• Report: #255816

Complaint Review: ShopNBC And Gemstar

  • Submitted: Wed, June 20, 2007
  • Updated: Thu, June 21, 2007

  • Reported By:Bowie Maryland
ShopNBC And Gemstar
http://www.shopnbc.com and http://www.gemstarusa.com Nationwide U.S.A.

ShopNBC and Gemstar Rob Another Customer Brooklyn Center, MN And City Of Idustry California Nationwide

*Author of original report: Gemstar's Latest Response

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In May 2005, I purchased the 56" Gemstar rear projection television for over $2,000.00--as well as a ShopNBC extended warranty. Within the first year the lamp blew twice and was replaced by the manufacturer. At the time of the first repair, the technician explained the requirement of the lamp and fans required to operate the television. It was the first time I had heard of this television requiring regular bulb replacements...it was never mentioned during ShopNBC's presentation of the television. I NEVER would have purchased the television had ShopNBC disclosed this pertinent information. In April 2007, the television began making a strange sound and finally the picture went out. I contacted ShopNBC and their extended warranty group, and began my customer service nightmare of lies, rude customer service reps, etc. After filing a complaint with the BBB against both ShopNBC and its warranty group, ShopNBC still refused to refund my money or to replace the television. Their warranty group conceded that due to Gemstar's service prohibitive tactics that they were not capable of fulfilling the terms of my extended warranty. They then terminated my contract and settled my dispute regarding the warranty. After all was said and done, I went back to the manufacturer, Gemstar, and pleaded my case. Their tech support staff admitted that the nature of my television's problems indicated a mechanical defect; however, they were unwilling to do anything to repair/replace the television. One techncian insisted that it had to be the lamp (despite my concerns of the sounds that were heard previous to the television's demise) and convinced me to purchase a lamp. Two hundred dollars later, I confirmed that it was not the lamp. After realizing Gemstar would not do the right thing, I contacted an outside technician to diagnose the problem. His diagnostic uncovered that the optical engine is DEFECTIVE. The technician called Gemstar (as per their instructions to me) to request the part number and the phone number to their parts department. Today, he called to say that the number Gemstar is providing leads to a parts provider who claims they are in NO WAY affiliated (as a reseller or authorized dealer of parts) with Gemstar. The technician said that after numerous calls to Gemstar he was unwilling to go any further as it was no longer worth it to him financially as Gemstar was not operating in good faith. His only suggestion was that I discard the television as it was GARBAGE.

Gemstar's rating with the California Better Business Bureau is an 'F' and deservedly so. ShopNBC has numerous complaints with the Minnesota Better Business Burea. BUYER BEWARE OF THESE TWO COMPANIES!!!

My hope is that Gemstar will do the right thing and give me the necessary assistance to repair this television once and for all. In the absence of resolution, I will take my case to the Attorney General, Better Business Bureau, and any other governing institution for no other reason than I want to stop ShopNBC and Gemstar from their deplorable business practices. They are STEALING MONEY (GRAND LARCENY) from hard-working people and they need to be PROSECUTED to the fullest extent of the law, and be forced to provide RESTITUTION to their VICTIMS.

Ann
Bowie, Maryland
U.S.A.

This report was posted on Ripoff Report on 06/20/2007 06:16 PM and is a permanent record located here: http://www.ripoffreport.com/r/ShopNBC-And-Gemstar/nationwide/ShopNBC-and-Gemstar-Rob-Another-Customer-Brooklyn-Center-MN-And-City-Of-Idustry-Californi-255816. 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

Gemstar's Latest Response

AUTHOR: Ann - (U.S.A.)

I called Gemstar again today to try to get information on how to order the mysterious OPTICAL DRIVE. Vivian, their technical support rep, said she was not at liberty to discuss any matters pertaining to parts. However, she was willing to speak with my technician and conference him in with their parts supplier. Well, my technician refused to speak with her and she refused to speak with me. I then called Vance Baldwin Electronics (VBE) to see if they could assist me. The customer service rep insisted that VBE was not a reseller or authorized dealer of Gemstar (AKA 3G Technology) parts.

I called back Gemstar, told them of my conversation with VBE, and was told once again VBE did sell the part...HOWEVER, it is a Vivitek part. I called back VBE and was told that the part number I was given by Gemstar was not a part number instead it was the model number (RP56-HD21) of a Vivitek television. The customer service rep located the part and informed me that the optical drive cost ELEVEN HUNDRED AND NINETY FOUR DOLLARS!!! I immediately called back Gemstar and spoke with Nick, tech support rep. Nick admits that it is very unusual for the optical drive to become defective so soon after purchase. However, he reiterated that Gemstar would do NOTHING to assist me as I was out of warranty.

Word to the wise...if you purchase an expensive television (such as I did) and it experiences technical difficulties within the first three months (as mine did) SEND IT BACK!!! Don't allow the retailer or manufacturer to pacify you with in-warranty service calls because the moment you're out of warranty...you're out of luck.

My next step is the Attorney General's offices in Minnesota and California to file complaints against ShopNBC and Gemstar. If anyone is willing to join me in filing a complaint and/or lawsuit, please post a reply to my report. The complaints and greivances of many simply cannot go ignored.
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