On Feb 18 I bought a big screen LCD TV from Rex in Odessa Texas from Randy Driggars the manager of the store. The TV was a Vivid-tech which I had never heard of, but the picture quality was excellent and I really liked the height of the screen. Mr. Driggars asked if we wanted the 36 month In-House extended service plan for an extra $300. I questioned him about it because I dont live in Odessa Texas and wanted to know what the in-house part was.
He repeatedly told and assured me that if anything happened to the TV in the 3 year period, anything at all short of willful or accidental destruction of the TV it would be taken care of. He said someone would come to my house within 24 hours and repair or replace it if it couldnt be repaired. I understood that I was to get a replacement TV if they had to take mine to the shop. So I paid the man for the TV and extended service plan. They loaded it in my truck and we were on our way. We had an over all good experience.
On Jan 10 the TV went out. No big deal I thought since I spent the extra 300 for an extended warranty. I called and spoke to several different folks but no one wanted to send anyone over to pick up the TV. They said I had to bring it in, and they would send it in and it would take X-amount of time to be looked at. I asked about a replacement and they said they didnt have another one and had stopped carrying them because it was hard to get anyone to work on them. I was a little upset by this time.
I wound up taking the TV in to them. I was very angry on the way over there so I called a friend that lives in Odessa to meet me at the Rex store to kind of witness what was happening because I thought I was getting screwed.
Rex wound up replacing the broken TV with a 56 Toshiba DLP that was comparable in price with what was paid for the Vivid-tech. I was still unhappy about having to transport the TVs back and forth after paying for an in-house service plan, but was OK with getting the replacement TV. I also asked about the extended service plan. I wanted to know if it was going to carry over to the new TV. Apparently if I hadnt asked, it wouldnt have. The guy at the register had to go ask some one then make phone calls to find out. They finally decided to transfer it over to the new TV. I was then assured that if anything happened to this TV, a situation like this would NOT happen again.
This brings us to Feb. 11. The Toshiba went out. I called REX; they told me I had to bring it in. I explained all the above mentioned stuff. They said it didnt matter I still had to bring it in because they didnt come to Andrews. I asked to speak to the manager, and was promptly told that he wasnt in. I asked to speak to the managers boss; I was told he was on vacation. I asked to speak to the supervisor over the managers boss. I was told they didnt know who that was. I was getting upset by this time and decided to end the call.
The next day I called the store in another town near by. I explained what was going on, and got the name of Walter Partlow the regional VP or something. That evening, after calling the Odessa store again, I loaded the TV up and headed to the store. About way there I received a call saying they had decided to send someone to my house to pick up the TV and take it to the repair shop. As I was already on the way I said no I would be there shortly and requested that a manager be on sight. There was no manager at the store. The second assistant manager was there, and he called Walter Partlow. Mr. Partlow said he would look into it. I got no satisfaction from my conversation with him.
I did get to speak with Mr. Driggars on Feb. 22. He basically said I was a liar. He said he would never have told a customer what he told me. The thing is; my wife was with me when I bought the original TV and the extended service plan, and knows what was said and went on. And a friend of mine was there when I got the Toshiba as a replacement and was lied to again.
I have a reputation of being honest, sometimes brutally honest, and HATE with every cell in my body being called a liar. So be sure to read every word and ask questions when purchasing any kind of warranty. And even other Rex stores in the Permian Basin area, even say the Odessa store has a lot of problems.
In summary: Dont do business with the Rex store in Odessa Texas managed by Randy Driggars unless you want to be lied to and are ready to be handed a load of crap when something goes wrong.
I will post any updates, positive or negitive, to this report.
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