Customer ReviewsforNantucket Sound

I believe that Nantucket Sound changed ownership since I bought a TV, custom mount and router booster from them in 2019. That experience was excellent and I would have recommended them highly. I called the last week and discovered that they would charge $150 for a technician visit (1 hour) and more if they took longer or needed parts. I was not happy with that, but expected the visit to be billed upon dispatch. To my surprise the $150 was billed immediately after my call . I was told I might get an appointment in 2 weeks. That was a week ago and despite emails with the sales manager, I dont yet have an appointment. Not what I expect from a Cape Cod business, and certainly not consistent with my previous experience with Nantucket Sound. The rep I dealt with 3 years ago has since left the business, so no quality replacement that I can tell. Not many alternatives on the CPe for TV repair, but maybe BBB can help apply some guidance to get this once solid business back on track.

It is definitely standard acceptable business practice to take a deposit before committing to block the valuable time of technicians. As you mentioned, we are one of the few in the business, so we do have a lot of customers who called ahead of you. Yes, our rate for a service call is currently $150 minimum for the first hour and then $100 per hour in increments of 15 minutes. For areas that need more than normal travel time from Hyannis, we do charge $200 minimum for the first hour. For projects that involve new installation and setup, we do fixed bid contracts. And it was the same new ownership in 2019 during which you got our excellent service as you mentioned.

Short Return Policy 7 days Poor customer Confusing invoice Extra charge for another technician to program a universal remote which should have been programed on the first visit.Product possibly defective or damaged during transit from Nantucket Sound, or during installation Packaging box was removed and thrown away preventing me from returning the receiver.Sold me a defective HDMI cable which was replaced by me with a new one Refused to help me troubleshoot the Receiver over the phone, or allow me to hire one of the technicians to troubleshoot why the item is not working Threatened to take me to court if the credit card dispute did not go in their favor.

Customer paid deposit for a troubleshooting service call and indicated she may need a new audio video receiver. Customer approved purchase and installation of a new receiver and HDMI cable. We connected the new receiver and then sent an expert to program the existing remote control in a second visit. We applied the deposit towards the installation charge for the new receiver and HDMI cable and the remote-control programming. Technician noted that the customer said that she has no time to see the demonstration that he offered after the installation was completed, as she had to rush back to work. The programming expert was sent for a third visit to finish the demonstration for which we did not charge. Customer was given free remote programming ($150.00 value) and the free return visit to do the demonstration ($150.00 value). Customer then called after the return policy period was over and claimed that she does not know how to use the receiver and hence wants to return it. This request was denied as we sold a new working receiver and HDMI cable and spent considerable amount of time troubleshooting, installing, and demonstrating and the return period was over.

Nantucket sound would not come to my home without a $150 deposit to troubleshoot my receiver, that was purchased from them. ***** took the deposit and said someone would call me shortly with an appointment. 2 days without a call with an appointment, I called Nantucket Sound to cancel and get my deposit of $150 back. ***************************** told me they were very busy so I suggested we postpone until after the holiday season. Suddenly he found an appointment two days later because he didnt want to refund me the $150 deposit. I did not say I might need a new receiver, as I am not an audio visual technician. It was a service call. I was informed by one of the sales people there , that it would be an additional $150 charge if I needed a new receiver, for another service call. They said they will bring one just in case. I was never informed of what the receiver would cost. Of course the technician said I needed a new receiver. He tried to take my old receiver, but I was able to take it. I found out the old receiver still works.amazing!Nantucket Sound had all the information of my previous sales stored in their computer, they knew about the universal remote.I did not authorize Nantucket sound to charge my card without my knowledge, they didnt reveal or review the charges. The technician could not finish the installation because the owner *************************** or the manager didnt send him with the proper equipment to program the remote. I could not use the receiver, and they had to return because of their mistake. I assumed they would not be charging me an additional fee. They sent technician to finish late in the day even though i said I was pressed for time and could wait until Monday. I had to leave for work. I later found out after I was notified by my credit card company that my card was charged by them without my authorization, or signature. An additional charge of $50 was for Nantucket Sound. Sanjay said it was for gas. They never notified me they would be charging me for gas to come to my house from Hyannis to Falmouth. No one disclosed the SHORT return policy before taking the $150 troubleshooting call, or that they would kept my credit card on file to charge as needed. I had to ask for a receipt from *************************** because he never game me one or emailed me anything. The receipt didnt make sense. I am now left with a defective, damaged or used receiver. I had to replace the damaged HDMI canceled they charged me for, I am out over $900, because they took the packaging and refused to allow me to return it, or to hire one of their technicians to help me. **** told me I was out of luck without a box, and I should contact the ************************** of *************, they will help me. I asked if I should call the BBB. He said do whatever you want Nantucket Sound took my credit card sold me a defective, damaged, or used piece of equipment, removed the packaging, and then dropped all responsibilities to further assist me. They took full advantage of the fact that I am a woman, blamed me for not asking for the box or notifying them of a universal remote. **** told me it wasnt their responsibility any longer. They blamed me for not saying I had a universal remote, blamed me for not asking for the box. People Should know that Nantucket Sound has a short return policy, they have poor customer service they sell defective or damaged equipment and they took advantage of me as a women. *************************** threatened with small claims court the credit card dispute I filed does not go in his favor. I have phone records of how many times Ive called for assistance.

Nantucket Sound sold me a defective receiver and bent defective HDMI cable. They refused to help me troubleshoot the defective and or damaged receiver, they refused to let me pay for additional technical support. I could not return the damaged/ defective receiver because they took and destroyed the the original packaging.They did not inform me of the short return policy with original packaging on the phone when they asked for and charged my credit card for $150. This was for a troubleshooting shooting visit for an another receiver. They then charged my credit card for $783.10 for a defective receiver and cable, and an additional $50 for vehicle fuel to my house without my knowledge or consent. Nantucket Sound has poor customer service, they were rude to me, and they blamed me for not asking for the packaging. I was told we are not going dumpster diving for you. I was threatened with court action if a credit card dispute did not go in their favor. I was told to contact the Consumer Assistance Program, as they will protect me. Call my credit card company or do whatever I wanted because it is not their responsibility to assist me. An investigation has been opened,