Magnavox Complaint - Poor Product Performance
RHODE ISLAND -- Phillips Electronics North America Corporation
Consumer Complaint Division
1251 Avenue Of The Americ, New York, NY 10020
Dear Consumer Complaint Division:
RE: Model 32MD251D/37
My husband purchased a Phillips Magnavox flat screen 32" LCD TV with DVD player from Sam's Club on January 29,2007 for the amount of $838.40. The DVD player would give us problems ejecting and then stopped working altogether with a DVD stuck inside. Magnavox referred us to a repair shop, Elwin Electronics, where we could carry in our TV to be repaired. The TV was brought in on Feb. 21,2007 and I was told it would be approximately one week to repair. I called one week later to check on status. The repair shop had ordered a DVD assembly kit on 2/26/07 and was waiting for it to be delivered. I called the following week to check on status of repair and was told that did not resolve the issue and that a DVD player had been ordered on 3/5/07 and they were awaiting the arrival of that part. I called the following week to check in and they still had not received that part. I spent over 2 hrs. making phone calls to Magnavox and the repair center to get the any information regarding the part to this TV and what recourse I had. Magnavox informed me that the DVD player is on back order and there was no estimated wait time on this part and a refund was NOT an option. They forwarded my case to another department and contacted me that they would only replace my product with one of the same and that the replacement TV would be sent to the repair shop within 10-14 days and I could pick it up there. Today 4/4/07 I went to the repair shop, picked up my new replacement TV, brought it home set it up and tried to watch a DVD. 15 minutes into the movie the DVD player froze and will not eject the DVD. I immediately called Magnavox and am back to square one lugging my TV back to the repair shop. This is 6 weeks now that I've been dealing with this and have been without my brand new TV.
I would like a full refund or the option to have another model TV and DVD player, but as separate units, along with a 90 day warranty.
I look forward to your reply and immediate resoulution to this issue. A copy of this letter has been forwarded to Magnavox at P.O. Box 671539, Marietta, Ga. 30006-0026 via complaint form at planet feedback.com. I thank you in advance for your attention to this matter.