Complaint Review: Audio Express Chandler az - Chandler Arizona

Expected too much?

I went in to Audio Express in Chandler on a Sunday to have a dvd player installed on an Expedition I had purchased the day before. I went in because I have heard the commercials for the "home of the $1 install" for years. They had a deal for a Screen and player for $449. I thought sweet that’s a good deal and with only $1 install that would work for my Family. I went in when they opened and talked with Dillon (horrible customer service but I'll go into that later). I had to wait a long time 30min before he was able to help and his excuse. It was managements fault for only scheduling 2 people. He said they were sold out of the promotion and pushed me toward a more expensive player and head unit. He said oh it will only be $1300. Yeah right. Bait and switch! After telling Dillon what I wanted. I wanted to be able to play movies through my system via usb thumb drive. He stated that he had no idea how to do that. I would have to find some converter and convert the files to a format that would work on the system. But he had no idea what would work. I eventually settled in on a flip down monitor that had a dvd player built in. I assumed (my mistake but I’m not a car stereo expert) that it would play WIRED through my cars speakers through the stock radio. Oh no it is a FM radio frequency played through the stereo. The audio quality was terrible. There was so much fuzz it was basically unusable. Dillon did not see that this was an issue. His solution was buying headphones. Yet another cost. My wife brought our vehicle back in and Dillon the Assistant manager (same as our sales guy) was basically useless he had to call his manager for everything. He argued with me and my wife and flat out lied about steering wheel controls and that he would fix my headliner. He was not willing to do anything. We were so fed up that we said to just remove the screen and we will go somewhere else. My wife and I were so angry by this point we didn’t want to have anything to do with Dillon or this store. In comes Ruben he is a rock star if you have no other choice but to go to Audio Express see if you can get Ruben. He calmed my wife down and they settled in on the original deal with somehow became available. Install was completed and low and behold during the install the damaged the dashboard putting the head unit in. Dillon comes running out and oh yea we will get this fixed no problem. Also there were holes in our headliner from the previous screen. He said yea we will get this taken care of too. So now we have to take our damaged truck that we had just bought on a road trip with a system that still doesn't play movies via usb. I had spent 6hrs trying to convert files to Mpeg1 or 2 for use on the Kenwood DDX-271 with no success. So we have a dvd player that plays only dvd's. I called back to talk to Jake the manager and he was willing to eat the cost to put in a bigger screen of the same brand to cover the holes and have my dashboard repaired or replaced. We agreed on this and set up an appointment for Tuesday after Thanksgiving. I come in at the agreed time and tell him that the brand of screen that is currently in our truck is cheesy and does not match the interior of our Expedition. We decide to go the original screen to cover the holes and I would pay the difference. I assumed (again my fault for not asking the right questions) that it would play through the newly installed head unit and not the radio frequency which was the reason we had it removed. But no.... it was the same issue. Also the switching back and forth from dvd to the flip down monitor is a nightmare. You need a degree in car stereos (if that is even a degree) to figure out settings. To get the dvd player to work with the screen and then just the screen and then the usb for the screen that kind of works is such a nightmare! You have to take the usb out and then put it back in and it sometimes reads it. Jesus’s solution don’t use the usb.

After the install I inspected the dash. It was not a repair but more of a cover up. They think a repair is to spray color match spray paint to cover up the damage they caused to the dash. Not only did they just cover it up they over sprayed on other parts of my dash and did not clean it up. You would think, being a manager of a store, that if a customer is getting their vehicle delivered to them he should be there to make sure all was well. Was Jake there??? No he was in the back room or somewhere and Jesus was there. Not Jesus Christ.. He (God) knows I could have used a miracle at this point. But no such luck. Jesus was nice but he asked me to buy a usb stick and put movies on it for him and he would pay me back... Really???? Overall this has been the worst customer experience I have had ever! They tried to make it right but came up short. At this point with all the wasted time and money I don't think there is anything they can do to make it right.

If management reads this PLEASE TRAIN YOUR EMPLOYEES on better customer service and Product knowledge. Especially customers who want to convert files and make them work on their systems! Which systems play what types of files.

Pros: None Accept Ruben

Cons: Dillon is a liar and a cheat and should never be customer facing. Jake was ok and handling my issue but did not follow through. Jesus is nice but not much help. Products in this day and age should be able to keep up with technology.

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