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Magnavox Informative - Poor Customer Service By Philips Magnavox Service Contract Dept. - Magnavox LCD TV
Magnavox LCD TV
My Magnavox LCD TV is just two years old, purchased from Circuit City. I have an extended service contract (In Home-Full Service, Parts & Labor -- Minor Adustment to Full Replacement) with Philips Magnavox consequent to a mail solicitation from their Service Contract Department when the original one year warranty expired.
The TV has built-in left and right hand speakers. When one of the speakers started having a sound distortion I called the 800-number listed in the contract. I didn't ask but assume this is at the SCD main office.
I explained the problem to the female service technician. She asked me if the speaker was "blown." I replied that I didn't know what a blown speaker was and gave her a fuller description of the sound distortion. She said that, yes, that is a blown speaker and it is not covered under the warranty. I turned the contract over and read the exclusions and pointed out that a blown speaker was not one of them. She put me on hold for several minutes while she conferred with a supervisor. Coming back on line she advised that the supervisor confirmed that a blown speaker was not covered.
I then asked to speak to the supervisor. I was put on hold again and after about ten or fifteen minutes the connection was abruptly broken. The call had taken about 30 minutes in total.
Instead of calling back I called a local Magnavox service center in Marietta, Ga. He immediately pulled up my information based on the contract number and told me someone would call me back to set up a service call. I am delighted to say that within two days the TV has been repaired (loose speaker mounting screws)following a five minute phone call.
However, I find it incredible that Magnavox allows such incompetence at the main Service Contract Dept. even though the local service here in Marietta is absolutely outstanding.
The TV has built-in left and right hand speakers. When one of the speakers started having a sound distortion I called the 800-number listed in the contract. I didn't ask but assume this is at the SCD main office.
I explained the problem to the female service technician. She asked me if the speaker was "blown." I replied that I didn't know what a blown speaker was and gave her a fuller description of the sound distortion. She said that, yes, that is a blown speaker and it is not covered under the warranty. I turned the contract over and read the exclusions and pointed out that a blown speaker was not one of them. She put me on hold for several minutes while she conferred with a supervisor. Coming back on line she advised that the supervisor confirmed that a blown speaker was not covered.
I then asked to speak to the supervisor. I was put on hold again and after about ten or fifteen minutes the connection was abruptly broken. The call had taken about 30 minutes in total.
Instead of calling back I called a local Magnavox service center in Marietta, Ga. He immediately pulled up my information based on the contract number and told me someone would call me back to set up a service call. I am delighted to say that within two days the TV has been repaired (loose speaker mounting screws)following a five minute phone call.
However, I find it incredible that Magnavox allows such incompetence at the main Service Contract Dept. even though the local service here in Marietta is absolutely outstanding.
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