LogJam Electronics Very Poor Customer Return Policy Internet
I contacted LogJam prior to my purchase to confirm that their iPod Interface Kit would work with my 1999 Mercedes CL 500.
Their email: "If your '99 CL500 has the Mercedes D2B fiber optic audio system, and it has the Mercedes fiber optically connect CD changer in the rear of the vehicle, then the I-MB-D2B iPod interface will work in the vehicle. Yes, you can return the interface if we say it is compatible with your vehicle (and we do) and it turns out that it isn't, then you can return the device for a full purchase price refund."
I received the item and it did not work in my car because the 1999 CL 500 only came with an analog connection, not a digital connection to the CD changer. I contacted LogJam for a refund because it was not compatible with my car, and I was told that it was my fault for not knowing the difference between an analog and a digital connection. They refused to refund my money.
I contacted the manufacturer of the device, their supplier, Dice Electronics. Dice was very helpful, they looked up my make and model and told me that that device would not work with my car. They also told me that they supply the compatibility list of all of the makes and models to their resellers, so LogJam should have known that it was not compatible. Furthermore Dice Electronics said, in their professional opinion, that it was unrealistic to expect and end user to know the difference between an analog and digital connection.
I tried to reason with the owner of LogJam, and for twenty minutes he just kept repeating that it was my fault for not knowing the difference, then he finally agreed to issue me an RMA. The RMA never came, he stopped responding to my emails, and did not return any of my calls. It was $499.95.
I was cheated pure and simple. I have seen other reviews saying the same thing. Buyer beware.
1 Updates & Rebuttals
Logjam Electronics Management
Anderson,Indiana,
USA
Two Sides to Every Story
#2REBUTTAL Owner of company
Fri, August 13, 2010
Some of what this customer is saying is true. However, many of the statements have been taken out of context and distorted to support the customer's viewpoint. Let me also state for the record that the customer has been refunded all of his money by his credit card company with money taken from our PayPal account, but still has not returned the product back to us. So not only are we out our $499.95 plus a $10 PayPal processing fee, but we have no product returned from the customer. His claim of being "cheated pure and simple" seems to be exactly what he has done to us.
Before the purchase, we clearly stated to the customer that the product in question is not compatible with his 1999 Mercedes, and that the product begins it's compatibility with the 2000 models. It states that very clearly on our website. However, because we know through experience that some prior year vehicles built late into their model year can be outfitted with the new year's radio system, we told the customer that IF his '99 CL500 did happen to have the D2B fiber optic system installed, then the device in question would work, as this device is a fiber optic device. Statements to this fact can be seen in the customer's original report. And if it didn't work with the D2B fiber optic system, he could return it for a refund.
Claiming not to know how to recognize the difference between an analog system and a fiber optic system seems convenient when all it takes is a 30 second Google search to locate and read that information.
We have worked very hard to build our reputation as being a very strong customer service company, and find it insulting for a customer to stretch and distort the truth just to feel some sort of satisfaction in ripping us off.