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| - I grew up listening to Audio Express commercials in West Texas so when the stock unit in my 2005 CRV stopped functioning I thought of Audio Express. I stopped in to see what their total price including installation would be compared to Best Buy. By the end of the deal, they came in $20 cheaper than Best Buy on the unit and $400 later I was promised that my steering wheel controls would be mapped and I would be enjoying my new system in a couple of hours.
Upon picking up the vehicle and doing some due diligence after the demo, it was clear that the channel/track advance button wasn't working. The volume and mode (which cycles through Tuner, Blue Tooth, CD, Aux) were working just fine. I quickly pointed it out to the rep that helped me and he said they'd promptly take a look if I could leave it with them for a few more hours.
Upon returning, the track button and volume was working but the Mode was no longer working. Pressing it displayed ATT. I once again showed the rep that we had made one step forward to steps back. His initial response was that they do their best to match up the buttons to the commands but that sometimes programming is really hard. Of course, I didn't accept this excuse as I had just paid an extra $200 in parts and labor for this steering control module that I had been promised was the best in the business. The rep offered to take another look but at this point, I'd burned enough hours in the day and we agreed that I'd come back.
I did. Leaving the car for the third time in a week, I got a call from the rep indicating that the technician had tried everything under the sun, searched the web, and just couldn't get this module to work. He informed me that there was an even better module that he'd have to order and guaranteed it would work but it would take a few days to come in. During this time, completely accidentally, I learned that the Mode button was working and that if I hold the track/channel button down for two seconds it works! Another nit was that while the Mode button was cycling through Tuner, Aux, BT and CD, it would not deep cycle through Tuner into the bands.
So I waited four days and no one called so I called in and was informed that the rep was out with an injury but he had the module at his home. Another three days later no call, so I called again and was told the module was here and I could come in to to have it installed.I informed anoter rep (because my rep wasn't there) that the unit was actually working OK but the channel/track thing and the Mode not cycling bands was annoying but livable. He told me that the new module should work perfectly and recommended they put it in. Fine.
Would you believe if I told you that Mode no longer worked for Blue Tooth?! I call the shop and let them know that after 4 trips this still isn't working. The rep tells me that Blue Tooth just might not work. What? I told him that it worked just fine with the other unit and that the issue was the two second hold for tracks and that Mode didn't cycle bands. He tells me that if that's the case, he can just put the other module back in.
Another two trips there and back and more time lost, the old module is back in the car and working as expected. I drive off, hoping to never have to return and to my shock find that the trim that is part of the 3rd party conversion kit for the new unit has been cracked, likely from pulling the unit in and out so many times. Worse, the tech apparently tried to cover it up by coloring the strained plastic surrounding the crack with a black marker.
The next day I return to point out the issue. The trim is installed so poorly that you can see the cut lines into the enclosure exposed at the top. After a 2nd adjustment, you can see a 3 mm gap on the left of the trim with a clear view into the guts of the unit!
A few observations before I close:
1. I intentionally didn't name the reps I worked with because I believe they are generally nice guys and are just trying to do their jobs.
2. It is clear that there is a management problem at this store and perhaps the chain in general. After 7+ trips back and forth, you would think that their CRM would prompt management that something isn't right. At best you have a customer sat issue brewing after 7 trips and at worst you are totally thrashing your reps and technicians.
3. Audio Express seems to really hold true to their service guarantee for which #2 is a symptom. The problem is that they seem so focused on the process of upholding the guarantee that no one stopped to think outside the box and actually SOLVE MY PROBLEM. It's like a hamster on a hamster wheel that keeps spinning but never actually moves an inch. He's active, he's moving but nothing's happening.
4. At no time, not even once did I get an apology. Not a sorry for my time away from work and my weekend. Not a sorry for making several trips, not a sorry for breaking the trim and trying to cover it up. I also have never gotten a call from management.
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