Here is my ongoing saga of attempting to simply get my WDE HDTV I bought a year ago replaced after a vertical line appeared on screen, along with an extended warranty that was also purchased.



Hello Brian,

I do understand your frustration, and I apologize. Unfortunately, we
can only report to you the information which we are given, and until we
are given notice from our corporate office, now that the matter has been
escelated to them, we will not have any new information until they
respond. I do agree with you, you should have your television.
Generally, the time frame that I give for our RMA process is 7-10
business days, which you are obviously beyond. But again, we can only
report the information that we have in our system, and until that system
is updated, I will not have any new information to offer.


If you have any further questions, you may contact us through email, or
by calling us toll-free at 1-866-287-5555, between 9am and 9pm Eastern
Standard Time, Monday through Saturday. One of our technicians will
assist you.

-John L, Westinghouse Digital Support Staff


Original Message Follows:
------------------------
WDE,
So please answer this question for me, once a "technician has decided
to ship a replacement instead of repairing the tv", and then Im notified
to call back for a tracking # in 5-7 working days and there is no #
issued yet, and I'm told to check back in an additional 5-7 and there is
still no tracking # yet, then told to give my original tracking # from
the tv I shipped to you so you can have "status request" filed and call
back in yet another 5-7 working days to see what the "status request"
has reported. SO...what will be my result in this stage of the
"process" once I call back in the end of the 5-7 working days since the
"status request" had been originally filed? What I want to know, is that
the determination has been made by your technician on November 15th,
2008 to send a replacement unit to me, when am I going to receive it?
Brian Haas
RMA# 40013640CU
_____
From: Westinghouse Digital Support <[email protected]>
To: brian haas <[email protected]>
Sent: Wednesday, December 3, 2008 4:27:03 PM
Subject: Re: Re: Re: Westinghouse RMA Request - Reference# : 5059276234
(KMM420223V46522L0KM)
Hello Brian,
Thank you for your inquiry.
We apologize for any inconvenience in waiting for our response, but
below is what I can suggest to move forward.
I have just opened your case, and I am not seeing any new information
from the last time. I can see that there has been a status request
filed. But unfortunately, until they respond back, I cannot give you
any new information. I apologize for the delay and frustration.
If you have any further questions, you may contact us through email, or
by calling us toll-free at 1-866-287-5555, between 9am and 9pm Eastern
Standard Time, Monday through Saturday. One of our technicians will
assist you.
-John L, Westinghouse Digital Support Staff
Original Message Follows:
------------------------
I was wondering if you have a tracking # for the replacement unit that
is to ship out. Clearly it has been more than the 5-7 working days I
was told via phone on the 17th of November. I was told to call back or
check with WDE after 5 - 7 working days from the 17th and that you
should be able to give me a tracking # on the replacement unit
authorized as per the attachment. Surely this replacement unit should be
on its way by now!
Brian Haas
_____
From: Westinghouse Digital Support < [email protected]
<mailto:[email protected]> >
To: brian haas < [email protected] <mailto:[email protected]> >
Sent: Saturday, November 15, 2008 2:39:48 PM
Subject: Re: Re: Westinghouse RMA Request - Reference# : 5059276234
(KMM412394V84783L0KM)
Hello Brian,
Thank you for your inquiry.
We apologize for any inconvenience in waiting for our response.
I checked on your RMA in our system and I see that it was logged into
our system and the technician has decided to ship you a replacement
instead of repairing your TV. Though it has not entered processing yet,
which is the last step, it takes before shipping back to you.
If you have any further questions or if you would like further updates
at a later date, you may contact us through email, or by calling us
toll-free at 1-866-287-5555, between 9am and 9pm Eastern Standard Time,
Monday through Saturday. One of our technicians will assist you.
-John, Westinghouse Digital Support Staff

I've had to send in a 19" LCD TV for service since the HDMI port has stopped working and the sound has deteriorated to the point, it's almost inaudible in the six months I've had the TV. I wound up driving 50 miles to take it to a service center that was almost impossible to find, and now I'm told that getting parts for it will take over a month. I've called their customer support line and tried to move up the line to find someone who seems to actually care about their customers, but I haven't found one yet!

I live just outside of the third largest city in the country, and they have all of two service centers within driving distance and they can't seem to get parts in less than a month for anything. Their support line actually wanted to give me some web sites where I could search for the parts and then I was supposed to call the service center and tell them so they might get them quicker.

Totally unbelievable! They offer to replace it..., if I make the 100 mile round trip to pick up the TV, which is in pieces now, and then ship it at my expense to California and then wait for several weeks until they send me a 'refurbished' unit! I swear I'll never, never, ever buy anything that says Westinghouse on it again! I'm going to tell my experience to anyone who will listen and they may save a few bucks by not caring about this customer, but I'm going to cost them far more in sales than they could possible care.

I've found out the whole Westinghouse name seems to now be part of some Chinese or Korean conglomerate that just seems willing to cheat anyone they can out of their money by selling total crap and then not offering any customer support!

I'm going to do some more research and find out what the actual name of the company that owns the Westinghouse name is, and make sure I never, ever buy anything from that outfit again and I'll spread the word as far and wide as I can!