• Report: #877797
Complaint Review:

Directed Electronics

  • Submitted: Thu, May 03, 2012
  • Updated: Mon, May 14, 2012

  • Reported By: Scott — Surprise Arizona USA
Directed Electronics
One Viper Way Vista, California United States of America

Directed Electronics Viper Car Alarms, Python Auto Security Misrepresentation, Arbitrarily Changes Terms/Conditions, Refuses to Transfer Service. Vista, California

*Author of original report: Issue Resolved

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On or about July 7, 2011 I purchased from an authorized dealer a $1300 Viper 5901 Alarm System, with almost every option available for my car. I opted to get the "Smart Start" system which allows me to control the vehicle alarms functions from a app on my android phone, as well as receive alerts if the alarm is triggered. I then purchased a 3 yr service plan for $119 plus tax for a total of $131.39 model # SSPLAN3.

When I bought the system I clarified with my dealer that if I wanted to upgrade to the GPS version I could at anytime and not lose my service fees, all I would lose would be the cost of the module itself because I would have to purchase a new hardware version.

At the time I did not go with the GPS version at the time because my car came with such a system, but after using my factory supplied system for about 9 months I found that it was not working as it should, cancelled and got my money back from my car dealer.

I then called Directed to find out what I needed to do to make this all happen in late March of 2012, and then was told that my pre-pay would have to stay with the old unit, but I could do whatever I wanted with it.. ie sell, give, whatever... I wanted. I opted to sell it to recoup some of my losses for the hardware and service plan. Even though this is contrary to what my dealer told me.

I would also told that as a part of this for remaining a DEI customer I would get $50 credit back on my upgraded service plan, and $65 rebate on my hardware. I only was able to get them to give me  $50 back, but choose not to pursue that other $65.

I then got my replacement unit from a authorized distributor, activated it for 3 years, for a cost of $206 on April 27th, 2012. My old unit then sold legally on Ebay, and when I called DEI back to transfer the old unit to the person that bought it, you refused to do this, saying that I would again lose the fees, and the buyer would have to to re-buy the service.

DEI misrepresented this process from start to finish, and then choose to say I signed a contract/terms that prohibit this.  Those terms DO NOT state this, nor did I sign anything  as in Arizona an "Electronic Signature" must be accompanied by multiple authentication components to make it legal... this was only a check-box... it also requires any terms and conditions to be publicly posted on the website for review anytime, which they do have.

Furthermore the expanded CalAmp terms posted at http://www.directed.com/SmartStart/BlackBerry/Terms.aspx.

These terms do not state that I can not transfer to a another person. I have spoken to several agents, as well as Robb Potts, and have left messages for Christian Escalante who is the Smart Start department manager will not return my calls. I have written a email to the executive team and they also have not replied:

Mike Simmons, President
Julien Joly, Chief Operating Officer
Glenn R. Busse, SVP - Global Sales

I have even lowered my expectations to only have them transfer the PAID SERVICES to the new owner that I sold that system to at a loss of nearly $250 to me might I add.... with no other expectations... but no, they want to be a greedy company and mess with customers.... This is no sure way to deal with customers in this trying economy....  Remember guys...... 1 Happy customer tells 8-10, 1 pissed off customer tells hundreds, and spreads the word....

This report was posted on Ripoff Report on 05/03/2012 11:13 AM and is a permanent record located here: http://www.ripoffreport.com/reports/directed-electronics/vista-california-92081/directed-electronics-viper-car-alarms-python-auto-security-misrepresentation-arbitrarily-877797. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Issue Resolved

AUTHOR: Scott - (USA)

After working with management, and getting by the usual "customer service" agents, we were able to come to an agreement.

Though I don't feel that a person should have to have demand to talk to management just to get a issue resolved, they should empower their CS reps to assist customers and think outside the box.
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