• Report: #467613

Complaint Review: Teppermans

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  • Submitted: Wed, July 08, 2009
  • Updated: Wed, July 29, 2009

  • Reported By:London Ontario
Teppermans
Warncliffe Rd London, Ontario Canada

Teppermans think before you buy London Ontario

*Author of original report: TEPPERMANS REPLY

*REBUTTAL Owner of company: Response to Mr. Dan Green

*REBUTTAL Owner of company: Response to Mr. Dan Green

*REBUTTAL Owner of company: Response to Mr. Dan Green

*REBUTTAL Owner of company: Response to Mr. Dan Green

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First I would like to start off with saying we have purchased tens of thousands from Teppermans and we had planned to keep on purchasing from Teppermans until this past Monday.

We are a 64 year old couple that purchased a 46" LCD from Teppermans back in 2007. The $3400 television was purchased for a movie room in our basement for entertainment for when our children and grand children would come for a visit. The television broke about a month ago. I am not able to communicate verbially due to medical issues so I contacted my son to have him bring the televison into Teppermans to get some help. After being tossed around from person to person they finally sent my son to the sales manager. My son explained to him that the televison was only used for 15 or 20 movies for a total of 40 hours max usage on the unit. The sales manager basically told him in his own words to get lost and contact the manufacturer. My son when to the Warncliffe Teppermans in London with my wife that has recently had a knee replacement and is in no was able to carry a television. They were quite rude with the whole process even to the point of making an issue of helping my son carry the television back to our vehicle.

We understand that the television is past the 1 year warranty but there is no need for being rude to your customers. Teppermans should stand behind their products instead of turning away their loyal customers of many years. I have a brother that has purchased a plasma from costco and it did break 7 or 8 months after the warranty expired. Costco made good with the issue and was very friendly with him. He is still a loyal customer of Costco. I have heard of serveral similar issues with expired warranties with Walmart, Sams club, Zellers. Good on these businesses for your above and beyond service.

My point is Teppermans was rude and nasty to one of its loyal customers and has done nothing to make good on what was obviously a defective product. Should you buy from Teppermans or should you goto one of the above businesses that will make good on the products they are selling? I sure know what I will do, I suggest you do the same!

Mr green
London, Ontario
Canada


This report was posted on Ripoff Report on 07/08/2009 06:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/Teppermans/London-Ontario/Teppermans-think-before-you-buy-London-Ontario-467613. 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 4Employee/Owner
Updates & Rebuttals

#1 Author of original report

TEPPERMANS REPLY

AUTHOR: Mr Green - (Canada)

Noah thank you for your prompt reply. I fully understand your reasoning. You are correct, the warranty is expired.

Teppermans has held their end of the deal, but this brings me to my reasoning above. With the prices being comparable at the stores I have mentioned above, why would anyone want to shop at Teppermans? In this situation your competition would have gone above and beyond with their service and I would not be sitting here out $3400 for a television that has barely been used. I JUST WISH I HAD BOUGHT THIS TELEVISION AT WALMART, FUTURE SHOP, BEST BUY, ZELLERS, OR COSTCO......

"My point is Teppermans was rude and nasty to one of its loyal customers and has done nothing to make good on what was obviously a defective product. Should you buy from Teppermans or should you goto one of the above businesses that will make good on the products they are selling? I sure know what I will do, I suggest you do the same!"
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#2 REBUTTAL Owner of company

Response to Mr. Dan Green

AUTHOR: Noah Tepperman - (Canada)

Dear Mr. Green:

I recently read the post you made via RipoffReport.com about the circumstances surrounding your LNT4661FX Samsung LCD TV (purchased on July 5th, 2007 for $2899.00 before taxes). While I always prefer to call customers and speak with them directly, your post states that you are unable to communicate verbally due to a medical condition, and so I've written you a letter instead (and am re-posting it on RipoffReport as well).

Let me begin by apologizing to you, your wife and your son, Brian. If we came across as rude at any point in the conversation, or at any point made you feel disrespected, that is completely inappropriate and you have my sincere apologies.

