Kenwood: New $4000 radio shipped like a ragdoll

[McCarthy84]

Seller shipped my new 890S in its retail box, they just slapped a shipping label on it and sent it on its way. No shipping box, no packaging material, thing weighs over 30 pounds and the box is all smashed up, ripped and dirty.

I told them that I keep all retail boxes of expensive gear in pristine condition, for the time I may sell it on ebay. Having a clean and intact retail box, with the claim of a mint / like new item, gets me top dollar. For a radio like this, it can easily add 300 bucks to the final auction price with the right presentation and a clean retail box.

On-top of that, a 30 pound electronic device like this can make use of any protection possible in the rough shipping process. I repair electronics on a board level and see as well as repair the results of lacking shipping material all the time. PCBs connected with PCI connectors showing hairline cracks in the boards that may not show any issues for months or even years. Then they show up on my desk for crack repair after the warranty ran out.

This is on a 3 pounds graphics card - imagine how the impact is on a 30 pound radio that is stuffed to the brim with PCB boards.

14 layer PCB with ripped traces all over the place.







They shipped all the cheaper parts of my $5000 order in shipping boxes, but not the radio.

I told them to have it picked up. Now they try to figure out if they can find a shipping box for the replacement. Shipping boxes of all sizes can be had from Uline within a day. They have been in business for ages and can't figure out where to get proper shipping boxes? makes no sense!

 

[a727469]

I have purchased and received literally hundreds of radios over the years and never had one shipped like that. If the radio was available elsewhere, I would just get a credit. I assume you do not want to tell us who the dealer was.

 

[GlobalNorth]

One might assume this is a private seller from an internet based sales forum.

 

[McCarthy84]

I have purchased and received literally hundreds of radios over the years and never had one shipped like that. If the radio was available elsewhere, I would just get a credit. I assume you do not want to tell us who the dealer was.

One might assume this is a private seller from an internet based sales forum.

Nope, a well known retailer.

They are overnighting a new one and promised to put it in a proper shipping box. If that thing arrives in good shape, I'm willing to let it slide.

 

[rf_patriot200]

I've only had One retailer ship Unsecured gear in a box like that, bet it's the Same one !

 

[McCarthy84]

The seller screwed up yet again. And at this point I'll name the culprit: DX Engineering.

All day long 3 employees promised me that they will get the replacement out today with "Next Day Air Saturday" delivery, so that I can install everything and enjoy the weekend with this radio, as I had planned.

Well, they shipped it off past the UPS cut off time, and now it will arrive in FOUR days instead, past the entire long Memorial Weekend.

This was my big ticket purchase for the entire year and I paid for over-night shipping so that I can have it for this weekend. I also called before placing the order, making sure it is really in stock and that they can get it to me on the next day, which was confirmed.

Today I called again when I saw in their shop account that it will be delivered in 4 days, and the Lady guaranteed that they will make sure I get it on Saturday. I heard the same 2 hours early from another guy on the phone. He told me he will make it happen. It was also confirmed via email by a 3rd employee.

Then I found out that they ship out of a huge Summit Racing warehouse. No surprise the first shipment was handled like a 100 dollar muffler.

They screwed it up big time, and all my enthusiasm is out of the window. I truly regret buying from them.

I think I will cancel the entire order and let them pick up the 2 radios and the other items I ordered.

Now they don't even pick up the phone anymore - bin waiting in line for almost an hour.

I don't think I want to do business with that mess of a company.

 

[GlobalNorth]

Color me surprised.

 

[prcguy]

Call them back, no, call the president/owner and tell them at this point they can personally drive it to your house by tomorrow afternoon, otherwise full refund and a wrath of internet discussions that will cost them future sales. Well, I guess that already started.

 

[Falcon9h]

Prayerfully you used Paypal goods and services?

 

[rf_patriot200]

The seller screwed up yet again. And at this point I'll name the culprit: DX Engineering.

All day long 3 employees promised me that they will get the replacement out today with "Next Day Air Saturday" delivery, so that I can install everything and enjoy the weekend with this radio, as I had planned.

Well, they shipped it off past the UPS cut off time, and now it will arrive in FOUR days instead, past the entire long Memorial Weekend.

This was my big ticket purchase for the entire year and I paid for over-night shipping so that I can have it for this weekend. I also called before placing the order, making sure it is really in stock and that they can get it to me on the next day, which was confirmed.

Today I called again when I saw in their shop account that it will be delivered in 4 days, and the Lady guaranteed that they will make sure I get it on Saturday. I heard the same 2 hours early from another guy on the phone. He told me he will make it happen. It was also confirmed via email by a 3rd employee.

Then I found out that they ship out of a huge Summit Racing warehouse. No surprise the first shipment was handled like a 100 dollar muffler.

They screwed it up big time, and all my enthusiasm is out of the window. I truly regret buying from them.

I think I will cancel the entire order and let them pick up the 2 radios and the other items I ordered.

Now they don't even pick up the phone anymore - bin waiting in line for almost an hour.

I don't think I want to do business with that mess of a company.


View attachment 176504

Duly noted !

The seller screwed up yet again. And at this point I'll name the culprit: DX Engineering.

All day long 3 employees promised me that they will get the replacement out today with "Next Day Air Saturday" delivery, so that I can install everything and enjoy the weekend with this radio, as I had planned.

Well, they shipped it off past the UPS cut off time, and now it will arrive in FOUR days instead, past the entire long Memorial Weekend.

This was my big ticket purchase for the entire year and I paid for over-night shipping so that I can have it for this weekend. I also called before placing the order, making sure it is really in stock and that they can get it to me on the next day, which was confirmed.

