My very first bad experience with Ultimate Electronics came earlier this year after I had waited on my rebate check and it never came. At that time I used their website to find out about my rebate status. I recieved the response that they didn't have anything on file for it.
At that point I emailed their customer service to inform them that I had sent my rebate in along with all the other things they required. I recieved a response saying that they had never recieved it and they were sorry, but couldn't do anything since this was the case.
I was pretty upset because I felt that there could have been more done. They could have sent me a $40 gift card and I would have been pacified, but they didn't. At that point I vowed to never purchase anything from them again.
Well, my brother had bought me a camcorder from there a couple of years ago and had bought the extended warranty. My camcorder started to give me problems and I took it in to be serviced. I got it back a couple of weeks later as promised.
However, when I got it home it was still doing the exact same thing that I had taken it in for. I called the service center and talked to the technician, he had a couple of suggestions that didn't work and then told me I would need to bring it back in.
I took the camcorder back at which time they told me that their computer system was down and they couldn't take any work orders. I was upset, but didn't make a fuss.
I returned the following week and their computer system was still down, but this time they took my work order. They told me they would call me in a couple of weeks.
About six weeks went by and I still had not heard from them. Halloween was coming up and I had wanted to have my camcorder ready. I called them and a woman in the service center said that the technician was going to work on it, but it wouldn't be ready until the monday after Halloween. I still didn't make a huge fuss, but did ask if they had some type of a loaner program. She said that they didn't but they did have something that I could get approved by the store manager to purchase another camcorder and then return it for a full refund when mine was ready. That was out of the question because there was no way I could afford that.
So two more weeks passed and I still hadn't received a phone call. I called again and the same girl told me that the technician would have to check on the status of my camcorder and she would call me by the end of the day.
I then called customer service to complain. The girl there was nice and listened. She said that she would make a few calls and call me back. I never received either phone call.
I called back this morning and left a message with the girl in customer service. I received a phone call about 30 minutes later from someone else telling me that my camcorder is being shipped back to the store and should be in the store no later than Friday evening.
I know that I will be getting my camcorder back... Finally, but I still feel cheated and ripped off. I have missed video taping my daughter's 1st day of dance class, Halloween, and her birthday. These are days that I can never get back and I feel that, once again, they could have done more, but didn't.
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