Sonic Electronix DO NOT BUY FROM SONIC ELECTRONIX Internet, California

On behalf of our CEO, we apologized for the situation that developed. When we received your RMA, there were two separate products returned to our facility. When your installer packaged everything for return, he mistakenly placed the brain of your Viper alarm in the other products box; causing us to believe that part was never received.

We sent that product back to our vendor: when we checked our inventory to confirm the brain wasn't in our possession, nothing was ever located. When you reached out to our CEO in relation to this issue, he stood behind our Store Policy because, at the time, it appeared that part was missing.

We recently received that product back from our vendor, at which point, we realized the brain of your alarm was returned within that merchandise. We immediately contacted you to relay the good news; as well, processed your full refund from our account.

It was never our intention for you to experience this inconvenience; we admit our Warranty Department should have caught that discrepancy prior to returning anything to our vendor. We've addressed this issue internally to prevent future occurrences. Additionally, this problem has now been properly reconciled. We sincerely appreciate your cooperation.

Getting a phone call from SONIC today to tell me i the part was there........and a full credit will be issued.....apologized for the issue...that came from a customer service lead...


If only the company had stood by the customer....but NOPE all I received was accusations of being dishonest and keeping a part.....by the CEO.... who questioned my level of integrity....

He has said too much...and his claim to stand by his team ....do a thorough investigation .....before you deny a customer and accuse them....

You would think the CEO would at least apologize....Nope....nothing....he's too good for himself.

We realize you experienced a defect with your Viper alarm; however, we approved your RMA for return as we had no problem covering you under our 30 day Return Policy. We also understand there were issues processing your RMA; this arose from the fact your merchandise was ordered on two separate transactions, and was a mere oversight by our Customer Commitment Representative you were dealing with. However, that situation was addressed and we were able to get everything processed correctly.

Upon inspection of your merchandise, we noticed the key part (the brain) of your Viper 4704V was missing. We would not have denied your warranty if your merchandise was received complete. You requested a full refund without returning that crucial part; thats like asking to return a vehicle to a car dealer without an engine. We cant receive any credit from our vendor with an incomplete product. On our Store Policy we state returns are voided if the products arent sent back complete.

*Copy of Return Policy*
Return Exceptions

Although our return policy is quite flexible on most items, there are some exceptions, as written below:

- Any product not purchased from SonicElectronix.com
- Any product without a valid, readable serial number, including but not limited to products with missing, damaged, altered, or otherwise unreadable serial number
- Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product

Weve done everything possible to work through your issues; however, given the circumstances, we ask you to understand our position as a business. You stated three people were in possession of your alarm, including yourself, prior to sending anything back to our facility; meaning, those other individuals should be suspect having kept your brain, not us. We've verified your contents thoroughly and the main part of your alarm was missing from your packaging. If you can locate the brain for us, we'd be willing to accept your desired resolution on this matter.

Weve tried to work through your frustration by compensating you (per our CEO) with our system cost on your purchased replacement; however, we cant process a refund as requested without first receiving the brain. You've now insisted on returning your second alarm for a full refund; that request will be honored so long as everything is received, complete. We appreciate your understanding.