Crutchfield

Full review
Short version: Crutchfield had advertised on their web site on the day that I made my purchase a Pioneer AVIC-Z110BT navigation system and included for free a back-up camera, all necessary installation cables and lifetime tech support.  However, when I received my invoice by e-mail a few hours later none of the free items were listed. I called Crutchfield as was advised that the promotion had expired.  Please note that I had spoken with a salesman two days earlier and I placed my order by telephone a couple of hours earlier that day.  Neither salesman mentioned that the promotion was time-sensitive. The promotion was still advertised on Crutchfield's web site when I placed my order.

Crutchfield offered to sell me the cables and the camera.  I cancelled my order.

Long version: After much deliberation I decided to keep my ‘2000 Infinity QX4, (which I love as much now as the day that I bought her), opting instead to purchase the bells and whistles that I really wanted.  I conducted my research and got some good advice and decided to purchase a Pioneer AVIC-Z110BT, voice activated in dash navigation system.  I learned from studying Pioneer’s web site that if I purchased from other than an authorized Pioneer dealer, the warranty and an available rebate would not be honored.  There are no authorized Pioneer dealers within 30 miles of where I live so I was compelled to make my purchase from an online dealer.  I checked out the web site of every authorized dealer listed on Pioneer’s site and compared prices and consumer reviews.  I called some of the stores. 

Even though I knew that they did not offer the lowest advertised price, I decided to make my purchase from Crutchfield.  I was impressed by the fact that my call was directed to a live person within a reasonable period of time.  All of the salesmen with whom I spoke were knowledgeable enough, courteous and very helpful.  I spoke with Mark late in the day on Thursday, 10/22/09.  We discussed my vehicle specifically as well as the lifetime tech support, back-up camera and installation cables all offered for free by Crutchfield and advertised on their web site with the purchase of the Pioneer system that I wanted.  The free ad-ons were a big factor in my deciding to purchase from Crutchfield.  On Saturday I called back to place my order.

It was in the morning on Saturday, 10/24/09, when I called to place my order.  Mark was off so I spoke with Josh.  Again I identified my vehicle with specificity and discussed the free items offered by Crutchfield with my purchase: the camera, all necessary cables for installation and lifetime tech support.  This promotion was still advertised on their web site on the morning of 10/24/09.  Josh and I even discussed the $200 rebate being offered by Pioneer.  Josh was so helpful that I decided to buy an iPod from him as well.  It would synch with the new navigation system.  While I was speaking with Josh I was on Nextag.com comparing prices on the iPod so I knew that once again I would not be getting the best price from Crutchfield.  However, Josh’s advice was worth the extra bucks.  It was my way of saying thanks for taking care of me.  We completed my order and I paid for it by credit card.

It was several hours before I received e-mail confirmation of my order.  There was no mention of the free camera, cables or lifetime tech support on the invoice detail.  When I clicked “What’s Included” on my invoice I was directed to Crutchfield’s web site.  There was still no mention of the camera, cables or tech support. 

I called Crutchfield and spoke with Randy.  I can’t quote Randy exactly but here was the gist of our conversation: “Cables? What kind of vehicle do you have?  An Infinity? No, the cables aren’t included “For an Infinity”.  Your vehicle is entered in our system as a ‘2010 Camaro.”  I said, “Well, as long as the Camaro is included with the navigation system we’re good!”  (I should mention here that on my invoice, amplifier integration with an Infinity is specified.)  Randy offered to give me the cables at half price.  I told Randy that would not be acceptable.  He offered to speak with his supervisor.  I asked him to inquire about the camera as well.  When Randy returned to the telephone I was advised that the cables would be included for free but I would have to pay for the camera.  Now, maybe if I was a lot younger this would have surprised me, but from the outset of my conversation with Randy I felt a scam coming on.  Randy said that the promotion had expired.  (The free offer had within the past couple of hours been removed from Crutchfield’s web site.)  I had just spoken with Mark two days earlier and with Josh several hours earlier and neither mentioned that the promotion was time-sensitive.  Oh, and there was that point about the promotion still be advertised on Crutchfield’s web site when I placed my order.  I advised Randy to cancel my order.  He placed me on hold again presumably to speak with his supervisor.  When Randy returned he very cordially confirmed that he would be cancelling my order.  I told him that I was disappointed and that I thought his supervisor was making a bad decision.  I actually didn’t get too worked up about it.  Things happen for a reason.  I knew that I could save money by purchasing elsewhere.  How fortuitous that I had requested e-mail confirmation of my order and that I took the time to read the invoice and that I called to confirm the omissions.

When considering the purchase of an item or service I have come to value the online opinions of other consumers.  That’s why I have taken the time to write this review.  Mark, Josh and Randy were all courteous and spoke to me respectfully.  They all had excellent telephone demeanor.  I was never left on hold too long and even my cancellation was handled expeditiously and with courtesy.  However, a lie is a lie is a lie, no matter how nicely the liar speaks to you. 

Crutchfield did not honor their advertised promotion and then tried to get me to buy what they had promised to include for free when I placed my order. 

As a footnote, I did buy the AVIC-Z110BT navigation system and iPod elsewhere and I saved hundreds of dollars by not purchasing from Crutchfield.  I will be reporting Crutchfield to their local Better Business Bureau and I am submitting this review for online viewing where appropriate.  T. Pendarakis.