Conn's Electronics — 8 sevices for the same problem and yet they won't refund of replace my tv
This is a copy of a letter I submitted to a local TV station here in Austin that helps consumers when they aren't being treated fairly by a retail store.
8 sevices for the SAME PROBLEM and yet they won't refund of replace my TV.
I guess I should've known by their name, that I wasn't going to be taken care of...Conn's
I'm writing you today with hope that you can help me with a 65" DLP TV we purchased from Conn's electronics here in the Austin area. We have owned it for a little over a year and it has been serviced 8 times by Conn's service dept and each time it fails shortly thereafter, still they refuse to replace it or refund my money. They will only continue to service it. The past 2 repairs lasted less than a day.
All in all, it's been serviced 8 times and yet Conn's refuses to replace the TV. The only thing they have offerred to do is to keep repairing it. Repairing it again is not a viable option, at this point, because they've had 8 chances to fix the same problem and they have proven that they can't fix my TV. Most companies will replace a TV after it has had 3 or more services for the same failure. This TV has had the same failure the whole time we've owned it and it obviously cannot be repaired.
The first failure occurred about 10 days after the initial purchase. I went back to the store, knowing I could ask for a refund or replacement at that point, but I was convinced by the store manager to keep my TV and have it serviced. He told me, "yeah, we could replace it today, but you'd be back in here soon with the same problem with the new TV as well." He went on to say that it was a "known issue" with the manufacturer and that there was a new "improved" thermal fuse/sensor that would fix the problem and I wouldn't ever have the problem again. I took his advice and wow, do I ever regret it now. I was badly misled. I really liked the way they were selling these defective TV's to people and not warning them that they were going to have these problems. They should've sent them all back to the manufacturer and had the manufacturer send them new ones without this fundamental "KNOWN" flaw.
When you purchase a TV for your living room it's the main focal point for entertaining in the home. It's supposed to enhance your home, give you years of enjoyment, educate yourself and your kids, warn when bad weather is approaching, warn you about scams, watch family videos you've made, play your Wii with your kids and just be a relaxing thing to do after a hard days work, or to relax after mowing the yard, etc. It's just supposed to be an item to be enjoyed by all. This TV has been anything but that and now we have over $3200 invested in it and it just sits there broken, collecting dust. I have wasted 6 days of vacation on this TV, having to take off from work and wait for a repairman to come. My parents who are in their 70's have driven to our house, from Georgetown, the other 2 times and waited for the repairman's arrival.
The situation has become so frustrating and irritating to my family, that it has actually been the source of some arguments amongst us.
I notified Conn's corporate in Beaumont that I'm just going to stop paying on the TV and they will eventually come and collect it, but it will also ruin my credit. I'm hoping that I can invite 7 On Your Side into my home and run a story on this poor treatment of customers and how abysmal Conn's customer service can be. This is no way to treat a customer. The last 3 failures the TV put out a burning electrical smell that really screams "FIRE HAZZARD" to me, but when I mentioned this to Conn's, they blew it off and said there was no way it was going to catch on fire.
My sister and Brother-in-law have the same model TV and had this failure 1 time, had it repaired and haven't had the problem again. So I guess I'm just the lucky one that got "the Lemon."
We now have over $3200 invested in this TV and can't afford to buy another one. Please help our family with this problem if you can. I pray that you find this story worthy of your assistance.
My little girls would love to be able to play their Wii games and watch their Nickelodeon cartoons again on a TV that works. I told them I would do all I could to fix this for them. Unfortunately, I have been unsuccessful in this endeavor so far and now turn to you for assistance. I look forward to hopefully speaking to you soon. Thanks so much for your time.
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