United States - 15222
We are a long standing retailer in Consumer Electronics...Audio Video Industry. We began selling Westinghouse TV's years ago...as we began to have failures well in excess of the industry standard, we scaled back our purchases. We had to focus on helping our customers with the failures, returns and replacements...
Now, 10.29.2008, we are at wits end. They have PROMISED us that the last TV we sent back in March of this year would be replaced or credited to our account. They also promised that they would issue a RA number for yet another TV for the same problem. That began on August 4th, 2008. We are still waiting.
I have made dozens of calls to the supplier's Regional Sales Manager, Mike Denn on his cell and home office number since then...he has NEVER called me back. Customer Service has been no help, I emailed the corp office again today...
The dates of the calls I have noted are as follows this year...
I have the phone records to prove it...
THIS HAS TO BE ILLEGAL. I CANNOT BELIEVE THAT A MANUFACTURER OPERATES THIS WAY IN THE US. WE NEED HELP...
WE HAVE THE RA NUMBER, THE MODEL NUMBERS AND SERIAL NUMBERS...
THE REGIONAL SALES MANAGER CONTACT NUMBER IS
COPRPORATE OFFICE NUMBER IS:
Dear Sir/ Madam
I would like to express my dissatisfaction with Westinghouse regarding the procedures to obtain repairs to a TV, LCD, HD, 42". First, it has taken various calls to obtain the appropriate information needed in order to obtain RMA #. Secondly, your policy to have the consumer incur the expense of return for a faulty product is unreal. A prepaid voucher for the expense of the return would go a long way to improve customer service. As a consumer, I expect the company to stand by its product and facilitate this process.
I recently sent this email to Westinghouse because my LCD which is a little over one year old seems to be failing.
(In the last two weeks I have noticed that my television goes into what I call a digital scramble after being turned on for a couple of minutes. The picture completely scrambles for a few minutes and then returns to its normal clarity. I can hear the audio fine and have checked to see if it could be my digital cable that is causing the problem but it is not. The problem is happening more frequently and I have only owned the television since July of 2007. I did not purchase the Best Buy extended warranty so I am unable to just return the item to the store. I have the original Best Buy receipt and Credit Card statement but do realize that it has been just over a year that I have owned the television which means its out of its one year warranty. I am hoping that Westinghouse will help me with this problem as it speaks to the quality of your products.)
Westinghouse replied with the following message.
(We apologize for any inconvenience in waiting for our response, but below is what I can suggest to move forward. If you are beyond the manufacturer warranty and do not have an extended warranty, you will need to seek local repair. Any local LCD technician should be able to diagnose your unit and offer a repair quote. If you find a technician who can work on your LCD but needs to know where to get Westinghouse parts, please have the technician contact us by phone or email for that information. If the technician needs schematics for your particular unit, we can provide those to the technician. If you have any further questions, you may contact us through email, or by calling us toll-free at [protected], between 9am and 9pm Eastern Standard Time, Monday through Saturday. One of our technicians will assist you.)
Although Westinghouse is technically correct in there response to my problem I would like to voice a formal complaint about the quality of product that this company produces. I would expect that after spending a good amount of money to purchase this product that it would last more then just over a year. The fact that this product is failing so early is unexceptable and Westinghouse should do everything that they can to rectify the problem. This is not the case which could cause me to have to spend yet more money to either fix the problem or purchase another television.
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I purchased the above mentioned tv from Ecost as a refurbished unit, however, it was still under warranty. After having the tv for only about 2 weeks we, like many others, started experiencing the picture going off after only a few minutes of viewing. Over the following few days the problem became increasingly more noticable and much more annoying. After contacting Westinghouse, we discovered the closest service center was approx. 5-6 hours away, and my only option was to send the TV to the Santa Fe Springs facility. They would issue me an RMA, and after receiving my TV, would send a replacement within 5 business days. (And who ever heard of a company issuing an RMA, and not paying for you to send the faulty unit back to them) Since that time, I have discovered, that in spite of proof of delivery to their warehouse on 09/04/08, they did not enter receipt of my TV into their system until 09/09/08. After calling daily to obtain the status of my replacement, and being told multiple times that their policy was a replacement would be issued within 5 business days of them entering the receipt of my TV into their system, I am now being told the policy states 5 to 10 business days. I too have experienced extreme difficulty in discussing this matter with a supervisor, and when they return calls (the 24-72hr. time frame), I as well have missed their calls, and was left no return numbers. The customer service staff, are less than friendly and not at all compassionate about the situation. After this experience with Westinghouse service, I would not ever purchase a product of theirs again, nor would I recommend it to anyone.
