Complaints

This profile includes complaints for Piexx Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Piexx Company

  13 Main Street Hillsboro, NH 03244

• 

  Piexx Company

  P.O. Box 123 Hillsboro, NH 03244

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased at Tone Board for my Amateur Radio. The tone board does not work on either of my two Amateur radio and clearly has a defect. The owner requested me to mail the tone board back to them to "check it out" at my own expense. After several emails the owner once again said If I feel this unit is defective to mail it back to them. And they will not pay for return postage. What type of customer service mails a defective product and tells you to send it back to them at the customers expense? This is wrong and why I am filing a complaint. This unit costs me a total of $97.96, $79.00 for the item and $18.96 for USPS 3 day priority mail, and in actuality they paid only $10.20 for a flat rate box. And now they want me to pay additional postage to ship this back to them which they had already over charged me to begin wirh.

  Business Response

  Date: 04/06/2023

  Dear Mr. ****,
   Thank you for your time in helping to resolve the BBB issue ID ********, that I 
  received your correspondence about dated 3/23/2023.
   For your reference I would like to briefly describe my company, PIEXX, located 
  in Hillsboro, NH. PIEXX has been in business since the early 1980s and we design 
  and manufacture, among other things, a line of replacement components for use in 
  obsolete amateur radio products. Our first products of this kind were designed in 
  the early 1990s, and we continue to add to this line with new products every year 
  or so. We have sold approximately 12,000 of our amateur radio products to date.
   The product that has come into question, our FTS-12px tone board, was designed 
  in 2007 and is a current product in our lineup. I don't believe we have ever had 
  a return of one of these tone boards.
   All of the products that we produce are carefully tested for proper operation 
  before shipping. With this said, it is important to note that our products are 
  intended to be installed and operated by our customers in their older radio 
  equipment. Our customers are expected to have a thorough understanding of the 
  installation and use of these products in their equipment.
   The customer, who has lodged a complaint, ordered the item on 3/10/2023, and 
  his product was shipped on 3/11/2023. The tone board was delivered on 3/13/2023 
  via USPS Priority Mail. On 3/14/2023 the customer indicated that he had received 
  the board but it didn't work. I responded to him, on 3/14/2023 as follows:
  "Hi *****,
   We do carefully check every product before shipping. Be sure that the connector 
  is well seated and that you are following the instructions for setting and 
  enabling the tone. Often the way you set the tone freq is independent from 
  actually turning on CTCSS Encode and Decode.
  If you feel that there is a problem with your tone board, please send it back to 
  us and we will be happy to check it for proper operation.
  TNX,
  -Chris"
   In the few past cases when a customer has returned one of our products, their 
  interest has always been to solve the problem. To that end, when they ship the 
  product back to us we diagnose the cause of the problem, if any, and return the 
  item to the purchaser. Often we find no problem with our product, and then we 
  will give the customer the option of a refund. It is clear from the "Desired 
  Settlement:" section indicated in the complaint that the customer does not want 
  this product. If he returns it to us, in as shipped condition and in a timely 
  fashion, we will be happy to issue a refund for the product. This has always been 
  our policy. To date, the customer has not returned the product to us. 
  Thanks again for your help with this matter

  Customer Answer

  Date: 04/06/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because as a custimer I should not have to pay for return shipping on a product that doesn't work.  I have been into radio electronics since 1968 and a licensed Amateur Radio Operator for 38 years.  I am well aware of electronics and how they should work.  I have personally restored many vintage components over the year, and when something isn't working as it should I immediately know this.  Not only did this company over charge me the shipping in which I paid, they are also insulting my intelligence in Radio Electronics.  I would have gladly returned this component for evaluation or refund, but asking for a paid return ticket was to much to ask for. Then, when I left my review of this company and my experience,  the BBB failed to post it.  I don't care how long they have been in business, to claim they never had any issues with their products is a is a statement that I find hard to believe.  All I asked for for them to pay the shipping back and they refused.   First, they over charge me shipping to my residence to begine with, then they expect me to pay once again to ship this usless product back to them.  I don't agree with their explanation to you or their business practices,  and I want my original review posted,  so other consumers can be aware of how they operate.

  This is far from being resolved. 

  Respectfully 

  ***** ******

  Business Response

  Date: 05/01/2023

    The product that has come into question, our FTS-12px tone board, was designed in 2007 and is a current product in our lineup. I don't believe we have ever had a return of one of these tone boards.
  
    All of the products that we produce are carefully tested for proper operation before shipping. With this said, it is important to note that our products are intended to be installed and operated by our customers in their older radio equipment. Our customers are expected to have a thorough understanding of the installation and use of these products in their equipment.
  
    The customer, who has lodged a complaint, ordered the item on 3/10/2023, and his product was shipped on 3/11/2023. The tone board was delivered on 3/13/2023 via USPS Priority Mail.  On 3/14/2023 the customer indicated that he had received the board but it didn't work. I responded to him, on 3/14/2023 as follows:
  
  "Hi *****,
    We do carefully check every product before shipping. Be sure that the connector is well seated and that you are following the instructions for setting and enabling the tone. Often the way you set the tone freq is independent from actually turning on CTCSS Encode and Decode.
  
  If you feel that there is a problem with your tone board, please send it back to us and we will be happy to check it for proper operation.
  
  TNX,
  -Chris"
  
  
    In the few past cases when a customer has returned one of our products, their interest has always been to solve the problem. To that end, when they ship the product back to us we diagnose the cause of the problem, if any, and return the item to the purchaser. Often we find no problem with our product, and then we will give the customer the option of a refund.

  It is clear from the "Desired Settlement:" section indicated in the complaint that the customer does not want this product. If he returns it to us, in as shipped condition and in a timely fashion, we will be happy to issue a refund for the product. This has always been our policy. To date, the customer has not returned the product to us.
  
  Chris S***
  Owner PIEXX Co.
  ** *** ***
  ********** ** *****
  
  email *****@piexx.com
  
  
  

  Customer Answer

  Date: 05/01/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because this company does not understand and keeps avoiding the problem of shipping expenses.  I'll be glad to return this usless product to them for a full refund, but why should I have to pay for shipping?  They already overcharged me for shipping to begine with, and now they want me to pay for shipping again.  You send me a return lable and I'll send it back for a refund.  You don't stand behind your product and surely do not put any effort in customer service 
  
  
  
  Sincerely,
  
  
  
  ***** ******