NiwPix

I contacted Cartronics in Mid January about adding aux/ipod playback on a mobridge bluetooth device. They said its not a problem, and just to send the device in with contact information.
I added a letter with my contact information ( Address, E-Mail and Phone number ) and noted what needs to be done on the device.

The item arrives there on February 1st
I contact them on February 10th to get an update, since I was not contacted at all. I got an E-Mail back within 5 minutes saying they were backed up and I should hear from them on Monday February 13th.
That monday came by and no one contacted ( which is fine, they are backed up a bit and they will eventually contact me tuesday or wednesday ). Never heard from them, so I E-Mailed them on Tuesday February 21st to just send the unit back to me without doing any modifications and just call it quits.

To this day I have not heard back from them. Not an acknowledgment that they received my E-Mail and will send the unit back, no tracking number, no phonecall, no nothing. For all I know at the moment, my unit is...gone.

Looking at their website ( cartronics.com ) and their history, the company seemed reputable, but I guess I was wrong.

S500 Man

+2

Cartronics

Have you called them in the last few days? I work with them every day, and they have been swamped the last few weeks after taking over nationwide mObridge distributing... But they have been good at responding to calls coming in.
As an aside, someone posted their direct email address in this forum, and a junk mail scrapper got it and flooded the email system with over 3000 junks a day ( I am their IT guy), so we have installed a strong filter, but some good mail is getting trapped for now.
My advice.... If there is a problem... CALL...if it is not resolved quickly... CALL and speak to a manager. They are very good at support from the years I have worked with them.
Also, I could not even intervene for you, as I don't know who you are, so it does no good to complain here and expect a response. I am sure you have read the hundreds of positive reviews about Cartronics and their products... Just pick up the phone and CALL!

Cartronics

Hey guys, our IT guy just alerted my to this email. So I am not quite understanding the OP complaint. He sent us a unit to do an upgrade that nobody else even offers (as the manufacturer frowns upon it). This is just sort of a service we offer to help people out that want to upgrade. We actually loose money at it..
We do have one unit here, that came in a box with a letter than includes information about the current mic and such. This particular upgrade requires a special order part that we no longer carry. We loose even more money on this, but we are committed to providing the service for our clients (of which this person was never our client to start with - assuming this is the same client).....
So do you want us to continue the service for you? We would prefer you to pick up the phone like our IT person suggested and call us, if there is a problem. We can not possibly monitor every part of these forums for issues like this, but our phone number is at the top of our site and you are welcome to call us. Even if we are closed, our techs get paged and someone can generally return your call quickly (assuming it is not at 2am). We are very proud of our support, and most of our clients appreciate what we do for them.

kickR

The real problem here is that you have a customer's product lying around for more than three weeks, are aware of issues but fail to contact him to keep him informed.

In addition, your customer does not need to assume that your email account has been spammed just recently and that his emails, which generated a response earlier, are now being discarded as spam.

@ OP & Cartronics - was there a timeframe indicated for turnaround?

Cartronics

You are correct and we appreciate the constructive criticism. We failed to keep in contact, but did explain that we were suddenly overwhelmed by the sudden restructure required for dealing with all of North America. We are finally caught up, quicker than we thought. However, I have learned that if I don't get an email response from some of our emails, I do call. Email is not a fail safe method of communication. The good ol' phone still rules when trying to communicate in my humble opinion. That's why we go to great lengths to make sure and get to/ and return all calls. We even call back people that don't leave messages, just to be sure. But in the end, the sudden uptake in business caused us to not follow through with typing every email we probably should have.
Since this customer was not ours to begin with, we simply offered our service to help him out of a jamb. We did not, nor could have offered a time frame, because we did not know exactly what he was shipping to us.

NiwPix

Thanks for the replys. I will call cartronics on Monday.
I never expected to have this done right away or even with a specific time frame, but when I am told that I will be contacted shortly and over a week after that am not called / E-Mailed, I did contact via E-Mail and didnt receive a response...that was my only problem. I did PM cartronics regarding the status and got a reply and was advised to E-Mail ( not call ) the sales department to inquire about the status.
Anyways, no big deal anymore, it seems as everything will be better with phone calls.

kickR

Thumbs up for acknowledging the bottleneck in email returns. Seems like you guys will be able to figure this one out, regardless of a service being provided or not.

NiwPix

Got my Unit with modification back today. All is good now.
I'm going to get it installed next week

Thanks.

add511

I ordered the viseeo mb4 two weeks ago for my cls, never got an email with a tracking number or any sort of notification that the item has shipped. I still haven't received it (two weeks later), I've emailed them to get no response and I have called several times, no one picks up the phone. I just called this morning and it goes straight to an answering machine that's full so you can't even leave a message. If I don't hear something today I will be calling my credit card company and having them cancel the charge as well as filing a complaint.

AbuGhaben

I'm having the same issue. I ordered my product feb 15, 2012 and nothing. I've emailed and called with no resonse. I'm disputing with my CC company. I've heard nothing but good things about CarTronics, but I think they're out of business. Website is down and phone doesn't work.

Good luck!

djrabbi

Cartronics is closed for good. The owner passed away in early March. They said to make paypal/credit card disputes to get your money back.