Fed up customer wants store to change 'faulty' TV

Saturday, November 21, 2009 11:04 AM

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Tell Claudienne

with Claudienne Edwards

Sunday, November 01, 2009

Dear Claudienne
In March 2008 I bought a Phillips 27-inch television set from Courts, Cross Roads, on a 10-month hire-purchase plan. The television was purchased by my friend in her name but I paid the installments. The warranty on the TV was for one year but I paid a fee for the warranty to be extended for two additional years.

Four months after I got the TV I started having problems. I phoned Courts and they sent a technician to check it. The technician said that nothing was wrong with it. However, whenever I turned the TV on I heard a sound (like a barber using his shears) and then it would trip out. It would come back on its own but there would be no picture. Later the picture would return but there would be no sound.

I called Courts on three occasions and the third time that I called a technician came and took it. He kept it for three days. When he returned it, he said that he noticed that some wires were disconnected inside the front of the set. He said that he reconnected them and it was OK. He returned the TV to me on a Wednesday and by the Friday the problems I'd noticed before reoccurred.

I eventually got fed up and on April 27, 2009 I took the TV to the company and asked them to change it. However, the company said there was nothing wrong with the TV so they could not change it. Since that time the TV has been at Courts as I decided that I did not want it.

I am totally fed up with this situation and would like them to change the TV.

Please see what you can find out for me.
LM

Dear LM
According to the Courts Charter Manager, their records show that the first time you made a complaint about the television was on November 25, 2008, when you said that it was making strange sounds. It was reprogrammed, the company said. On February 9 you again reported that it was tripping out and on that occasion the technician repaired the open circuit. On April 28 you complained that the volume was fluctuating and that you were hearing some unusual sounds from it. You also said that there were lines running accross the screen. The charter manager told Tell Claudienne that you requested a new television. She said that the technician tested the set for one week but found that nothing was wrong with it. You were advised that there was no justification for an exchange.

We note that Tell Claudienne made an appointment with Courts for you to see the charter manager and come to some agreement. We note that you went to see her on Wednesday and that at the meeting you agreed to have the television returned to your home.

We note that if you experience any further problems it has been agreed that you will call the technician for him to come to your house and see the problems you are experiencing with the TV.

The charter manager said that on the three occasions that you made complaints the technician has checked the TV and has up to now not been able to identify a problem. "He has worked on it only to give her peace of mind," the courts spokesman said.

The charter manager said that if you continue to have a problem and the warranty ends the company will not abandon you.

"At this point we would review the service requests and make a management decision as to whether she should get a new television or we should extend the warranty," she said.

In the meantime we also note that you have decided to keep a log of any more problems you have and that you will ask the technician to sign off on his service visits and his findings.
Good luck.

Have a problem with a store, utility, a company? Telephone 511-2436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@jamaicaobserver.com. Please include a contact phone number.With Claudienne Edwards

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