Complaint Review: Nebraska Furniture Mart - The Colony Texas

I purchased a 65" Sony 4K TV with an extended warranty from NFM in June 2017. When we opened the box and installed the Tv their was a glitch in the top right of the screen. This glitch turned into the entire screen becoming covered in black and colored blotches that blocked the tv from any viewing. My wife and I went to the store within a few weeks to ask them what we need to do. The Customer Service Rep told us that our Warranty from Assurant would take care of us. As far as I know, he never took any notes on us, and he just told us what to do. So we called Assurant and they told us that we our warranty was not active basically until after the Sony Manufacturers 1 year warranty was over. They said we need to call Sony. So by now I am tired of being blown off and no one wants to deal with me. As far as I'm concerned, the NFM customer service rep should of just told us to bring the tv up there within the 30 day return policy to replace this expensive tv.

So I called Sony and it took a couple weeks for them to call me back and schedule an appointment with a technician to come look at it. It took a couple more weeks for the technician to come to the house. The people at Sony told me that they knew what was wrong with the tv and had to order the part. When that came in they would schedule the appt to come fix it. Needless to say when the tech got there, he looked the tv over and said the LCD screen was damaged. He did not have what he needed to fix this part. I assured him the tv was never damaged in my care. It was like that out of the box. He told me to take it up to NFM and have them return it. Well by now it is past the 30 return policy Date. So I loaded it up and took it up there. I looked up online that to return a tv I had to call a phone number and they will have me return it at their loading docks.

So, sitting in the parking lot there, I called them and told them the whole story. They told me that they could not do anything. The lady I spoke to for almost 30 minutes was cold and rude and did not care to help me out at all. She told me that I had to have a RA# (Return Authorization #) from Sony in order to have them take it back. I told her they sent me here. After spending months going in circles with everyone. Each of them pointing me to the other company. No one wanting to take care of the customer, Me. I pleaded with her and asked to speak to her supervisor, in which she told me there was none and they couldn't do anything either. So I asked to speak to the Store manager in charge, again she refused and told me there is nothing they can do. She wouldn't even let me talk to anyone else. At the same time she accused me of lying that I had never been up to the store to report the initial damage because it was never in any notes in my file. I told her that the CS Rep must no of taken any notes, but they gave me instructions to go to Assurant and that led to Sony, and back to them. After spending months trying to get someone to fix my broken tv, I was running into dead ends everywhere. Two Billion dollar companies won't help me out. I was about to just give up. I was hopeless.

I contacted Sony one last time to see if they would give me an RA# for me to return the product to NFM. They said that their warranty doesn't cover That kind of damage and that RA#'s aren't a real thing that they actually do. They don't do that. They were surprised to find that NFM would not do anything about it. They offered me a TV at a discounted price. But I am a father of 6 kids and I am out over $1500 for this tv, I can't afford another one. So another dead end. I decided to take this problem to BBB and anyone else who will listen, because this is ridiculous the way the treated me over something that they sold me that was broken. By the way, in the last year I have spent over $20,000 with them by purchasing all these items from them. A Leather couch, a washer and dryer, a Fridgerator, a King bed set, Queen bed set, range, dishwasher, and thousands of other items like speakers and such..

Your Desired Resolution:

At this time, after what I have endured and not having anyone care to help me with this matter. My children have been without a tv for 5 months now because we can't afford to buy another one. We saved up to buy this one. I want a free upgrade tv. Something to make it worth my time and trouble. It should still be a 4K smart tv like the other one, but I would prefer a Samsung and make it a 75" or bigger. I think I deserve this for what we have had to endure. This would make me happy with Nebraska Furniture Mart and continue to do business with them when I finish purchasing all the rest of the furniture I need for my wife and I's new house we are trying to purchase. We have a lot more stuff to buy on top of the already $20,000 we have spent their, and we want to continue to spend this money their because we like the store. It is a one stop shop. But we will no longer use them if they can't resolve this one little problem we have had with them. Thanks.