Kokkia. Inc. Horrible customer service Fremont California

I purchased a transmitter from this company on eBay.  Their customer service is terrible.  The 1st transmitter cut in and out when sending music to my headphones (also Kokkia made).  The 2nd transmitter would not transmit a Bluetooth signal at all, although I tried pairing it with the headphones several times.  The customer service agent, Chris, just kept telling me to send the transmitter back (I did it the 1st time but refuse to do it the 2nd time since I was the one paying for postage on a product that didn't work).  I requested several times for him to have someone call me to resolve this problem, but all I ever received was canned email responses.  Look into it for yourself and you will find there is not a customer service phone number for this company, only an email.  I would strongly suggest you stay away from this company until they become customer friendly or you will run into unreasonable frustration trying to return one of their defective products.

Here are the email transactions si you can see for yourself the run-around:

Sales KOKKIA INC <sales@kokkia.com>

To

'Paul Erickson'

 Aug 21 at 3:02 PM

Hi;

Kindly send the iAdapter back to below address for our RMA dept to check it out.

Make sure to include all included accessories and information on where you bought the item and the order #, in order for us  to process the return.

Please note that Returns received by our RMA Dept after 30 days from today will not be processed.

Ship return to:

Attn:       RMA Dept (RMA_21Aug2017)

                KOKKIA INC

                43575 Mission Blvd, #302

                Fremont, CA 94539

                U.S.A.

Regards

Chris

From: Paul Erickson [mailto:pandkenterprises@yahoo.com] 
Sent: Friday, August 18, 2017 10:11 AM
To: Sales KOKKIA INC <sales@kokkia.com>
Subject: Re: Contact Us Submitted

Listen, Chris, there seems to be a major disconnect here.  1st off, I have no other Bluetooth devices on or near this transmitter. Second, I've had 2 other Kokkia transmitters prior to this one and I had no problems pairing them with the headset.  Let me make this real simple - please do one of the following:

1. Have your supervisor contact me or
2. Send me a label and I will send this transmitter back to you, and you can credit me my purchase price.

It's really that simple.  I don't want any more canned, bullshit responses.  I want this device working properly or I want a refund.  If I don't get this problem remedied posthaste, I'm going to file a complaint with eBay and I'm going to post the problems I've had with your company all over social media.  Now, you decide what you want to do here but I don't want any more pre-scripted, inefficient responses.  The ball's in your court.

 Show original message

Reply Reply to All Forward More

Paul Erickson <pandkenterprises@yahoo.com>

To

Sales KOKKIA INC

 Today at 10:43 AM

You have been warned about your bullshit runaround.  Now, I'm going to post on social media exactly what transpired with your poor customer service.  

On Monday, August 21, 2017 3:02 PM, Sales KOKKIA INC <sales@kokkia.com> wrote:

Hi;

Kindly send the iAdapter back to below address for our RMA dept to check it out.

Make sure to include all included accessories and information on where you bought the item and the order #, in order for us  to process the return.

Please note that Returns received by our RMA Dept after 30 days from today will not be processed.

Ship return to:

Attn:       RMA Dept (RMA_21Aug2017)

                KOKKIA INC

                43575 Mission Blvd, #302

                Fremont, CA 94539

                U.S.A.

Regards

Chris

From: Paul Erickson [mailto:pandkenterprises@yahoo.com] 
Sent: Friday, August 18, 2017 10:11 AM
To: Sales KOKKIA INC <sales@kokkia.com>
Subject: Re: Contact Us Submitted

Listen, Chris, there seems to be a major disconnect here.  1st off, I have no other Bluetooth devices on or near this transmitter. Second, I've had 2 other Kokkia transmitters prior to this one and I had no problems pairing them with the headset.  Let me make this real simple - please do one of the following:

1. Have your supervisor contact me or
2. Send me a label and I will send this transmitter back to you, and you can credit me my purchase price.

It's really that simple.  I don't want any more canned, bullshit responses.  I want this device working properly or I want a refund.  If I don't get this problem remedied posthaste, I'm going to file a complaint with eBay and I'm going to post the problems I've had with your company all over social media.  Now, you decide what you want to do here but I don't want any more pre-scripted, inefficient responses.  The ball's in your court.

On Thursday, August 17, 2017 9:57 PM, Sales KOKKIA INC <sales@kokkia.com> wrote:

Hi Paul;

Make sure to turn OFF the Bluetooth of any other Bluetooth devices (including the Built-in Bluetooth of any iPhone or iPad or iPod Touch, etc).

This step is very important, as other Bluetooth devices will connect to any previously paired/connected device if they are not disabled, causing the iAdapter not to be able to pair/connect to MarathonS.

Marathons : Press Power ON/OFF button until LED flashes RED, release button press.

iTransmitter: Press button until green LED turns on, release button press.

iTransmitter will pair and connect to MarathonS.

Insert iTransmitter in your music player, play song on your music player to stream from iTransmitter to MarathonS.

