BBB

Zinky Superfly Blog - Part 75: Please Do Close The Case!

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8095794.

It manages to be both insulting in tone and misleading in fact:

- I had no communication from Mr Zinky that he had sent me extra screws to replace the ones that were damaged in transit and I have not received anything so far.

- Mr Zinky's claim that the work took "some time" because the amp is not a current product is obscuring the fact that it took nearly two years and that the Superfly model is still being advertised both on the Zinky web site and on UK web sites.

- Mr Zinky's inference that I offered a $1,000 bounty for "fast service" is obscuring the fact that by the time I made the offer, my amplifier had been in his workshop for over a year.

- Perhaps most significantly, Mr Zinky's last claim that I could have got someone in the UK to do the repair and upgrade work on the amp is in direct contradiction to his written statement in an email of 14 March 2007 that "I don't know anyone in the UK with the ability who has the time." I would not have shipped the amp all the way to the USA if he could have nominated someone in any part of the UK.

However, as communicated in my recent emails to you, I have been able to confirm that the amp is, on the face of it, useable and after two years I am as tired of dealing with Mr Zinky as he evidently is of standing by his "lifetime warranty", so I agree to this case being closed.
Regards,

David Jackson

While it seems appropriate to have the BBB close the case, I couldn't just sign it off without some commentary on Mr Zinky's claims, so the pro-forma reply was less pro-forma.

And yet even after all this, there is more to relate in part 76!

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Zinky Superfly Blog - Part 74: BBB Back In The Loop

03/03/2010

Sam;

[...]I am very busy taking care of actual customers and cannot waste time on nonsense such as this.

Anyway, David Jackson got his amplifier back to him @ no charge via Fed Ex BEFORE I received your first letter. He then whined about the mounting screws, and again I sent him extra replacement screws @ no charge.

I had told Mr Jackson that I wouldn't charge him for the updates and service on his amplifier. Because this amplifier is not a current product, and because we are not set up to manufacture this product, the work took quite some time. He had offered $1000 dollars for fast service, we were not interested in the money. Still, I covered the substantial cost in shipping the unit back to the UK (He could have found someone there to do the work, he did not).

Anyway, I expect to never have to deal with him or you again.

Thank you. Have a day.

B Zinky, Zinky Electronics

Well, waddya know? A couple of days after their previous message, word comes that B Zinky has finally responded.

Picking out the key points (opposite):

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Zinky Superfly Blog - Part 73: BBB Bows Out?

03/01/2010
In regards to your correspondence concerning Zinky Electronics, your position was communicated to the company. We regret to inform you that BBB was unsuccessful in obtaining a response from the company.
When a business does not respond to a dispute, its report with BBB is updated to reflect an unanswered dispute which has an adverse affect on its BBB rating. If the company has contacted you, please let us know so that our files may be updated. If not, we regret that BBB can be of no further assistance.
We appreciate you taking the time to contact BBB and thank you for including us in your efforts to resolve your complaint. Please be assured that your complaint will remain in BBB’s file for this company for three years, and may be referred to if a pattern of similar practices emerges.
Regards,
Samantha Marquis
Your Better Business Bureau

On 19 February I exchanged emails with the BBB to the effect that:

  • They informed me that BZ had not replied to their original communication.
  • I informed them I had sorted the amp out enough not to consider claiming for the damage.

After another period of BZ still not responding to my last email, on 1 March I received from the BBB the message opposite. Well, I guess having told them of some progress, there's only so much they will do in the face of determined avoidance by the company.

So as far as the BBB goes, case closed.

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Zinky Superfly Blog - Part 68: A Word From The BBB

Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585
602-264-1721 | 602-263-0997
arizonabbb.org

[...]
Thank you for contacting BBB and allowing us the opportunity to assist you with resolving this matter. Your case number is: 8095794; please make a note of this number for future reference.
[...]
Your experience has been forwarded to the company so the issues you have presented can be reviewed and the company may respond.
[...]
You will be contacted within 30 days if a response is not received from the company.
[...]

On 8 February I received an email from the Arizona BBB with a link to their case tracking system. This took me to a message which confirmed that they had been in contact with Zinky (relevant details on the right). Before the fateful email from Bruce? I'd like to think so.

Then the next day my previous email to the BBB (letting them know that some action had occurred) was acknowledged, with the expected request that I keep them informed as to actual delivery. So it's good to know that they took my complaint seriously.

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Zinky Superfly Blog - Part 67: Can It Be True?!

From: info@zinky.com
Subject: Re: Zinky Superfly: Three months and four unanswered emails from "I'll do that today"
Date: 5 February 2010 21:19:07 GMT
To: dave@dave.st

Your Fed Ex tracking number: [big long number]

No charge. Ships today. Chassis is updated and in working order. No cabinet, cannot provide one. I noted that the purpose of the shipping was "Repair and Return" on the commercial invoice as well as the shipping manifest, so you shouldn't need to pay duty.

BZ

Be still my beating heart! Is my amp now in the capable hands of FedEx? Has Bruce had a communiqué from the BBB that was more trouble to ignore than to act on?

Well the tracking number is real enough. Projected delivery date is 10 February.

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Zinky Superfly Blog - Part 66: Taking It To The BBB

My complaint

1. Primary Classification

Guarantee Or Warranty Issues

2. Secondary Classification

Repair Issues

3. Problem:

On 23 April 2008 I shipped from the UK to the offices of Zinky Electronics an electric guitar amplifier made by the Zinky company. The amplifier (a "Superfly" model) had developed an intermittent fault and the Zinky company offers a lifetime warranty on products like this one. Prior to shipping it I had discussed the fault with Bruce Zinky by email and agreed that he would investigate the fault and also perform some upgrade work that the company offered at a fixed price of $100. In addition he would supply - at my cost - a new wooden case. Mr Zinky maintained that due to the complicated design of the amplifier, he was the only person in the world knowledgeable enough to do the repair and upgrade work, so I paid around $200 to ship it to him.
It arrived on 29 April 2008 and work was started. Since then there have been multiple long delays. Sometimes months would go by with no news from Bruce Zinky, until I sent further emails enquiring what was happening. By 27 October 2008 he stated in an email "This has taken so long, I can't charge for the update any more."
However by 11 June 2009 there had been so little progress that I actually offered him a $1000 bounty to finish the work by 31 July. His response was simply "I will finish it, and you will pay nothing." Finally after more emails, on 15 September 2009 I received an email declaring "Should ship tomorrow, no charge." and after yet more chasing up, another email on 19 October 2009 stating that "the chassis is done. I just need to... get it on the way", concluding "I'll do that today.". That was over three months ago and despite five more unanswered emails I have no idea when, or if, Bruce Zinky will return my amplifier.
I have attempted to remain patient and have offered to pay the original agreed costs even after Bruce's "no charge" decision, while my amplifier has languished untouched on his workbench for months at a time.
I have documented the whole history of this issue on my website as a blog. Please visit http://www.dave.st/zinkyblog

Desired outcome:

To have my amplifier shipped back to me in a working state (with a new set of vacuum tubes as agreed). I don't care about the replacement wooden case. I will pay the originally agreed costs for the upgrade work and vacuum tubes. I would like my amp back before the 2-year anniversary of it being delivered to Zinky Electronics.

Receiving no communications from Bruce, on 4 February 2010 I decided to try the Better Business Bureau covering Flagstaff, AZ.

Filing a complaint on-line was not overly complicated, the toughest aspect being the condensing of the whole miserable tale into less than 2030 characters of text.

I received a pro-forma confirmation email straight away, and waited to see what happened... for a surprisingly rapid development, see part 67!

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