Neuros Technology Forums

Just when the end of this debacle seemed imminent do things turned pear-shaped. As everyone may know, or perhaps not, I started this thread in order to attempt to get a refund from Keith at American Techpushers because after many, many attempts of contact I received no reply whatsoever. So, out of frustration, this forum was my last resort. Unfortunately, it has become my last resort AGAIN! (is that possible? well I guess it is now)

First, I will give a bit of background information to this problem to give everyone (if anyone is reading) some understanding about the predicament I'm in. I happily ordered a Neuros 2 from American Techpushers on 22nd January 05, roughly 1 3/4 years ago. Keith received my payment on 7th of February 05 though I did not receive the long-awaited producted until 29/30th of April 05 and only one email stating the reasons why it was taking so long, namely, international orders take longer than domestic orders. "Sure", I thought, "no worries, that is understandably".

Finally and rather excited I received the Neuros 2. Now I could put all my mp3's onto it (which I did), I could record my university lectures and just enjoy what I thought to be a quality product. Geez, was I wrong. After 2 days, yes only 2 days, the Neuros just refused to turn on. No matter what I tried it just would not turn on, understandably I was rather annoyed. I mean wouldn't anyone be annoyed if after only having a product for two days and transferring all their mp3's on there (a rather large collection by the way) it refused to turn on?

"No problem", I thought, "I'll just send it back, get a new one and everything will be alright". Once again, I was very wrong. I did not get a new one and everything was and still isn't alright. Anyway, I got a RMA (no. 8788) on 4th May 05 from Keith and sent the Neuros back at the cost, out of my own pocket, of $25-$30. Keith emailed me on 20th May 05 telling me he has made a replacement order. "Excellent", I thought, "It shouldn't be too long till I receive a new one". But, you guessed it, I was wrong.

Curious about how the replacement process was going I emailed Keith on 8th June 05 to which he replied, on 9th June 05, it was on its way to him and he will test it when received. A month later, on 8th July 05, after receiving no Neuros I emailed keith again but received no reply. I sent another email on 16th July 05 expressing my disappointment about what was happening and I understand an international return may take some time but this seems ridiculous. Keith email back on 18th July 05 telling me what the problems were. I trusted Keith and naively assumed I would get the Neuros soon. Yes, the pattern continues: I was wrong.

Another month goes by, so I email Keith on 17th August 05 asking for a refund but received no reply whatsoever. Then on the 29th August 05 I created a thread on this forum asking Joe for some help on the matter. He replied rather quickly on 2nd September 05 saying "I'll follow up on this myself and make sure we follow through this time.". On this account Joe has been very good. He has been an email mediator between me and Keith because Keith said "he's sent multiple messages to you, but maybe you haven't received them." This is quite possible because around 8th July 05 I changed email addresses though sent an email to Keith stating this change and he even replied to an emailed I sent him, the 18th July 05 one. So unless something strange internet problem occurred then it's quite possible Keith wasn't even sending me emails. But I cannot confirm this and Joe was having problems sending emails so perhaps there was an email problem. However, I posted a message on the American Techpushers forum asking Keith what is happening and it disappeared within a week of being posted on there. So I tried to communicated with Keith via other methods but to no avail.

The rest of reply's from everyone involved is still on the forum below this post. But after many months of waiting Joe kindly acted as an email mediator and I receieved an email from Keith on 1st May 06. Now that is just under a year since I asked for a refund. In this email keith made an offer to give me a refund minus $25 for postage (quite a bit for postage I think) just as long as I remove this post. Now, Joe does not censore the forums so he did not want to completely remove the post so all I could do was remove the posts I made. This, as everyone can see, I did and replaced them with a N/A. I sent my address in an email to Keith via Joe on 11th May 06. "Finally", I thought,"an end to this saga". Well, not quite yet.

Keith, as all can see, posted a message on the forum stating the post office sent it back because I failed to pick it up, admittedly I did not include the state in the address though the postcode is usually sufficient to receive a letter. I'm curious why Keith did not send this message via email considering it was how we were communicating all long. Anyway, I sent my address again state included this time and as of today have still received NO REFUND WHATSOEVER.

Since 2nd July 06 when I resent my address via email I have sent 3 emails to Keith via Joe asking what the problem is and expressing my frustration and disappointment about not receiving an email let alone my refund. As much as I possibly could I lived up to my part of the bargin though it seems Keith has not. Just today I emailed Joe to ask what other options I have in order to get my refund and he, very kindly, offered to give me a refund from his own pocket. I very much appreciate the gesture and if worse comes to comes to worse I will accept it. But I think it is completely unfair that Joe is paying for the, for lack of a better word, "mistakes" of another.

Well, this post is not designed to make Keith look bad as alot of people have had good experience with him and when first dealing with him he was friendly, but his behaviour in regards to this situation has change my perspective on Keith and American Techpushers. It has thrown a negative light onto them but, on the contrary, bathed Joe and Neuros in a very positive light as I'm sure I would have lost the hard-earned money I saved in order to buy the Neuros if Joe was not willing to help out. So I publically thank Joe for all his help and patience which, understandably, is running thin; as is mine.

