Public Service Announcement:

Do not purchase your IceLink from logjamelectronics.com.

I bought my IceLink on June 8, received it June 10, and installed it June 12. The unit worked for 2.5 weeks, and then overheated. When it did, I lost A/C, radio, sunroof, interior lights and all electrical gauges. Upon removing the IceLink, everything came back.

So I contacted Dension, the manufacturer. They took a week to reply and tell me to call the vendor.

So I immediately e-mailed logjamelectronics, and told them that the unit had died. This was day 31 of possession.

Logjamelectronics.com has a return policy that reads:

Quote:

If the item is defective within 30 days of receiving your order contact us immediately and we will promptly replace the item with a new product from our inventory and include in the new shipment a pre-paid UPS return label to send the defective item or items back to us

I got a reply back saying that they wanted me to ship the unit, thereby making me pay for part of the replacement process, because I was out of the 30 days. I told him when the unit had died, and offered to show the chain of e-mail with Dension, but he was unmoved, and still insisted that I pay for shipping. So this morning I called him, and he got very frustrated and raised his voice with me when I told him that he was finking out on his own returns policy.

So there you have it. I paid over $200 for a broken product, and the jacka** that sold it to me wants me to pay more for the privilege of having it repaired.

Take your business elsewhere.

 

Sounds like a horrible experience. Just out of curiousity, why didn't you just contact logjamelectronics.com directly? Had you done that, wouldn't you have been within their 30 day policy? Companies often take a very strict stance with respect to their return policies - they do a similar thing with rebates.

That said, if they had good customer service, they should exchange it in light of your correspondence with the manufacturer. Otherwise, you might be tempted to post your experience on a web site to be seen by hundreds or thousands!

 

I spent several years working on the service end of retail, and people frequently brought in systems for us that we simply did not repair. Our reply was generally that the manufacturer offers the warranty, and it's the manufacturer's responsibility to provide service.

When I first contacted Dension, they immediately replied that they would replace it. It was only after I mentioned that it was brand new that they said they would not replace it. I think that's pretty rotten customer service, too.

So, I didn't contact Logjam immediately because I figured it was Dension's problem (I mean, jeez, they built the broken product, right?). I contacted logjam 2 minutes after receiving the note from Dension saying that I needed to get a replacement from the seller.

 

A tad offtopic, I guess, but Best Buy has the Ice-Link Plus for 150 after rebate this week.

 

logjamelectronics from my experience has been very good.