July 2014, I bought a Sharp Microwave to replace a GE Microwave that burned out after 12 years of use. I am kicking myself for not purchasing another GE.
April 5, the microwave makes a loud buzzing noise and starts to spark on the inside. I pull the plug, just as the inside wall of the microwave is melting and ready to catch fire.
I call Customer Service April 6 where they ask I email photos and state that they will send a replacement unit same day. I call back to make sure they received the photos and the story changes.
Now they want a safety inspector to call because of the fire hazard. I don't get a replacement until I get that call. I have to wait 3 days for my "turn" which makes me wonder how many fire hazards they have to deal with?
April 9, I call again... I didn't hear from the safety inspector. Where is my replacement? Now they claim the inspector closed the file based on the photos and a new unit would be mailed April 9 and that I should have it by Monday, April 13.
Here we are April 15, I call to see "where is the replacement". They did not send it because now they needed me to write a letter of demand to get the replacement. So I writ e a formal letter and email it off, but not before calling corporate and complaining to the person in charge of Reverse Logistics on their voice mail about the stories that keep changing.
I get a call then saying the document I need to sign is a "hold harmless" agreement indicating they will send a replacement unit and that I am not going to seek any further restitution or damages. No problem, I sign the document and email it back asking for a shipping number.
I then get a call from someone who sounded like they spoke unintelligible with a mouth full of food asking for a credit card number. I am baffled by the request because I am not purchasing a new unit, they are replacing it under warranty. Then she said they weren't charging anything. If your not charging anything why do you want my card#? She would not provide any explanation. I asked for something in writing because is sounded like a hoax.
If Sharp ultimately wanted a credit card for any reason, why didn't they say that at the first, second, third, or even fourth point of contact? Why is it the story on how to get the warranty replacement keeps changing.
Ultimately, it looks like I am buying a new microwave this weekend because Sharp refuses to honor their warranty.
#2Author of original report
Mon, May 11, 2015
I reviewed state Consumer Affairs laws and by asking for a credit card without an estimate of what would be charged, was the loophole I needed.
In my state it is illegal to collect payment/credit card information without a written agreement stating what would be charged for the repair and/or shipping/handling. The fact they refused to disclose the information was the issue.
Additionally, in the terms of the warranty contract it stated very clearly I had the choice of shipping at my expense the unit, or dropping it off at a service center in person for no incurred charge. Sharp continually refused to provide a location where the unit could be brought.
The problem with Sharp is that their returns process is inconsistent and no one within their organization is following the same process. They ostracize the customer and ultimately broke consumer affairs laws because of the lack of training, and incompetence within their service call center. Sharp needs expensive work on communication strategies surrounding returns before they can truly identify the top problem areas to address with engineering.
Even the powers that be in charge are not interested in resolving issues, but ignoring them or passing the buck.
Good luck Sharp... you are definitely a sinking ship.
It should not have taken a call from the State Attorney General's office to inquire about illegal solicitation of credit card information to have you send out the replacement.
#3Author of original report
Wed, April 15, 2015
Unit was on a surge protector.... your theory doesn't hold. Good catch though.
The issue isn't the cost (or being cheap) as you accuse ... the issue is the process keeps changing and they pulled a bait/switch with regard to collecting a return cost. The other issue is that they won't disclose the amount of the return cost which is highly illegal.
I happen to work as a corporate trainer specializing in returns management for a big box retailers and the documentation, attitude, and misinformation throughout the post-sale process is a great case study on how to ostacize a consumer and lose business,
Tyg
Pahrump,#4General Comment
Wed, April 15, 2015
Did YOU perhaps expect THEM to eat the shipping too? Just because it is replaced under a warranty doesnt mean that THEY have to eat the shipping costs. Microwave overs are a pretty simple device to be honest. A power surge from YOUR utility company can cause the magneto to "pop" or "over output". Sharp is replacing it for YOU when its NOT thier issue. YOU have used the oven for quite awhile with ZERO issues. Which points to a power surge effecting the maicrowave oven. Ol we get it, YOU are CHEAP!!! But since Sharp is DOING YOU A FAVOR by replacing it, the LEAST you can do is pay for shipping. THAT is why they need a credit card number. People like YOU sicken me. YOU have twisted the manufacturers warranty that ONLY covers the quality of the CONSTRUCTION and gotten a NEW one. THEY have bent over backwards to attempt to assist you yet YOU feel the need to place YOUR OPINIONS on a media outlet. THAT IS DEFAMATION tardlet!!! Perhaps instead of spreading YOUR IGNORANCE around the web, YOU can just stay OFF the web. We can ALL see how YOU use the web to not only SCAM to get your way, but YOU are also attempting internet blackmail BECAUSE you are too self etitled to see that YOU have to pay SOMETHING for the freebee they are giving YOU. YOU have fought them tooth and nail to NOT have to pay ANYTHING. So that makes YOU a scammer!!! I hope Sharp does see YOUR post. I bet YOU will LOVE when they take YOU to task for what YOU have chosen to do. YOU fought the process to get YOU another microwave and YOU have defamed them online. (((REDACTED)))