Poorest Customer Service Ever Award goes to MAXELL...

Poorest Customer Service Ever Award goes to MAXELL

I have never posted a totally negative review about a company until today, and I will post it everywhere I can.

I returned a soundbar for warranty service that was received by the Maxell warranty department on May 4, 2017. The Soundbar was 2 years old and had a lifetime warranty. The lifetime warranty statement was printed on the box (that is why we chose it over a Sony at the same price) and I still have the warranty document that came in the box stapled to my purchase receipt. I sent a copy of it with the soundbar when I returned it to Maxell for warranty service.

On May 14, 2017, I inquired via email since I had not received acknowledgement that the soundbar had been received. On May 26, 2017, I emailed again. Finally on June 6, 2017, more than a month later, I received this reply from Maxell Warranty Administrator, "Please provide me with your full address as well as the product that you return." I immediately replied with the requested information and proof of delivery from USPS.

On June 7, 2017, I received a reply from the Maxell Warranty Administrator (who apparently has no name) telling me that my soundbar only had a 1 year warranty, but as a gesture of goodwill it would be replaced with a reconditioned unit. The email further said it would take 7 to 10 days to test, then it would be shipped Fedex ground, and the replacement would have no warranty.

What happened to my documented lifetime warranty????? I emailed back and forth about that 3 or 4 times, with the Maxell Warranty Administrator insisting it was a 1 year warranty and that was that.

I still have not received anything back, including a reply to subsequent emails asking for an updated status. Nearly 4 months have passed since I returned the unit for service. Spending $20 in postage to return the soundbar for warranty service was almost as big a mistake as buying it in the first place.

I am not a vindictive person, but I am warning my friends and family via social media to NEVER purchase a Maxell product as my experience has been that Maxell simply does not honor their warranty or care about their customers.
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I have added a star as they contacted me after I posted and are finally sending the promised replacement sound bar.