My husband purchased an RCA/Thomson Lyra MP3 player on January 26 in preparation for his second deployment to Iraq. He purchased this from the Navy Exchange for $169.99. He brought it home and removed it from its packaging. It did not work. He attempted to return it to the store and was told because it was out of its packaging he would have to deal with the manufacturer. He emailed back and forth with customer service several times in attempt to fix the problem and they told him to return it to the company.
He mailed it the day before he left for Iraq on February 14. They recieved it on February 17th. I called for the first time on March 15th and was on hold 45 minutes. I was then told they had "problems with hundreds of these" and they would take a few more weeks to repair ours.
I called again on March 30, more runaround. Called numerous times in April and the hold times increased (longest hold time was an HOUR! 37 minutes!) was told many, many different things. I was told by a supervisor towards the end of April that I needed to fax a copy of my reciept (I paid $6 for this) to their accounting dept. And it would take 2 BUSINESS weeks to process that they had recieved my receipt then another 8-10 business weeks to send out my receipt.
I called again in May and their number had been changed. I called the number given in the phone recording, waited on hold for 47 minutes then was told I had called the wrong department. I was asked why didn't I call the accounting department? When I replied that that number had been disconnected I was told he would call the accounting department and they would call me back in no more than thirty minutes.
Can you guess what happened? That's right, no callback. I called the next day and spoke with a very sarcastic man named Louis who refused to give mr their mailing address so I could file a complaint and refused to let me speak with his supervisor. He said she was in a meeting. I would find this believable if I hadn't been told every time I asked for a supervisor (except once) that they were in a meeting. Louis told me that he saw my case was in the resolution dept. And I would be recieving a check soon for $141. I said "no, I paid $169.99" Louis said "Oh well thats with tax" I said "no, we didn't pay tax on it as this was bought on Base" he then said "oh you bought the music plus plan" I said "no we didn't as you can see on the receipt' His last guess was "that is our authorized buy back cost" I told him that was unacceptable.
I again asked for the mailing address and he said very sarcastically" if you get a lawyer he can get you that but I'm not giving it to you" I lastly spoke with his supervisor Farima, on Friday. She stated that she saw that the check had been cut for $141. On the 24th of May and I should get it by June 7. I restated I had paid $169.99 and I just wanted her company to do the right thing. She stated she would call me back on Monday (Memorial Day) Guess what? You guessed it. No Call.
I will never ever purchase another RCA/Thomson ever again in the long life I have ahead of me and I encourage everyone I talk to to boycott them as well. They ought to be ashamed of themselves screwing over a military man serving his country!
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