Westinghouse Digital — lcd t.v.
April 12, 2008
President of Westinghouse Digital Electronics, LLC
12150 Mora Drive
Santa Fe Springs, CA 90670
Ref: Model LTV32W3HD
You will find enclosed a copy of a complaint that I filed with the Better Business Bureau on April 12, 2008. I would like you to note this matter has been ongoing with your Company since December 2007 and as of today, April, 12, 2008 is still unresolved. I would like you to review my records so that you can appreciate the level of frustration and aggravation that I am feeling.
My first phone call to your Company was December 15, 2007 to officially notify Customer Service that I was encountering a problem with my new LCD HD television. Prior to this phone call I replaced my HDTV satellite receiver and my HDMI cable. The problem continued. I contacted Customer Service department again and was advised to ship the television at my own expense to your Company in California. I was not prepared to do this as I know the television was under the manufacturers warranty. A Manager approved a prepaid UPS label and I received the instructions to ship the television. I incurred the expenses of purchasing a box large enough to ship the television and packaging. Approximately two weeks later to my surprise I received a refurbished television. After installing and viewing for less than one hour, the replacement television lost it’s picture. I immediately contacted Customer service and went through the whole process again. Only this time it was more difficult to receive an RMA# and a prepaid UPS label. I was given many excuses and spoke with numerous Managers and each time I was given the run around. I was also told that the serial number of the refurbished television was incorrect and therefore could not get a RMA# or a prepaid label. I verified that the number was the only number available. Meanwhile, I awaited to hear from several different Managers who said they would contact me with an update. This did not happen. Eventually, I received a prepaid UPS label via UPS and not through my e-mail address as I was told. The refurbished television was shipped to your Company on March 27, 2008. On April 9, 2007 I spoke with yet another Manager who advised that he would submit a status report at Corporate level and that it should take no more than two days to have an answer. He said that I should expect a phone call or an e-mail message. As of today, April 12, 2008, no one from your Company can tell me anything about the status of my television. I placed another phone call to Customer Service and they are unable to provide me with any information.
I hope you can understand my position. It should not take this length of time to process a request as simple as this. I would also like to express my dissatisfaction in receiving a refurbished television in place of a newly purchased one. I do not have much confidence in receiving yet another refurbished television that was scratched and not the same model that I had originally purchased.
I would like this matter to be resolved immediately. I would like a written response to this letter explaining how you are going to handle my case. I just completed remodeling my basement in my new home. I was going to purchase a larger Westinghouse LCD TV as I was impressed with the picture quality and value for money but, after going through this experience I am sad to say that I am unsure if I will purchase a Westinghouse product again.
I await your response and resolution to this problem.
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