• Report: #698199

Complaint Review: Ematic.us

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  • Submitted: Mon, February 21, 2011
  • Updated: Mon, March 14, 2011

  • Reported By: DJ — Arlington Texas United States of America
Ematic.us
2231 Colby Avenue Los Angeles, California United States of America

Ematic.us Ematic Warranty promised to repair my daughter's MP3 player because it has a manufacturing defect and is within the 90 day total repair time, then made me get 2 different copies of the purchase from A Los Angeles, California

*Author of original report: Update to my complaints

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My mother bought my 14 year old daughter an Ematic brand 8gb cam/video mp3 player for Christmas.  She even paid extra to get it to us on time.  My daughter had the mp3 player for 3 weeks only before the problem presented itself.  

She charged it every night while she slept, and then would take it to school with her.  Well, the morning of the incident she grabbed it as she was ready to leave, but had to set it right back down because it was too damn hot.  She left it at home and went to school.

When she got home, she went into her room to do her homework.  She went straight for her mp3 player to listen to music while she worked.  She came out of her room holding it in her hand and asked myself, and my youngest daughter if we had been in her room.  We hadn't and in fact, the door had been closed the whole day.  She asked how it was possible that her screen got cracked on the inside screen. [continued below]....
.....

I examined the mp3 player, curious as to how it was cracked on the inside and not the outside.  I had her look up the number for Ematic warranty.  I got a hold of a representative.  He argued with me when I told him about the situation, saying, "That's impossible.  It cannot overheat and crack!"  I told him it doesn't take a rocket scientist to figure out just exactly how possible it is, and that his theory on the outside "protective" screen is unbreakable plastic put there to protect the inside screen, was just bologna.  I told him we can plainly see that the glass is cracked from the inside out because of the shard.  I also told him of my son getting a blister from an AT&T phone that was sent with the wrong battery, causing them to overheat while charging.  I said to him that maybe that's what happened.

He put me on hold for about 5 minutes to talk to a warranty technician.  When he came back on, he sounded very defeated and told me, " I talke to the technician, and he said that it is very possible for the battery to overheat and crack the screen.  This item will be covered under warranty."

He proceeded to get my demographics and told me that he was sending an email.  He said that I would need to attach the original purchase receipt and my address and such in a reply to the email, then they would give me an address to send it to.

After 7-8 emails back and forth and me attaching 2 purchase receipts, the invoice from the shipping box it came in, and the order receipt from my mom purchasing it on Amazon, they said they would get it to the supervisor, who would then call me to give me the warranty address to send it to.

The only thing I got back was some a@#'s email reply stating that a cracked screen is not covered under warranty and that I could buy a new one for $35.  WHAT!!????

I replied to him letting them know where they could put their lies and bs, and how stupid they were making me go through all that. I also gave them an ultimatum of repairing my daughter's mp3 player, refunding my mother, or I would tell every flippin source of media and complaint page I could.

They didn't listen.

This report was posted on Ripoff Report on 02/21/2011 04:02 PM and is a permanent record located here: http://www.ripoffreport.com/r/Ematicus/Los-Angeles-California-90064/Ematicus-Ematic-Warranty-promised-to-repair-my-daughters-MP3-player-because-it-has-a-ma-698199. 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:
1Author 0Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Update to my complaints

AUTHOR: emtdj1974 - (United States of America)

3/14/11 Update:
Once I filed my complaints with Ripoff and LA BBB, my last email to E-matic was forwarded to the supervisor over all of the customer service department.  He made me some good promises.  I shipped the mp3 player to him directly.  He promised to walk the replacement through the whole process, and even test the unit out himself to make sure it was good.

On 3/2/11 he emailed saying he got the unit.  I got confirmation of delivery from usps.com nearly 2 weeks prior, and I know he did too because I set the delivery confirmation to go to his email as well.  He said he would ship it out either that day or the next.  The next day I got the tracking number.  It didn't ship out until after the 5th, and on the 9th still was only saying USPS was notified the shipper wanted to ship.  

I received  a notice from the BBB that Ematic responded to my complaint.  It was completely unprofessional, full of misspelled words, gramatical errors, and most importantly many untruths.  I rebutted  offering several emails, phone records, and pictures to easily prove Ematic lies and sells crappy products.  It was as if the person responding to the complaint had no idea the customer service dept mgr was on it.

I finally did receive the unit on Thursday 3/10/11.  Exactly 24 hours later, my daughter comes to me and shows me the all too commonly complained about issue in about 100 Amazon reviews.  Its when you have the headphones plugged in.  Even though they are plugged in and the sound is in the headphones, it also plays on the unit's speaker so everyone else can hear it.
I immediately emailed the supervisor.  This time I was not nice.  I told him this was a cruel hoax, that the headphone jack is jacked, and that he should RUN, not walk away from E-matic.  I also informed the BBB to let the complaint stand and what had happened.  they added the new info to the complaint.  Joe only said, "I tested it myself and even shipped it faster", he can't do anything else about it.

I think they should refund my mother the entire amount she spent including the shipping costs.  That way she can go and get my daughter another one that's gonna work all the time.
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