I've only had good luck with vendors and their products, well my luck ran out today.

First, I know many people are probably going to chime in and say what wonderful service Iron Cross Audio has given them, or how I expected too much, but they did not cut it for me, so here is what happened and why I can't recommend them.

I purchased the HDPDPLUS II IPod interface unit from them and received it on 6-17. I purchased it for a 2 week trip (6-26) on the bike. On the evening of 6-20 The unit showed signs of a problem.

Any IPod tried (nano, classic, touch, iphone) would have a message on it that said "Unsupported - Accessory is not supported". You could not control the IPod from the bar controls, you could get no audio from the IPod through the radio. It would charge, but that's it. Triple checked installation, checked power taps with volt meter for voltage and polarity. No problems found with installation.

Called Iron Cross 1st thing the next morning, tech listened to my explanation, asked several questions and then said he thought it was the cable that was the issue, not the module. He stated they would gladly send a new cable by postal mail. I asked him if there was a way that I could get it overnight or 2nd day air since I needed it on the bike within 2 business days. He stated they would not pay any shipping that they could not get reimbursed for and that Priority Mail was all he was going to do. He then told me I could call the manufacturer myself and see what they would do. He was nice the entire time, but steadfast in the fact that he wasn't going to be out of pocket so much as $0.01. I was transferred to the Office Mgr, she said the same thing. I asked what if when I get the cable that's not the issue. Her reply was at that point I would have to send everything back, they would check it out and go from there. I tried to explain my situation again and she would have no part of any of it. I even offered to split the cost of shipping.... nope, they would not do that either.

The Office Mgr was getting shorter and shorter with me, so I asked about the return policy, was told to ship it back and they would refund my money.

That's where it stands. The unit will go back to Iron Cross Audio and Iron Cross Audio lost a customer for life (and anyone I ever talk to) all over what amounts to $5 - 7.00 in shipping costs max. I looked up the shipping on UPS and FedEx.

BTW, the unit is resold through Iron Cross Audio. It is made by a company called On The Move Technology and Iron Cross will only support what they can get 100% reimbursed by the manufacturer. Oh well, their loss. It will cost me about $50.00, but I will go buy the HD one (dealer going to give me $'s off because I'm a good customer... see how that works, good customers always return and forward other customers) and enjoy my trip.

The unit might have been a good one, but I'll never know as the experience was ruined by poor customer service and a rude Office Mgr.

 

not going to take sides here but I will say this based on a couple of things;
1.) the product is not their's, as you pointed out and most people have known for a very long time, they're simply a reseller for OTMT so really it's on them and I know ICA has had their fair share of issues with these devices.
2.) you're likely to have the same issues with the HD module, I did on my 09 and again on my 12 (only reason I had it on the 12 was it was included in the deal) and that's when I simply gave it up, took out that piece of **** 1990s HD head unit and replaced it with something I could actually use and is TRULY considered Advanced Audio.

I do however agree with you, that some sort of concession should have been made on their part especially since you agreed to pay for shipping and that it be shipped out expeditiously to avoid posts like this winding up on forums.

Tony @ ICA has always been a stand up guy to the HD community and the work he/they perform on stock head units is flawless.

 

I understand and am not asking anyone to side with anyone.... just letting folks know what I experienced and thought. I hope I don't have those issues with the HD IPod interface, but at least if I do there are plenty of places to go for help/warranty.

If ICA has had alot of issues with this product, and I agree that they have as my research turned up a 50/50 good/bad with these units, then why are they still selling and representing them? The fact they they would still sell something like that makes me question them even more.

I know what you mean about the HK radios... for what we pay for them they should be *much* better!

 

Sorry we did not meet your expectations.
We take our customer service very seriously.

We were more than willing, based on your conversation with our tech, to immediately send you a new cable. We did not require return of the old cable or return of the complete system for testing prior to doing this. There are very few companies that will address a warranty claim on an electronic product without return and testing.

Expedited shipping was available through On The Move Technology. This was explained and their contact info was provided. We would have made that call ourselves, but as explained, we wanted you to speak to them to verify our conclusion that it was just a cable. Either way, a cable or a complete unit would be on its way to you from them today. Warranty issues on these units are not common, and not something we deal with often. As such, we want to make sure we've covered all options prior to sending a replacement part.

Solutions to warranty issues that are outside the normal process sometimes takes the cooperation of us and our customers. There was a solution presented that you did not want to take advantage of.

 

I never disputed that you were willing to send me a new cable, nor did I dispute that you told me I could contact the manufacturer. I was 100% honest in everything I stated in my post.

This is true, however there was also a solution presented to you that you did not want to take advantage of. So we both were making offers to attempt to resolve the situation, only you held the upper hand.

Regardless, your offers did not meet my needs or expectations and your Office Managers last statement to me on the phone was (and this is a direct quote) "I want the unit back". My reply was "OK, we will do what YOU want".

Funny how she can state what she wants to happen, but I can't.

You lost a customer, and I'm a good customer to those who treat me good.

EDIT:

On the call, this was a big maybe, not cast in stone as the message indicates here.... and initially the call was all on me, the phone number I was given is 307-751-8338. The Office Mgr did state later in the call that she would be willing to call and see what they might do for me.... but again, there were no guarantees.

 

I've left my response in the general forum thread...

I'm one of the thousands of satisfied customers.

Beav

 

I'm one of the millions of satisfied customers of Harley Davidson.... but I'm also not so blind and naive/stupid that I think they have never done anyone wrong or at some point failed and could have done a better job at Customer Service.....

I'm done with this topic.. I have solved my issue and I'm happy with the other product that I have now. Movin on...........

 

It's good that you are "movin on.". Any more posts by you would only demonstrate your ineptness.

ICA's reply buried you when they suggested, and you declined, to go directly to OTMT for a solution.

Rest assured that your vacuos complaint will have zero impact on ICA.

Glad you are pleased with the over-priced HD product.

Carl

 

IMHO, aftermarket vendors need to go the extra mile for their customers. Most of Harley's stuff is decent, there has to be added value in going with another company. We can all agree that Harley's product support is lacking.