eTronics

Full review
The short version of my nightmare with e-tronics. (Phone number (800) 323-7669)

BE CAREFUL WHAT YOU BUY AND HOPE YOU DO NOT NEED CUSTOMER SERVICE!!!

I ordered a 400 disc DVD changer from them and received it just fine, but when I hooked it up, it kept “crashing” much like a computer and would “lock” on many functions. This, of course was during a weekend and I wanted to get my new A/V system set-up so I made my blunder in all of this by going to a local retailer and buying a duplicate of the player. Why it was a mistake was not clear to me until I tried to return the malfunctioning unit to e-tronics. Now, I’m not totally stupid, I checked their return policy inside and out and the only hitch I saw was a part that said “(Due to a change in certain manufacturer policies, Etronics may not be able to accept a return of your item – any item that is not eligible for return is clearly marked as such on our site – please read the terms of each purchase carefully).” I checked all over the info on the player and even went so far as to go through the motions of ordering another to see if it told me it was non-returnable. I did not see such a notice anywhere.

Of course, it was in the small print, deep in the features tab of the product description. I didn’t find this out until I got 3 automated e-mails saying I could not return it quoting the change in policy information each time, even though I asked for clarification and tried to explain my situation, just a canned e-mail each time. I e-mailed because conveniently, e-tronics does not publish their phone number. With some web searches I found it however and called. After explaining my situation and asking for a manager, I got sent to the voice mail of a guy named Karl. I left a detailed message explaining my problem about how it was very hard to know the product was non-returnable, etc, etc. I got a voice mail back with the same canned response. I called back and asked to talk to a manager besides Karl but, of course, got Karl. I gave it a go, realizing I was probably not going to get it returned and tried to appeal for a change in their labeling so others would not make the same mistake I had. Karl would not direct me to anyone that could possible fix it and became rude. I asked to talk to someone above him who may be able to help me more. He said there was no one. I asked to talk to the store owner. He said he was the store owner. He said he would try to get the site changed. I called back the next day hoping to get someone besides Karl (as I did not quite believe he was taking me seriously). I asked the person who answered if I could talk to a manager, anyone but Karl. I asked it in such a way as to question who Karl was and she informed me Karl was a CS rep too. She put me on hold, when she came back it was Karl. I point blank told him I did not want to talk to him because he was a liar, I did not want to deal with someone like that and I was quite sure now that he had no intention of helping fix the website as he had stated. He refuted the lying part, I refreshed his memory about saying he was the owner. He said all CS reps are told to say he is just a CS rep. While this was going on I could hear the CS rep that had answered the phone and gotten Karl, arguing with him and him shushing her. That added to my suspicion. I asked if I could talk to someone about changing the site to be clearer. He said that he could not change it, nor would he for one person. I asked to talk to someone who could. He refused. I asked to talk to another manager. He said there was no one else. At that point I let it go and sent the player off to get fixed to hopefully sell to someone to get some of my money back.