Complaint Review: CREATIVE VISION ELECTRONICS

In December, 2005, I purchased a Samsung MP3 player from Target. After four months, the player's hard drive froze. When I called the help line, Samsung graciously said that they were aware of the issue and promptly replaced the player with a different model, as there had apparently been many issues with the model that I had purchased.

After receiving the new model, several months went by, and we started to have issues with it. (The headphone jack receiver was not making a good connection (on several different types of headphones).) When I called the help line, they directed me to package the player and send it to CVE, Inc. along with the transaction number. I sent the package insured. That was on February 10, 2007. On March 8, 2007, I received an email message from Elsa from CVE asking me to verify the model number of the MP3 that I had shipped to CVE. I responded with all of the numbers that I had written down off of the player before I sent it.

I tried to email Elsa on April 1st to determine the status of the repair, but she never got back to me. I called and tried to reach someone at CVE, and their message said that there wasn't anyone available and to leave a message, which I did on April 16th. No one called back. Today is April 20, 2007, and I attempted to call the help line at SAMSUNG again. A nice person named Beth helped me and said that for some unknown reason someone had deleted the transaction number for the player that I had sent in. She tried to call CVE, and they said that they needed the serial number. I gave her the three different types of numbers that I had written down before shipping it off, and CVE told her that none of those was the serial number. This took 30 minutes. She then tried to transfer me to the "executive" line, which hung up on me when they answered. I called back and talked to Nicole at the help line, and she tried to transfer me to "another region," and I was disconnected again. All in all, I was on hold or attempting to call back for over an hour. When I tried to call the help line again, I asked to speak to a manager. The above mentioned Anthony came on and said that I needed to go to the post office and find out the tracking number of the package. I said, "Anthony, I know CVE has the player, as Elsa emailed me asking me about the model number a month after I sent it. Why would she do that if they didn't have it? How would they even know me?" He was not having it any other way and went on to tell me that there was no other recourse, no one who could help me, and that I needed to get this tracking number from the post office.

When I went to the post office, I showed them the email from Elsa, and they said that it was obvious that CVE was in possession of the player. Their system was down, and they told me to come back another day. I have now spent three hours in pursuit of this player and will have to go back to the post office another day to get proof of delivery for a player that CVE emailed me about.

Nancy
Aurora, Colorado
U.S.A.