purchased on the secondary market.
  

  
  

  Customer response

  10/25/2022

   
  Complaint: 18246344
  
  I am rejecting this response because:i called martroy electronice   a  few minutes after i received my  cd player back from them and it had a  cracked   door and the cd  door was pushed inside the  cd player and the ownwer said it was not  like that when they shipped it and  he couldnt do anything about it  and told me to file a claim with ***

  and that is why i filed a claim with *** they are not being  honest i have phone records for that date to prove i called them and  told them i received my cd player back late and it was  broken and spoke for several minuetes with them on the  same date i received my  cd player back . they  told me to  file a claim with *** and i did  and ***  told me a week later they were  comming to pick up my cd playert  as they had lefta   note on my door  and   had not  called or talked to me at all about  picking up my cd player  for inspection i called *** to find out  why they left a  note on my door  for a pick up as  no one  told me they wanted to pick up nthe cd player both *** and  martroy are responsible as both  ssaid  or  did nothing when i called them and  filed my claim i called martroy 2 minutes after opening my cd player and seeing the  broken door  so they are a  compleate liar about   this incident as  the manager will get a  terrible revierw  from me   and   i will tell all my army friends and   postal coworkers about this   everybody i have known who has  a  vintage stereo will hear about hjow  they lied  when ic alled them several times aboutmy cd player  after keeping my  cd player for several weeks   that they were sending the item back to the sender .i had already paid this man 310 dollars for my cd player and they didnt mail it out on the date they told me it was   being sent out when i first  asked when my cd player would be ready they took a extra week and stated they didnt know why my cd player was not sent on the day  they told me it was being shipped i want my cd player  fixed and returned to me  i already paid  them 310 dollars and  they know that vintage cd player cost 500 dollars or more  in excellent condition as mine   was  till they  broke my door mine had no scratches or bl;emoshes or scuff marks on it and  looked brand  new i have a second one that looks btand new in my bedroom both purchased at the  same time from the **** factory 
  
  Sincerely,
  
  ***********************

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