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Westinghouse: It Never Ends

(If you're just tuning in, long story short: I bought a Westinghouse L2410NM monitor November 2007, it broke March 2008, I sent it to Westinghouse (paying for shipping myself), they sent it back to the wrong address and didn't tell me about it for 2 months, I filed a BBB complaint, they didn't respond to that for another couple of months, and seven months and 30+ phone calls later, I still don't have my monitor back.)

My last post about Westinghouse's horrendous customer service and never-ending RMA process was titled "Westinghouse: Finally getting somewhere?". The answer to that is sadly "no".

I got a flurry of phone calls and emails from Westinghouse's corporate office, attempting to settle my BBB complaint. On September 12th, Westinghouse finally responded to the BBB, saying:

Company states, replacement unit shipped 09/10/08

Good news! I was looking forward to posting an end to this horror story.

However, today is September 24th, and guess what? No monitor. I contacted Westinghouse last week, asking for a UPS tracking number so I'd know when to expect my monitor. However, after being promised a phone call last Thursday that never came, and then sending an email Friday which was never answered, and then waiting three more days for good measure, it appears I'm once again being given the runaround.

So today I sent this email to my contact at Westinghouse:

Do you have access to Google? Please search for "westinghouse rma" and look at the top result. I believe it will be my website. I've been carefully documenting all of my adventures with Westinghouse for the past seven(!) months. On my website, many other people have related their own similarly terrible experiences being kept in the dark for months by your customer service departments.

You promised me a phone call on Sept 18th to provide me with a tracking number for my replacement monitor, but I never heard from you. I also never received a reply to the email I sent you since then.

The BBB was informed that a replacement monitor shipped on the 10th. If that was the case, I probably should've had it in my hands by now, given that it's been two weeks. Has it actually even been shipped? I suspect not. I feel as though I'm once again being given the runaround while nothing is done to resolve this issue. Please understand my frustration.

If I don't have a UPS tracking number by Friday, I'm filing a complaint with the FTC and the California Attorney General. They have a very easy-to-use form for filing complaints here: https://www.ftccomplaintassistant.gov/ and here: http://ag.ca.gov/contact/complaint_form.php?cmplt=CL

My website only has a couple thousand readers, but I'm also going to cross-post my story to every online tech news aggregate I can think of (e.g. http://reddit.com and http://digg.com), which translates to tens of thousands more potential readers. The story I would like to tell is "Westinghouse finally sent me my monitor after seven months", but I'll tell it either way.

I look forward to hearing from you, --Brian

Look for this story on Reddit and Digg on Friday if I don't hear anything.

UPDATE: Well, I got a reply already. That was fast.

Your Fed Ex tracking number is 772xxxxxxxxxxx, you can track the package at www.fedex.com/tracking to see the progress of your shipment. Please keep mind that there was a delay at our warehouse and your unit is going to ship tonight.

Just a little two-week delay, I guess those things happen. Hopefully if/when it shows up, the monitor actually works. I've burned through seven months of my warranty and somehow I doubt Westinghouse will courteously extend it for me if this monitor fails too.

(Read the whole crappy story of Westinghouse's dishonesty and horrible customer service: The beginning, Update 1, Update 2, Update 3, Update 4, Update 5, Update 6, Update 7, Update 8, Update 9, VICTORY, aftermath.)

September 24, 2008 @ 6:40 AM PDT
Cateogory: Hardware

11 Comments

Bleys Maynard
Quoth Bleys Maynard on September 24, 2008 @ 10:29 AM PDT

I've also sent a few dozen people to this story when they were looking for "deals." Most of my buddies go with LG anyways though.

