My dad is getting screwed over and over: Someone please give me some advice - Calgarypuck Forums - The Unofficial Calgary Flames Fan Community

MissKat · 09-02-2006, 04:11 PM

I NEED TO HELP PUT A STOP TO THIS! This has gone way beyond ridiculous. You tell me what you think about this all, and what "you" would do if you were in my dads situation. Right now, he is about to just give up altogether.

About 2 months ago, he bought a high end projector for work (NEC brand). Yes it costed him quite a bit, but he didnt regret spending all those pennies on it. A month later, there was something wrong with the lens so he had to send it out to get fixed. He calls NEC up just to confirm on how to go about the warranty repair process so that he doesnt run into any problems. Well, gee was he ever in for a surprise. NEC's turnaround time is quick, and since this was a business line product it was express service so about a 2-3 days turnaround time (from when they receive it to when they send it back).

The projector goes out for the first time. He had to pay for shipping since it wasnt covered by the manu. Since he uses it for presentations for work and wanted to get it over with he shipped it overnight. The last thing he was expecting was to have to ship it back over and over and over again!

A week later, he gets back his projector. He opens it up, thinking it was fixed and was happy. But to his surprise, NEC never even bothered fixing it! The exact same problem was there! So as anyone would be, he was irrate. He calls them up again and asks to speak with the manager/supervisor and he was able to get in touch with the main person in charge who controls what comes in. He made them well aware of the problem and said that he wants it fixed FORSURE the 2nd time around.

He then ships it back to them the same day, they receive it overnight once again. During this second time of having to send it in, the person that he was talking to about this issue was keeping in very good contact with him, on an everyday basis or so. She would return calls quickly, etc.

Another week has passes, he receives his projector again. He opens it up, was so happy and says "hey its finally fixed!" But then as he was running it that night, the thing automatically shuts down. He tried powering it back up, bam its off again, and again. So by this time, hes wondering "WTF?"

He was so upset, even I felt bad for not knowing what to do at this point. Its now been twice hes had to send it in. On the second time, they actually did manage to fix the lens (which they failed on the first time), but they basically sent it back with another problem as a result of them not "fully" checking it for testing before sending it back! He never had this problem ever before.

So he calls the place again, and tries to get in touch with the person hes been dealing with one on one all this time. However, she is now on vacation and is away for the week, but they couldnt tell exactly when she was back. He had no idea of this, until the next day when he had to ask the receptionist about her. No mention in her voicemail saying shes away, I mean cmon that is just good business practice to do so is it not?

Otherwise how will any of her clients know shes away? So he gets in touch with whomever was filling in for her, and my dad basically went over the same old story with this dude as he with first lady. now my dad already knew that their warranty policy was that "if they cannot fix it, they give you a replacement" which is basically a refurbished one. My dad is not big on refurb stuff, but he had no choice. He just wanted one without problems to put an end to all this! Guy says he will make sure it is fixed this time and fully tested before its sent back or else replaced.

Another week has passed, and he just received it back for the third time last Tues. Opens it up, notices how it says on the notice that its been replaced with a refurbished one. Next day, bam the lens again! So, here he stands right now...after the third time of having to send it in and a total of 3.5 weeks wasted with turnaround time and shipping back and fourth. And he gained absolutely nothing from it! Nothing but a defective product in his hands right now!

So what should he do?

Now the easiest solution I know that people will say is get rid of it and buy another one. Well, not that easy considering he would lose a lot of money on it, and hes barely even used it. Heck, its spent more time being in repair than in his office!

He just wants a fully functional one, and technically since its under warranty it should all be all covered.

And just as I was about to post this, I found out as my aunt called, my grandpa passed away at the hospital just now.

So im off to the hospital right now with my mother. BRB later.

icarus · 09-02-2006, 07:36 PM

Condolences about your grandfather.

V · 09-02-2006, 09:08 PM

Maybe you should sell your phone and buy your dad another projector.

MissKat · 09-02-2006, 10:54 PM

Quote:

Originally Posted by icarus

Condolences about your grandfather.

thanks

Well, after what happened today, what I just wrote up in this post is totally outside now.

How times can just change so drastically just like that My life has changed forever....after today.

droopydrew19 · 09-02-2006, 11:51 PM

Sorry for your loss

As for the projecter, I would say your father has done due dillience. Did he pay for it on his credit card? Credit card companies have protection for fraud and one would argue that he has a fraudulent product.

Other than that I would threaten to take them to small claims court. Especially after they sent it back after not even looking at it.

BlackArcher101 · 09-03-2006, 01:13 AM

What is the problem with the lens?

Hate to say this, but you have ruled out user error?

Superflyer · 09-03-2006, 10:00 AM

Quote:

Originally Posted by droopydrew19

Sorry for your loss

As for the projecter, I would say your father has done due dillience. Did he pay for it on his credit card? Credit card companies have protection for fraud and one would argue that he has a fraudulent product.

Other than that I would threaten to take them to small claims court. Especially after they sent it back after not even looking at it.

I would definatly look at the small claims court. Also the next time that he is talking with NEC get him to mention that he was talking to lots of AV companies and that they were conserned(sp) about what is going on. If there is one thing that large companies hate it is bad publicity, and especially directly to their customers.

Also I am very sad to hear about you Grandfather.

MissKat · 09-03-2006, 09:41 PM

Quote:

Originally Posted by BlackArcher101

What is the problem with the lens?

Hate to say this, but you have ruled out user error?

Its forsure not user error. THe lens keeps causing the picture to flicker and makes this wierd noise.

