Westinghouse

I am rejecting this response because:
The screen was damaged due to manufacturer improper assembling the tvThe tv screen is held together with a screen bezel to the tv frame and under circumstances damage would boot occur, however the tv I recieved was assembled with the screen on the outside of the bezel by the manufacturer which is a defectThe screen cannot come out of the bezel under no amount of pressure or prying because of the way it is positioned on the screen but the company continuously claims it was due to physical damage even though it physically isn't possibly for the screen to come out like that under any possible scenario except for the manufacturer installing he screen and bezel wrongI have tv experts who will attest to this and will assist me in my lawsuit if this isn't resolved since it is clearly manufacturer defectNot physical damage, the crack in the screen they speak of is from their manufacturer when the screen was forced outside of the bezel during assembling it and they are using their own mistake and defect as justification for voiding warrantyEven though they assembled it wrong and cracked it yet still showed it out

G I am rejecting this response because:
I do not feel that this response is good enough and it does not solve my problem......I will gladly ship this tv back to them after they issue me a full refund and send me a pre paid shipping label..... -***

Hello my name is *** ***, I am the Supervisor in the Warranty Dept I will be more than happy to assist you with any questions or concerns you might have regarding Mrs***'s case.I apologize for all the inconvenience our customer has been through but it is in fact true that the
warranty policy requires the End User to ship the unit to our warehouse for Repair/Replace/RefundMrs*** initially contacted us 8/and we have been in constant communication with her since and we are simply following the guidelines and procedures to resolve her case. Please let me know if you have any other additional questions

Initial Business Response /* (1000, 7, 2016/03/14) */
Contact Name and Title: *** ***
I spoke to Mr*** on 3/11/and apologize for the inconvenience of having to ship the unit back us, even though the Manufacture Warranty states is a must do for our customersI offered he recycles the
unit and provides us with a recycling receiptOnce we obtain this receipt from Mr*** we are to move forward on his refundMr*** agreed and I am awaiting his recycling receipt
Initial Consumer Rebuttal /* (3000, 9, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I confirm that I received a call from *** *** on March 11, She did state that Westinghouse would process a refund upon receipt of a recycling receiptI verified with Ms*** via e-mail a list of acceptable places the television could be dropped offI dropped the television off at Goodwill on March 14, and that afternoon e-mailed a copy of the receipt to WestinghouseRather than inform me that the refund was being processed, I received an e-mail on the 15th stating
"We already received the picture of the Recycling Receipt that you sent This will be reviewed by our Support Team we will get back to you once the picture is validatedThank you"
The idea that a receipt from Goodwill, a place specifically listed as acceptable, requires some kind of lengthy validation process is bizarreI sent a return e-mail to Ms*** noting my concerns that this type of response comes across as nothing more than a delaying tactic
Rather than acknowledge my expressed concern, she doubled down, replying with:
"Thank you for understanding Don"t worry we will get back to you as soon as the recycling Receipt is validated"
It has now been a week, and I have yet to receive a response that the receipt has been "validated" and a refund is being processed
Final Consumer Response /* (4200, 20, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I believe Ms*** sincere and appreciate her apology on behalf of Westinghouse, my every interaction with other representatives of this company have been nothing but frustrating and upsettingBecause of that I am not comfortable accepting any response and closing this complaint until I have physically received the promised refund and it has cleared my account
Final Business Response /* (4000, 22, 2016/04/04) */
Hello,
we have submitted a full refund for you*** had emailed you on April 4th, to advise a statusChecks are processed and mailed out within a 3-week timeframe
We do appreciate your patience in this matter and I apologize for the inconvience our process has caused

I am rejecting this response because: It is an unreasonable request to have a customer ship a 50" TV across the country (from Minnesota to California) for $just to get and estimate of repair. The replacement or repair cost could very well cost the same as the shipping Since this obviously is not cost effective, I asked them for a local place that I can take the TV to get an estimate of repair and send it to them for review We bought the TV locally for $ This is not an unreasonable request for Westinghouse to do the right thing for a customers We are asking that Westinghouse reimburse the cost of the TV, less depreciation is acceptable. Thank You*** ***

I do apologize once again however, it is not the Agents responsibility to advise of the shipping of the replacement due to the Replacement being returned is not an option

I am rejecting this response because:
This is not acceptable for reasons. 1- I only have one television in my home, and this company expects me to not have it for 4-weeksI have young children, that enjoy watching the Disney station on the cable network that I pay monthly forSo I would be paying a cable bill for a month I don to have my tv (or have the product I paid for) 2- who is responsible for return shipping? I paid for a product that does not work and the company expects me to put more money out for a broken product!

