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Magnavox Complaint - Gross incompetence by the "Contact Center" for Magnavox customers. - 26" HDTV
26" HDTV - Complaint
WASHINGTON -- Let me just say first I am not a difficult consumer to please, I am nearly 50 years old, and have never written a letter of complaint about anything to anyone... but here goes.
I own a Magnavox 26" HDTV with a built in CD player, it is little over a year old, although the CD player failed, that is not the issue here.
The power cord to the TV set was stolen during a burglary of a storage unit, since the TV was in a separate unit, it wasn't stolen, but at this point, it might as well have been.
I looked on the Magnavox website for a power cord, but the only likely item was called an "Adapt" but no photo to confirm what it was. I called the contact center, at 800-705-2000, and was on the phone for over an hour with the service rep, and he couldn't give me an answer either, and suggested I buy a new TV set to get a cord (Wholesale price $590+) I protested and he finally said "Tell you what, I will put in a request with our parts department." I said "Can I just call them directly?" He replied "No, but I can have them call you back within two weeks."
Two weeks pass, no call.
I call back, and get a different guy, after he corrects the spelling errors in my address, he finds a photo confirming the part I want is an "Adapt" or part # ES9007I, I ask whether it will be shipped UPS or USPS as I have PO box, he says "No problem, it will be UPS or Fedex", it will be there in 5-7 business days. I ask if I can at least get it in three days, and he says it is impossible... so I ask for his supervisor.
His supervisor not only refused to speed the shipping, he refused to give me contact info except for the Marietta GA snail mail address for Magnavox. I aske for his supervisor, and he said "I don't have one."
So.... two weeks pass.
No part.
I call them again, and they say "It was shipped DHL, here is the tracking number."
So I call DHL, they say "We couldn't find your home, so we gave it to the USPS, we will call you back after we trace it."
(Remember they don't have a PO box number for me)
Two hours later, they call to say that for some reason, the package was shipped to Pennsylvania somewhere, and delivered. (Lost)
They tell me to contact Magnavox.
So I call Magnavox, and say "Look, can you send the part UPS or Fedex and ship it 3 day... you at least owe me this at this point."
They once again rebuff me and tell me they will send another part, this time UPS for sure (once again, I am refused any contact info for anyone above this obviously lower level individual, when you aren't trusted to even authorize speedier shipping for customer satisfaction).
I get an e-mail confirming my order has been sent..... DHL again.
I call them back, and say "Look, we already know what is going to happen here, DHL will once again turn it over to the USPS, who can't deliver to my physical adress due to no mailbox."
They refuse to ship the part, as "We already have one order in progress, we can't ship another one until this one is confirmed lost or returned."
This is an insane amount of incompetence.
I ask to speak to the supervisor, and you guessed it, same answer... and I was told to go to the Magnavox website for the e-mail to complain.
Guess what?
"E-mail services are not available at this time, please call our contact center."
1)Where in the world do they find service reps this incompetent?
2)How sad is it when a supervisor is an empty suit who cannot be trusted with authority?
3)Are, in fact, these people failing to pass on my complaints to cover their own behinds?
Mind you, I don't want anything complicated, just a power cord, I just pray these folks are not in charge of supplying anything important for aircraft or space missions.
I own a Magnavox 26" HDTV with a built in CD player, it is little over a year old, although the CD player failed, that is not the issue here.
The power cord to the TV set was stolen during a burglary of a storage unit, since the TV was in a separate unit, it wasn't stolen, but at this point, it might as well have been.
I looked on the Magnavox website for a power cord, but the only likely item was called an "Adapt" but no photo to confirm what it was. I called the contact center, at 800-705-2000, and was on the phone for over an hour with the service rep, and he couldn't give me an answer either, and suggested I buy a new TV set to get a cord (Wholesale price $590+) I protested and he finally said "Tell you what, I will put in a request with our parts department." I said "Can I just call them directly?" He replied "No, but I can have them call you back within two weeks."
