In April 2007 my wife and I decided we needed a new TV. We were using an RCA that I had before we moved in together as the main TV in the living room. There was nothing wrong with that TV but We wanted something bigger that was more conferable to watch from the couch. Pushing us was how much I had wanted an Xbox 360 and Gears of War.
We did our homework and found that BJ’s had a 42″ plasma TV for $999.99 and had Gears of War and a Xbox 360 elite as a bundle. We went down and looked at the TV and compared it to the others they had on display and decided that we would treat ourselves and get it and the Xbox 360 bundle.
We took it home and set it up and it was great the color was really sharp and clean. We had no complaints for the first 4 or 5 months. Around July or August we began to see a flash of purple when there would be rich deep blacks displayed. This wasn’t an every time thing so we really were not sure if we were making it up or it was really there.
Time goes on, we are busy with getting pregnant and holidays and everything. By the beginning of November there is definitely noticeable purple splotches and streaks when the TV is displaying deep blacks. I look up the warranty info and find out that I need to be dealing with Funi Corp, who can be reached at 1-800-968-3429.
The first phone call I made was on November 17th 2007. I was told that I needed to fax or mail proof of purchase and then could call back and schedule a box to be shipped to me. In that box I was to pack the TV and money order for $95.00.
I faxed the proof of purchase the next day and called back a few days later to schedule a box to be sent. I was told that the box would be here in 15 to 20 days. The box never showed up.
I called back in late January and told them I had yet to receive a box and they said that a new box would be shipped to me and if I had not received it in another 15 to 20 days to call back. That box never came.
It is now late February and I call back and this time change the shipping address to my parents house figuring that for whatever reason they were having problems getting it to my house. I was again told that the box would be shipped and to call back in 20 days if I didn’t get it. I didn’t get this box either.
Now we are in mid March. I call them and explain the entire situation again and this time I find out that they had only changed the street address and city but not the zip code. This is corrected and verified and I’m told yet another box would be sent and to call back if I didn’t get it in 20 days. Twenty days pass, no box shows up.
April 9th I call and yet again am find out that the zip code doesn’t match. This time they open an escalation to a supervisor and I’m told one more time that a box is being sent and to wait 20 days. I actually had a pen and paper handy so I wrote down the supervisor I spoke to “Chris” badge number 1174.
May 19th rolls around, no box, no calls, no “hey you didn’t get a box because we hate you!” mail. Nothing. I call and talk to “Mike” badge number 1790. Mike tells me he filed out a status check to see why I have yet to get a box He also said that a box will show up within 15 days. If no box comes to call back and speak to a supervisor.
Is anyone starting to see a pattern here?
June 12th I call and speak to Julio badge number 1961. He files yet another escalation and status check.
June 17th, By now I’m very annoyed. I just want this TV fixed. I filed a warranty request in November. Hello? 6 months ago? I call and this time I am in the car so I only wrote down badge numbers and didn’t get names. Badge number 1855, a woman, I explained everything to her from the beginning and ask for a supervisor. Badge number 1088, a man, I explained the whole thing from the top again to this guy. After lots of round about logic I am told that the only option I have left is to fill out yet another escalation and status check and wait for a box to show up. I ask to speak to someone else because that is crazy. How many times am I going to have to do the same thing and get the same result of no box? After being on hold for another 10 minutes or so I get on the phone with a brash man, badge number 1254 who starts off the conversation making it sound like somehow I am at fault for not getting a box. I am however given the option to go out and buy a box that will safely hold a 42″ tv. Once I have said box I am to call back and then schedule a pick up.
Normally I wouldn’t have a problem with this. However, I’m fairly sure that that $95.00 I’m sending with the TV is to cover the packing materials + shipping. I inquire if I can subtract the cost of the box and packing materials from that $95.00. I’m told that once I have the box to call back and we can discuss it, but only if they can find proof that I’ve been dealing with this sense November.
Wait, Lets pause for a minute to let that sink in. Yes, they want me to prove to them that I’ve been dealing with this sense November. Everyone I’ve spoken to has seen the original call date of November 17th except this guy? right? what?
As it stands now I have a Sylvania 6842THG that has purple streaks on it. I get to go buy a box and pack it myself, out of my pocket because Sylvania can’t get their shit together and mail me a box.
I really don’t understand how this kind of thing happens. Are they just so inept that they can’t manage to send a box?
I can honestly say that no matter what I’ll never be buying another product made by or that has anything to do with Sylvania. Maybe my 6842THG is the odd one that breaks, fine but I really didn’t expect this kind of customer service, if you can call it that.
