Complaint Review: Thomson Inc. - Marietta Georgia

As a consumer of RCA products for many years, I find that a situation has arisen for which no one is willing to discuss a solution.

In June 2006, I purchased a 32" Digital SDTV from Best Buy. In January 2007, while the product was still under warranty and less than a year, the power component no longer worked. Contacting Best Buy produced no solution to this problem and they washed their hands of the situation. It was then determined via a work order from an authorized repair shop in Royal Palm Beach named TVCR that a part was required (#2684238) which was unfortunately, no longer available! I could not understand why a new television of less than a year old would have had this problem to begin with much less not be repairable due to unavailable required parts. This repair actually was not covered in full by the warranty but rather cost me over $200 out of pocket.

The solution at that point was a new television which was sent to me from the manufacturer. I am convinced that this was not, in fact, a NEW product but rather a refurbished one. Happily, this unit worked for a while until several months ago, when again, the same problem arose and there was no longer any power and the same part is now required.

I again called the repair shop in Royal Palm Beach and was told that there was nothing that could be done with this television. The problem was the same part and it was required but was still not available. I then contacted Thomson directly. The representative, Josh, inferred over the phone that this was not an unusual problem but would not do anything about it. I requested to speak with the Manager of Consumer Relations, Vincent, from Thomson. He is saying that another work order was needed to be generated to produce this verified information, even though I would again be asked to pay $125 for the work order.

It hardly seems logical to pay another $125 for a work order when the part is no longer available, not to mention that there has already been quite a substantial investment for repair work to date.

I had previously FAXed all the paperwork to verify this history so at this conversation, both Josh and Vincent had the verified information in hand. The last telephone conversation produced nothing that would be acceptable to rectify the problem. A two year old television that cannot be repaired and is now requiring yet another work order and yet another investment of $125 without a guarantee of a solution of any sort, is not something I am willing to do. No one would give me any options. I even requested that the television be examined by a qualified repair shop which would produce the work order but not at my own expense. Perhaps Thomson is prepared to pick up the television and produce the work order independently. These offers were rejected.

I don't know any consumer who would invest this kind of cost for a television after the unit had been replaced once for a faulty and unavailable part within the first year and which now is manifesting itself with the same symptoms, especially when the representative on the phone will not give me any indication that once this work order is provided, that a replacement or a refund would be forthcoming. People do not purchase big investment items with the anticipation of needing to replace them within a short period of time, especially in today's economy.

RCA was a reputable, long standing name brand that has provided service and products to the public for many years with an outstanding reputation. It is certainly apparent to me now, that the company is not standing behind its products and they are selling inferior televisions to the public which are no good beyond the original warranty period and you are even not willing to assist in the solution process. This is deplorable and unacceptable and will force a more "demanding" look at the problem if something is not offered which is to my satisfaction as a consumer. This is not the route I wish to take but will not hesitate unless I hear something to reinforce my confidence in this company.

*The previous letter was sent to Thomson and got no response. Now, should anyone care to prepare a Class Action Suit, I am more than willing to participate and assist in the recovery of my own damages as well as any damages incurred by anyone else who feels they have been unjustly treated.

Stuart

Boca Raton, Florida, Florida

U.S.A.

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