Two weeks pass, no call.
I call back, and get a different guy, after he corrects the spelling errors in my address, he finds a photo confirming the part I want is an "Adapt" or part # ES9007I, I ask whether it will be shipped UPS or USPS as I have PO box, he says "No problem, it will be UPS or Fedex", it will be there in 5-7 business days. I ask if I can at least get it in three days, and he says it is impossible... so I ask for his supervisor.
His supervisor not only refused to speed the shipping, he refused to give me contact info except for the Marietta GA snail mail address for Magnavox. I aske for his supervisor, and he said "I don't have one."
So.... two weeks pass.
No part.
I call them again, and they say "It was shipped DHL, here is the tracking number."
So I call DHL, they say "We couldn't find your home, so we gave it to the USPS, we will call you back after we trace it."
(Remember they don't have a PO box number for me)
Two hours later, they call to say that for some reason, the package was shipped to Pennsylvania somewhere, and delivered. (Lost)
They tell me to contact Magnavox.
So I call Magnavox, and say "Look, can you send the part UPS or Fedex and ship it 3 day... you at least owe me this at this point."
They once again rebuff me and tell me they will send another part, this time UPS for sure (once again, I am refused any contact info for anyone above this obviously lower level individual, when you aren't trusted to even authorize speedier shipping for customer satisfaction).
I get an e-mail confirming my order has been sent..... DHL again.
I call them back, and say "Look, we already know what is going to happen here, DHL will once again turn it over to the USPS, who can't deliver to my physical adress due to no mailbox."
They refuse to ship the part, as "We already have one order in progress, we can't ship another one until this one is confirmed lost or returned."
This is an insane amount of incompetence.
I ask to speak to the supervisor, and you guessed it, same answer... and I was told to go to the Magnavox website for the e-mail to complain.
Guess what?
"E-mail services are not available at this time, please call our contact center."
1)Where in the world do they find service reps this incompetent?
2)How sad is it when a supervisor is an empty suit who cannot be trusted with authority?
3)Are, in fact, these people failing to pass on my complaints to cover their own behinds?
Mind you, I don't want anything complicated, just a power cord, I just pray these folks are not in charge of supplying anything important for aircraft or space missions.
Comments:
Posted by lobo65 on 2008-05-16:
Try looking for one on Ebay. I've found replacement power cords for my mp3 players dirt cheap on that site.
Posted by GenuineNerd on 2008-05-17:
Magnavox is not the same company it once was. Philips no longer makes Magnavox products. Funai now owns the company, and Magnavox TV's are probably one and all the same as the Emerson and Sylvania TV's that Funai also manufactures. Maybe you can take the TV to an independent repair shop, and they can use a cord from a junk TV to replace the one that was stolen. Also, Magnavox was once a reputable brand that was once carried by highly respected furniture and department stores...now their pruducts are made a lot cheaper, and sold at places like Wal-Mart. And Funai customer service is difficult to deal with. Earlier this year, I mailed a defective Magnavox DVD player to Funai for a repair or replacement. I could not return it to Wal-Mart because it was 9 months old. Except for one letter asking for contact information, I haven't heard from Funai since. It was a cheap $30 DVD player, but it's the principle that matters. And another Magnavox DVD player (that I bought for a friend) went back to Wal-Mart the same day because the drawer wouldn't open-right after I took the DVD player out of the box and installed it. Since Funai took over, I wouldn't trust any of their electronics products.
Posted by Latigo on 2008-07-19:
Regarding the statement "Philips no longer makes Magnavox products. Funai now owns the company, and Magnavox TV's are probably one and all the same as the Emerson and Sylvania TV's that Funai also manufactures.", I would have to question this based on my understanding that the Funai/Philips North American marketing agreement does not go into effect until Sept. 2008 and under the agreement Funai will merely begin marketing TVs manufactured by Philips.
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