Brian
Quoth Brian on September 24, 2008 @ 10:43 AM PDT

Yes, the moral of this story is you get what you pay for. Never buy the cheapest brand of anything. There's a reason why it's so cheap.

bob
Quoth bob on September 25, 2008 @ 5:07 PM PDT

So I would be all like "Give me my monitor or I'm coming to get it" and then they would all be like "whatever" and then I'd go to their HQ and go all ninja on their asses. The big boss would be all like "here take it, take it. Just don't kill any more of us with your unique blend of jujitsu and karate that you obviously designed yourself" and then I'd say "Monitor this motherfucker" and kick his head off.

Brian
Quoth Brian on September 26, 2008 @ 2:35 AM PDT

If only I had my own unique blend of jujitsu and karate, my life would be a whole lot easier.

circuit breaker
Quoth circuit breaker on September 26, 2008 @ 6:34 PM PDT

I am so glad to hear you're getting your monitor.

I won't ever buy anything Westinghouse after this, that brand pisses me off just thinking about it.

Keep fighting the good fight brother!

Andy
Quoth Andy on September 27, 2008 @ 1:18 PM PDT

I sent messages to each of the addresses available at the Chi Mei Optoelectronics web site, the folks that I talked to most recently at Westinghouse were well aware of the copies that I had sent. I too am waiting for a TV to be shipped back to me. My saga has only been going on since July 3, 2008.

Question; if I get a refurbished (I have heard some of the units are beat up POS?s) can I reject at the door or do I have to go through the RMA Nightmare agian?

Filling out my BBB complaint in the AM.

Kyle
Quoth Kyle on October 03, 2008 @ 2:58 AM PDT

I have recently gone through this same type of Problem with Westinghouse. I bought a refurbished television that didn't work. I sent it back to get fixed through the warranty in June. It is now October and I still don't have my television. During this time I have moved to a different state and unfortunately due to the extended delay in Westinghouse's repair service they didn't have it ready in time and ended up shipping it to my old address. I called and told them my new address and it has been several months now that they have my television sitting in their wharehouse. Perhaps one day I will get my television back.

Jared
Quoth Jared on October 04, 2008 @ 3:55 AM PDT

Wow, I found this after talking to Westinghouse this morning. I have lost track how many times I have called. I thought it was only becuase I was in Canada that I was having this issue. I sent mine in on July 14 so I am only at about 2 and half monthes. After reading this I went the the BBB site and filled my complaint. The worst part about this is that my brother also bought the same TV because I suggested it to him.

Erik
Quoth Erik on October 08, 2008 @ 12:18 PM PDT

Hey All,

I have ANOTHER BAD story.

Recently, I sent back my 32" LCD TV for an RMA. Well I got the "new" refurbished TV in last week, and guess what it powers down after about 30 seconds! I am soo upset! Westinghouse did send me a pre-paid Fedex label for shipping the TV BACK AGAIN. Assuming that the TV will take another 6 weeks to get returned to me, maybe I can have another broken TV by Christmas :(

Westinghouse SUCKS!!! (Go with Sharp, Sony, or LG)

Epos
Quoth Epos on January 16, 2009 @ 12:35 AM PST

I also have had a terrible experience with Westinghouse, I gave up after several calls.

So glad that you are keeping at them. Keep it up! They really do suck, hmmm.. maybe I should register that domain name - Westinghousesucks.com :)

Finsterbaby
Quoth Finsterbaby on January 27, 2009 @ 1:45 AM PST

I am going through similar problems with Westinghouse for a 37" Monitor ( LVM-37w3se) I bought 2 months ago, which I bought from Buy.com, who 14 days after purchase, will have nothing to do with it. I have spoken to customer support as well an alleged "manager", the direct number to the outsource for the alleged "managers" is a company called , Micro Outsourcing,1-207-866-6079, they also refused to pay for the return shipping of my monitor to Texas to replace/repair it. I am now working my way up the corporate ladder, after buying it an having it fail to turn on only after 2 months, I refuse to pay shipping! I have also lodged complaints with the LA BBB, FTC and LA District Attorney's Office. Simply, it is the cost of the monitor, but more importantly it is the principle , of making and selling an electronic device and then not standing behind it, this is unacceptable!