We purchased a 20" flat screen TV from Sears Grand, Rancho Cucamonga, CA on 11/29/08. We did not purchase the extended warranty, because the TV was only $199. The TV quit working at the end of May and we tried to return it to Sears Grand - they told us without the extended warranty, we had to get it repaired. On 5/29/09, Sears service came to our home & "supposedly" repaired it. The day after, it quit working again! On 6/1/09, we took it to the Sears repair center in Montclair, CA and it was there until we picked it up on 6/20/09. We took it to the electronics dept. To try it out, and it was doing the same thing as before. White horizontal lines on top and 1/2 picture on the bottom. We asked to return it there and the manager said no, we had to take it back to where we bought it.
We took it back to Sears Grand the same day and got the electronics manager (Brandt). He said we could not return or replace it, it had to go through Sylvania because we didn't have the extended warranty. We contacted Sylvania the same day and they told us to take it to their repair center in our area, which was PVS Electronics in Ontario, CA. We took it to them on 7/2/09 and had to pay $50 for them just to open it & assess the repairs. On 7/24/09 - they told us the panel was bad and were replacing the TV.
On 7/27/09, we called Sylvania customer support and they said they were replacing the TV and to go pick up the bad TV from PVS Electronics and call the warranty dept. Back. On 8/4/09, we called (Rick) at Sylvania & told him we picked up the bad TV from PVS and asked for instructions. We asked for a refund and he said no, but they would replace it.
On 8/10/09 (today) - the warranty dept. (Nick) said they were sending a box to put the old TV in and we needed to send it to another repair place in Torrance, CA to get fixed. They were not fixing the TV and not giving us a refund after all. We told him this was ridiculous and just want our money back. He said no, I can't do that. So we told him we were reporting them to RIP OFFs.com - he said to do what we needed to do.
There has been no resolution whatsoever to fix the TV or refund our money. We have been back and forth since May and out a television. We have done everything we've been asked to do, including paying $50 that we shouldn't have had to pay since it was a defect in manufacturing. Plus we're encountering rude people in customer service. At this point, we would really just like our money back and not have to deal with another television - whether it be through Sylvania or Sears Grand. It should not have taken so long to settle this.
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