ECS Tuning Won't Take Back a Snap-in Adapter That Doesn't Work

[Jobu]

So, after the iPhone 4s announcement I excitedly ordered the iPhone Snap-In Media Adapter (84212218390) from ECS for my brand new X5d with BMW Apps. I specified 2nd day air. The item had to be ordered from the distributor, so I had to wait a few days, but they didn't specify that when I placed the order - it was a waste of expedited shipping, but whatever, its wasn't worth complaining about.

I get the item, but when I snap it in I sadly discover that it will not play music. (It does other things fine, however). What a disappointment after all the hype of BMW apps, etc.

I call ECS. It takes some time to get the BMW specialist, but they eventually email and suggest I get the dealer do a re-flash. Fair enough. I tried making an appointment at my dealer, but my dealer didn't want to do it (because they didn't sell me the part). The dealer said "how do we know its not a defective part?" Now I'm caught between my dealer and a internet parts retailer.

So, even though my dealer is being a jerk, I can't be sure the $212 part isn't defective, so I requested a return from ECS. They refused. Reasons stated:

1- They don't accept electronic items for return (I wasn't notified at time of purchase)

2- It was already "installed." (Um, snapped in?)

3- It needs "other parts" from the dealer. (They won't tell me what parts, however.) This doesn not sound right to me. Seems like an excuse for ECS not to take back the part.

Does this sound like behavior we should support on this forum?

ECS is this really how you do business? I've ordered successfully from ECS before, but I am extremely dissatisfied now.

[lemans4.8]

In my experience, ECS has the worst customer service! Best of luck dealing with them. I would call your cc company....

[Jobu]

Originally Posted by lemans4.8

In my experience, ECS has the worst customer service! Best of luck dealing with them. I would call your cc company....

Thanks lemans4.8. My CC company has been called. We'll see how they do, as they are a relatively new card for me. The same goes for ECS. ECS is a sponsor of this board, one would think that they would want positive customer experiences.

[ECS Tuning]

PMs sent!

[Jobu]

Originally Posted by ECS Tuning

PMs sent!

I did get a PM from ECS they are trying to resolve the issue. We'll see how it goes.

[PersonaNonGrata]

I understand your frustration and I am glad to see ECS chimed in. I hope it does get resolved.

ECS is a great sponsor here and hate to see bashing. I hope that others who read this post choose to contact ECS directly via PM before posting publicly. I'm not trying to protect this particular sponsor. I think the same should be done with all sponsors and vendors here.

[Jobu]

Originally Posted by PersonaNonGrata

I understand your frustration and I am glad to see ECS chimed in. I hope it does get resolved.

ECS is a great sponsor here and hate to see bashing. I hope that others who read this post choose to contact ECS directly via PM before posting publicly. I'm not trying to protect this particular sponsor. I think the same should be done with all sponsors and vendors here.

I suppose I would ask why you would recommend that these things be done behind closed doors. I did not bash them. I merely reported the facts. I would be happy to reveal ECS's response to my post, but since they kept it private, and appear to be resolving the situation, I won't. But I firmly believe it is better for the people on this site to know what goes on behind the scenes. ECS can come out of this with either a better reputation, or a worse one, depending on how it goes. But to have the public in the dark, keeps them, well, in the dark!

I have learned quite a bit in this process. I have learned to be very very careful when making purchases.

The latest twist is that they have authorized an RMA, and I shipped the part back with a tracking number. ECS has asked that I remove the dispute from my credit card before they can credit me for the purchase.

But y'all check this out: I called to remove the dispute, but my credit card company (Continental Presidential Plus) has recommended that I do not do so until the vendor takes the part back and issues a credit. I asked why. The CC rep informed me that they can only put on a dispute once, and once it is removed, I and they can never put it on again! Wow, I did not know that. The rep went on to say that some vendors have claimed to allow a return, then after the dispute was removed, refused the return and the customer has no recourse.

Do I think ECS would do that? Well, as Ronald Reagan use to say, "Trust yet Verify"

Stay tuned.

[SCardamon]

Originally Posted by Jobu

I suppose I would ask why you would recommend that these things be done behind closed doors. I did not bash them. I merely reported the facts. I would be happy to reveal ECS's response to my post, but since they kept it private, and appear to be resolving the situation, I won't. But I firmly believe it is better for the people on this site to know what goes on behind the scenes. ECS can come out of this with either a better reputation, or a worse one, depending on how it goes. But to have the public in the dark, keeps them, well, in the dark!

I have learned quite a bit in this process. I have learned to be very very careful when making purchases.

The latest twist is that they have authorized an RMA, and I shipped the part back with a tracking number. ECS has asked that I remove the dispute from my credit card before they can credit me for the purchase.

But y'all check this out: I called to remove the dispute, but my credit card company (Continental Presidential Plus) has recommended that I do not do so until the vendor takes the part back and issues a credit. I asked why. The CC rep informed me that they can only put on a dispute once, and once it is removed, I and they can never put it on again! Wow, I did not know that. The rep went on to say that some vendors have claimed to allow a return, then after the dispute was removed, refused the return and the customer has no recourse.

Do I think ECS would do that? Well, as Ronald Reagan use to say, "Trust yet Verify"

Stay tuned.

You are handling this well. Could not disagree more about not publishing what your expirence was like. I see quite a few thank you and kudos on here so to say a negative comment is unwelcome is, well, unwelcome...

Good luck with the ordeal, sorry this has become a mess. I am probably going to avoid ECS from here on in.

Also, I would have had more respect for ECS if they would have posted their response to you. They are not really trying to save face here/set expectations correctly and that along with all the other facts you present is interesting.

[Paulk1]

I had a similar experience with customer service. Never again.

[ECS Tuning]

Paulk1 - Please PM me in regards to the order issues you had so I can look into what happened on your order as well.

ECS Tuning