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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
roxy54's avatar
roxy54
7,681 posts
 
Czarvey,
That's the second time you suggested a new unit. They don't have it, and they told him they don't even have a new chassis for his unit.
czarivey
5,691 posts
 
roxy54 They HAVE new units 100%! It's a MANUFACTURER dontcha getit?. Check their web site -- all you see is bunch of brand new preamps and amps for sake! They can replace his old one with newer model or simply do full complete overhaul from step 0 till step 100 each and every cubic mil including full bench test. They just simply refuse it according to OP notes. For $579.xx they can build few, but only needed one. 

unsound
7,311 posts
 
I'm really taken back. I too have had excellent customer service from c-j for some minor repairs in the past. If things are as reported, and though surprised, I'm not suggesting that they are or are not, I can't help but believe that c-j will do the smart thing and not compromise decades of good will over this.
roxy54's avatar
roxy54
7,681 posts
 

If the guys in charge, like Mr. Johnson are made aware, I'm sure it will be taken care of.

Czarivey, I understand that they have lots of preamps new, but the OP wants his preamp, as it was, in good condition, and they say they don't have the chassis, get it?

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.
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