It is my understanding that Brian originally spoke with two members of our Customer Care team, Kim G. and Karen C., via telephone at approximately 3:45pm on July 7th, 2009. At that time Brian reported that the TV wasn't working. We explained that since the manufacturer's warranty covered the first year of service only (and you were a full year past that point), and since you had declined to purchase an extended service plan at time of sale, that the only option was an at-cost repair.

Since Brian and Mrs. Green were not satisfied with that answer, they subsequently went into our store on Wharncliffe Road in London, where they spoke with Andrew Yull, a sales manager. Andrew recalls that when he met them, Brian and Mrs. Green were insisting that we allow them to return the 2-year old TV for a refund. Mrs. Green was clearly distressed, as (as I understand it) she continued to raise the possibility of not only reporting us to the Better Business Bureau, but of suing us as well.

During the conversation, Mr. Yull had one of our Electronics sales people (Brad Hubbard) reach out to a local service depot to try and help you by facilitating an inspection of your TV. Apparently Brian continued to get increasingly frustrated as (as I understand it) he actually threatened to throw the TV on the floor and leave the store. Mr. Yull suggested that rather than do anything so drastic, Brian should at least investigate the repair route and determine how much it might actually cost first (after all, there was always the chance it was a minor repair).

With the conversation at an end, Brian began to pick up the TV so he and Mrs. Green could leave. Mr. Yull stopped Brian and offered to carry the TV out to the van, and Brian suggested he get one corner while Mr. Yull took the other, and so the two of them carried it out together. Mr. Yull loaded the TV into the van for Brian, and shook hands with him. He asked that Brian update him on how things went with the service depot, and Brian agreed.

As I'm sure you understand, the primary purpose of any manufacturer warranty is to cover failures due to poor materials, manufacturing or other defects. The reason so many manufacturer warranties ( for all kinds of things including computers, small electronics, appliances, furniture, even homes) are only for one year is because the vast majority of manufacturer defects become apparent fairly quickly, and often well in advance of 12 months.

It wasn't as if you were just one, two, or even four weeks outside of your warranty period. If you had been, Tepperman's certainly would have done everything we could have to get the manufacturer to assist you- we do that, every day, successfully. You'd owned the TV for one fully-covered year, and for an additional full year beyond that. You were one full year outside your warranty period.

The fact of the matter is, what you were asking Tepperman's to do for you just wasn't possible. Tepperman's believes in great pricing and fair service, and doesn't charge our customers the kind of astronomical mark-up it would require to do for you what you're suggesting we should have done. If Tepperman's, at our cost, took care of every kind of service issue for every customer who was well beyond their warranty period, we'd go out of business pretty quickly, and wouldn't be there to help you, or help our other customers, when they really needed us.

Mr. Green, I understand that this experience has been very frustrating and aggravating for you. After all, you invested $2899.00 in this TV and it broke: that's never a good feeling, and I'm sure that knowing you declined to purchase the extended service plan doesn't help very much, either. I hate knowing that one of our customers feels this way. I hate knowing that you feel that somehow we've let you down. All I can do is be open and upfront with you, explain my side of things to you, and hope that you're able to see things from my point of view.

You are a good, long-term customer of Tepperman's, and my brother and I appreciate your business very much. I appreciate that you took the opportunity to post on RipoffReport.com (although I recommend the Better Business Bureau [http://www.bbbwindsor.com/] as an accredited organization with a long-standing history of supporting consumers), and I'm glad that I've had the opportunity to reach out to you directly.

Should you ever wish to contact me directly, please do so via the Windsor address on the prior page, or contact me at 1-800-265-5062 ext.495.

Sincerely yours,

Noah Tepperman
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#3 REBUTTAL Owner of company

Response to Mr. Dan Green

AUTHOR: Noah Tepperman - (Canada)

Dear Mr. Green:

I recently read the post you made via RipoffReport.com about the circumstances surrounding your LNT4661FX Samsung LCD TV (purchased on July 5th, 2007 for $2899.00 before taxes). While I always prefer to call customers and speak with them directly, your post states that you are unable to communicate verbally due to a medical condition, and so I've written you a letter instead (and am re-posting it on RipoffReport as well).

Let me begin by apologizing to you, your wife and your son, Brian. If we came across as rude at any point in the conversation, or at any point made you feel disrespected, that is completely inappropriate and you have my sincere apologies.

