Westinghouse

Initial Business Response / [redacted] (1000, 8, 2016/02/02) */ on 2/02/I spoke to Mr [redacted] and offered him to recycle the TV and provide us the recycling receipt, instead of him having to ship the TV at his expenseOnce we receive the scanned view of receipt we will move forward with his refundI also explained to Mr [redacted] we will unfortunately not be able to reimburse his taxes on his purchase He agreed to all above and we will await his receipt to fulfill his refund

We sincerely apologize for the inconvenience you are experiencing with our productI am the manager in the warranty deptand your case was passed on to meUnfortunately, based on the original warranty from Westinghouse the customer is responsible for one way shipping of the product to the repair facility.Please log onto to the link below for copy (I have also copied/pasted part of the warranty below): http://westinghouseelectronics.com/support/warranty/OBTAINING WARRANTY SERVICE — To obtain warranty services, you must ship the Product to a Westinghouse Electronics service center freight prepaid, in its original packaging or in packaging providing an equal degree of protectionWestinghouse Electronics is not responsible for damage to any Product that occurs during shippingWestinghouse Electronics is not responsible for transportation costs of the defective unit to the service center, but will cover return shipping to the customerPlease call Westinghouse Electronics at ###-###-#### for the locations of the nearest Westinghouse Electronics service centerFor Puerto Rico, please call ###-###-####.Best Regards,Patty Z

Westinghouse will be providing a label for Mr***'s unit to ship to our warehouse for either replacement, repair or refundMr [redacted] will be contacted asap through email

Initial Business Response / [redacted] (1000, 10, 2016/01/30) */ Hello, the customer has been advised to provide us with their original sales receipt and photos of their televisionThe unit can then be recycled and provide documentation of the recycling receipt and we will proceed with a refund for the purchase price of the televisionOur refund amounts do not include the sales taxThe refund will process in 4-weeks Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have the original sales receipt, no problem..how do I take a picture of this Tv, were do I send this information to? I need complete details.I have no money to send the Tv back...I do not have access to a computer right now.Is this response from the store or Westinghouse? Final Business Response / [redacted] (4000, 29, 2016/03/04) */ Hello, thank you for providing the copy of the receiptWe have submitted your refund on March 1, It will take 4-weeks or less from that date to process the checkThank you for your attention to this matter Final Consumer Response / [redacted] (2000, 31, 2016/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes,I will accept this resolution from the company To the Revdex.com- thank-you for your help in trying to resolve this matter, in a timely manner

We sincerely apologizefor the inconvenience you are experiencing with our productI am the manager inthe warranty deptand your case was passed on to meUnfortunately, based on the original warranty from Westinghouse the customer is responsible for one way shipping of the product to the repair facility.Please log onto to the link below for copy (I have also copied/pasted part of the warranty below): http://westinghouseelectronics.com/support/warranty/OBTAINING WARRANTY SERVICE — To obtain warranty services, you must ship the Product to a Westinghouse Electronics service center freight prepaid, in its original packaging or in packaging providing an equal degree of protectionWestinghouse Electronics is not responsible for damage to any Product that occurs during shippingWestinghouse Electronics is not responsible for transportation costs of the defective unit to the service center, but will cover return shipping to the customerPlease call Westinghouse Electronics at ###-###-#### for the locations of the nearest Westinghouse Electronics service centerFor Puerto Rico, please call ###-###-####Once we receive the unit in our facility we will be more than happy to assist you with the remaining of your warranty

My name is [redacted] and I am the manager in the warranty deptI will be happy to assist with answering any questions to this caseWe have working with Mrs [redacted] in hopes we can find a resolutionUnfortunately, she has not provided us with a valid receipt and this is simply one of Westinghouse's warranty policiesWe have explained to Mrs [redacted] that the POP must show the item, price, date of purchase and storeShe is only able to provide a gift receipt and this receipt is missing some very valid information we need in order to follow the guidelines.I am sorry for the inconvenience however, as soon as Mrs [redacted] provides us with a valid POP, we can move forward with her warrantyBest Regards, [redacted]

I am rejecting this response because: As I’m understanding I am still going to be left without a tv for 4-weeks? Please clarify if I am incorrect on either option

