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If you’re looking at an electronics sale that seems too good to be true, it probably is.  Let’s rewind and go through my timeline of my TV purchase and dealing with customer service.

 

February 3, 2018

I found a RCA 60” 4K Ultra HD TV (RTU6049) for sale at Staples for $499.  With taxes to my door it was $535.47 delivered on February 6, 2018.

February 6, 2018

It was a fantastic price and I set the TV up right away.  It filled the entertainment unit so much nicer than the 48” we had in there before.

Fast forward 2 months…The TV picture starts to randomly go out with the sound still going.  If you turned the TV off and back on the picture would be there for a few seconds before it would go out again.

April 8th, 2018

I contact the warranty company and they start a case file for me.  The Warranty company for RCA is a company called Curtis International Ltd (also the warranty company for Sylvania and Proscan).  They send me an email asking me to email them with some information and pictures.  I sent the email to Curtis International customer service with all the required information and documentation within an hour.

April 12, 2018

I send a follow up email since I did not get any response or form of communication back.

April 23, 2018

Another follow up email. No response.  In between this time we have called as well and spoke to them asking what is going on with no answers.

April 23, 2018

My wife contacted Staples to ask for their assistance in dealing with this warranty company because we were getting nothing out of them.  The customer service representative at staples reached out to her contact at Curtis International and she said that Curtis International said they reached out to us and was waiting for our information.  I responded to her forwarding my email to them on April 8th.

April 24, 2018

Our Staples representative emails saying that she reached out to her contact at Curtis International again and they will be in touch.  We get the same email from Curtis International that they sent me on April 8 asking for the information that I provided to them on April 8.  I told them I provided all that already and forwarded my email from April 8.  They responded with a Service Center for us to take the TV to.  Finally it felt like we were getting somewhere.  The same day I take the TV to the Service Center and drop it off.

May 7, 2018

I called the Service Center asking when the TV will be fixed.  They tell me the TV panel needs repair and the TV needs to be shipped to Curtis International.  They tell me they are waiting for a box to ship the TV in.

May 8, 2018

I email Curtis International again with my displeasure for the delay and asked them to escalate the process cc’ing the Staples rep.  The Staples representative responds and refunds us $50 for the delay.  No response from Curtis International.

May 14, 2018

I get a call from Curtis International saying they can’t fix the TV and it is discontinued so they can’t send me a new one.  They offer to send a different 60″ TV to me and I agree.

May 15, 2018

I get an email from Curtis International telling me that they will be sending me a refund cheque.  They tell me that it will be 3-6 weeks for the cheque.  At this point I’m not sure if they are sending me a TV or a cheque.

June 7, 2018

I get a refund cheque in the mail for $472.47.  I have no idea where they got this number as the Invoice I sent to them had the amount I paid on it as $535.47.  This is $63 short of what I paid.  I emailed them asking them about this.

June 8, 2018

I email the Staples rep asking for her Curtis International contact persons information as they shorted us on the cheque.

June 12, 2018

Staples rep replies and says she can’t give out their information but she has reached out to them again about the wrong cheque amount.

June 14, 2018

The Staples rep tells us she talked to Curtis International and that they typed in the amount incorrectly and that we will receive a cheque for the difference.

August 8, 2018

I follow up with the Staples representative after waiting 8 weeks for the cheque.

August 9, 2018

Staples representative reaches out to Curtis International again.

August 19, 2018

I reach out to Staples again asking for an update.

August 27, 2018

My wife emails Staples again thanking them for their assistance because without them we would have had 0 communication with Curtis International.

August 28, 2018

The Staples rep emails us saying she has reached out again to Curtis International and let them know we are still waiting on the cheque for the difference.

September 12, 2018

I email Curtis International and cc’d Staples again letting them know we are still waiting for our $63 cheque which they said they were sending out June 14.

September 13, 2018

The Staples rep responds to me saying she has refunded me $63 on my credit card.  She apologizes for the delay and trouble.  I responded and thanked her again.  Without the Staples representative we would have gotten no where and probably just been without a TV and without our money.  This Staples representative went above and beyond and provided us with money that Curtis International owed us!

Moral of the story:

  1. Don’t ever buy a RCA, Sylvania or ProScan product.  Unless you want to gamble with that money.  Gambling might be more beneficial and less stressful.
  2. Staples customer service went above and beyond because they sold us the TV from a crap manufacturer

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