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| - On February 14th, Valentine's Day, my boyfriend, our 4 year old, and I stopped into the Chandler location of Audio Express to "price out" a new deck for my boyfriend's 2012 Nissan Altima. The gentleman that "helped" us immediately started talking to us like we were complete idiots. He was demeaning in the delivery of his answers any time we asked a question. Basically, he made us feel stupid for not knowing anything about car audio... that should have been a red flag, and we should have walked out.
After some looking around, the gentlemen "helping" us talked us in to pricing out a unit. The unit wasn't really in the budget for what we were anticipating spending, but this was quickly remedied by being offered the Progressive Financing. So, we decided to move forward with it... EPIC mistake.
As we were leaving, with our newly purchased product in hand, and an appointment set for February 21st, we were stopped by the gentleman "helping" us. He explained that an install space opened up and he could get our installation completed by 7pm as he was leaving early to celebrate Valentine's Day with his wife.
So, we raced home to pick up our other car and raced back to drop off our Altima. When we were completing the transaction, at no point did the gentleman "helping" us EVER explain that we would receive an external microphone for phone calls, that the steering wheel buttons would not work, or that there was a NO refund policy. We don't know anything about car audio and trusted this gentleman to explain everything to us in detail, but he was clearly more interested in "making the sale."
So, around 5pm, we received a call stating that our vehicle was, in fact, ready for pickup... and that the installation was complete. When we arrived, we were greeted by everyone and taken to our car to get a tutorial of our new system. Little did this different salesman know, the only thing that worked was the actual unit. The steering wheel buttons were completely deactivated, the Bluetooth did not work, and there was a newly installed microphone right smack in front of the speedometer.
Here we were again... waiting, as this new salesman took our vehicle to the back. With our 4 year old, we waited for about 30 minutes while they tinkered with the vehicle. After waiting on the sales floor with a bored 4 year old and an irritated girlfriend (we had dinner plans), we were asked to come back because they had never seen a wiring system like ours before and it's going to take some more time.
We left again, only to be called back almost 2 hours later, with the salesman on the phone stating that they "couldn't figure it out". Irritated at this point because it was almost 8pm on Valentine's Day, we picked up our vehicle and made another appointment for Saturday, February 21st.
One week later, on February 21st, we arrived at the same Audio Express location in Chandler to drop off our vehicle for "completion". After we waited the entire day, we received a call stating that everything was once again done and the vehicle was ready for pickup.
Here is the best part: When we walked into the building, the original gentleman that was "helping" us immediately stated "I hate your car!" Wow, how professional. After this lovely statement, the same salesman that gave us the tutorial initially, brought us back to the car to show us everything that was working. Now, I didn't say "to show us everything working", I said "to show us everything that WAS working" as half of the steering column buttons were hazards of the new install and will never work.
After feeling an inkling of satisfaction, my boyfriend said goodbye (and good riddance, in my opinion) to everyone and we got into our cars. I called him immediately because I wanted to hear this external microphone, and shocker, it sounded like garbage. I could hear every word that I was saying to him, but could barely hear anything that he was saying to me. So here we go again... we asked the salesman to come back out and hear what we were hearing. Now, this place must hire the BEST actors in Hollywood as a call was made to the store clerks inside and they stated that they couldn't hear anything wrong. WOW.
We finally just conceded to the car audio gods that we lost a good fight... but now, we have changed our minds. We have had the deck installed in the car for 12 days now, but if you want to get technical, 19 days if you count the initial installation disaster. All we want is our factory system installed back into our car and our money back. We DO NOT want anything to do with Audio Express nor, will we ever recommend any of our friends or family members to shop here.
There is always a way to make things right for a customer, but sticking us with the full bill and the factory and new deck, is not the way to go about that. Not only was our Valentine's Day a complete disaster, we feel that Audio Express misrepresented themselves and we were mistreated, lied to, disrespected, pushed aside, and forced to settle.
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