Today I called again when I saw in their shop account that it will be delivered in 4 days, and the Lady guaranteed that they will make sure I get it on Saturday. I heard the same 2 hours early from another guy on the phone. He told me he will make it happen. It was also confirmed via email by a 3rd employee.

Then I found out that they ship out of a huge Summit Racing warehouse. No surprise the first shipment was handled like a 100 dollar muffler.

They screwed it up big time, and all my enthusiasm is out of the window. I truly regret buying from them.

I think I will cancel the entire order and let them pick up the 2 radios and the other items I ordered.

Now they don't even pick up the phone anymore - bin waiting in line for almost an hour.

I don't think I want to do business with that mess of a company.


View attachment 176504

Interesting how they didn't even use their signature DX Engineering cartons ?

 

[McCarthy84]

Duly noted !

Interesting how they didn't even use their signature DX Engineering cartons ?

Oh they used them. For the other parts worth a fraction of the radio. This was an order for over 5 grand all in.

 

[McCarthy84]

Prayerfully you used Paypal goods and services?

I sure did. And within I used a credit card.

 

[AK9R]

call the president/owner

K3LR is one of the top guys at DX Engineering.

And, yes, DX Engineering is colocated with Summit Racing. I've driven by their warehouse. Lots of UPS trucks backed up to the docks.

 

[spongella]

Sorry to hear about what you've gone through and I'm very surprised that it was DX Engineering.

I had a somewhat opposite experience several years ago when I purchased a used late model HF transceiver from a well-known ham radio firm. When the radio arrived it was packed very well, lots of bubble wrap. The box it was shipped in had no discernable damage. When I unwrapped the radio from it's profuse bubble wrap it had extensive damage - the main tuning knob was pushed into the case. You could turn the radio on but the main tuning knob was not functional. My theory is that it was damaged prior to shipping and the vendor failed to disclose this. After speaking with UPS, who I felt was not responsible for the damage, I was reimbursed by the well-known ham radio firm which I won't disclose as it was the one and only time I had a problem with them.

 

[MTS2000des]

File a charge back. Simple. No need for anything else. You paid for a new item in full new condition, bum seller doesn't know how to properly pack.

 

[W4AXW]

Color me surprised.

And me also. Have purchased a couple rigs plus numerous other things from DXE without any issues whatsoever. Hope this doesn't become SOP for them.

7 3

 

[AK9R]

I just re-read the initial post.

Am I correct that you assumed that because the outer box was damaged that the radio was damaged, too?

Did you open the box and remove the radio from the box? Did you observe any damage to the radio?

According to the TS-890 service manual, Kenwood ships them in a box within a box. The radio, which is built around a die-cast aluminum chassis, is blocked in the inner box with Styrofoam. The outer box may be damaged, but I'll jump the conclusion that the radio sustained no damage.

 

[ArloG]

Thing is. Several years ago I purchased a Kenwood AV receiver from a seller on eBay. Stressed that they double box it for shipping.
From CA to PA.
It got here. In it's original box. Most of the factory stryrofoam was broken and newspaper and Best Buy dumpster dive packing was stuffed inside.
The box was in good condition on receipt but the rear panel was bashed in where the RCA connections were.
I message the seller and after a few unanswered ones filed a dispute after contacting eBay.
The seller refunded me. And I printed a prepaid shipper ticket. Took a ton of photos. Serial number. All that.
Sent the thing back. It would have been a very nice addition to the rest of the matching components that were in pristine condition.

A few weeks later the SOB snake relisted it with photos that showed a perfect receiver.
I used another ghost account to ask for a photo of the serial number and voltage plate.
Same exact one. But he carefully cropped the image so as to not show the carnage.
RE-PORT. Ebay banned his account. Apparently he sold it at least one other time with the same complaint.

 

[Omega-TI]

Taking and unboxing video of every high ticket item is a prudent measure these days, considering how outfits like FedEx and UPS have been found to literally throw boxes around.

 

[McCarthy84]

I just re-read the initial post.

Am I correct that you assumed that because the outer box was damaged that the radio was damaged, too?

Did you open the box and remove the radio from the box? Did you observe any damage to the radio?

According to the TS-890 service manual, Kenwood ships them in a box within a box. The radio, which is built around a die-cast aluminum chassis, is blocked in the inner box with Styrofoam. The outer box may be damaged, but I'll jump the conclusion that the radio sustained no damage.

View attachment 176521

That's some good info, thank you.

I didn't open the box because they sent a replacement radio and that was supposed to arrive today, but they dropped it off past the UPS cut off time, so now it will arrive on Tuesday. If I would have opened it, they would charge me a restocking fee on the first shipment.

Yes, besides the way they shipped this, I do have a concerns that internals take a hit without a separate shipping box.

Now, I didn't know that Kenwood already uses 2 boxes - just one more reason why I love Kenwood. I just poked my finger through the ripped outer box, and sure enough, I can feel another box inside.

While that takes away my concern of a damaged radio, the outer box is still the retail box with the Kenwood branding and model number printed on. This is the retail box I will show in photos when I will sell it on eBay in order to upgrade in a couple years. That box is destroyed and filthy, hence not presentable. And the blank box underneath will not have the same selling argument as a pristine outer, original Kenwood box.

I sell used electronics and watches on ebay all the time. An offer with a new looking retail box often adds 10 to 20% of the final auction price paid. It somehow implies that the buyer feels like he or she gets basically a new product, or at least one from a seller that took the highest amount of care - which I always do.

So while I could just open this box now and use this radio right away as planned and hoped for, thanks to your information on the 2 boxes, I will still wait till Tuesday. I paid top dollar, and I do want a product that arrives with care in a proper shipping box. If this would be a muffler for a Civic, I wouldn't care about a shipping box, but a $4600 radio (with tax) is a different story.