Hello,
My name is Nickey XXXXX. (LAST NAME REDACTED) I purchased a 20 inch Emerson television for my son for Christmas at Wal-mart on 12-22.
The TV was working properly until about 3 weeks ago. I called the Emerson customer service number that was on the back of the TV 1800-256-2487. I spoke with a young lady who informed me that I would have to pay for parts and services to have my TV fixed. She was very short and rude. I asked her several questions which she did not answer properly so I asked to speak with a supervisor. She informed me that there was not a supervisor available and she refused to transfer the call. I hung up and called again and the person that I spoke to told me that he was a supervisor. I explained to him what happened on the last call. He stated that the person that I spoke to did not note my account so he could not determine who helped me. I gave him a description of what she sounded like and he new who I was talking about. I gave him the information that she had given me and he told me that I was given the incorrect information. He told me that once we were finished he would go over the correct information with her so that would have the correct information to give her. He told me that the picture tube had went out and that the TV was under a 2 year warranty. He stated that it would be too expensive to fix the TV so they would just give me a new unit. He told me to fax a copy of the receipt to 310-320-0571 attention Fernando and I would receive call within 2-3 days to instruct me where to send my TV. I was told that once Fernando received a copy of my receipt and my old unit they would mail me a new unit. The next day 6-22 I faxed a copy of my receipt to the above fax number at 7:22 am CST and I received confirmation that the fax was received. I have yet to here from Fernando or anyone else at Emerson or Funai.
I called today 6/30 at 2:21 CST and asked to speak with a manager. Sean came on the line. I explained to him my situation and he begin to tell me that Fernando was not in the office and that they were short handed in that department. I asked for another supervisor and Sean became very short, curt, very rude. He told me that there was not another supervisor in the office. He began to over talk me and finish my sentences. He told me that I was mad and that was the reason that I was calling. I told him that I was not mad that I was very frustrated at the way that I was being treated. I also told him that I could not believe that he was a customer service manager and he treated the customers so rudely. He told me " The company knows him and his work and that is why he was the customer service manager". He would not transfer me not nor would he help me with the issue. I asked again what his name was and he told me that it was Billy. I said to him I thought your name was Sean? He told me " If you knew what my name was Sean then why did you ask for my name again!" I hung up in his face because I was not getting any where and I did not want to say anything unprofessional. Sean had pushed me to that point!
I called a second number 1-800-242-7158 and was able to get an address 19900 Van Ness Avenue Torrance CA 90501. (This address comes up on-line but it does not pull up on the Better Business Bureau's system.) I also was able to get a managers Louis Guerra name but was told that he was not in the office today. I asked if this was the call center that the customer service manager "Sean" was in and was told yes. I asked if there was another manager on duty and was told yes. I then asked to speak with him. I was transferred to my friend Sean AGAIN who asked " How can I help You NOW? I asked again to speak with another manager besides him and again I was told that there was no one available. I told him that the other young man told me that there was another manager on duty and he replied that I was misinformed. I told him that he was very rude and hung up.
On December 22 I spent 79.78 on a TV for my son for a Christmas present and 6 months later the unit is not working properly. I cannot afford to buy another TV. I did not spend a lot of money but I paid for a TV with my hard earned money and I have been treated unfairly. I have NEVER bought any thing from Emerson until December and I will NEVER buy from Emerson again. This is the WORST customer service call center EVER!!! I want is for the TV to be replaced and a formal apology from the company.
The address Information is
FUNAI CORPORATION, INC.
19900 Van Ness Ave
Torrance, CA 90501
1800-256-2487
1-800-242-7158
Fax number 310-320-0571
Model number EWF2006
I do have the original copy of my receipt.
Thanks
Nickey
Spring, Texas
U.S.A.
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