• Report: #599915

Complaint Review: BGH Electronics

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  • Submitted: Tue, May 04, 2010
  • Updated: Tue, May 04, 2010

  • Reported By: mark — fairfax Virginia United States of America
BGH Electronics
114 S Center St Cumberland, Maryland United States of America

BGH Electronics Lies, Lies, and more lies, followed up with a huge helping of rudeness. Cumberland, Maryland

*Author of original report: I spoke with the owner Bruce just now

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This company is the WORST i have ever seen. I am turning 40 this week and I have never EVER seen a company that is so rude, full of lies, and incompetence. I would stay as FAR AWAY from this company as you could possibly stay. Here is MY story and it is STILL not over yet.  I am going to report to BBB as well and ripoffreport.com

A little backstory first. I bought a 42 inch sylvania hdtv from Target back on July 29, 2009.  Sylvania provides a 90 day labor and 1 year parts warranty. Well, of course, my tv DIES in early November, just out of the 90 day window. Sylvania graciously grants me a reprieve and agrees to do the warranty for free, both parts and labor. I live in fairfax va and the local place was to do my warranty work but THEY actually tried to tell me to unplug it and let it sit and that it work again in 30 minutes and that once it was working they would not be able to detect what was wrong so they decided not to come out.


 Fast forward to April 2010. The TV finally died completely and when i told Sylvania the problem AGAIN they agreed to still even pay for everything 100 percent and honor the warranty even though it was now almost 8 months since date of purchase. They have actually been wonderful through the whole process. Because of the previous problem with the local guy in fairfax (Dumas Electronics on Draper Drive here) Sylvania decided to find me another service center to do the repair. WHAT A HUGE NIGHTMARE AND MISTAKE THAT WAS!! They contacted BGH electronics and they agreed to come and do the work to fix the tv EVEN though they were told that it was over 2 hours away. I live just outside of DC so they come down here at least once a week, usually on Saturday, to pick up more business in this area. It is actually 134 miles from my house to BGH.

 I was ENTITLED to free in-home repair service through Sylvania. When the tech showed up on a saturday 17 days ago, he proceeded to tell me that I was not eligible for in home repair. Of course Sylvania was closed. I could not contact them on saturday, so what could I do?? I gave them my TV. The service guy said that it would be repaired and that i would have it back by mid-week, but possibly saturday at the latest. Fair enough. I wait all week long and hear nothing.

 I called on Friday the 23rd of April and speak to Bob. Bob tells me that my power supply is bad and they ordererd a part. He said it should be here in a day or so. Ok, so no TV for Saturday the 24th, but you know, i figure maybe it takes time so  no worries. I call back on Monday the 26th and I leave a message. They are closed Monday. I asked for someone to please call back and let me know the status. I wait till half the day is over on Tuesday and again, no call back. Never have they called to tell me anything , not even that a part was ordered. When i finally call on Tuesday the 27th after no return call, Bob picks up the phone and said the tv was dead and the panel was broken, and then GET THIS...He proceeds to tell me that it has been this was for 7 days, and that he filed some sort of paperwork or email with Sylvania the previous Tuesday, which would have been a full 3 days BEFORE he said on Friday that he was waiting on a part. So again, i say , okay , i will call Sylvania and they should replace my TV. When i call them, they state, "we have no correspondence of any kind since you called us on April 16th" Nothing had been done AT ALL. So i put the 2 in touch with each other, they confirmed that the tv was dead and that i was set for a replacement.

Here is the kicker. If you want a replacement, you have to send in the old tv FIRST. Bob tells me he will send it in for me if i want, and then when I get Sylvania on the line, they tell me they spoke to him and that he is returning the tv and WILL NOT send it in. He tells me he will bring it on Saturday May 1st but again, will not tell me a time. Sylvania tells me that if i am willing to give them a credit card, that they will send me a new tv and set a time limit for how soon i have to get the old tv back from BGH or else i will be charged for the full value of the TV. I tell this to Bob on Tuesday April 26th, and then do a follow up call on Friday April 29th to confirm my tv is coming. He says my ticket is right here and it will be coming tomorrow. 