Anyway, this is just a retelling of my experience, as accurate and objective as possible, with Keith and American Techpushers. I hope Keith will add his perspective to the situation. But whoever is reading this can take away what they want, if they want to buy from Keith or if they don't or whatever.

Thanks for your time.

Well, I can promise you that you did not flush $600 down the toilet.

In fact, we have discontinued the product you bought, but there's no excuse for the lack of communication on our part.  We'll get you that refund, I can promise you that.

I really do appoligize, as has been discussed on the forums elsewhere, this has occasionally happened, but we have increased customer service personel in response, but obviously this didn't help you for some reason, and I really do appoligize.

I'll follow up on this myself and make sure we follow through this time.

jborn (at) neurosaudio.com

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Sorry, I vow to you that this will be addressed tomorrow.  I've obviously blown it myself and I won't make excuses, but I am sorry that I've dropped the ball too.

jborn (at) neurosaudio.com

Please contact us at support@neurosaudio.com and we will take care of you.  We are sorry that you have had issues with one of our dealers and will make it up to you.  Please provide us with your name, address and order information.
Sincerely,
Tim
Neuros Technology

Neuros Customer Support

Thanks for the email with all your info.  We have been given assurances from American Techpushers that you will be credited promptly. I will be following up with him to make sure this is resolved in an timely manner.
Again we apologize for the confusion and delay.
Sincerely,
Tim Artz
Neuros Ops

Neuros Customer Support

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Unbelievable!  I don't know what our problem is here.  If we don't have this resolved next week, I'll write you a check personally.  

I really am deeply, horribly sorry about this.  I got several folks involved in this months ago and I really though it had been taken care of.  Now I don't know what to think.

Joe

jborn (at) neurosaudio.com

For the record:

This is a matter between the complainant and American Techpushers. Neurosaudio has met their obligations regarding this matter.

Keith Ashwood
American Techpushers


www.americantechpushers.com

Keith, I obviously don't know the details of this issue or just what's going on, but I got involved because it seems like we're not communicating with him.  When he says that he's received no communication from any of us, it's concerning.  Especially after Tim's comment above implies that we're going to take care of it.

quote:

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Originally posted by American Techpusher

For the record:

This is a matter between the complainant and American Techpushers. Neurosaudio has met their obligations regarding this matter.

Keith Ashwood
American Techpushers


www.americantechpushers.com

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jborn (at) neurosaudio.com

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As a future posible customer of American Techpushers, I'd like to see how all this turns out as well.  [:D]

Herethere:

Have you received communications from Keith?  He says he's sent multiple messages to you, but maybe you haven't received them.

I should make it clear here, that Keith (Americantechpushers.com) is a very conscientious re-seller.  He's had virtually no dissatisfied customers, and this is really an anomaly.  I continue to feel very comfortable endorsing Keith, as he has a long track record of taking care of customers.

Of course, my goal is to have *no* dissatisfied customers (I take this stuff very personally).

Anyway, herethere, If you haven't received messages from Keith, let's start there.

jborn (at) neurosaudio.com

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Keith suspected that you were not getting his emails.  Can you please send me an email, I'll forward you what he forwarded me?

jborn at neurostechnology... is my email address, thanks.

jborn (at) neurosaudio.com

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Just to let ya know that I bought a neuros from American Techpushers a good while ago, and I was nothing but pleased with the product and the service from both Techpushers AND neuros, all I can hope for is that there was some odd junk mail filter at fault here because I enjoyed doing business with everyone involved. I hope your problems are resolved herethere, and I wish you could have enjoyed your neruos =/ they dont play video but no other MP3 player has impressed me as much as my neuros that is a good few years old.

Mriswithe

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Originally posted by herethere

Still waiting to receive the emails, Joe.

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I've sent two emails, including one today.  Please let me know if you don't receive.

jborn (at) neurosaudio.com

John

Can you please forward your current address to Joe? We had it returned today. Says you failed to pick up and your post office? Yet another twist to this Saga. So please can you forward your address so I know that it’s at least the right address.

Keith Ashwood
American Techpushers


www.americantechpushers.com

EXTRA! EXTRA! READ ALL ABOUT IT! Well this matter has officially (according to myself) been resolved, though after much patience, frustration, and time. I finally received the refund from Keith, albeit it 40 (according to my receipt) bucks short but I'm going to let that slide as I'm just happy to have the majority of my hard-earned money back in my wallet; soon the bank.

I still stick by what I wrote in the first message to this thread. As far as I know this is a one off situation, but it still happened so maybe this may be an opportunity for American Techpushers to instigate some changes. Here are a few suggestions: 1) clarify the meaning of this "4. There are no returns for international orders.", does this mean no product returns AT ALL even if, like in my case, the product was faulty? or does it mean no monetary returns? or does it mean something completely different? Please clarify this Keith. 2) Communication, from my perspective, is important. I do not doubt strange things have happened in this experience but other methods of communication I tried were futile. Well, I cannot think of anymore at the moment, but it is mainly those two.

Lastly, I want to publically extend my appreciation to Joe without which, I'm sure, there would be $490 less in my wallet. I really appreciate the assistance he has give me in this situation, it has taken his time and his patience to act as a mediator between Keith and I which goes beyond his 'call of duty', so to speak. Thanks Joe! I will certainly consider purchasing a Neuros product when the need arising for such a product with you at the helm.