It is my understanding that Brian originally spoke with two members of our Customer Care team, Kim G. and Karen C., via telephone at approximately 3:45pm on July 7th, 2009. At that time Brian reported that the TV wasn't working. We explained that since the manufacturer's warranty covered the first year of service only (and you were a full year past that point), and since you had declined to purchase an extended service plan at time of sale, that the only option was an at-cost repair.

Since Brian and Mrs. Green were not satisfied with that answer, they subsequently went into our store on Wharncliffe Road in London, where they spoke with Andrew Yull, a sales manager. Andrew recalls that when he met them, Brian and Mrs. Green were insisting that we allow them to return the 2-year old TV for a refund. Mrs. Green was clearly distressed, as (as I understand it) she continued to raise the possibility of not only reporting us to the Better Business Bureau, but of suing us as well.

During the conversation, Mr. Yull had one of our Electronics sales people (Brad Hubbard) reach out to a local service depot to try and help you by facilitating an inspection of your TV. Apparently Brian continued to get increasingly frustrated as (as I understand it) he actually threatened to throw the TV on the floor and leave the store. Mr. Yull suggested that rather than do anything so drastic, Brian should at least investigate the repair route and determine how much it might actually cost first (after all, there was always the chance it was a minor repair).

With the conversation at an end, Brian began to pick up the TV so he and Mrs. Green could leave. Mr. Yull stopped Brian and offered to carry the TV out to the van, and Brian suggested he get one corner while Mr. Yull took the other, and so the two of them carried it out together. Mr. Yull loaded the TV into the van for Brian, and shook hands with him. He asked that Brian update him on how things went with the service depot, and Brian agreed.

As I'm sure you understand, the primary purpose of any manufacturer warranty is to cover failures due to poor materials, manufacturing or other defects. The reason so many manufacturer warranties ( for all kinds of things including computers, small electronics, appliances, furniture, even homes) are only for one year is because the vast majority of manufacturer defects become apparent fairly quickly, and often well in advance of 12 months.

It wasn't as if you were just one, two, or even four weeks outside of your warranty period. If you had been, Tepperman's certainly would have done everything we could have to get the manufacturer to assist you- we do that, every day, successfully. You'd owned the TV for one fully-covered year, and for an additional full year beyond that. You were one full year outside your warranty period.

The fact of the matter is, what you were asking Tepperman's to do for you just wasn't possible. Tepperman's believes in great pricing and fair service, and doesn't charge our customers the kind of astronomical mark-up it would require to do for you what you're suggesting we should have done. If Tepperman's, at our cost, took care of every kind of service issue for every customer who was well beyond their warranty period, we'd go out of business pretty quickly, and wouldn't be there to help you, or help our other customers, when they really needed us.

Mr. Green, I understand that this experience has been very frustrating and aggravating for you. After all, you invested $2899.00 in this TV and it broke: that's never a good feeling, and I'm sure that knowing you declined to purchase the extended service plan doesn't help very much, either. I hate knowing that one of our customers feels this way. I hate knowing that you feel that somehow we've let you down. All I can do is be open and upfront with you, explain my side of things to you, and hope that you're able to see things from my point of view.

You are a good, long-term customer of Tepperman's, and my brother and I appreciate your business very much. I appreciate that you took the opportunity to post on RipoffReport.com (although I recommend the Better Business Bureau [http://www.bbbwindsor.com/] as an accredited organization with a long-standing history of supporting consumers), and I'm glad that I've had the opportunity to reach out to you directly.

Should you ever wish to contact me directly, please do so via the Windsor address on the prior page, or contact me at 1-800-265-5062 ext.495.

Sincerely yours,

Noah Tepperman
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#4 REBUTTAL Owner of company

Response to Mr. Dan Green

AUTHOR: Noah Tepperman - (Canada)

Dear Mr. Green:

I recently read the post you made via RipoffReport.com about the circumstances surrounding your LNT4661FX Samsung LCD TV (purchased on July 5th, 2007 for $2899.00 before taxes). While I always prefer to call customers and speak with them directly, your post states that you are unable to communicate verbally due to a medical condition, and so I've written you a letter instead (and am re-posting it on RipoffReport as well).

