(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.)