ComplaintsforDX Engineering

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased item in warranty. Called and approved to send for repair mod.Sent on June 13 and they received June 14 at noon-signed.Called for 3 days on update. Each day return call was promised but did not happen. Another call and salesman said item was on bench for install soon. On June 22 ,around noon, received call from **** that the mod had been completed and seemed to be fine except extended stress testing and the amp went into failure and serious damage.Said amp was to be replaced with a new mod unit. Also I received an email from **** stating this. A few more days and no shipment was sent so I inquired again and was told the voltage plug had to be changed to 120 volts that this would delay shipping again until June 27. No notifications till evening and 1 invoice was a **** for the replacement that they destroyed of mine that I own and another no charge replacement with no product available at this time.Been a customer many years. The run around is very disappointing.

  

  Business response

  06/28/2022

  Thank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our companys mission.
  
  Below is a brief summary that has transpired thus far regarding the matter ************ has brought to your attention. I believe we have gone above and beyond in not only trying to assist ************, but have also upgraded the equipment and saved a significant amount of downtime by handling this in house rather than sending the product back to the manufacturer themselves for repair. Please see the details below:
  
  
  ******************* purchased an Acom 700S amplifier on 3/31/21,order *******.
  
  Recently, the manufacturer announced a 10m repair modification that was available.
  
  Normally, to perform the service work, the customer would have to pay to ship the heavy amplifier from his home in ************ to our Acom Authorized Repair Facility in **********. Turn-around time for the return of an Acom amp can at times be four months or more.
  
  Trying to provide exceptional customer service, we arranged for the modification to be done in house. The modification was performed but the amplifier had additional issues that caused it to fail under testing.
  
  Normally at that point the amplifier would be sent to the repair facility in **********. For a second time DXE stepped up and offered to provide the customer a newly modified and tested unit from our current inventory.
  
  During this time the customer called multiple times a day and was kept informed via email and phone.
  
  The customer was informed on Friday 6/24 that his amp would be delayed from shipping on that day. All amps arrive at DXE wired for 240v, he is running his on 120v. The amp had to be modified to work on that voltage,delaying shipment a day.
  
  When we keyed the new invoice, obviously the upgraded unit appeared at a higher price, but it was adjusted accordingly.
  
  In conclusion, the customer is receiving a much newer amp,with modifications installed, completely wired and tested. He is getting the amp in a few short weeks, not months. He saved hundreds in shipping charges. He was kept abreast of the whole process. Not only has the unit been completed,but it is shipping back to the customer today. He will receive a shipping confirmation later this evening or very early tomorrow morning.
  

  Customer response

  06/28/2022

   I am rejecting this response because:
  Dear Sir; ******* facts have been incorrect. Amplifier was purchased 4/19/2021 per my invoice in hand #****** as submitted to DX Engineering with the amplifier. Because of the simplicity of the repair/modification, I was told amp could be repaired in house by DX Engineering in a week timeframe. I knew this to be because just prior to myself,**** Childress (NA4I), was offered the repair to which he refused for a refund. **** and I reviewed the repair procedure and info from *****.I do appreciate the courtesy that is stated but that should be standard for a long term customer. Communication was almost impossible to learn of the happenings; 3 days straight I called and was told a callback would happen which it never did. I initiated ALL conversations. Being completely in the dark of the situation was difficult with little communication.After being told the amp had been damaged after the modification was completed it became even harder to get timely info on the situation.The replacement offer was never the issue. Communication and timely activity on the replacement of my amp that was damaged was. I have run an oil company business 44 years and learned customer communication is the most important aspect of a business. Squables with a customer never helps a business.

  
  

  Customer response

  06/29/2022

  [Received additional information via BBB live chat]

   

  "Just checking relevance on my grevience with DX Engineering as my complaint is even more solid. The claimed replacement shipment as claimed by them yesterday never happened as the prior promises did not hold correct by them."
  

  
  "The item of mine they damaged in a repair has been promised replacement now for 1 1/2 weeks by emails and call. but, never happens"
  
   "What they started in the rebuttal to you on the replacement is not even in the works .No contact or tracking or shipping. my item value is nearly $4000. This is what I have been going through."

   

  

  Business response

  07/01/2022

  Both tracking and the customer have confirmed delivery of the product. The consumer stated once he was home, he would go over the product and get back with us. 

  Customer response

  07/01/2022

  [BBB transcription via consumer email]

  Your help has been greatly appreciated and extremely insturmental in the settlement of this issue. The replacement amp arrived today. This matter can be closed.Thank you very much.

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