Now satisfied with Dice Electronics customer support

clrankin · #1 02-01-2008, 05:15 PM

EDIT: This has been resolved. Dice really came through on this to make me a happy customer-- thank you Jessie! When they found out what was going on they did what they could to rectify the problem. I am very happy with the solution.

I purchased an HD DICE module a couple weeks ago and have started installing it in my vehicle. I got the cable installed and ran from the back to the front, and have the spec.dock for my iPod installed in the vehicle too. I have not been able to get the HD DICE to work properly...

After phone calls back and forth to Dice Electronics yesterday, their support team determined that I had a defective unit. (So much for quality control.) They agreed to send out a replacement unit last night-- overnighting it to me, so that it could be installed today. (I'm sitting almost 300 miles from home with my car torn half apart and will driving home tomorrow afternoon.)

After sitting around all day waiting for an overnight shipment to come, I was finally able to get ahold of someone about the status of the order. They informed me that they didn't even have the module in stock at the moment, and that they were unsure of when they would even be able to send a new one out. So in the meantime I'm stuck without an HD radio, without iPod integration, having paid money out for expedited replacement shipping.

And all they were able to do is say "sorry, we're not sure when". This is some of the sloppiest customer support I've encountered in a while. Needless to say I don't plan on purchasing anything more from them. And I'd recommend that anyone else who cares about getting quality support from a company look elsewhere for their audio needs, too.

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youry · #2 02-01-2008, 05:50 PM

that is bad. even worse, they didn't try to get in touch with you and let you know that they don't have it in stock.

clrankin · #3 02-01-2008, 05:59 PM

Yes. I don't find any fault with their product-- it looks like a good thing, and I'm looking forward to getting it up and running. I do, however, think their customer support needs to be trained to do just that-- support their customers.

It's not like I haven't offered to pay any extra for overnight shipping, and it's not like they didn't charge an additional $20 for "expidited shipping" for the replacement request for their defective part.

What good is expedited shipping when they can't even provide an ETA on when it will be available to be shipped? I'll bet that if I were a new customer who wanted to buy a new HD DICE kit from them they would have it in stock. But existing customers who request that they stand behind their products... well, they seem to get the bum's rush on the phone, from my experience.

ssx5 · #4 02-01-2008, 06:25 PM

clrankin - I almost decided on HD radio+ipod kit. And now I see this thread. I am confused...

clrankin · #5 02-01-2008, 06:36 PM

ssx5 - Let me help with the confusion then.

I bought an HD DICE + iPod kit a couple of weeks ago (before I knew the Silverline was coming out). I would have been very happy with it, had it worked (Dice Electronics determined that the HD box was defective).

But now that the Silverline is out, if I had to go through the purchase decision again I'd probably opt for it instead.

clrankin · #6 02-01-2008, 06:57 PM

Mods,

Please feel free to close and/or delete this thread (at the very least please change the thread title to reflect the change in situation if possible). Dice Electronics has been in contact with me and the problem has been resolved to my satisfaction. They really came through, showing that they are a customer-focused organization. They made me very happy.

Jessie (their sales manager) spoke with me and resolved this quickly. I just received confirmation that they are overnighting me a new DICE Silverline module to replace the defective DICE HD module, and will take care of refunding the difference in price to my credit card. She has really made my day, turning what started out as a bad customer experience into a very positive one.

I am now just as happy with Dice's customer service as I am sure I will be with their products. (I've been very anxious to get it installed... guess I'll have to wait one more night!)

ssx5 · #7 02-01-2008, 09:49 PM

Quote:

Originally Posted by clrankin

ssx5 - Let me help with the confusion then.

I bought an HD DICE + iPod kit a couple of weeks ago (before I knew the Silverline was coming out). I would have been very happy with it, had it worked (Dice Electronics determined that the HD box was defective).

But now that the Silverline is out, if I had to go through the purchase decision again I'd probably opt for it instead.

So what I understand is the Silverline has better text display features than the HD version. Am I correct - clrankin?

Tom G. · #8 02-01-2008, 09:51 PM

Quote:

Originally Posted by ssx5

So what I understand is the Silverline has better text display features than the HD version. Am I correct - clrankin?

The main enhanced features would be the following:

Browse by Artist with full Artist Directory listings
Browse by Album with full Album Directory listings
Browse by Playlist with full Playlist Directory listings
ID3 text display, showing Artist, Song title and Album while the song is in play.

The HD DICE version is still on the previous generation DICE firmware, we're waiting to see if the SILVERLINE options can be added to the current chipset.

msammy · #9 02-02-2008, 12:08 AM

I'm glad you found a resolution to your problem.

I'm still working with my HD/Ipod unit with no success. The unit is non-responsive at times, locks up, displays the wrong artist/song while another song is playing, displays "****" on occasion. My wife purchased this unit for me as an XMAS gift, so I need to tread lightly on the topic of "Hun, how do you like your new radio/Ipod thingy I bought for you?" I can't tell her it's a POS, so I need to continue to try to find a solution and call the DICE tech support unit for answers. Mine for sure does not work at all...

clrankin · #10 02-02-2008, 12:25 AM

Mine wasn't even working that far. When I started the car, the only text display I could get was "--DICE ELEC" on the radio screen. It wouldn't recognize the HDFM, HDAM, iPod, or aux input at all...

I'm hoping I'll have better luck with the Silverline they're sending me to replace the HD-- I have every reason to expect that will be the case.

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