Let me begin by apologizing to you, your wife and your son, Brian. If we came across as rude at any point in the conversation, or at any point made you feel disrespected, that is completely inappropriate and you have my sincere apologies.

It is my understanding that Brian originally spoke with two members of our Customer Care team, Kim G. and Karen C., via telephone at approximately 3:45pm on July 7th, 2009. At that time Brian reported that the TV wasn't working. We explained that since the manufacturer's warranty covered the first year of service only (and you were a full year past that point), and since you had declined to purchase an extended service plan at time of sale, that the only option was an at-cost repair.

Since Brian and Mrs. Green were not satisfied with that answer, they subsequently went into our store on Wharncliffe Road in London, where they spoke with Andrew Yull, a sales manager. Andrew recalls that when he met them, Brian and Mrs. Green were insisting that we allow them to return the 2-year old TV for a refund. Mrs. Green was clearly distressed, as (as I understand it) she continued to raise the possibility of not only reporting us to the Better Business Bureau, but of suing us as well.

During the conversation, Mr. Yull had one of our Electronics sales people (Brad Hubbard) reach out to a local service depot to try and help you by facilitating an inspection of your TV. Apparently Brian continued to get increasingly frustrated as (as I understand it) he actually threatened to throw the TV on the floor and leave the store. Mr. Yull suggested that rather than do anything so drastic, Brian should at least investigate the repair route and determine how much it might actually cost first (after all, there was always the chance it was a minor repair).

With the conversation at an end, Brian began to pick up the TV so he and Mrs. Green could leave. Mr. Yull stopped Brian and offered to carry the TV out to the van, and Brian suggested he get one corner while Mr. Yull took the other, and so the two of them carried it out together. Mr. Yull loaded the TV into the van for Brian, and shook hands with him. He asked that Brian update him on how things went with the service depot, and Brian agreed.

As I'm sure you understand, the primary purpose of any manufacturer warranty is to cover failures due to poor materials, manufacturing or other defects. The reason so many manufacturer warranties ( for all kinds of things including computers, small electronics, appliances, furniture, even homes) are only for one year is because the vast majority of manufacturer defects become apparent fairly quickly, and often well in advance of 12 months.

It wasn't as if you were just one, two, or even four weeks outside of your warranty period. If you had been, Tepperman's certainly would have done everything we could have to get the manufacturer to assist you- we do that, every day, successfully. You'd owned the TV for one fully-covered year, and for an additional full year beyond that. You were one full year outside your warranty period.

The fact of the matter is, what you were asking Tepperman's to do for you just wasn't possible. Tepperman's believes in great pricing and fair service, and doesn't charge our customers the kind of astronomical mark-up it would require to do for you what you're suggesting we should have done. If Tepperman's, at our cost, took care of every kind of service issue for every customer who was well beyond their warranty period, we'd go out of business pretty quickly, and wouldn't be there to help you, or help our other customers, when they really needed us.

Mr. Green, I understand that this experience has been very frustrating and aggravating for you. After all, you invested $2899.00 in this TV and it broke: that's never a good feeling, and I'm sure that knowing you declined to purchase the extended service plan doesn't help very much, either. I hate knowing that one of our customers feels this way. I hate knowing that you feel that somehow we've let you down. All I can do is be open and upfront with you, explain my side of things to you, and hope that you're able to see things from my point of view.

You are a good, long-term customer of Tepperman's, and my brother and I appreciate your business very much. I appreciate that you took the opportunity to post on RipoffReport.com (although I recommend the Better Business Bureau [http://www.bbbwindsor.com/] as an accredited organization with a long-standing history of supporting consumers), and I'm glad that I've had the opportunity to reach out to you directly.

Should you ever wish to contact me directly, please do so via the Windsor address on the prior page, or contact me at 1-800-265-5062 ext.495.

