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RCA Thomson / Terrible company

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RCA Thomson
Bought an RCA 42' HDTV (model L42WD22) from Wal-Mart for $998 on March 15, 2008. Has a one-year warranty. It was used lightly, typically less than one hour/day. Screen started going dark in October. Electronics started to burn/smell in early November. Called RCA. They recommended a local (RCA certified) shop. TV could not be repaired - needed new display and electronics. RCA Thomson said they would replace.

RCA sent a refurbished unit in January 2009. Refurbished unit (installed by their certified shop) would not work. Local shop technicians could not repair the refurbished unit even with two weeks of RCA Thomson technical support. (Imagine a quality control process so flawed that they don't even turn the refurbished unit on before sending it out to the consumer!)

After many (ten or more phone calls to RCA with a promise from them each time to call me back in 3-5 days but which they never did). Now RCA wants to send a 2nd refurbished unit. They will not send a new unit and will not refund my money. The 2nd refurbished unit will be warrantied for 90 days - even though I have been without their TV now for over two months. Asked to speak to some level of management. They refused. Said I could write corporate at P.O. Box 671988m Marietta, GA.

This RCA Model apparently has either a serious design or manufacturing flaw. Fully expect 2nd refurbished unit to either not work or to fail quickly. But RCA Thomson simply wants to get past March 15 2009 when original warranty expires. Appears to be no reasonable/fair solution for the consumer for a flawed/faulty product with a $1000 price tag!


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N  23rd of Sep, 2008 by 
Agree Disagree 0 Votes

RCA Thomson - Awful experience
RCA Thomson
United States

Hello, this letter is to let you all about a recent encounter I have with a major corporation, RCA. As some of you know I recently purchased a digital television and I decided to choose RCA, thinking, as many of you probably have, this is a trusted name brand and company. This letter is to warn all of you that appearance are not what they seem.

I purchased the RCA SDTV, Model number: 20F524T in April 2008. In August, this television developed a problem. It started to turn itself on and off, all on its own. And I’m not talking occasionally, this television does this every nine seconds. This is no exaggeration, I counted it. It’s so bad I have to leave the set unplugged otherwise it would do this all day and night.

I decided to do some research on the internet to see if anyone else has encountered this problem and what they did to remedy it. I found out that many other RCA customers with this model, have had this problem or similar, meaning the television turns off.

No one seemed to have a solution so I looked up the RCA company on the internet, sent them an email, explaining my problem and they sent me a reply that I needed to call into their customer service department, they provided me with the times this service is available and the number to call.

I did so, it was awful. Their automated system was so confusing I had to listen to it several times. I finally choose the troubleshooting option and surprise, this is the wrong option. What you’ll hear is another automated response telling you to download the owners manual online. When I tried to go back, the auto response was that this was an inappropriate choice and hung up on me. I tried again, same result. So I sent them another email, the company replied with another email telling me to call into their call center and be careful of the choices I make.

So I did, this time choosing a different menu option and I spoke with a CSR. She asked me if I had checked to make sure the unit was plugged in all the way, if I had tried doing a hard restart, meaning unplug it while it was on, I wanted to say that it never stays on long enough to let me try, but I never got an opportunity. I was given a case number, told I would have to fax in a copy of the bill of sale and wait three days after the fax was sent for a retention specialist to call me.

I did all this, I spoke with the “specialist” three business days after the fax arrived and she told me that my warranty had expired, since it’s been more then 90 days. I was then told I would have to give them an additional $79, plus tax and they would send another one out. I pointed out that I’ve had this unit for less then six months, I asked why I would have to spend an additional $80 plus dollars on another RCA product? I just can’t believe they’d expect consumers to spend an additional $80 above retail. I asked that she speak to her supervisor about this and she told me it would not make a difference who she spoke to, or who I spoke with, they would not waive this fee. She reiterated that the company has a 90 day policy that they adhere to no matter what.

Does this make sense to anyone? It isn’t making sense to me. I just can’t believe RCA won’t stand behind their equipment and that they would attempt to collect additional money for them.

