I purchased a Samsung HC-P43663W Projection Television, Serial # 31EXA01392T, Model HCP4363WX/XAC from the Sears Store, Quinte Mall, Belleville, Ontario on November, 06, 2005.
We purchased this Projection Television because of all the extras we got with it:
1. Easy-to-use remote control
2. Easy-to-use on screen menu system
3. Automatic timer to turn the TV on and off
4. Adjustable picture and sound settings that can be stored in the TV's memory
5. Automatic channel tuning for up to 181 channels
6. A special filter to reduce or eliminate reception problems
7. Fine tuning control for the sharpest picture possible
8. A built-in multi-channel sound decoder for the stereo and bilingual listening
9. Built-in, dual channel speakers
10. Picture-in-Picture capability that lets you watch two channels at once
11. Component Video Input jacks to obtain a sharper image from external sources
12. Self Focus
13. Digital Inputs Digital Visual Interface High Definition Multimedia Interface
14. DTS digital output for the DTS-enhanced DVD's
15. Playback MP3, WMA, MPG files from CD-ROM
Those were reasons that are listed in the book that came with the TV. Now we are going to give you our own personal reasons for purchasing this TV:
1. We saved $700.00 from the full purchase price because it was used as for a Demo in the Perfume Dept. for 1 month.
2. We did not have to purchase a Surround Sound System because it came with one already built in. With 5 speakers.
3. We did not have to purchase a DVD Player because it had one already built in.
4. We did not have to purchase a Stand for it, as it already has one. (See insert picture).
5. Purchase from Sears because of their great warrantee and guaranteed service. Knowing that from the past dealings with, that we could count on Sears.
Now here we go:
September 22, 2008 My wife called the Sears customer service line, 1 800 469 4663 because the speaker on the right side was not working and we needed a service call on the TV. They set up a service call for September 24, 2008 between 8:00am and 5:00pm.
September 23, 2008 Received a telephone call from Sears as a reminder that someone will be there on September 24, 2008 between 8:00am and 5:00pm
September 24, 2008 Received a telephone call in the morning from the Service Tech Phil, saying he would be there between 9:00am and 12:00noon.
He arrived, checked the TV out and said he would have to get a new board for the speakers and that he would come back with it and do the service call.
September 25, 2008 Received a telephone call from the Service Tech Phil, saying he could not find a board for that TV, that the manufacturer does not make them anymore and I would be receiving a call from customer service as to what to do next.
September 26, 2008 Received a telephone call from Sears Customer Service Representative Tammy and she explained that they could not fix it and that Sears has a Buy Out policy and if she could forward this problem to them and then they would get back too me. I said okay, but wasn't too happy. I then asked how the Buy Out policy was derived. She said it was a formula based on a television life expectancy lasting up to 7 years.
October 01, 2008 Received a telephone call from Sears Customer Service and talked to a Sherry. She said that policy entitles her to let me know that Sears is giving me a Buy Out of $857.15 towards the purchase of a new TV from Sears. I will have to give back the broken one. She said I have 30 days in which to give her an answer as to what I intend to do. 1 800 214 6751
October 02, 2008 Drafted a letter explaining my dilemma and looking for a response, addressed to Sears Canada Inc., National Customer Service Centre, c/o President's Office, 500 College St. East, Belleville, ON, K8N 5L3, and mailed it on October 03, 2008.
October 17, 2008 With no response yet, I gave Sears Customer Service a telephone call. 1 888 473 2772 and talked to a Kerry. She asked what it was about; I told her that I had sent a letter and that I have had no response. She informed me that they did receive the letter and that they phoned me on October 14, 2008. I told her that I did not receive a call from Sears and that I was out and that my 16 year old daughter was home sick from school that day. I asked what was being done about it and she informed me that the Buy Out policy was my best result. I then asked to have my TV fixed. She said that she can't fix it because they don't make the parts anymore. I then asked her if my guarantee meant anything, too which she responded, that she was sorry and that they don't make the parts anymore. I asked to speak to the president's office and she informed me that they don't have an office their anymore. I then asked for the President's office new address and she gave it too me.
I have some concerns about Sears customer service warrantee and guarantee that we purchased to protect us against having to purchase a New TV every time something goes wrong with it.
Sears is saying that they will reimburse me $857.15 gift certificate to go towards the purchase of a new TV from Sears.
