Complaints

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have fulfilled a warranty request with Pioneer and ***.ca within the allotted warranty period. The issue resides within my ********* headphones purchased July 7 2021 (2 year warranty). The headphones ear cup has had a failure of the original sealing method to keep the cosmetic rubber attached to the outer border of the ear cup, this has led to separation and then splitting to the rubber. I initiated the warranty process in June of 2022 and faced some difficulties coming to a conclusion on their policies. I followed up June 17th 2023 and agreed to comply with their policies, engaging in the warranty repair process. I have faced nothing but difficulties and issues with both Pioneer and **** Pioneer treats it as if it is not their problem because they have a "warranty headquarters" in Canada (***.ca). They directed me to contact *** with a phone number or email info@***.ca and confirm what they would do regarding my warranty. I had expressed the urgency of the situation being that I wanted to ensure they wouldn't deny my warranty and wanting to get it all in process and worked on before the expiry date. I emailed *** multiple times, I received no reply what so ever. I called them as well, again no reply. I reached out to Pioneer to express this and was made to be the middle man once again, instead of taking the initiative and contacting them to square this away. I finally reached *** via email and they were dismissive and showed no accountability or desire to right the situation. They fed me cookie cutter replies and showed no real interest in making any effort to hear out my case and the urgency of the matter. They ignored at least 50% of my emails inquiries, sending me an RMA form to fill out. I filled it out and sent it back only to receive a RMA label that states "Non Warranty Repair". This is beyond frustrating, they are fully aware this is a warranty claim and so is Pioneer. Both companies negligence is leading to undue delays risking my warranty. Unacceptable

  Customer response

  01/08/2023

  I have had my warranty fulfilled by pioneer and *** and the item was replaced with a new unit and shipped back to me. I am overall satisfied with the end result and no longer need to pursue my complaint or a reply from the company.
  
   

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