Hello my name is [redacted] supervisor of the Warranty Deptfor Westinghouse and I will be more than happy to assist with this case and any questions you might haveI am sorry to inform you that Westinghouse Warranty card does state that consumer is responsible for one way shipping for unit o be repaired or replacedWe do apologize for the inconvenience and are looking forward to assisting [redacted] once the unit is received in our warehousePlease log onto link below for copy of Westinghouse Warranty: http://westinghouseelectronics.com/support/warranty/Best Regards, [redacted]

Hello my name is [redacted] supervisor of the Warranty Deptfor Westinghouse and I will be more than happy to assist with this case and any questions you might haveI am sorry to inform you that Westinghouse Warranty card does state that consumer is responsible for one way shipping for unit to be repaired or replaced We do apologize for the inconvenience and are looking forward to assisting ***ua [redacted] once the unit is received in our warehouse Please log onto link below for copy of Westinghouse Warranty: http://westinghouseelectronics.com/support/warranty/ Best Regards, [redacted]

I am rejecting this response because: When I spoke with the Westinghouse rep the 1st time he did not inform me that I would be responsible for shipping a defective TV back at my cost (conversation saved on my Android phone)Thus I purchased another TV because of the upcoming holiday company I was expecting to stay at my houseIt will cost me at the minimum $to ship back and according to others who have similar complaints with Westinghouse it was costing them $or so

Estoy rechazando esta respuesta porque: This is ridiculousExplain how could the shipping company damaged the tv?? how can the box be in perfect condition?, from the moment I personally sealed it and shiped it to Westinghouse to the moment I got it back the box has no wholes no bends no damage whatsoeverThe tv had to be taken out and droped, or damaged purposely to deny the guaranteeI have contacted the shipping company and they Will not even cover half of the value of the month old tv, but since the box wasnt damaged their representative told me it's not likely to happen

Hello Replacement process does take 4-weeks Warehouse will need to get the Grade A refurbished television ready, we will than have to set up a pick up from the trucking company that will deliver the unit to customer home Other option customer has is that we could issue a refund for the cost of the unit only Refund process does take 3-weeks From date we receive recycle receipt.Thank you***

Hello my name is [redacted] supervisor of the Warranty Deptfor Westinghouse and I will be more than happy to assist with this case and any questions you might haveI am sorry to inform you that Westinghouse Warranty card does state that consumer is responsible for one way shipping for unit to be repaired or replaced We do apologize for the inconvenience and are looking forward to assisting Mr [redacted] once the unit is received in our warehouse Please log onto link below for copy of Westinghouse Warranty: http://westinghouseelectronics.com/support/warranty/ Best Regards, [redacted]

Hello my name is [redacted] and I am the Supervisor in the Warranty Dept for Westinghouse and will be more than happy to assist with any questions you might have. We have been trying to work with our valued customer to try to find a quick and most convenient resolution for her case. Westinghouse... Warranty is clear and up front about the customer is responsible for 1 way shipping to our warehouse. Westinghouse in hopes to assist some customers offers a Replacement with free pick up (of defective original unit). If customers refuses this as a resolution then Original Warranty stands and Customer is back to being responsible for shipping the unit to us. Thank you for your patience. [redacted]

Initial Business Response /* (1000, 8, 2016/02/02) */
Hello
Thank you for contacting us regarding your issue
We apologize that we no longer had inventory at the time to fulfill your orderOur inventory changes daily and we base it once we receive the defective unit to process the order
Unfortunately the shipping costs of the defective unit are non refundable as the customer is responsible for the shipping under the terms and conditions of the warrantyI checked the status of your refund and it was submitted Jan7thWe appreciate your patience in this matter
Initial Consumer Rebuttal /* (3000, 10, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has changed from the original complaintThey are also not covering the taxes which were part of my costs of purchasing the tvAgain I find it hard to believe that they do not have a TV that they can send to meThey make them everydayWestinghouse is taking the cheapest route for themselvesI have $invested in this tv plus trips to the city to purchase it and to returned it over miles totalThey are going to reimburse my $Again all I did wrong was purchase their productI will not be buying another Westinghouse product