So I did a little research.
Purchase a new TV from Sears. I have taken the liberty of looking on the Sears Website and looked at Samsung TV's to replace the broken one. I would need the TV, a Home Theatre System and a stand to put it on, again to replace exactly what I have with the broken one that you can't fix and that I have purchased an extended warrantee for.
These are what I found on your website and tried to find a TV that matches, unfortunately I could not find a Samsung 42 1080p
Samsung 40 Full HD 1080p
LCD TV (LN40A650) Priced at $2199.99
Samsung Full HD 1080p 46
LCD TV (LN46A530) and a 1000-watt single Disc Home Theatre system (HTTWZ312) - Priced at $2499.98 on sale for $1799.98 until October 5, 2008
Tech Craft Stand @ 42 50 TV Stand (BW2512513) Priced at $399.99
1000-watt Disc Home Theatre System (HTTWZ312) Priced at $499.99
If I was to purchase the TV, Stand and Home Theatre separately it would cost:
TV 2199.99
Home Theatre 499.99
Stand 399.99
Sub Total 3099.97
Less Buy Out Policy 857.15
Sub Total 2242.82
Tax 14% 313.99
Total 2556.81
If I was to purchase the TV combined with the Home Theatre plus the Stand it would cost:
TV - Home Theatre 2499.98
Stand 399.99
Sub Total 2899.97
Less Buy Out Policy 857.15
Sub Total 2042.82
Tax 14% 285.99
Total 2328.81
Would you mind explaining to me please, how I am ending up paying for a warrantee, guarantee on my TV anywhere from $2328.81 to $2556.81 to replace what I have now.
I have had problems with Sears in the past and wouldn't you know it has been on 2 out of 3 major purchases (Home Central Air System, a Projection TV and a Fridge) that I have purchased from Sears in the last 3 years. I just can't wait until my fridge goes kaput!
Now, I can either keep the broken TV, go out and purchase a good 1000-watt Home Theatre System from Wal-Mart for $349.99 or I can purchase from Sears with my Buy Out certificate to put against another TV with a Home Theatre and a Stand and on top of it, sell me an extended warrantee that is no good for over $2328.81.
We purchased from Sears with the long time understanding that as long as we purchased an extended warrantee, we would never have to purchase another TV for quite a while.
Summary and Questions:
1. Why did I purchased an extended warrantee that says Sears will replace any parts and provide service for that 3 year period.
2. It would cost me over 2328.81 to replace what I have now and that is including the deduction of the 857.15.
3. If your Buy Out policy is calculated over a 7 year period, then why wouldn't you stock parts for my TV for that period of time, knowing that they would not be making it anymore.
4. If I purchase a product and an extended warrantee, and they no longer make the product after a year of purchasing it, then if I was making deferred payments on that specific item for 3 years; that I would not have to make any more payments on it, because it is no longer being made. Boy you would be all over me like White on Rice. But in legal terms, you have made what is known as a Precedent (look it up)
5. What would make you think that I would use a certificate that is only good for purchases at Sears, when this has happened!!
6. If I am not mistaken, an extended warrantee, guarantee has legal bindings in a Small Claims Court setting.
7. I would like either the TV fixed (as to warrantee) or replaced with 42 TV, Stand and Home Theatre
Both my parents have worked for Sears in the past. I have been raised with Sears's products all around me. When I was on my own and married with children, having to make purchases for my home, it was very difficult financially to afford Sears products because I could shop around and find products comparable for a much lesser price. But my parents persisted in pushing me towards Sears for they have the greatest Service and warranty of any other company. So I did save up and go the Sears way. Now I have 3 siblings on there own with family of there own and my wife and I were pushing Sears at them all the time when they had to make purchases for there home.
The respect for Sears has been lost and I bet you that I am not the only one out there whom has lost the respect for Sears's products and service either.
With the competitive retail market, the way it is and the Giant Competitors you are faced with, trying to edge you out of the market, I sure hope you have a back up marketing plan, because from where I sit now, those other competitors are gaining.
You must be able to appreciate where I am coming from. You might want to try telling me why I should continue to purchase from Sears in the Future, because from where I sit, it sure doesn't look good. I look forward to your response.
A Very Discouraged Consumer
Don
Frankford, Ontario
Canada
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