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Dear Mr. Jingles,

I had purchased the Galaxian 3D, and 4 uses later my Green Laser goes out!! What's up with that? Did I just get a bad batch or was this light a "bad buy?" I want to know how long the warranty is as my 30 day exchange policy from Sam Ash ran out. Oh, and did I mention the light I bought was an open box? I payed $350 plus tax for this light that now just sits in my room because it doesn't work properly. What do I do?
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Dear Mr. Jingles,

I contacted ADJ's service department and they pretty much told me I am SOL as it has been past 90 days for ADJ to do anything about it. I am really disappointed in ADJ and the product that I have purchased for not being helpful in resolving my problem. I am wondering if there is a different way or something else I can try to fix the problem? My last resort is to buy another Galaxian 3D and Swapping it out with the new one and returning the old one or calling my Visa Check card customer service dept. and having them reverse the charges on that purchase so that I can get my money back.
Last edited by Former Member
OK, so you're past the 30 day return policy, so you're outside of the in-store policy. Typical. I mean, most retailers have that policy.

You contacted support, but I'm sure they didn't use the language you are suggesting. If you'd called me, I'd have been a bit more colorful! No, you're not SOL, as you've so eloquently stated. What it is being said is that if you expect a free repair, you are SOL. You've bought a used and open box item, which limits your options.

I'm sure Service would be glad to issue you an RA to facilitate a repair, of course you'd have to pay for the repair and possibly return shipping. This would be cheaper than buying a new item.

You're not to your last resort yet.

But, you have shot yourself in the foot. It would appear you're intending to commit some credit card fraud by the way you wish to pay and then "resolve things". Hey, at least it's on record now.

I am buying 3 fixtures, all open box and without a warranty from Guitar Center. They should arrive in a few days. I expect the items to hold up well because I've had good past results with ADJ products. If they don't, I have limited options but repair is always an option. I know I can get an estimate over the phone and then decide my next recourse of action(repair it, replace it, trash it, get something else). I may choose to return these items if I can find a better price elsewhere, especially if on new gear.

There's always options.

A repair would probably be a fairly affordable option to explore. Or, buy new next time to ensure you get the full warranty.

I've recently send a non-ADJ fixture to the company that made it. Hopefully they can repair it for a decent price. Odd thing is I am going to replace it and 3 just like it soon anyways, but the quad have more resale value fully operational.
Mr. Pickett,

Please understand that this is not your fault for the product not working so please don't take it personal. And no, the service dept didn't use those exact words, but that's how I took it. And a "Colorful" way of saying that I am going to have to spend more money on this product vs. the "actual" way I was told I was going to be spending more money on this product, doesn't quite sound to good to me either way! For $350 I would expect the product to last a bit longer.

When I purchased the product I was assured by the salesman that the product was well
manufactured so I felt comfortable with buying the product (He probably just told me that to make a sale). I also have other ADJ products that have lasted years without any problems as I've been buying ADJ products since '96. I've always been satisfied with the products I've purchased from ADJ.

And BTW, who said anything about credit card fraud? Don't get it twisted! I am simply just going to file a consumer product dispute as I have consumer protection against "DEFECTIVE" or lost merchandise on my Visa. In which this product does fall in one of these categories. Besides, whatever happened to "Good Customer Service?" Instead of arguing with the customer? A "Happy Customer" is good for business anyway! Businesses seem to forget that it's the customers that keeps businesses running and employees employed!!! Especially in this DEEP RECESSION!!!

And Mr. Pickett, I really don't care about what you buy, honestly. I was simply trying to see how I can get help with MY PROBLEM with MY PRODUCT!!!! Not to hear about you buying your "3 open box" items and what you would do senario.

Thank you
Don't call me Mr. Despite the fact that people consider it a sign of respect, I usually equate this to people who are uptight, suit-wearers, who I find to be orifices of a certain lower body types. I don't wear a suit.

For $350 on an open box buy item, you have to wonder HOW thoroughly Sam Ash inspected the item. But, not to defect Sam Ash or anyone else, but how can you be sure they are thoroughyl testing it? Chances are they fire it up, if it makes pretty lights, it passes and gets the "stamp of approval" and they move on. You take your chances on used gear period, even with a major retailer. Unfortunately, it took more than 30 days to fail, and in your case, more than 90 days. Your options are limited at this point, and regardless, it's going to cost you one way or another.

Let me step it up one futher:
How about a $25,000 open box item, with 25 years of age, being sold USED and AS-Is? Yeah, it's a bargain I found on an ALL ORIGINAL Telefunken ELA-M 250. Chances are high that it may have a failed component inside, which would cost me around $300 or more to repair with NOS(new old stock) components.

Now, back to the credit card fraud: you are planning to commit credit card fraud. Your dispute would be immediately invalidated because of the terms and conditions surrounding the original purchase. Since you agreed to those terms on the purchas, you can file the complaint and watch it bounce off the floor and get swept into the waste bin. The only one doing anything wrong here would be you.

Defective or not, your dispute claim is going to be invalidated immediately and discarded once any sort of research goes on. They'll see "bought used item with 30 day guaranty/warranty, item failed after terms. Client agreed to terms at point of sale. Claim rejected." You agreed to the terms when you purchased it, so your dispute is already moot.

