Complaint Review: Thomson - Nationwide

The above mentioned product was purchased from Wal-Mart on January 27th, 2008. By June 2008 the unit stopped working. I researched online for any troubleshooting or information to resolve the issue myself and tried what was found to no avail. I contacted Wal-Mart, they have a 90 return policy, so I could not return and exchange. So I called RCA and was directed to Thomson. I did what was instructed and the problem was not corrected. In short this is what followed (all references to my particular case and ID #'s have been X'd out):

Phone # called until otherwise specified 877 805-0519. Contact on 7/20/2008, specialist will contact with service request & shipping information in 1 week case # XXXXX No response

Called 7/27/2008, replacement unit will be sent within 7-10 days, then send purchased unit back without accessories. Return ID XXXXXXXXX, sending email. Received email (entire email copied at bottom) and it did not say what representative told me on the phone. Email asked for money, for purchased unit to be sent back first and for me to pay for return shipping.

7/28/2008, I called back and told them that was not acceptable.

8/10/2008 (after several more attempts), a supervisor finally (smart guy)agreed to send prepaid return label for product.

9/19/2008 unit with receipt, Return ID #XXXXXXXXX and case # XXXXX received

No more contact until 11/07/2008 due to family tragedy on 9/20/2008. Was given new phone # (866 465-7157, which is the phone # used from here on unless otherwise specified) and case # (XXXXX) and told to expect refund in 6-8 weeks in the amount of $210.76

11/18/2008, refund processed, 6-8 weeks, receipt by the second week in January.

2/02/2009, per representative, electronic mail sent to AP department to check on refund check, again new case # (XXXXX), AP offices open until 5:30 EST. I was informed someone would call me.

These events are only the DOCUMENTED and do not include numerous undocumented attempts (October - January) to resolve issue.

2/03/2009 in the AM, per representative, AP specialist has been contacted. Spoke to supervisor (Vincent) requested physical address and or corporate phone #, did not have that I asked if they could actually speak to someone in AP and was told no. I informed I would call daily, possibly numerous times daily until money was received.

2/03/2009 1:25 PM, per representative, check was released 12/19, no response from AP yet. I told them I had email addresses and phone numbers for various US offices and officers of Thomson.

2/03/2009 1:48 PM After much research on very slow dial up internet (prior to 1:25 PM customer service call-I wanted to give them one more chance to rectify) I found Indianapolis phone number (317 587-3000), executive names, as well as email address format for company. I went through automated menu to finance then AP (wait for department listing, then as of today finance was #4, and AP is #1), (funny how I was able to contact AP via phone and someone within the company could not-maybe I should get a job as Director of Customer Service). Spoke to AP (I've worked in several corporate office and realize this may not be the correct AP department), gave name, phone # refund amount, 2nd and 3rd case #, that check had been process with date and the release date of the check. Knew nothing about check, will call back. I requested a call back by end of business day.

2/03/2009 3:00 PM call to customer service (again giving them a chance to do their job without bothering corporate personnel), again gave name, phone #, case #. After checking with "back office" was told case was on the "Q" (queue?) and had been escalated, making it more of a priority.

Now it's a priority? I wonder what happens if someone isn't as persistant as I am? And how much has been paid to the numerous customer service representatives each time I've called? They should really consider finding a new Manager/Director of this department.

2/03/2009 4:00 PM call to customer service gave case # and name, on hold while retrieving information, still waiting for answer from AP. Again told them I had email addresses for corporate officers and added that I am snowed in with plenty of time on my hands to follow up on status of refund check.

2/03/2009 4:10 call to AP in Indianapolis. A LIVE person from automated system (how'd I do that?), asked for AP, was given phone # 866 399-7267. Rang ...rang...rang... 3 attempts between 4 and 5 PM no answer at any time.

2/03/2009 5:00 PM call to customer service, name phone # case #, checking with refund department. On hold for 5 minutes, came back and said case was now forwarded to Thomson Management. I hope that is a good thing! If not, email to 23 different corporate officers will be sent detailing exactly what I have here. And if no response to that (or maybe even if there is a response, probably depends on the response), I will put email addresses in here for everyone.

I am incredibly steamed at all of this, with the economy the way it is here in our country, and their stock is up (I found that while getting other information). Of course their stock is up, they have our money and the product, which is apparently made with inferior parts!

Email received 7/27/2008:

"Thank you for allowing us to assist you with your product. Your Service Request Number or RR# is:XXXXXXXXX

CASE #:XXXXX

SENDING PAYMENT (DO NOT SEND PAYMENT WITH THE PRODUCT)

Send any required payment - either a cashier's check or money order payable to Thomson Inc. to:

Thomson, Inc.

Attn RR#

P.O. Box 671988

Marietta, GA 30006-0034

Please write the RR# on the cashier's check or money order. Do not send Personal Checks or Cash - both will be returned if sent. Note: Sending payment with your product will cause delays.

PACKAGING YOUR PRODUCT:

1.) Pack your product using the original carton and packing material, if possible.

Return only the main unit. Keep all accessories unless otherwise instructed.

Thomson is not responsible for unsolicited accessories such as CD's, DVD's, cables or memory cards.

Once you return your product to Thomson, it will not be returned to you.

2.) Enclose a note with your name, street address, and daytime phone number.

3.) Write the RR# on the outside of the carton.

WHERE TO SHIP YOUR PRODUCT:

Send your product to the following address:

Thomson, Inc.

Attn RR#

1101B Burgundy Drive

El Paso, Texas 79907

For your protection, we recommend using a shipping method that is traceable and insured (e.g. UPS, FEDEX or equivalent).

Please record your tracking # for future reference.

WHAT'S NEXT?

Upon receipt of your product and any required payment, a replacement unit will be shipped to you, based on inventory availability.

Please allow 7 to 10 business days for delivery for in-stock models.

Thank you for contacting Thomson, and if you have further questions, please call us at 1-877-805-0519.

Sincerely,

Thomson Customer Care Center

Please do not respond to this email.

If you would like to email us, please complete the Contact Us form at

http://www.rcaaudiovideo.com/en-US/ContactUs.html"

Mrsb2008

Medora, Indiana

U.S.A.