Hello my name is *** and I am the manager here in the Warranty DeptI have spoken to Mr ***'s son via phone and explained that unfortunately the warranty does not cover any physical damageWe also explained this to him in the template on Feb 6th along with the address and instructions on where
to ship the unit and restrictionsThe unit that Mr*** received is the same one he shipped and the damage provided to him in pictures is the same damage the TV arrived to our warehouse with.We have explained to Mr*** he must open a claim with the carrier for the damages sustained during shipping time.Best Regards, *** *** CS Manager

Initial Business Response /* (1000, 9, 2016/07/29) */
Hello my name is *** and I am the CS Supervisor in the Warranty Dept
We do apologize for the inconvenience Mr*** has gone through with our product
Mr***'s case has not been seen entirely by a supervisor up until nowSince
we've found out about this complaint Mr*** (another Supervisor) has tried to contact our customer to request a receipt and pictures to better assess this case
We have not been successful at reaching him and he is not returning our voice mails
we will continue to try to reach him in hopes we can resolve this case in a professional manner
Initial Consumer Rebuttal /* (3000, 11, 2016/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in the process of moving, and my girlfriend being in the hospital with complications of pregnancy; I have not had a chance to return the attempt Klaus made to reach out to meIn the move I don't where the recipt has goneI no lomger have the TV because it was pointless to move a TV that is not workingI can tell you that I paid $before taxes for the TVI did submit a copy of my receipt to Consumer Affairs if you would like to try and get it from them
Final Business Response /* (4000, 13, 2016/08/08) */
Hello my name is *** *** and I will be happy to assist the Revdex.com and also Mr*** with moving forward and hopefully finding a resolution for this case
When Mr*** called in for his warranty service and explained what had happened (after a storm, TV was connected to power surge) customer was advised that unfortunately, the Westinghouse warranty Policy states clearly that damage due to Power Surges and Acts of God are not considered nor covered under manufacture or workmanship defects
However, we are willing to re-assess Mr***'s case and Klaus attempted to call him and in the voice mail Mr*** was informed to provide receipt and pictures of the unit, which he hasn't doneAs mentioned we will be more than happy to assist Mr*** if he can follow the simple guidelines of providing all documents needed in order to move forward
If Mr*** cannot provide a picture of the front, back, Serial # and Proof of Purchase I am afraid we will not be able to assist him any further
I have attached a link of the warranty (please read EXCLUSIONS TO WARRANTY):
http://westinghouseelectronics.com/support/warranty/

Initial Business Response /* (1000, 5, 2015/09/04) */
Hello,
Thank you for contacting us regarding your issue
I want to apologize for the inconvenience we have caused
I have confirmed the check has been resent and you should be receiving it
Our refund amount is only for the
purchase price of the television and does not include the taxes or fees you paid on the unitAs per the warranty you are also responsible for the one way shipping of the defective unit and that is not reimbursed back
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not the least bit satisfied with the outcome leading up to this point in my opinion I don't understand why Westinghouse only refunded me a reimbursement check for the amount of dollars,, when in fact I paid dollars plus they had me pay for my own shipping charges when my month of use item went bad witch was an additional dollars to ship back there piece of junk, only to receive a refurbished piece of junk that had no functioning audioa second piece of garbage I had to deal withthe way I see it there still liable for $.it took well over a month period to collect from them , I had to endure various phone calls witch by the way there customer support is so so so unprofessional one would not hesitate to call it a jokefinal statement , I warn all you consumers out there , do not purchase your hard earned dollars to buy any Westinghouse television you will be very sorry you didthere customer support is a joke , there customer rep lies to you over the phonemy experience was so bad I will never ever buy a Westinghouse product as long as I liveTHEY ***

Hello-Westinghouse is not claiming that Mr*** damaged the unitIn fact, we believe he shipped it out in unbroken conditionHowever, by the time it arrived to our warehouse...damage had occurredThis is the reason why Mr*** must file the claim with the carrierWestinghouse did not damage his TV. We apologize for all the inconvenience and hope he can find a resolution with carrier. Best Regards,*** *** CS Manager

I am rejecting this response because:
I am still not happy with the resolution offeredI guess I have no choiceI will never buy from them again