TULSA, OKLAHOMA -- 27 March 2008, Mathis Brothers Furniture Store, Tulsa, Oklahoma, insisted we purchase a $200, 2-year extended in-home service/replacement warranty contract through them, on the SONY 46-in LCD TV purchased that day in their Tulsa store. That warranty contract was through Warrantech Direct, Bedford, Texas.
20 January 2010, SONY was notified the TV was defective. It was in and out of the Warrantech Direct repair shop in Tulsa, OK twice, and in the possession of Warrantech Direct since 03 February 2010. The repair shop had advised SONY and Warrantech Direct about 25 January 2010 that the problem was the display screen, but were told to “repair a ribbon”, and so they did, which led to further problems with the TV. This information came directly to us from the wife of the service technician - she being his office manager.
18 February 2010,the Customer Service Manager of the Mathis Brothers Store, Tulsa, OK, was advised by Warrantech Direct to replace the TV, at no cost to our family. As instructed by Warrantech & Mathis Brothers' Customer Service Manager, this same day we visited the Tulsa Mathis Brothers store and picked out a replacement TV – comparable value, features, etc.. Warrantech Direct approved our replacement TV selection and full payment to Mathis Brothers that evening.
19 February 2010, Warrantech telephoned stating arrangements had been made with the Customer Service Manager @ Mathis Brothers to deliver the new replacement TV to us sometime before close of business this day. Warrantech stated “We have taken care of everything, including payment of your new TV to Mathis Brothers". All you need do is pick-up your new TV today.” We informed Warrantech that our pick-up time would be 6:00 or just after, that evening. The Customer Service Manager from Mathis Brothers then called telling us we could pick-up our new TV “at any time before closing tonight” and we told him "between 6:00-6:30 P.M. this evening. A few minutes later, a Customer Service Rep from Mathis Brothers called telling us “your new TV has arrived here at the store and is ready for you to pick-up today.”
19 February 2010, 6:30 P.M. we arrived at the Tulsa, OK Mathis Brothers Store and were told via phone by the Customer Service Manager, through a female employee - only person working that evening in the Customer Service office, “Unless you bring the old TV to us by Saturday (next day), and sign a document stating you will pay me the cost of the new TV, you aren’t getting the new TV.” The Customer Service Manager refused to talk directly with us, or to answer my husband’s call to his cell phone. He also knew the old TV had been in the possession of Warrantech Direct since 03 February 2010, and that we no longer had access to that TV.
The defective TV was paid in full by us the day of its purchase, 27 March 2008, and per Warrantech's initiated conversation to our home the morning of 19 February 2010, they had approved and ordered full payment for the new replacement TV to Mathis Brothers, a fact the Customer Service Manager was well aware of.
We sought the help of a local TV station in Tulsa. Although they did eventually help us in receiving the new TV, Mathis Brothers increased their advertising dollars to that TV station. In return, the TV station refused to allow us to mention either Warrantech or Mathis Brothers during our taped interview which aired 28 April 2010. We believe this action by Mathis Brothers was their deliberate effort to keep both current and future customers from finding out about the problems we encountered with them.