Sincerely yours,

Noah Tepperman
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#5 REBUTTAL Owner of company

Response to Mr. Dan Green

AUTHOR: Noah Tepperman - (Canada)

Dear Mr. Green:

I recently read the post you made via RipoffReport.com about the circumstances surrounding your LNT4661FX Samsung LCD TV (purchased on July 5th, 2007 for $2899.00 before taxes). While I always prefer to call customers and speak with them directly, your post states that you are unable to communicate verbally due to a medical condition, and so I've written you a letter instead (and am re-posting it on RipoffReport as well).

Let me begin by apologizing to you, your wife and your son, Brian. If we came across as rude at any point in the conversation, or at any point made you feel disrespected, that is completely inappropriate and you have my sincere apologies.

It is my understanding that Brian originally spoke with two members of our Customer Care team, Kim G. and Karen C., via telephone at approximately 3:45pm on July 7th, 2009. At that time Brian reported that the TV wasn't working. We explained that since the manufacturer's warranty covered the first year of service only (and you were a full year past that point), and since you had declined to purchase an extended service plan at time of sale, that the only option was an at-cost repair.

Since Brian and Mrs. Green were not satisfied with that answer, they subsequently went into our store on Wharncliffe Road in London, where they spoke with Andrew Yull, a sales manager. Andrew recalls that when he met them, Brian and Mrs. Green were insisting that we allow them to return the 2-year old TV for a refund. Mrs. Green was clearly distressed, as (as I understand it) she continued to raise the possibility of not only reporting us to the Better Business Bureau, but of suing us as well.

During the conversation, Mr. Yull had one of our Electronics sales people (Brad Hubbard) reach out to a local service depot to try and help you by facilitating an inspection of your TV. Apparently Brian continued to get increasingly frustrated as (as I understand it) he actually threatened to throw the TV on the floor and leave the store. Mr. Yull suggested that rather than do anything so drastic, Brian should at least investigate the repair route and determine how much it might actually cost first (after all, there was always the chance it was a minor repair).

With the conversation at an end, Brian began to pick up the TV so he and Mrs. Green could leave. Mr. Yull stopped Brian and offered to carry the TV out to the van, and Brian suggested he get one corner while Mr. Yull took the other, and so the two of them carried it out together. Mr. Yull loaded the TV into the van for Brian, and shook hands with him. He asked that Brian update him on how things went with the service depot, and Brian agreed.

As I'm sure you understand, the primary purpose of any manufacturer warranty is to cover failures due to poor materials, manufacturing or other defects. The reason so many manufacturer warranties ( for all kinds of things including computers, small electronics, appliances, furniture, even homes) are only for one year is because the vast majority of manufacturer defects become apparent fairly quickly, and often well in advance of 12 months.

It wasn't as if you were just one, two, or even four weeks outside of your warranty period. If you had been, Tepperman's certainly would have done everything we could have to get the manufacturer to assist you- we do that, every day, successfully. You'd owned the TV for one fully-covered year, and for an additional full year beyond that. You were one full year outside your warranty period.

The fact of the matter is, what you were asking Tepperman's to do for you just wasn't possible. Tepperman's believes in great pricing and fair service, and doesn't charge our customers the kind of astronomical mark-up it would require to do for you what you're suggesting we should have done. If Tepperman's, at our cost, took care of every kind of service issue for every customer who was well beyond their warranty period, we'd go out of business pretty quickly, and wouldn't be there to help you, or help our other customers, when they really needed us.

Mr. Green, I understand that this experience has been very frustrating and aggravating for you. After all, you invested $2899.00 in this TV and it broke: that's never a good feeling, and I'm sure that knowing you declined to purchase the extended service plan doesn't help very much, either. I hate knowing that one of our customers feels this way. I hate knowing that you feel that somehow we've let you down. All I can do is be open and upfront with you, explain my side of things to you, and hope that you're able to see things from my point of view.

You are a good, long-term customer of Tepperman's, and my brother and I appreciate your business very much. I appreciate that you took the opportunity to post on RipoffReport.com (although I recommend the Better Business Bureau [http://www.bbbwindsor.com/] as an accredited organization with a long-standing history of supporting consumers), and I'm glad that I've had the opportunity to reach out to you directly.

Should you ever wish to contact me directly, please do so via the Windsor address on the prior page, or contact me at 1-800-265-5062 ext.495.

Sincerely yours,

Noah Tepperman
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