Happy customer or not, you'd be wrong. Recession or not, you'd be wrong. Good Customer Service: I'm not privvy to what went on in that phone call, but it sounds like they said "hey, it's outside any possibly warranty due to the situation it was sold in, so if you want a working light, it's going to unfortunately involve some sort of cost for a repair", which is no doubt going to be less than a new fixture.

This isn't to say ADJ doesn't make good stuff. I've been buying their stuff since 2001, and I've been pleased. But, when you buy used, and that's from ANY product, you don't know the exact history. Seeing obviously abused things like dents, scratches, cracks, bullet holes(yes, some guy tried to sell me some speaker cabinets with bullet holes in them, needless to say I passed on that one). Abuse or bad prior operation can be easily masked or even hidden without the inspector knowing anything.

Your options are limited to the following:
Repair at your expense
Replacement at your expense
Chuck it. Please use an electronic waste handling service.
Get something else.(variant on replacement)

Don't think you're alone in this sort of thing. A few weeks ago some guy who bought a top of the line CSU/DSU off my father many years ago was crying to me and demanding I do warranty repair on it. Well, yes, the gear cost around $5000 around 20 years ago, and that was when my father worked directly for the company that made it. He then worked for the company that bought out the orginal company(and they continued to make the same product). He then moved onto a VAR-type company, which I also worked for, then we both formed our own data comm company, which is where this guy got my number from. Now, seeing as how my father has been dead for 7 years now, and the item only had a 3 year warranty, and the guy had this unit for well over 15 years, AND I haven't sold any data comm gear for 5 years(because I don't get good margins anymore), clearly, this isn't my problem. Yet, what am I supposed to do? I'm not going to bend over and take it back, this gear long ago served it's purpose and considering the age, was a fantastic ROI and had been fully depreciated on taxes, so they got their money's worth out of this item and then some. I know people using units FAR older than this one that are still running strong.

Or how about this scenario: At least once a month, people call me about used gear from the same company, mainly expecting me to repair it for them for free. Wait, I don't work for that company, never did. Second, I didn't sell it. Third: My time is apparently worth so little that I'm expected to dig deep into my pockets to repair this gear out of the goodness of my heart? So now I have a bad reputation because I won't lube up my backside and let customers rape me over items I actually have ZERO responsibility for.

(and yes, I can repair these items, but no, I ain't gonna do it for free either)

Business seems to recall exactly what keeps them in business in the first place. You bought a used unit with an unknown history with a 30-day store warranty. Honestly, after that, you're on your own. ADJ sounds like it tried to find a way to extend that warranty to a 90-day warranty, which you unfortunately didn't qualify for either. That's the chance you took and unfortunately this one backfired on you, despite your past previous experience with ADJ. And based on my previous past experiences with ADJ is precisely why I bought 3 units under the same circumstances as I felt it would be a safe bet.

You're right, you're a customer, and happy customers are good for business. But, whining customers who are expecting things they aren't entitled to are not good for business, happy, sad, suicidal, homicidal or otherwise.

Now, going back to my case:
If my dealer that I normally use can do B-stock price matching(with full warranty), you can bet I'm jumping ship and going back to my prefered dealer. If not, my options after 30 days are as follows:

Repair at my cost, which will still be cheaper than a replacement.
Replacement, which if I do so would be NEW only.

I paid via credit card, and the terms and conditions are clearly laid out. The items come with a Guitar Center 30-day satisfaction guaranty and NO manufacturer warranty(even though the items are so new they are still under the 3-year warranty just via age of the product period). I understand these terms and am stuck with them.

I guess it comes down to:
What part of the agreed upon terms and conditions of the sale were you having a problem understanding?

Which comes down to the following:
Repair at your cost
Replace at your cost

You've exceeded any warranty, expressed or implied. Those are your choices with ADJ. Really, their hands are tied.

If a $350 item failed on me, I'd be angry to, but I also know my options going forward so I know my recourse of action. And for $350, I'd also expect the item to last a LOT longer(say, 5-7 years LONGER!!). Used is a gamble. Sucks that you lost. Sucks that it cost you. I'd feel the same way if it happened to me.

Now, if ADJ repairs the item and it FAILS again, then you've got a basis for a dispute on the repair IF the repair fails within the terms of the repair warranty.

I strongly suggest the repair route. You're not going to get any further than you already have with the angle you're going, even if you were handling it in a more polite manner. Of course, nothing leads me to beleive you're not handling this in a polite manner.

Look how much I talk up ADJ products. They don't cut me no slack or give me any favors. To them, and no offense to ADJ, I'm just another faceless customer, no better or worse than anyone else. I get the same courtesy any other ADJ customer deserves.

Want full warranty? Buy new. That's about as good as you can get.

Your help is:
Repair at your expense
Replacement at your expense.

You have other options, but they won't net results, so they are not worth discussing anyways, and will most likely cost you some amount of money anyways, unless the mystical Gear Fairy comes down and with his magic wand magically fixes your gear or grants you a new one.
(or is that Gear Faerie....)

It's been made clear. Now the choices are yours.

Sorry for your loss.

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