My wife and I purchased a 55 inch LED television approximately a month ago. We watched the unit for about 4 hours when the picture went out (only sound was working). We called and spoke to Mike G and filed a claim, reference # 709038. I then faxed the receipt to verify our purchase. The representative was very courteous and stated that a new unit would be shipped to us and that when it arrived we should ship the defective unit back in the new box (this is helpful since we no longer have the old box). At this time, the representative told us to expect the new unit in 2 weeks.
The new unit never arrived so we called to check on it. The representative stated that there was no tracking number available at that time.
2 weeks ago we received return shipping labels for the defective unit along with a letter from the warranty department. The letter also stated that when the new unit arrived, we should ship the defective unit back in the new box with the provided shipping labels. After not receiving the new unit, we called yesterday and spoke with a representative who stated that the defective unit would have to be sent back before a new unit was shipped because the rules had changed. I expressed my disappointment in paying for a television a month ago with nothing to show for it. I also explained the letter and questioned why I was being told something totally different from our written correspondence. I asked the representative how I would know when a television had shipped upon return of the defective unit. He advised that I would need to call and check. I told him that I felt like I was being brushed off, that this process had already gone on 2 weeks longer than expected, and that my customer service experience thus far had been suspect. I explained that I had no box to return the unit. The representative told me that there was nothing else he could do for me.
I called back and spoke to a different representative and explained the situation again. He placed me on hold and advised that my claim had been filed on 3-19, and that the rule had changed on 3-21. I told him I understood but was unable to ship the defective unit because of not having a box. I explained how unorganized this whole process appeared and that I desperately wished to remedy the situation because I still have no television after paying for it a month ago. He placed me on hold again and returned to take my email address. He stated that I would receive an email advising me how supervision wished to proceed. I still have no television, and no answers.
I am upset, angry, confused, and tired. I just want to get the television I paid for and resolve this issue. I have a defective unit that I can’t use and no way of knowing if I’ll ever have one that works. The money I paid for the television is quite an investment for me and I have looked forward to owning one of these for a long time. I would prefer that a new unit be quickly shipped to me so I can use the box to ship back the defective unit (like I was originally told and according to the written correspondence received by the warranty department). Can someone please help me with this, I am only asking for what I paid for. My past experience with Coby products has been a good one. I would hate to develop a negative opinion of Coby products and quality.
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