DAK Complaint - EQ Download, PC2800 Mixer, Instructions
TARZANA, CALIFORNIA -- On October 9, 2008 I decided to purchase a PC2800 Mixer from DAK in order to transfer music from my LP's to CD. The product arrived damaged from a shipping problem, I contacted the customer service dept and was quickly informed where to send the item for warranty repair or replacement; given the address on the east coast; advised to ship via ups ground; and promised reimbursement. The software downloads that accompanied the piece of hardware in my order did not function as they were advertised so I was also e-mailed another set of download codes in an effort to help get them to work. I still could not get them to function, and without having the mixer to record with, the downloads and the EQ were useless. I asked that the (30 day) free trial period be adjusted to reflect the additional shipping time and was assured that would be no problem.
The replacement mixer arrived two weeks later in the same new box that I had purchased to return the unit with one of the four rubber "feet" missing.
I e-mailed the arrival information to customer service at DAK and informed them of the missing parts. A few hours later I was able to determine that the EQ would definitely not be effective for my use; and I found the instructions for the rest of the order to be a jumble of pasted together paragraphs that often repeated themselves from one paragraph to the next and from page to page.
I e-mailed my request for a refund for the EQ right away and I got a quick reply that stated "so sorry, but you have exceeded your five day return limit, and your ten day return limit".
When I reiterated the promise from the person at customer service that had been signing the same name on all our messages and had been so prompt, so courteous, and so accommodating up to this point; I got the same answer again. I printed out all the e-mails, and sent a message describing the date, time, and subject line of the e-mail containing the promise to extend my trial period. I got an e-mail back right away that stated simply "we will process a refund for the EQ within five days" but it was the first unsigned message I had received from DAK.
Immediately I checked my credit card to see if the reimbursement for the shipping charges had been accomplished, after more than three weeks from the time I shipped the unit I still had not been reimbursed.
After another couple of days I lost my faith in the company and the integrity of the customer service staff. I sent an e-mail to Drew A. Kaplan, (the CEO of DAK) in response to his original 'Thank You' message to me that included his name, position, e-mail address, and a request to contact him directly if I had any problems at all because he felt it was always better to send purchased items back for a complete refund if the customer was not happy.
I got no reply. I got no reply from the customer service address when I sent an e-mail requesting the refund for the EQ, and the repair shipping expenditure; I suggested that even though the replacement unit was incomplete it would be less expensive for DAK to simply send me the missing feet since shipping back and forth would negate revenue for DAK; failing that I suggested a reduction in price for the mixer unit to allow me to purchase the needed parts locally, and to accommodate me as a customer; failing all those options would leave me no choice but to return the mixer and seek a complete refund. I got no reply again. I contacted my credit card customer service department and began the process of charge reversal due to damaged or incomplete merchandise.
Once the charges have been reversed I expect to be contacted by DAK. My plan for that eventuality is to seek payment in advance (just as they had) for my time and the shipping charges to return the hardware. This is a California company, I live in Washington State, and their repair facility in in Brooklyn, New York.
I would not recommend DAK to anyone based on my experience. The downloads are faulty, the instructions are confusing, the repair facility and/or the shipping department appears to pay no heed to the condition of the items being shipped, the promises are not kept, the 'boss' seems to state one thing and the sales/customer service staff seem to state another, the "boss" does not make good on his promise to advocate on the behalf of his customers, the sales/customer service staff seems to rather avoid problems than attempt to solve them. Two days ago I received an unsolicited e-mail that addressed me as a satisfied DAK customer and invited me to purchase more goods from them. I hope they are not holding their breath until I buy again.
Larry (7-11) Williams