Sharp Aka: Sharp USA Sharp Electronics Sharp USA HORRIBLE service - no responses!! Mahwah, New Jersey
I have experienced a total lack of service from Sharp USA / Sharp Electronics. Luckily i document all the dates, and I've tried to get service or even a reply or suggestion on 3 seperate attempts. Im pasting a copy of the 3rd letter i sent to Sharp for service on a faulty Microwave.
I submitted the requests through the website, and called the 800# with no return calls or responses at all! I called New Jersey and left a message with Michael Troetti's assistant TWICE. No response at all. Sharp makes it hard to email anyone directly, even though i tried to email info@sharpusa and admin@sharpusa and even webmaster@sharpusa (all attempts are returned undelivered)
I will spend whatever it takes to send this Microwave to Mr Troetti in New Jersey and send certified letters to HDQ in New Jersey and to Mr Toshihiko Fujimoto in Japan (ill have it written in Japanese too!!) I dont want anything free, and anyone who purchases a Sharp microwave should reasonably expect it to work longer than 8 months!!
FINAL LETTER TO SHARP USA 3/30/07
THIS IS MY THIRD EMAIL WITH NO RESPONSE
FIRST EMAIL 1/22/07
SECOND EMAIL 2/21/07
THIS EMAIL IS THE THIRD ATTEMPT TO CONTACT SHARP IN REGARDS TO A FAULTY PRODUCT!!!
I purchased this Sharp Microwave on 3/26/06 from BEST BUY and have the orginal reciept. In NOV 2006, the microwave started shorting out and shooting sparks. Best Buy would not accept a return or exchange at that time, and suggested i contact you directly.
So far , in 3 attempts to contact Sharp directly, your company has failed to respond in ANY WAY. This Sharp R305KS does not work, and even in heating something for 30 secs, will shoot sparks and make a loud crackling sound. We are afraid to attempt usage of your product in our home and it has been sitting since Nov 2006.
I will again request a professional reply, either by email or a phone call. I would like to give Sharp a third chance to defend it's product / and or rise to an acceptable level of Customer Satisfaction and/or Product Service. Please contact us.
If i dont hear from you after this 3rd attempt, i will PAY TO SHIP THIS PRODUCT to your HDQ, with a letter to Michael Troetti and a copy to Toshihiko Fujimoto in Osaka, indicating the difficulty and poor level of customer service we have experienced with you. I will ship it, just so that SHARP knows the trouble and lack of service i recieved from the website Customer Service Dept. I will also refrain from buying any more Sharp products for our home, office, or as gifts for friends or family. I would have expected much more from such a reputable company as Sharp.
Hoping this letter will elicit any response at all. AGAIN MY THIRD ATTEMPT..
Im sure you will have a documented record of these attempts in your system.
Awaiting a Reply
(my name, email and phone numbers are here given)
NOTE:
Toshihiko Fujimoto Chairman and President
Michael Troetti President, Sharp Electronics Marketing Company of America
Address: 1 Sharp Plaza
Mahwah, NJ 07430-2135
Phone: 201-529-8200
Fax: 201-529-8425
RL
AustinArea, Texas
U.S.A.
2 Updates & Rebuttals
Rl
Liberty Hill,Texas,
U.S.A.
RESULTS - ISSUE RESOLVED BY SHARP
#3Author of original report
Wed, April 04, 2007
RESULTS!!
4/3/07
5:48pm Received call from Pam Rogel - Sharp Electronics.
She handled the entire issue in less than 4 minutes! After reviewing my case, and contact attempts, Sharp agreed to replace the unit. They will ship a new unit to replace it, and will pay for the return of the defect! That is all i wanted to begin with.
We spoke briefly about the customer rep "LaWanda" and her lack of customer service skills. She profusely apologized for the service issues, and was professional, results oriented and even gave me her direct contact phone number.
THANK YOU SHARP ELECTRONICS! for hiring someone like Pam Rogel. I hope your customer service issues will be resolved for future consumers. Here is a suggestion: "Have Pam take care of it!!" This is how the issue should of been handled from Day 1.
Many Thanks. You have retained a loyal customer!
Rl
Liberty Hill,Texas,
U.S.A.
Follow up: Email response 4/7/04
#3Author of original report
Tue, April 03, 2007
NOTATING CALL/EMAIL RECIEVED for review follow up:
4/3/07 Finally received email from Sharp.(ony after posting my experience on ripoffreport.com and on Sharp USA's
google finance page. Interesting huh?)
Email Indicates a case# and advises me to call.
2:58pm - called 1/800-237-4277
Got thru the queue of options and finally spoke with a Representative (Tiffany) at 3:05pm
Tiffany took history information and asked incident questions. She took time to read the history on my case. She notated all details and then transferred me to a supervisor Mike.
At 3:15pm I spoke with Mike for about 4 minutes. He asked all
the same questions and was very sympathetic, apologizing for the lack of response or service. He then transferred
me to "the customer relations department". I continued to hold.
At about 3:19pm i spoke with LaWanda, who really
needs to work on LISTENING. She asked all the same round of questions and flat out refused to listen to the TIME
FRAME and number of attempts Ive made. She again asked all the same questions of me, with no room for me to
elaborate at all, anytime i tried to she just cut me off. She then said "ill forward this to the customer relations and product department." ?? wasnt that her department? They will
review this and decide on what to do. They will call you back within 48 hours.
She never said Thank You, apologized for the length of the call, and kept calling me "Miss"?? Very bad customer service and verbal skills on her part.
Call Ended at 3:28pm. 30 MINUTE CALL WITH NO RESULTS OTHER THAN A PROMISE TO CALL ME BACK.
Ill post a follow up on google finance review and ripoff report to fairly indicate what Sharp's plan of action will be or if they respond at all.