My Experience

My Initial Email:
Note: I know I was rude but I was so mad on how they treated me!

Dear Sir/Madam,

I am writing this letter to inform you of my satisfied shopping experience which occurred at JB. It all began when I purchased $1000 worth of car audio equipment and decided to get it installed at Brighton’s JB Hi-Fi by Lindsay.

I would assume that since I was paying to get what I purchased installed by ‘professionals’ and because it took 4 hours more than I was told it was going to take, the installation would have been of high standard ro at least decent. However, the installation I was provided with was worse than what I could even imagine. Instead of flush mounting my tweeters or at least putting them on the dashboard out of the way, the installer who was obviously extremely lazy and simply mounted them on my door. Any amateur can get a drill and drill tweeters to the door. Though an amateur wouldn’t have charged me $95 to do so. Not only did I receive a ridiculous installation but I was charged $20 on the spot for what he said was an “original Honda filler” in which he just put money directly into his pocket.

So what’s the problem with mounting the tweeters on the door? THEY KEEP GETTING KNOCKED OFF!
The first time I called up to make an appointment because they had been knocked off Lindsay told me that I can come in anytime to get the tweeter fix, so I did. Well when I decided to go a few days later he didn’t have time to do it that day. I came all the way from Doncaster and he didn’t even look at it. The next time I called up I made an appointment. I went there and his solution was to simply mount it back onto the door… I ended up going there 4 times to have the same problem fixed because of his shitty installation and each time I went, I told him that I want to get them flush mounted so they are out of the way because I really don’t want to be going to Brighton from Doncaster and using my annual leave from work just because he couldn’t be bothered doing a half decent Job in the first place nor fixing his errors. However, EVERY TIME I asked him to fix the issue in HIS installation he simply said “They’re meant to be like that”

After a year which is around this time I couldn’t take it anymore so I called up the JB at Knox and booked an appointment to have the problem finally resolved even though I would get charged $70 for it. When I got there I was asked for the pieces that come with the tweeter which would allow me to Flush mount them but I was not given those parts as Lindsay obviously kept them. So not only did I receive an extremely bad installation he kept the parts I PAID for as well. Luckily Ali from Knox found some spare parts which allowed him to fix Lindsay’s errors. Ali and his friend were excellent. I am very satisfied with their service and I wish I went there the first time.

I want to know why I needed to spend $180 rather than $95 (the normal price) to have the tweeters installed?

$95 for a shit installation which I preferred not having at all.

$20 for an ‘original Honda filler’ which I was put on the spot for and wasn’t agreed to before hand.

$70 to fix Lindsay ridiculous installation at a different JB Hi-Fi.

I wasted A LOT of time, especially traveling from Doncaster to Brighton. I had to waste my 4 days of my annual leave and I had to pay $90 more than what I was required to pay. I was taken advantage of simply because Lindsay assumed I would be an easy target. I will NEVER EVER go back to Brighton JB Hi-Fi again and I will highly recommend my friends not to either if they need car installs. I really enjoyed shopping at JB Hi-Fi though I am now very disappointed in your service.

I would like to at least get a refund on the $70+$20 I paid for no reason.

Installation:

Knocked off:

Filler:

How it’s meant to be installed!

 Tony Baric (Regional Manager) Replies:

Hi Peter,

I refer to you letter attached received Friday 22^nd January and after brief investigations and discussions with both installers and a sales person you dealt with I find some of your points difficult to understand.

Firstly, standard fitting of tweeters is as installed and any other form of mounting, in your case flush, is at the request of the customer which you would have been asked if you had a preference as this is not the standard with all installations. The amount you have been charged is true and correct

The original Honda filler that was supplied to you was at the correct charge and you would have received a receipt/tax invoice as standard procedure.

You mention in your letter “after a year” which the receipt is not legible so I’m assuming this was installed in 2008 or early 2009, so I’m struggling to understand why it’s taken a year.

Upon asking Lindsey, he has no recollection of you ever contacting him with any problems you had, in fact Ali also advised you to go back to Brighton which he may have done it free of charge at his discretion, however you declined saying you didn’t want to go back to Brighton due to distance and were happy to pay the additional $70 charge which was on the 21/11/09.

In summary, both installers inform me that you made no mention to either about any problems or issues you had with the original installation therefore I regret to advise you that I have investigated and found no fault made by our installers and decline your request..

I hope this clarifies all for you…

My Response:

Hi Tony,

1) Why would my preference be to stick them on the door like that? That is a pretty ridiculous assumption…

2) No receipt was given for the filler. As I mentioned, the money was just put into his pocket and that was the end of it.

3) The only reason I wrote this letter is because I did go to Brighton many times for no reason as the issue was not looked into… Yes Ali (great person) did suggest for me to go back to Brighton but why would I if nothing was done the first 3 times I went there?

This is what really annoyed me. Traveling all that distance 3 times just to be told that “It’s meant to be like that”. It was my mistake that I did not go directly the the manager the first time.

Even if my request is rejected at least use this negative feedback to improve your customer service instead of trying to make me look like an idiot as I can assure you there are a lot of customers who have not been satisfied with JB Hi-Fi’s installations.

FAQ