I guess like the economy, customer service in this day and age has rapidly deteriorated as well. At one time the philosophy was that the customer was always right, that is not the case with Westinghouse!! Furthermore, I don't think they would let their customers wait 5 days after receiving the product to make payment for it, and seriously doubt they would allow us to wait 5 to 10 business days after that to make payment either. Compare this to going in to the hospital...would you want to lay in a room, sick in pain, or whatever the case may be, and have a physician tell you that he can't provide service to you until they "have you in the system", and at that, waiting another 1 to 2 weeks to treat your problem. I seriously doubt it, and it's really no different.
Westinghouse doesn't seem to care that there service is poor, and doesn't seem to make an effort to improve it. Maybe one of these days, they might stand behind what they rave their company is so great at, not to mention manufacture worthy products!!
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After 18 months we lost the picture on our Westinghouse flat screen HDTV. For 30 years TV's didn't need warrntys so we didn't buy one. The one year warranty was over. We paid TV Engineers $40 to pick up the useless set and bring to their St. Augustine FL shop. After 3 weeks they returned it. Next, I brought it to Sears repair in Palm Coast FL The charged 32.50 and promised Apr 15, 2008 return.
Late July they leave a message saying the TV was ready for pick up. When picked up the charged another $32.50. I get the TV home and there is a note from the tech saying the TV couldn't be repaired. I am furious. Why did it take so long to fugure this out. Why didn't they tell me it wasn't repair when they left the message to pick it up.
Last year I purchased 4 Michilin tires for my SUV. Well, all 4 air valves were bad, I was told they were made in China. I had to call my road service twice due to the bad air valves.
Needless to say I am furious at Sears. They did make ammends for the bad valves on the tire. But this 3 month fiasco with the TV was passed off as an, oh well. No I didn't purchase the TV at Sears. Please send me your thoughts on how opperations handled this transaction Thank you Susan Sheehan
I purchased a 40" HDTV in February 2008. The first unit I purchased I returned the same day to the Sam's Club where I purchased it since it work NOT work at all. They replaced the unit with another one. Now the intergrated DVD player in the TV will not accept disks. I called the Westinghouse Customer Service who tried to troubleshoot the issue over the phone. It was determined that it would haave to be serviced. Since they did not have my registration information on file I had to fax the proof of purchase t them before they would advise me on how to proceed. I provided them with the required information only to find out they want me to ship the unit to California from Kentucky at my expense for warranty work. They state that it can not be returned to the Sam's Club for a repalcement since it's out of that 30 day window. They did provide me with the nearest service center which is in Nashville, TN, a 2 hour one way drive. I'm sure shipping cost for a 40" LCD TV to California would be in the hundreds of dollars. What is a consumer to do to get satisfaction?
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This is the worst customer service ever. I received a refurb TV from an online retailer, guess what it comes without an antenna socket, so I send it in under the "3-month" warranty right away to Westinghouse. First surprise took 2 weeks to send an RMA, and then they dont pay for shipping.
So I bite the bullet and ship it from TX to CA with UPS and nice packaging and all. They received it on 04-03-2008 and today is 05-19-2008 and no word on the TV. Here is my ordeal, I call in once a week to check on progress, the worst ###s sit and answer your questions, first 4 weeks i was told by different reps that yes sir we have your TV and its still being processed, it should be out soon. 4 weeks later a more sensible rep takes my UPS tracking # and then what does he find out, well they have received the TV but haven't processed it, i.e., its collecting dust in the warehouse if they still have it. Then he puts an elevated request, to get fast reply, two weeks later and multiple talks with supervisors, the answer is still the same, we dont know whats going on but its not processed yet, its as if the TV has disappeared in some mysterious black hole, never to reappear.
Needless to say this is my last product from them, if any one knows where i can file a formal complaint against this company, I may have lost my heard earned student $$ but I am going to make sure that they will not get away with this cr*p!
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