 Just so you know, i have 4 little kids and one car and there are a million other things i could do with a saturday besides sitting around waiting for a tv that should NEVER have left my place in the first place based on the service my warranty covered. In fact when i told Sylvania what the tech did in taking my tv, they said he was wrong and never should have taken it, or at least without running diagnostics (at which point it would have been discovered the panel was dead and i could have held on to the tv). Saturday May 1st comes and no one calls all day. I call the tech as i have his cell number from the time when he came the previous time. He does not answer. I leave him a message. He wont call back. I finally at 130pm call the main office and the lady doesnt answer hi or anything. She says (rudely, and before i can even open my mouth to identify who is calling ) " your tv is not coming today". She Tells me that she called. She did not. She is so rude all the time. Everything everyone says on here is 100 percent true. she is the most rude person you would ever want to talk to. She wont put Bob on the phone. She says she will bring it "this week" . Well i told her and Bob that i already gave my credit card info to Sylvania, i have waited all day, and you never said anything and that i NEED to get my tv back to avoid the 700 dollar charge from Sylvania. She doesnt care. She hung up on me after me yelling at her telling her she was going to bring back the tv now.

I called the Cumberland police department and spoke to the seargeant and said these people have held this tv and took it without permission for now 14 days and they will NOT bring it back or return a call and they HAVE NO IDEA what the heck they are even doing. HE called them and said he "politely urged them " to return it. Mind you they are open from Satuday 10-7 and Bob is sitting right there and he does not feel compelled to get in the car and return it to me, even though he has had plenty of time and promised me he would do this just 18 hours prior.  I have since contacted Sylvania again yesterday. They have the regional manager involved and they are getting word of all these complaints and hopefully they are in discussion to discontinue the warranty work service that they pay this guy for.  My wife called this morning, May 4th, the day it is supposed to be now brought back and the lady was rude to her as well. They won't tell her a time, just said today, and hung up on her. I have been documenting everything daily now as no scam is beneath them. They will tell you they called but they don't. I have caller id, i never missed a call. Never an apology. Never any desire to take responsibility for their mistakes. Never any concern for their customers at all. There response was "you can come get it if you want" . It's 5 hours round trip and they have business down here, and they took on the job knowing this, and i have no business up there at all to spend 5 hours on saturday getting my tv.

 Sylvania has assured me they will not charge me and they have escalated this problem and they are checking out all the complaints of others and they seem genuinely concerned about the way they conduct business. It is not fair for me to sit here all day long now 2 times in 4 days and to even believe any one will show up after so many lies in the 17 days i have dealt with them. IF you go to their company and get treated poorly, don't say i , and others , did not warn you. Ultimately there is no cost to me other than being without a tv for 1 month now as Sylvania knows everything, but I would never give them a penny or expect that you would ever get any customer service if you had a problem with any service or product......

 BTW, the sergeant said to call him back on Wednesday May 5th if they did not return it. At some point, they are doing something illegal in holding something not theirs that they had no legal right to even take out of my house based upon my type of warranty. Just another lie to avoid doing work on site and to get back to the shop early.

This report was posted on Ripoff Report on 05/04/2010 09:51 AM and is a permanent record located here: http://www.ripoffreport.com/r/BGH-Electronics/Cumberland-Maryland-/BGH-Electronics-Lies-Lies-and-more-lies-followed-up-with-a-huge-helping-of-rudeness-599915. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

I spoke with the owner Bruce just now

AUTHOR: mark - (United States of America)

While i will not retract any of the experiences that I have had for the first 17 days, I have finally received my TV back. The owner himself, Bruce, came down and brought it and explained his situation. He has acknowledged many of the problems and he says he is trying to make things better. An explanation was offered , as well, as to why no one came down Saturday. While that was okay with me, not calling and not telling me, and not bringing down in the previous 10 days was not. He seems like a stand up guy and apparently he is out of the office alot as I believe he is a tech as well. You will find that as long as that woman is answering the phone, good customer service is probably not something you are going to get. Deal with Bruce directly if you can. Bob just does not seem to remember anything he says it all. I cannot speak to any of the merchandise or the quality of work as my tv is basically a paper weight. He does seem intent, at least in word, on making things better and he did seem to be sorry for everything that happened, which is something that I had not gotten from anyone up until now. I just wished that one person had picked up the phone at any time during the whole 2.5 weeks to ever call me. That would have made things much better.
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