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Author Topic: AES: poor customer service  (Read 16333 times)

AC5YV

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AES: poor customer service
« on: October 24, 2000, 09:30:16 AM »

Would like to point out a comparison which I have recently had first hand experiance with.
About 8 months ago I purchased a Yaesu 1000mp from HamRadioOnline (HRO). The day I recieved it I opened a factory fresh box, set the radio up and powered it on, something went pop and it was dead. Called HRO, the were very helpful, and said it would be replaced. 2 days later I was still packing the 1000MP up in its original stuff when I recieved another factory fresh 1000mp which has performed flawlessly.
Now for the comparison. 2 weeks ago I ordered a New ICOM 746 from AES. It arrived double boxed, but the factory box had been opened. The protective covering on the radio's CRT had already been removed. After 20 minutes of power on listening while I read the book, recieve just quit (Apparently a known problem). A call to AES's service department directed me to send it in for a replacement. I boxed it up and sent it the day after I recieved it (At my expense). UPS indicated the package was delivered on 20 Oct, I requested a confirmation from AES that they had indeed recieved it. The first message was "When they do recieve it the will "Repair" it and send it back. (So much for the new replacement). Second message was dated 23 Oct, which stated that it had been recieved on the 20th but had not been "CHECKED IN".
Enough said, HRO will get my business.  
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AC5YV

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AES: poor customer service
« Reply #1 on: October 24, 2000, 09:40:47 AM »

Above all else I will be fair. I was contacted today by AES. What happened should have never happened according to them. A new radio was shipped out today, hopefully it will be "New".
I have done business with AES since 1986. I have spent thousands and thousands with them. But the other reviewer is correct, the proof is in the pudding when something is wrong.
My point of the first review is that price is not everything, it cost me $40 bucks to ship and insure that radio back to AES. That far outweighed any savings that I might have achieved over another dealer. And not to mention the inconveniance.
I also asked the Review Manager to start another category of "Dealers". I think it is important for us "Consumer's" to share, good and bad!
AC5YV  
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KQ6EA

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AES: poor customer service
« Reply #2 on: October 24, 2000, 11:56:52 PM »

Hmmmmm....maybe they visit eHam.net???
Just a thought!
73, Jim
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AC5YV

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AES: poor customer service
« Reply #3 on: October 25, 2000, 07:16:48 PM »

I first posted this message, then an update!  Now for the continuing SAGA.  I previously posted AES (Tom) had called me and assured me that he personally shipped a NEW radio to replace the (USED/DEFECTIVE) one I had originally recieved.  I asked twice so that there would be no misunderstanding, "Are you sending me a New Unoppened Radio"  Answer was an emphatic YES!
The radio I recieved today is NOT NEW.  Actually it is the original used radio that I sent them to start with.  AES has been kind and courteouse the entire time they have lied over and over to me!  

Anyone have any suggestions as to what I should do next?

Richard
AC5YV
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AC5YV

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AES: poor customer service
« Reply #4 on: October 25, 2000, 10:27:17 PM »

I just don't believe it.  To top it all off, they apparently fixed the recieve, but now there is no transmit at all.  I double/triple checked everything on my end by taking the 746 out of line and puting a FT-920, TS-850 then a 1000mp and all of them work fine. So do the math folks, I spend $1400 bucks - get a used radio that does not work, spend $37 more to ship it back, get broken radio shipped to me again.  If I ever get a NEW 746 it will be the most expensive 746 ever sold.

AC5YV
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AES: poor customer service
« Reply #5 on: October 25, 2000, 11:52:43 PM »

Here's your first lesson in Consumer 101:  Assuming you made this purchase with a credit card, you have the right to dispute the charge with the issuing bank within 60 days of purchase date.  To do this you will need to send a letter to the address listed on the reverse of your statement. A telephone call to the credit card company will NOT protect your rights.  The credit card company will notify AES that the charge is in dispute and request a statement of facts from the vendor.  Usually that is enough to get the issues resolved since someone in the AES administrative office needs to deal with the credit card company.  To be perfectly honest, just the fact that the initial radio shipment arrived in an unsealed internal carton would tell me that I got someone else's item that was returned to AES or at least some demo model that got shipped out.  I would hold up the charge based on that alone!  It's time for you to start taking action, OM!
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AES: poor customer service
« Reply #6 on: December 01, 2000, 04:07:37 AM »

Re: consumer 101

The anonymous poster flunks....

If you want to dispute a charge, you have 60 days from the time the cc company sent the bill to you for the charge you want to dispute....NOT 60 days from the purchase date....

That could mean you may have nearly 90 days from date of purchase, if you purchased early in the billing cycle....

Please remember to check out information posted here for yourself and don't take any posting as gospel...

Many posters have hidden agendas.  
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K7LA

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AES: poor customer service
« Reply #7 on: December 05, 2000, 11:05:48 PM »

Okay, so what's your point?  60-90 days dispute time is all the better assuming a credit card was used for the transaction.

The issue here is to take positive consumer action in resolving the problem with the retailer.  There is no "hidden agenda."
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KA9ZWF

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AES: poor customer service
« Reply #8 on: December 13, 2000, 01:12:14 AM »

To: K7LA

My original POINT was to bring out the fact that anyone can post information that may or may not be true...ie; the poster that gave incorrect info re: chargebacks...his info was flawed, yet he posted it as if it were factual....

I agree, if you have a problem w/ a company you should take positive action....

I disagree, that a person should read a post by someone re: a company and assume the facts are as posted.....

Do you know the poster?....does he have a hidden agenda behind his flame of a company?

I could make up an elaborate story about a manufacturer and post it....How many people would believe it and make a decision about a company based on that info?

The internet is a wonderful thing, but very dangerous also.
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N8CH

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AES: poor customer service
« Reply #9 on: December 26, 2000, 07:50:23 AM »

I purchased a new 1000D from AES. It arrived a few days later and I went out of town for a week. Golfing in Myrtle Beach. When I returned I was anxious to try the best of the best, but it would not receive out of the box. I called AES and was told to send it back. I asked for a new radio and was told that the ten days had expired. It was only eight days. since I received it. The three days in transit count in the ten days. I asked them to give me an RMA number. They cut a will call ticket and UPS picked the radio up the next day. I called AES three days later and was told the radio was there and would go on the bench that day. 2 hours later I received an email from the technician telling me what the problem was, it had been fixed and the radio would be sent out that day.. 2 days later I received the radio. fired it up and it has worked flawlessly since. Don't pay the shipping. It's their nickel. I received excellent support. Yaesu has some QA problems but no complaints about the guys at AES. I'll be back. It was a faulty cable between boards in the radio. The tech told me the exact problem.
Chuck N8CH
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KB1FPZ

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AES: poor customer service
« Reply #10 on: December 27, 2000, 09:59:23 PM »

Sometimes I find that it is much easier to send the raido back to the manufacturer rather than the retailer.
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WW3S

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AES: poor customer service
« Reply #11 on: January 03, 2001, 02:36:26 PM »

I have had excellent service via phone with AES Cleveland and AES Milwaukee. I have been very disappointed however when visiting the Orlando store in person. We visit Orlando every year and I have always made time to visit the store each time we go and every time its the same thing: no one wants to take the time to show me new items, talk about problems with new rigs, just things in general. In all honesty I probably wouldn't buy anything major that day but when I do I usually buy from AES even though it may not be the Orlando store. I always buy something however and still just don't feel welcome in the store. Its tuff to beat the phone service/shipping from AES Cleveland although HRO in Delaware is right up there.
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