RCA Thomson television warranty lie Marietta Georgia
We purchased an RCA television in late 2008 and shortly thereafter, the picture tube went out. We called RCA's Thomson Customer Service number and explained that we did not have the receipt and had purchased the television with cash, so did not have the exact purchase date. However the TV had a label on the back indicating a January 2008 manufacture date. Gave all the info (serial, model, etc.). We were told that there was a 2 year warranty on the picture tube, but that we would have to pay for the labor. We agreed to the arrangment, and went about getting the contact information for their authorized service center.
Drove an hour to take the television to the service center only to be told that they COULD NOT order the picture tube without the receipt. So we took the TV back and called the customer service center again. We were again told that the picture tube warranty was TWO YEARS and directed to contact the store where we bought the TV to get a duplicate receipt.
Went to the store, and they could only get us duplicate receipts for the previous 90 days, so we were out of luck there. I called the service center back today and got a "customer service" (I use that term loosely) representative who just flat told us that there was nothing they could do without a receipt. After almost an hour on the phone with her, she dreams up a new warranty for the TV and tells me that the warranty on the picture tube is only ONE YEAR. I asked to speak to her supervisor, who assured me that was indeed the case. I asked why TWO of his employees had given me false information, then. He said that he would "investigate" - okay...
This has been a months-long process. I'm ill and tired, and I will never - repeat NEVER - deal with this company again, and I strongly advise others against it as well!!!
Melanie
Mississippi State, Mississippi
U.S.A.
1 Updates & Rebuttals
Melanie
Mississippi State,Mississippi,
U.S.A.
TWO YEAR warranty
#2Author of original report
Fri, August 07, 2009
I pulled out my manual, and lo and behold, it states that the picture has a TWO YEAR warranty. They went into some spin about the serial number indicating that this model actually has a one year warranty on the picture tube. They were actually trying to convince me not to hold them to their warranty!!!
I read them the passage that says (in alll caps), "The warranty stated above is the only warranty applicable to this product. No verbal or written information given by TTE Technology, Inc., its agents or employees shall create a guaranty or in any way increase or modify the scope of this warranty."
They said they were willing to "consider" it since I had a written warranty in my possession. "CONSIDER"??????? How about just do the right thing and abide by what you wrote?
There was still the issue of the receipt. They were not dissuaded by the fact that I had absolute proof that the television was still in the warranty period, based on the metal plaque on the back indicating a manufacture date of January 2008. They replied, "That is not our basis for determining the warranty." I will humbly admit that several expletives flew through my brain at that moment, but I was able to refrain from allowing them to pass my lips. "You mean to tell me that YOUR plaque indicating that YOUR company manufactured YOUR television on a certain date isn't enough of a basis to determine warranty eligibility?"
And now, the hero of the story - believe it or not - Wal-Mart! They were able to get me a duplicate receipt from a year and a half ago. [They had earlier in the day told my husband they could only go back 90 days. Apparently, my voice held a little more desperation, and they took pity on me.]
I won't say it's resolved yet. Not until the television is sitting repaired in my living room. But things are looking up.
PERSISTENCE pays when dealing with this company (which, of course, I will never do again). Keep every scrap of documentation, because they have shown themselves to be weasels, at least in this case, trying to worm out of their own agreements. If I had just taken their word for it, I would be sitting her with a broken television forever. Wait - I think that's counting my chickens before they're hatched... I will update when the problem is finally resolved.