MissKat · 09-03-2006, 09:43 PM

Quote:

Originally Posted by Superflyer

I would definatly look at the small claims court. Also the next time that he is talking with NEC get him to mention that he was talking to lots of AV companies and that they were conserned(sp) about what is going on. If there is one thing that large companies hate it is bad publicity, and especially directly to their customers.

Also I am very sad to hear about you Grandfather.

Thanks.

And just to add, small claims court is not worth the trouble especially with what went on yesterday. Also to the other poster who mentioned getting a refund. My dad would love this, but its not possible as its been 2 months since bought. Heck, he couldnt even get the company to pay for shipping TO them, how is he going to get his refund? Plus he didnt buy it from NEC directly, but a reseller.

NSFL · 09-03-2006, 10:05 PM

I say go back to the reseller and see if there's anything they can suggest. There's a chance that they might be come up with something if it means a customer that might come back in the future. I work retail and for us customer service is really important so we try our best to help our customers. And our access to companies sometimes is more influencial than just one person going to ask them for help alone. Does that make sense?

MissKat · 09-04-2006, 02:16 AM

Quote:

Originally Posted by NSFL

I say go back to the reseller and see if there's anything they can suggest. There's a chance that they might be come up with something if it means a customer that might come back in the future. I work retail and for us customer service is really important so we try our best to help our customers. And our access to companies sometimes is more influencial than just one person going to ask them for help alone. Does that make sense?

According to them, there is nothing they can do...not even cover shipping there, which is complete bull

Either way, my dad is going to have to send it in for the fourth time Tues - what a joke. 4 times sending a product in, is that even heard of?

NSFL · 09-04-2006, 10:17 AM

Quote:

Originally Posted by MissKat

According to them, there is nothing they can do...not even cover shipping there, which is complete bull

Either way, my dad is going to have to send it in for the fourth time Tues - what a joke. 4 times sending a product in, is that even heard of?

Dang, that really sucks. I can't believe something could actually cause this many problems.

MissKat · 09-04-2006, 06:02 PM

Quote:

Originally Posted by NSFL

Dang, that really sucks. I can't believe something could actually cause this many problems.

You telling me

Lets just cross our fingers that this 4th time is the last one and that crap company will be the last to be ever heard of for my dad. But then again, he was hoping for this after the 2nd time sending it in

Its NOT the product, (the product is fine), its the CRAP people who are working there, failing to FULLY test their stuff to make sure its in 100% working order before sending it back. But geez, no wonder why their turnaround time is 2-3 days, because they send you garbage back.

mykalberta · 09-05-2006, 08:42 AM

Are you sure the one they sent was refurbished, my buddy had an experience with NEC once when he had to warranty his projector and they sent one back that said refurbished, only problem is that he had recorded the Serial Number of the old one and it was the same as the "refurbished" one.

After that NEC sent him a discont coupon for 80% of the price of the old one. He didnt want to have to deal with small claims court because of all the BS involved.

NEC used to be very respectable, they are quickley becoming the Acer of the industry.

MYK

zztim81 · 09-05-2006, 10:30 AM

we have two NEC projectors in our office, one hard wired to the board room and a second mobile one that i use in workshops and field days. the mobile one was dropped right after we got it and didnt work right, the Keystone wouldnt adjust, so we send it in and they replace with a brand new projector..

i really like their product quality and havent had any complaints about the customer service, so it sucks that your having these problems.

MissKat · 09-05-2006, 12:19 PM

Quote:

Originally Posted by mykalberta

Are you sure the one they sent was refurbished, my buddy had an experience with NEC once when he had to warranty his projector and they sent one back that said refurbished, only problem is that he had recorded the Serial Number of the old one and it was the same as the "refurbished" one.

After that NEC sent him a discont coupon for 80% of the price of the old one. He didnt want to have to deal with small claims court because of all the BS involved.

NEC used to be very respectable, they are quickley becoming the Acer of the industry.

MYK

Yes refurb. my dad even said on the repair notice they send back to him.

NEC is a joke of a company, seriously. Im now dealing with all this for my dad, and I just got off the phone with the supervisor at NEC and he knows whats going on since he talked with my dad prior to the 3rd time sending it in.

My dad basically said he demands a BRAND NEW REPLACEMENT and will not settle for anything less. No questions asked. And if this decision is to be approved its NEC themselves for calling the big shots.

Personally if you ask me, there shouldnt even be any hesistation for them to accept it (heck they should be offering it), but obviously they havent been taking this issue serious enough. And no way can they just expect my dad to send it in for the 4th bloody time and be told "it will be fixed and sent back" kinda crap again.

So the supervisor said they are getting in contact with their repair depot (god knows why) over this issue. Frankly, this is going to delay the shipping for another day or so, as most likely wont be able to hear back from them till late today. NEC just step up to the plate and approve for a new replacement. I frankly, dont see how that is so difficult and really at this stage of the game if they value their customers enough they will do it no questions asked. I dont care if its not a part of their warranty policy, and neither was having to send back stuff 4 straight times! If companies value their business enough they will and SHOULD go out of their way to make their customers happy! And if they lose money by giving my dad a new one, so what! And whos that to blame?

I think Im being fairly reasonable with this am I not?

If he calls back and says they cant do it, what should I say? THrow me some ideas? I was pretty calm with them on the phone this morning (my dad too), so should I blow up in thier face if they refuse to give my dad a new one?

MolsonInBothHands · 09-05-2006, 03:32 PM

Better Business Bureau?

MissKat · 09-05-2006, 04:27 PM

Quote:

Originally Posted by MolsonInBothHands

Better Business Bureau?

Useless.

Anyways, just so im prepared when the guy calls back and Im expect the worst - what should I say if he says he cannot give a new one? Do I stay calm or do I blow up in his face? I need some ideas on what to say so im well prepared, cmon peoples