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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
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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. 
joeinid's avatar
joeinid
476 posts
 
I think we need to hear from pereza aka Mark. It has been 10 days at least and he has not even given any more facts. My dealings with CJ have been great so I am curious what the story is all about.
arcticdeth's avatar
arcticdeth
179 posts
 
Two scenarios

either CJ is trying to pull one over on hm, and being a top notch company, they will get away with this, as they have more money, and it's their word against the consumer, and we all know cops/lawyers will ALWAYS favor the one with more money/status. 


Or the consumer is trying trying to get something free on CJ's dime/ offering a hush piece for this to go away. 

Either way, I wish this would end, I hope we hear from the consumer or CJ rep shortly.  This has dragged on too long. 

I have been in audio since about 1982-83, I have never owned a CJ product til recently, and I must say I am extremely pleased with their products. It's a crossover piece made my CJ with another guys name on it and designed by the other guy. Yes..........that guy

i have yet to hear a bad word, report, article with CJ Involved. 
They have always been on top 5 list of quality brands/service. 

Lets ST hope CJ and the guy get this sorted, and we get the truth. 

There is the consumers story*
there is CJ's story*

**then, there is the truth**

lets hope we get some truth from both parties. 
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