Regards

Chris

From: Paul Erickson [mailto:pandkenterprises@yahoo.com] 
Sent: Thursday, August 17, 2017 11:59 AM
To: Sales KOKKIA INC <sales@kokkia.com>
Subject: Re: Contact Us Submitted

Chris,

Apparently, something is getting lost in translation, so let me break it down for you.  I have responded below in red to your responses:

Marathons : Press Power ON/OFF button until LED flashes RED, release button press.

I have done this several times.  I hold the button down until it flashes between blue and red.  I do not think this headset is the problem.  It seemed to be working fine before I sent the transmitter in for replacement.

iTransmitter: Press button until green LED turns on, release button press.

Again, I have done this several times.  I hold the button down until the LED turns green.  It does not seem as if it is pairing with the headset although my headset is flashing between blue and green.  The transmitter’s light turns solid green for a very short period of time and then it flashes green rapidly.  When I tried to play music on either of the devices (my Sandisk or my iPod) no music is transmitted.

iTransmitter will pair and connect to MarathonS.

No, as stated before, the transmitter does not seem to pair with my MarathonS.

Insert iTransmitter in your music player, play song on your music player to stream from iTransmitter to MarathonS.

Music will not play from either of my devices.

To be candid with you, this has caused me an unreasonable amount of time and trouble (not including the time and money spent to send back the initial transmitter that did not work, either).  I know these things are built cheap in China (I owned each one of these prior and they lasted only 9 months) but this is ridiculous.  There is no phone number for customer service and we seem to keep going around in circles.  Had I known about this lack of customer service, I would never have purchased these items.  If I don’t have this problem remedied within the next couple days, I’m going to post my experience on social media, which I’m sure we both can agree would have a substantial negative effect for Kokkia.  Tell me how you want to proceed.

On Thursday, August 17, 2017 9:14 AM, Sales KOKKIA INC <sales@kokkia.com> wrote:

Hi Paul;

Marathons : Press Power ON/OFF button until LED flashes RED, release button press.

iTransmitter: Press button until green LED turns on, release button press.

iTransmitter will pair and connect to MarathonS.

Insert iTransmitter in your music player, play song on your music player to stream from iTransmitter to MarathonS.

Regards

Chris

From: Paul Erickson [mailto:pandkenterprises@yahoo.com] 
Sent: Wednesday, August 16, 2017 5:03 PM
To: Sales KOKKIA INC <sales@kokkia.com>
Subject: Re: Contact Us Submitted

KOKKIA iTRANSMITTER : iAdapter Tiny UNIVERSAL aptX Stereo Transmitter

On Wednesday, August 16, 2017 5:47 PM, Sales KOKKIA INC <sales@kokkia.com> wrote:

Hi Paul;

Please let me know your order # for the iAdapter, so I can be sure which iAdapter you have to help you better.

Regards

Chris

From: Paul Erickson [mailto:pandkenterprises@yahoo.com] 
Sent: Wednesday, August 16, 2017 4:10 PM
To: Sales KOKKIA INC <sales@kokkia.com>
Subject: Re: Contact Us Submitted

You obviously did not read my email.  The problem is not with my marathon, the problem is with my Kokkia iAdapter.  That does not seem to pair with my headset.

On Wednesday, August 16, 2017 4:39 PM, Sales KOKKIA INC <sales@kokkia.com> wrote:

Hi Paul;

Please refer to below MarathonS pairing guide:

MarathonS Pairing

1)           Turn OFF the Bluetooth of any other Bluetooth devices that you are not using.

This step is very important, as other Bluetooth devices will connect to any previously paired/connected device if they are not disabled, causing pairing/connecting problems to the MarathonS.

2)           Put your Bluetooth Device (eg iPhone, iPad, Android SmartPhones, etc) in Pairing/Discoverable mode. Refer to the user guide of your device for pairing instructions.

3)           Press the MarathonS MFB button (B) until Red LED (E) flashes, then release the press on MarathonS MFB

button.

Please make sure you press long enough to see Red LED flashing.

When you see the Red LED flashing, release the press on MFB button. MarathonS will now be in pairing mode, and you can proceed on step 4, in below.

4)           Select ‘KOKKIA MarathonS’ on your device.

5)           Enter ‘0000’ if your device prompts you for pin-code

4)            When your Device and MarathonS are paired and connected, MarathonS blue LED will slow flash

                             - Play music on your iDevice.

- You will hear music in MarathonS.

5)            If you don’t hear any music on MarathonS, check to make sure

a. Your device is not in pause mode. If in pause mode, change to play mode 
b. Your device volume is not at minimum – move the volume control to make sure volume changes and not at minimum. 
c. MarathonS volume is not at minimum, if at minimum - increase your MarathonS Volume

-----Original Message-----
From: pandkenterprises@yahoo.com [mailto:pandkenterprises@yahoo.com] 
Sent: Wednesday, August 16, 2017 3:25 PM
To: sales@kokkia.com
Subject: Contact Us Submitted

Contact Name: Paul                                   

Phone: 406-586-xxxx                           

Email Address: pandkenterprises         

Comments or Questions: My transmitter will not pair with my MarathonS headphones and I have tried it several times.  Please have someone call me immediately.