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Conrad Johnson Repair Issues

The Post I Never Dreamed I’d Write
About two weeks ago I sent my beloved Conrad Johnson Premier-17 back to
the Conrad Johnson factory for repair because it stopped making any sound whatsoever. It apparently blew some internal component.
I soon received an email acknowledging receipt of the unit and an estimated bill
of about $523.00 not including parts.
On 10/14/2016 I got a phone message telling me the preamp was fixed & total charges were $579.00.
I called a few days ago to give my credit card info to pay for the repairs. The CJ
employee told me that “we also need to tell you that the unit was damaged during
shipping & the damages are not repairable because it involves damage to the structure of the unit & those metal parts are no longer available." The damage was not mentioned until that point.
Photos showed the actual frame of the preamp was twisted & bent. It looked like it had been dropped off a two story building without the box.
The repair manager felt it would be pointless to file an insurance claim because
they would automatically deny any claim where the box was not damaged & refused to assist me with any insurance issues.
The CJ phone rep assured me that Mr. Johnson, the owner, would call me that afternoon but he never did.
I did get a call from the repair employee who said they just want to
get my payment information & send my preamp to me.
I shipped U.S. Post Office & insured for $2000.00.
I’m shocked to have this happen with this company. I've had several pieces of equipment repaired by them with great service.
I would appreciate any advice. I'm a little shaken & confused.
I’m really shocked that this would happen with a company of this stature.
I've stayed with this brand over the years because of their reliability & reputation for integrity.
It really doesn’t look like shipping damage to me.Shouldn’t they at least be willing to
assist with insurance issues?
This is one of the more unpleasant customer service experiences I've had in a while.

128x128pereza

Showing 2 responses by kqvkq9

kqvkq9's avatar
kqvkq9
120 posts
 
They told you that the Post Office would automatically deny the claim because the box was intact? That's not how it works. They would have to present the unit with the original paperwork to their local Post Office and the clerk would have to make an assessment as to how well the item was packed. That's standard procedure. Perhaps they don't want to  do that. If a claim is denied there are several levels of appeal up to and including a consumer advocate at Postal HQ.
Insist that a claim be filed. You are not being given reliable information.
kqvkq9's avatar
kqvkq9
120 posts
 
The problem is most likely, as previously noted by others, that they can't help you file any insurance claim because they damaged the unit. Claims that are denied because the box is intact are denied because the clerk checked "Shock" as cause of damage. That applies to fragile items like ceramics and glass. In the case of a preamp, there's no chance of that. If the unit was bent as you describe and the box was intact it can only be because the unit was damaged after being removed from the shipping box. That needs to be pressed home. I'm a Postmaster and I've repaired Conrad Johnson amps and preamps. That's likely a unique perspective here. They may not be able or willing to fabricate a chassis for an older unit. Nonetheless, they are responsible for taking care of you. They can't charge you to "Repair" a unit that is bent all out of shape. That's not reasonable.
The poster that mentioned talking to your credit card people is right. That's a good start but will only get you back what you've been charged. I'm sure a chat with Bill Johnson would cure things. You're being stonewalled by a lower level lackey. Get a boss. A big boss.
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