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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
hifiman5's avatar
hifiman5
1,611 posts
 
since we have not heard from the OP about the status of this issue, here is the exact reply I received from CJ this past Tuesday, 10/25.

Hi Phil,

Thanks for all your input and valuable assistance. I am fully aware of all the facts ,and we are anxious to conclude this service incident. I will keep you posted on our progress. I’m sure you and other CJ fans will be interested in our side of the story, including photos of the unit.

Thanks,

Jeff Fischel
General Manager/Senior Technician
conrad-johnson design inc.

I for one look forward to a disclosure of both sides of this issue so we
have context in which to judge the actions of both parties.

Ag insider logo xs@2x
righttrack
7 posts
 
Hi all,  I do not know the current management situation as my experience with CJ is over many years. Nothing in the past 3-4  years. 

Has CJ been sold to a third party? 

From my personal experience I have enjoyed CJ gear for many years. PV12a, LS 17, LS 17 II, LS 16, LS 16 II.

All of my Equiptment has been serviced or upgraded over the years. 

I have dropped off some of the gear and have met Jeff F several times as well as Mel, who handles the administrative duties. 

Jeff is very to the point and has always worked on my gear.  His work and his advice has always been excellent. 

Mel sent me some cool posters and works long days.
As far as billing, I have found them equal to Audio Research.

2 great American companies. 

Maybe this helps?




Ag insider logo xs@2x
warmglowingtubesart
29 posts
 
As a long-time owner of multiple Conrad Johnson products, I feel that I have a stake in the outcome of this situation. 
  The Original Poster asserts that he wishes he could post the pictures,  and that he would rate the condition as a One on the Audiogon  condition scale. These assertions, taken together, would seem to imply one of three possibilities: 1) that he currently has possession of the damaged preamp, and thus has or could easily take pictures, 2) that he has received photos of the damaged unit from Conrad Johnson, or 3) that he took pictures of the preamp BEFORE sending it off to Conrad Johnson. 
    The implied assertion that he can not, in fact, post such pictures does not make any sense. He could post pictures in the "Virtual Systems" section of Audiogon, and/or in an ad listing attempting to sell the damaged unit. Although said ad would probably have a low probability of selling the preamp, it would be another possible vehicle to use to display the pictures.
    In my opinion, "Something is rotten in the state of Denmark", per   Marcellus to Horatio in the play "Hamlet"! We'll find out soon, hopefully...
      ---Steve
mfoley3
47 posts
 
I am a very long term CJ customer having owned and enjoyed many of their preamps and amplifiers over the last 30 years. I've had several upgrades and repairs performed over that span. In all cases, CJ's service was exemplary. Thus, 
I was both surprised and disappointed to read the original post, as it is so contrary to my own personal experiences with the company. Given the seriousness of pereza'a accusation, someone is owed an appropriate response. Either pereza is owed a satisfactory settlement and apology from CJ or pereza owes CJ a sincere, public apology for wrongly accusing them. Let's hope the facts are soon forthcoming.  If not, I think this post should be removed. 

aolmrd1241
759 posts
 
If the facts are true... it could be labeled as shameless corporate greed and deception at its worst.  Conrad Johnson needs to clear the air on this one. 
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