This is the first email I sent to Mr. Dan Anderson @ Polaroid on January 19th.
Hello Mr. Anderson, My name is Corry Moore. My mother, Cynthia Robinson and I purchased a Polaroid 42" LCD TV last January 22nd. Since then we have had it repaired twice. Now, our TV is down again for a separate issue. When we turn on the set after a while the screen goes black. We can still hear sound, but have no picture. We then, have to turn the TV off and on again. After another minute, the screen goes black again. Well, I first called about the issue on January 10. Since then, I have had three different people promise me that they themselves were going to call me back, and two people tell me that someone else was going to call me back. I have yet to receive a call from Polaroid at all. I have had to call on every occasion. Then, after calling yet again, I demanded to speak to a manager. Josie assisted me and assured me that I would have an answer before I got off the phone with her. The result, yet another promise that someone will call me back tomorrow. I do not have the time to keep persisting. I feel like the ball was dropped on Polaroid's end. You guys should do the follow up, not me. My TV is not working at all as far as I'm concerned. Look, I know that it is not easy to just replace a TV. I just want you to know that it was not easy for me to spend all of my hard earned money on a TV either. I bought Polaroid because I thought that it was a reliable brand. I hope that I am not disappointed in the end. I hope that my money was not wasted. Thank you for your time. Corry Moore
This is my first complaint to the Better Business Bureau on 2/05/09
Description of Problem: "Hello Mr. Anderson, My name is Corry Moore. My mother, Cynthia Robinson and I purchased a Polaroid 42" LCD TV last January 22nd. Since then we have had it repaired twice. Now, our TV is down again for a separate issue. When we turn on the set after a while the screen goes black. We can still hear sound, but have no picture. We then, have to turn the TV off and on again. After another minute, the screen goes black again. Well, I first called about the issue on January 10. Since then, I have had three different people promise me that they themselves were going to call me back, and two people tell me that someone else was going to call me back. I have yet to receive a call from Polaroid at all. I have had to call on every occasion. Then, after calling yet again, I demanded to speak to a manager. Josie assisted me and assured me that I would have an answer before I got off the phone with her. The result, yet another promise that someone will call me back tomorrow. I do not have the time to keep persisting. I feel like the ball was dropped on Polaroid's end. You guys should do the follow up, not me. My TV is not working at all as far as I'm concerned. Look, I know that it is not easy to just replace a TV. I just want you to know that it was not easy for me to spend all of my hard earned money on a TV either. I bought Polaroid because I thought that it was a reliable brand. I hope that I am not disappointed in the end. I hope that my money was not wasted. Thank you for your time."
This is the exact email that I sent to Polaroid. Mr. Anderson replied that someone would call me. Illiana called me twice and I was not able to respond. I was able to call her a couple of days later. That was last week. I have been leaving her message after message. They are going to replace the TV. But, it is going to take a month for them to get us another TV. And we have to find our own box for ours. It is just a huge inconvenience! I have not had one good customer service experience with Polaroid yet. Please Help!
Settlement Sought: My TV is not going to be here for another month because the model that we have is not in stock. I think that they should give me a better TV, one that is in stock.
Here is a copy of the response from Mr. Anderson on January 20th.
Hi, I do apologize for the issue with your TV. I have contacted the management at this customer support center to contact you as soon as they can. Thank You!
Illiana finally called me back from an Unknown # and said that she had been trying to reach me. Which is a lie. They have 2 #'s listed for me: mine, and my boyfriend's. They didn't try to call either one.
Here is my 2nd complaint to the BBB on 2/10/09.
After I contacted the better business bureau about my situation. Illiana, and another lady called me back, Valerie. Anyways, I called Valerie back and she was not in. The gentleman I spoke with said that he could help me. He said that Polaroid would send me a replacement TV and I could use that box to ship my TV back in. I asked if it was going to be a new TV. He said that it would be a refurbished TV because the one I have is not being made anymore. I told him that the company should get me a better TV that is in stock. He replied that Polaroid only has 32" TVs, so I would have to down grade. He also told me that there would only be a 3 month warrenty on the replacement. After I got off the phone with him I decided to do a little research. I found this website (http://usashameboard.com/complaints/polaroid). It has hundreds of complaints about Polaroid products and customer service. I got it easy. Some of those other people have gone through alot with Polaroid. After I saw that website, (I don't know how else to explain it), I felt raped and helpless. I now have no faith in Polaroid. Anyways, the latest news: Illiana called me today and let me know that Polaroid will not be able to send me a TV first. I have to send my TV and wait for the replacement. Yeah, Right! Not after what I read. They cannot have my TV until I get a replacement. I really don't understand how they can get away with this. Thank you for your time. Corry Moore
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