After speaking with the specialist I sent the company another email outlining my frustration and disgust over this company’s policy and this was what I received back in reply:

Thomson Email Thank you for your inquiry concerning the design and quality of your product. Consumer satisfaction is very important to us and we continually strive to provide the best consumer electronics products available. We regret you are not pleased with your product. We invest substantial resources in market research to develop products that meet consumer needs and expectations. We are continually finding ways to improve reliability, designs, product quality, and professional service. Your comments are appreciated, and we thank you for taking your valuable time to contact us.

I think this automated form letter was a nice touch, proving that this company does not listen or care about the consumer. Please let this letter serve as a warning, do not buy any RCA product. The money you spend won’t be worth it. In the mean time I now have a two hundred plus paper weight.
N  24th of Sep, 2009 by 
Agree Disagree 0 Votes

RCA Thomson - Terrible service
RCA Thomson
United States

We bought a RCA Thomson 50" DLP HD last Feb.27, 2007. We had the TV for 10 months, then the lamp went out on 12/10/2007. I called RCA customer relations, was told I would have to send proof of purchase, which we faxed RCA that, then some one would get back in touch with us in 24 to 48 hours. We get that call and was told we would have to send them the bad lamp to them, then they would send us another lamp.Which could take up to 5 to 10 business days after they receive the bad lamp. Finally we got the new lamp on 12/27/2007. Put it in, it lasted for for a hour or so and it went out. Called RCA customer relations, was told to call consumer relations dept. They finally said they would approve the local Thomson repair co. I called them, when they called me back, the lady said it probably was the "ballast" I asked her, "shouldn't someone come out first and diagnosis what is actually wrong with the TV" "she told me she was actually saving us from having our TV taken from our home" she made the appointment for 01/10/2008 for them to come out to put the "ballast" in our TV. I asked if they could come out earlier since our TV has been out since 12/10/07. Was told "no" Thomson electronics came out to our house on 01/10/2008. Tried the ballast, "wasn't that" even tried another lamp"wasn't that" well Thomson ended up taking our TV to their shop on that day 01/10/08. Thomson told us they thought it was the lamp engine, RCA policy was to send the bad lamp engine to them, then RCA rebuilds that lamp engine!!! We finally got our TV back on "February 13th.2008" Our TV went out again this morning!!

The same thing lamp!!! I called the RCA customer relation dept. I told them I wanted a refund. I did not want the TV fixed. "I was told it will take 6-8weeks to get our check, that they would have someone call to pick up the TV. I said I wanted to keep the TV until I received my check, because I read online that RCA/Thomson had many complaints on their TV's and refunds. Some people still have not received their refunds after the allowed time!!!

I was told if I did not let them pick-up the TV, then they would not send me the check. I need to know what I can do about this and who can help us.
N  8th of Apr, 2011 by 
Agree Disagree 0 Votes

RCA Thomson - sold me and thousand defective dvd/vhs player/recorder drc8335
RCA Thomson
United States

It's me Justus looking for Justice. Here is more about the drc8335 dvd/vhs player/recorder. Shortly after the representative Jackie hung up on me after I requested a supervisor to discuss some sort of recovery for the defective drc8335, on March 23rd a supervisor did call and said that I requested a return call, which I did not have the opportunity to since Jackie hung up on me before I could. However, the sup Claudia said on the recording that she could not offer me anything if the unit was not under warranty. To my way of thinking, the unit was never under warranty. Warranty implies an agreement. I give you money, you give me a unit that works properly. That is a warranty agreement. I agree, you agree that we have a mutual exchange. A warranty agreement is not so you can assembly line defective products to see how many unknowing consumers (dupes)you can get rich from. I want to be compensated for this drc8335 piece of junk that never worked and I don't intend to stop writing, posting and communicating this injustice to all that will listen until i get justice which would be some kind of recovery...

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rca.com / Technicolor Logo rca.com / Technicolor
Customer Service
PO Box 6860
United States - 60598-0860
+1 800 968 9853
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