ComplaintsforHi Fi Sound Connection
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Complaint Details
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Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hifisound connection is taking their time about sending my wannarty replacement, I'm trying to see what's the hold up? If their not going to honor the wannarty I need to be reimbursed. $1940.99Business response
08/07/2024
Background:
The customer placed an order on October 19, 2023, for the ***SUBPACK154, which included a Kicker Quadruple sub box loaded with Kicker L7 subwoofers, one Harmony ***** ***A1500.1 amplifier, and one Harmony ***** ***AK0 amplifier kit ($1790.99) He also purchased an additional Harmony ***** ***A1500.1 amplifier at a discounted price of $150 (regular price $239.95), bringing his total order to $1,940.99. This order was shipped the following day via ***** Freight shipment ************ and delivered on October 23, 2023, signed by Mr. ********************************* Claims:
On January 29, 2024, the customer initiated a warranty claim for all items, citing his technician's assessment that the sound system was defective. However, on February 21, 2024, we received only the two ***A1500.1 amplifiers. Despite the discrepancy, we promptly created a replacement ticket and shipped the replacements the next day (tracking number ************), which were received by the customer on February 24, 2024.
It is evident that the initial claim was exaggerated, as only the amplifiers were returned. Nevertheless, we honored the claim and provided expedited replacements at no cost to the customer.
On July 14, 2024, the customer contacted us again, asserting that both replacement amplifiers were defective and requesting to exchange them for brand new Kicker amplifiers. This request was made 269 days after the original purchase and 143 days after the replacement order, well beyond the standard 30-day return period for electronics and car accessories from the original purchase date to EXCHANGE for an entirely different item.We declined the store credit he requested but, we did not deny the customer the warranty service for his ********** amplifiers and sent him brand new ones.
On July 27, 2024, the customer reported that one of his subwoofers was malfunctioning. We authorized a warranty exchange for the single subwoofer. However, on July 31, 2024, we received the entire Kicker Loaded Quad box, both ***A1500.1 amplifiers, and the ***AK0 amplifier kit, contrary to our instructions to return only the defective subwoofer. We could have refused this return as it was not authorized, but we chose to proceed in the interest of customer satisfaction.Testing and Resolution:
As per our standard warranty procedure, we reserve the right to test returned items before replacing them. Upon receiving the returned items, we thoroughly tested them and found all subwoofers to be in perfect working condition, which we documented on video.
Company Policy and Customer Service:
As a major retailer of car audio products, our warranty process is faster than the standard exchange process from other manufacturers or resellers. Typically, other sellers can take a month or longer to process and deliver replacements due to multiple steps involved, such as initial diagnostics, repair attempts, and longer shipping times. In contrast, we have consistently expedited our warranty services and shouldered significant shipping costs, reflecting our commitment to exceptional customer service.
The original shipment of this order cost us $400, and we covered the freight expenses for sending the replacement amplifiers on February 22, 2024. The customer now expects us to cover the $400 freight cost to return the Kicker Quad loaded subwoofer box, which was found to be in perfect working condition.
We do not repair returned items; we replace them with new ones, a policy that seems to be exploited by the customer to obtain an entirely new package before the warranty period expires. Despite this, we have always prioritized our customers' satisfaction.Conclusion:
In conclusion, we have acted promptly and generously to address the customer's concerns. We expedited replacements, absorbed significant shipping costs, and tested returned items to ensure their functionality. We believe the customer's repeated claims and demands for new products well beyond the standard return period constitute an abuse of our policies.
Nevertheless, we will be shipping back the perfectly functioning Loaded Kicker Quad box, along with two brand new ***A1500.1 amplifiers and one Harmony ***** ***AK0 amplifier kit, at our expense.
We hope this resolution underscores our commitment to customer satisfaction while also maintaining the integrity of our warranty policies.Customer response
08/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Customer response
08/19/2024
They never sent my stereo equipment back. I was waiting on a tracking number.Business response
08/19/2024
Just waiting on confirmation of shipping address as this has to go freight. Box and new amps are on a pallet and ready to go. Please confirm so can go out ASAP refund is not possible.
Thanks
Initial Complaint
03/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a part described as a **** Thunderbird 1983-1997 factory OEM replacement radio stereo powered antenna, received 6/21/23. Due to various circumstances did not open until 2/25/24. Two descriptions on invoice. Description as OEM part with 0 charge, and description of Harmony ***** with charge. The parts box also stated that it was a universal replacement. I have been searching for this part for a while, if I wanted a "universal" part I would have bought one, but in my experience they rarely work as is the case here. **************** refused to refund stating "it was a time issue" and offered to replace with same useless part.Business response
03/01/2024
Unfortunately our return policy only allows a 60 day return period. The listing was not described as an OEM part but as a replacement part. These parts are listed within the **** part catalog as fitting within these vehicle types.
This order is nearly 9 months past the initial order date and we are unable to offer a refund at this time. There are physical limits in place by the card processor directly. Our team has offered the customer a return for replacement or store credit which was not approved by the customer and is already well beyond our normal policy and an exception made for them. The customer if he would like can return the item for a replacement part within our entire store catalog, if the item is received in resalable condition.
Initial Complaint
01/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Sent my broken amp back. After much harassment. I got a call about shipping information, that was never provided. So today i get the amp back and it is the wrong one. I call and get an ****** named *****. After 30 min i ask for a supervisor. And after another 30 min i am here doing a complaint. At this point i need MY equipment returned. And i need to be compensated for the wasted time this ********** company keeps offering. I sent back a kicker 360.4 and got back a 1200.1 .. I think this company should be fined. *********Business response
01/17/2022
Hello *******,
On March 13th 2021, You had purchased a *******.1 from us, and on and Apr 11th 2021 a ********
We apologize that there was a mixup on what was checked in and sent back to you. What you had received by mistake was more expensive and completely wrong from what you were anticipating. We are having someone reach out to you to provide a fully prepaid label back to our location and getting the correct return sent out to you asap.
Customer response
01/18/2022
Complaint: ********
I am rejecting this response because:
After being treated as a thief, i need compensation for the inconvenience of not having my amp. It has been over 3 weeks. And very poor service. I have shopped over multiple platformmss.
Sincerely,
******* **********
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.