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  • Report: #948478

Complaint Review: DTV EXPRESS

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  • Submitted: Sat, September 29, 2012
  • Updated: Thu, February 14, 2013

  • Reported By: JaPaRu — Los Angeles United States of America
DTV EXPRESS
Internet United States of America

DTV EXPRESS TOTAL LACK OF CUSTOMER SERVICE , Internet

*UPDATE Employee: Non-Credible Complaint

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I purchased a refurbished Sharp 60 inch TV a little over 90 days ago. Since the warranty period was very limited, I wanted an extended warranty. After shopping, I placed an order with DTV Express on my American Express credit card for a 5 year warranty (#3538/$169.00). I received a confirmation e-mail that the warranty and purchase receipt would follow in a few days. They never arrived. I sent 2 follow-up e-mails asking about them, but never received a response.

You guessed it. The TV failed after the original warranty period expired. I proceeded to file a claim with DTV Express.  I was informed that there was no record of a warranty in my name. Furthermore, I was informed that my credit card had never been charged. I asked why no one had responded to my follow-up messages to the e-mail address that confirmed the original order about the status of the warranty and receipt, but did not receive an answer. The claims representative could only guess that the credit card number was bad, or that the TV was "too old". The credit card was and continues to be "good". There is nothing in the DTV advertising which indicated my Sharp TV was "too old". I pointed out that the lack of response from DTV about any "problem" with issuing the warranty deprived me of the opportunity to shop elsewhere for an extended warranty. I asked them what more did a customer have to do after placing an order, and them confirming the order was received. No clear response was given.

I have now had the TV checked by an independent repair company. The estimate to try to fix is almost equal to the original cost of the TV. Needless to say, I will now begin shopping for a replacement.

I urge anyone shopping for an extended warranty to not consider DTV Express. Their "customer service" is non-existent. They could not care less about the rather expensive problem they created for me.

This report was posted on Ripoff Report on 09/29/2012 01:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/DTV-EXPRESS/internet/DTV-EXPRESS-TOTAL-LACK-OF-CUSTOMER-SERVICE-Internet-948478. 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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REBUTTALS & REPLIES:
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Non-Credible Complaint

AUTHOR: DTV Express Response - (United States of America)

I am responding for DTVExpress and am familiar with him and this matter. The customer fails to mention that he ordered the refurbished TV extended warranty on the last day possible with the weekend ahead. As well, he makes it sound as if his credit card was charged which it was not. There is only 30 days in which to order an refurbished TV extended warranty while there is 6 months for a normal new TV. We received his order the following Monday following and it was then past the 30 day period. He makes the point that he never received the extended warranty sales receipt, proving that he knew he was not charged and there was no contract.

He was not charged the $169.
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