Westinghouse

Initial Business Response /* (1000, 5, 2016/07/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX
Hello my name is [redacted] and I am the CS Supervisor. I do apologize for the inconvenience this unit has caused our valued customer.
Unfortunately the warranty guidelines call for...

the unit to be sent to us at customer's expense. However, we will gladly make an exception and request from customer to recycle or donate unit.
I will contact Mrs. [redacted] today and advise of this decision in hopes to resolve this case for the better.

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 [redacted]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]

My name is [redacted] and I am the manager in the warranty dept. I will be happy to assist with answering any questions to this case. We have working with Mrs. [redacted] in hopes we can find a resolution. Unfortunately, she has not provided us with a valid receipt and this is simply one of...

Westinghouse's warranty policies. We have explained to Mrs. [redacted] that the POP must show the item, price, date of purchase and store. She 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 warranty. Best Regards,[redacted]

Initial Business Response /* (1000, 5, 2016/05/06) */
Hello my name is [redacted] and I am the CS Supervisor int he warranty dept. for Westinghouse. All
though I do understand the frustration and the inconvenience this customer is going through, the
warranty process and procedures are on the...

warranty card that comes with the unit at time of purchase.
Mr. [redacted] initial contact to us was on Mar. 26th which we replied immediately with instructions as to what to do next. April 05 we see there has been no activity in Mr. [redacted]'s case and we proceed to email him his case will be considered resolved if we have no response in 5 days. He then replied and we had a bit of back and forth emails about getting the clear pics for his case. We apologized for the inconvenience again and gave him instructions on how to ship TV back to us if he would still like to continue with warranty.
As I mentioned above, we are following warranty procedures that the customers are given in warranty
card at time of purchase. Please see copy:
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.
I apologize once more about this and hope the customer can find the means to ship this unit to us so that we may resolve his case.

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 o be...

repaired or replaced. We do apologize for the inconvenience and are looking forward to assisting [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 truly sorry but under Westinghouse Warranty policies and stated in the Warranty card...consumer is responsible for 1 way shipping.

Initial Business Response /* (1000, 8, 2016/02/02) */
on 2/02/16 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 expense. Once we receive the scanned view of receipt we will move forward with his refund. I 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.

Initial Business Response /* (1000, 8, 2016/05/06) */
Hello my name is [redacted] and I am the CS Supervisor int he warranty dept. for Westinghouse. All though I do understand the frustration and the inconvenience this customer is going through, the warranty process and procedures are on the...

warranty card that comes with the unit at time of purchase.
Mr. [redacted]'s initial contact to us was on Feb 17th which we replied immediately with instructions as to what to do next. April 12 we see there has been no activity in Mr. [redacted]'s case and we proceed to email him his case will be considered resolved if we have no response in 5 days. He then replied to that and was abrasive in his email (using bad language). We apologized for the inconvenience again and gave him instructions on how to ship TV back to us if he would still like to continue with warranty.
As I mentioned above, we are following warranty procedures that the customers are given in warranty card at time of purchase. Please see copy:
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.
I apologize once more about this and hope the customer can find the means to ship this unit to us so that we may resolve his case.
Initial Consumer Rebuttal /* (3000, 10, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This problem is still not resolved. Again, while the customer is responsible for paying the $400 shipping fee, that amount is 80% of the original pricing I paid for it. Again, why would I pay that amount just to send it to the warehouse? Westinghouse should be responsible for the payment back to the warehouse. This is just crazy and absurd. I will never be satisfied with the way this cheap company handles these type of requests. Pay for the [redacted] shipping!
Final Business Response /* (4000, 12, 2016/05/19) */
On May 12th I myself replied to this customer with the following:
My sincerest apologies for all the inconvenience this unit has caused you. After reassessing your case, we can as a courtesy waive you shipping this unit to us.
What I do require from you, in order to proceed with the warranty and in order to provide you with a refund is for you to please recycle the unit and provide us with a recycling receipt. You may take it to any recycling center near you or you may even donate it to a Good Will or a Thrift Store. Which ever you choose to do just as long as they provide you with some type of receipt (showing Brand, TV size and model), submit that receipt to us via this email thread.
Your refund will be the purchase price of your unit (minus the taxes) shown on your receipt. Refunds take from 3-5 weeks from the day we confirm the recycling receipt.
Please let me know if you have any questions.
[redacted]
CS Supervisor

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

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 house. It will cost me at the minimum $100 to ship back and according to others who have similar complaints with Westinghouse it was costing them $200 or so.

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]