Hello,Per the warranty policy for Westinghouse. Customer is responsible to ship the unit back to the warehouse. If we do have a replacement available we will than pay for shipping the replacement unit to the customer. We will go ahead and work with the customer and have the
customer recycle the unit and provide us with a receipt. Once we have the receipt we could proceed with the warranty.Thank you*** ***

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***

I am rejecting this response because:
As I’m understanding I am still going to be left without a tv for 4-6 weeks? Please clarify if I am incorrect on either option.

Dear Officer from Revdex.com,This letter is to confirm that we received your letter of Mr. [redacted]'s case and his case is being closed and resolved. We wanted to inform you that we have heard our customer’s concerns and can not cover the warranty for the customer due to the screen is...

damaged. Westinghouse TV warranty guideline state the following that damage to the Product resulting from acts of God, accident, misuse, abuse, negligence, commercial use (not consumer or personal use), alteration, or unauthorized repair of the Product is not covered by this warranty. This warranty is invalid if the factory-applied serial number has been altered or removed from the Product. This warranty does not cover damage due to: (i) improper installation, set-up adjustments, operation, or maintenance; (ii) power surges, connection to incorrect voltage, or combination with incompatible components or accessories; or, (iii) repairs attempted by anyone other than an authorized Westinghouse Electronics service facility. We are sorry that we about that the screen is damaged during the usage.Westinghouse Customer Support.

I am rejecting this response because: you produced a faulty television and I should not be held responsible forWestinghouse's mistake. As I mentioned it will cost almost as much as the television was for me to ship it back to your warehouse. How is this the making of a good business/consumer experience?

We sincerely apologize for the inconvenience you are experiencing with our product. I am the manager in the warranty dept. and your case was passed on to me. Unfortunately, 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 protection. Westinghouse Electronics is not responsible for damage to any Product that occurs during shipping. Westinghouse Electronics is not responsible for transportation costs of the defective unit to the service center, but will cover return shipping to the customer. Please call Westinghouse Electronics at ###-###-#### for the locations of the nearest Westinghouse Electronics service center. For Puerto Rico, please call ###-###-####.Best Regards,Patty Z

Hello my name is [redacted]
supervisor of the Warranty Dept. for Westinghouse and I will be more than happy
to assist with this case and any questions you might have. I 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]

Initial Business Response /* (1000, 5, 2016/03/14) */
Westinghouse Electronics' warranty states the following:
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 protection.
And can be found in the box with unit when purchased and also on the following link:
http://westinghouseelectronics.com/support/warranty/
We apologize for the inconvenience this may cause to our customers.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THIS IS A COST THAT A DISABLED SENIOR PERSON CAN NOT. THIS A MATTER OF BEING A RETURNING CUSTOMER AND INFORMING OTHER CUSTOMERS OF WITH GOOD CUSTOMER SERVICE. ONE GOOD DEED CAN LEAD TO MANY A GOOD WORD.

Estoy rechazando esta respuesta porque:
This is ridiculous..... Explain 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 whatsoever. The tv had to be taken out and droped, or damaged purposely to deny the guarantee. I have contacted the shipping company and they Will not even cover half of the value of the 3 month old tv, but since the box wasnt damaged their representative told me it's not likely to happen.

We sincerely apologizefor the inconvenience you are experiencing with our product. I am the manager inthe warranty dept. and your case was passed on to me. Unfortunately, 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 protection. Westinghouse Electronics is not responsible for damage to any Product that occurs during shipping. Westinghouse Electronics is not responsible for transportation costs of the defective unit to the service center, but will cover return shipping to the customer. Please call Westinghouse Electronics at ###-###-#### for the locations of the nearest Westinghouse Electronics service center. For 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.

Hello-My name is [redacted] and I the supervisor in the Warranty Dept. As sorry as I am to hear about Mrs. [redacted]'s unit failing...I have looked in my system and with all information on this Revdex.com case I was unable to find her. Please provide my a case number given by the agents, name on warranty...

case, proper address, Serial Number on TV or the correct phone number the initial call was made form so that I may find your case and re-assess if possible. All information below is not recorded in my system.[redacted] M [redacted] PO Box ** East [redacted] , NY [redacted]4Daytime Phone: ###-###-####E-mail: C_[redacted]@yahoo.comBest Regards,[redacted]

Initial Business Response /* (1000, 10, 2016/01/30) */
Hello,
the customer has been advised to provide us with their original sales receipt and photos of their television. The 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 television. Our refund amounts do not include the sales tax. The refund will process in 4-8 weeks.
Initial Consumer Rebuttal /* (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 /* (4000, 29, 2016/03/04) */
Hello,
thank you for providing the copy of the receipt. We have submitted your refund on March 1, 2016. It will take 4-8 weeks or less from that date to process the check. Thank you for your attention to this matter.
Final Consumer Response /* (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.

Hello my name is [redacted]
supervisor of the Warranty Dept. for Westinghouse and I will be more than happy
to assist with this case and any questions you might have. I 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 Lauren Earl 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]