I purchased what was advertised as a new television from Gadget Avenue on June 29, 2012. I also purchased an extended CPS 2 years In-Home Warranty Service at that time as well for a total price of $2,329.98. After only six months I began having problems with the television.
I contacted Samsung in January and was told that they could not help me until I showed them my proof of purchase. I then contacted Gadget Avenue seven times to get a copy of the original proof of purchase. After seven requests, I finally received the proof of purchase information on February 20, 2013. Gadget Avenue told me to cancel the service ticket with Samsung, so that they could generate a ticket with Samsung on my behalf to get the television serviced.
After several service tickets were generated, they would be cancelled, but not cancelled at my requests. After a fourth service ticket was generated, I was finally contacted by Hi Definition Electronics (phone # 281-829-5740) asking what problems I was having with the television.
I told them that viewing the television was like watching a picture through a mini-blind. The picture had horizontal black lines across the screen about an inch apart on the entire screen. The picture flickered between light and dark images intermittently.
I ran the on-screen diagnostics at the request of the technician, and the television failed. I requested that Hi Definition Electronics report their findings directly to Gadget Avenue since the In-Home Service Warranty was purchased through them.
I never did receive a status report back from Gadget Avenue, so I initiated another contact with Mark in the sales department at Gadget Avenue. I was told that the repairs would be too costly, and I would be receiving a new television model # UN55D7000 to replace the defective television.
I called approximately every two to three days since that time, and each time I received different excuses for why I had not received the television. The first excuse given was that they, Gadget Avenue, were awaiting the arrival of the television from Samsung. Next, I was told on Tuesday, March 26th that the television had arrived and would be shipped out on Thursday, March 28th.
When I called on the following Monday, April 1st I was told that the freight company did not pick it up on Thursday. I was told that the next pick-up date would be on Wednesday or Thursday after the Passover Holiday. I never did receive confirmation email or tracking on the shipment, so I have been continuing to call daily to check on the status of the new television I have yet to receive.
When I called back again, Mark went to check on the status of the television shipment. He told me to call him back in about ten minutes. I did try reaching him about every ten minutes for the next hour and half. When I finally got a hold of him by phone, he told me that the freight company would be picking up the television that day and that he would email me the two month extension of the warranty as promised within two minutes.
I told him that if I did not receive the shipment tracking confirmation and the two month warranty extension by email today, that I wanted a refund of my purchase price of $2, 329.98. Mark agreed with my demand and said okay.
As of Tuesday, April 9, 2013 I had received no response from Gadget Avenue or replacement television. I told them I was tired of patiently waiting for things promised, and therefore, I wanted a refund of my purchase price of $2,329.98.
After another communication with Gadget Avenue they had Henry at extension # 201 contact me and he told me that the check was in the mail. It has now been approximately four months since I was told the first time that the check was in the mail. I contacted Henry approximately 8 – 10 times questioning where the check was.
He asked me each time to call back in ten minutes allowing him to have time to check the status of my refund check. Most of the time, when I tried to call back I was told that he was in a meeting or was in the warehouse and was unavailable to come to the phone. After I finally was able to talk to him again, often the next day, Henry gave me various excuses such as: the accounting department failed to cut the check. I was then told they would be cutting me a check and I should receive it in a few days.
After allowing more than ample days for the check to reach me, I once again contacted Henry and we started the process again. I have been patiently waiting giving this company the opportunity to make things right in this matter.
I requested the name of their company’s CEO President and his email address, so that we could get this situation resolved immediately. I told them that I wanted all further communication to come from their end in written form. I felt I should not have to be the one initiating and at their mercy for phone communications.
I told them that I was tired of wasting my time, and being promised my refund check was in the mail. Obviously, someone is not keeping their word and is only giving me excuses. I once again told them that I wanted my money, $2,329.98, returned as promised and that I would think their company would value their good name and reputation. Here it is now, July 28, 2013 and I have yet to receive the promised refund of $ 2,329.98 and have had no further communications from Gadget Avenue since the beginning of July, 2013.