• Report: #1082505
Complaint Review:


  • Submitted: Sat, September 07, 2013
  • Updated: Sat, September 07, 2013

  • Reported By: Debbie — Sterling Virginia
21800 TOWNCENTER PLZ #212 sterling, Virginia USA

RadioShack does not honor Warranty Warranty sold by Radio Shack salesman worthless. Won't honor at all - WASTE! sterling Virginia

*Author of original report: For the Record

*General Comment: Tyg - maybe you work for the company?

*General Comment: Looks like a duck

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Here is the interaction with the Warranty service to replace a broken cable for my iPhone. 20 Wasted minutes trying to get a replaced $13 cable. What a total rip-off.

GoToAssist: Your representative has arrived.

Jeff (11:49:07): Thank you for contacting Radio Shack Protection Plans eChat. My name is Jeff, and I will be happy to assist you with your claim today. What product do you need to file the claim on please?

Debbie (11:50:47): an iphone cable for charging.

Debbie (11:50:59): I went to the store and they couldn't do it said to contact you all

 Jeff (11:51:26): Okay, thank you. Was this the cable you purchased on 05/01/2013?

 Debbie (11:51:38): yes

 Jeff (11:51:58): Thank you. What is the issue you are having with the cable, and when did the issue begin please?

 Debbie (11:52:03): I purchased a replacement a few weeks ago because they wouldn't honor the warranty. [continued below]....


 Jeff (11:52:22): I'm sorry about that.

Debbie (11:52:28): The cable where it plugs into the phone has broken

Debbie (11:52:37): I can send a photo if you would like

Jeff (11:52:46): Oh no. How did that happen?

Debbie (11:53:01): no idea, I don't pull from the cable at all

Debbie (11:53:18): It is still attached but the wires are showing

Debbie (11:53:27): totally worn away

Jeff (11:53:54): Okay, thank you. Let me take a look at your plan details to see what options we have. Thank you for waiting.

Jeff (11:57:07): I am so sorry, and I hate to provide bad news, but this plan does not cover that sort of damage. It only covers failures internally. If there is any sort of damage at all, the plan does not cover it. You might want to consider contacting the manufacture, because if there was some sort of defect, they may be able to assist you. The manufacture was Auvio, and you can contact them at  866-315-0426. Again, I am very sorry about that. For your records, I have documented this for you using incident number 28157518. Do you have any questions?

Debbie (11:58:50): What I was told when I purchased this plan that it covers if the cord falls apart. I did nothing to this cord - I can't believe you all are not honoring this warranty

Jeff (11:59:35): I am sorry. I am honoring the terms of the warranty. Unfortunately, we cannot honor any verbal agreements you may have made with the store.

Debbie (11:59:36): Why would I purchase a plan if it would not cover the cord?

Jeff (11:59:54): I wish I had better news for you. I am sorry.

Debbie (11:59:55): It is a mechanical failure

Debbie (12:00:02): who else there can I talk to? 

Jeff (12:00:57): I'm sorry. There is no one else that can assist you with this because the plan does not provide the coverage for this issue. You might consider speaking with the sales manager at the store that provided you with wrong information.

Debbie (12:01:34): I am going to leave feedback on rip-off report and yelp - I guess I might get someone who cares!

Jeff (12:02:15): I do care. I'm sorry RadioShack provided you with the incorrect information. I have provided you the best care possible. I am sorry you are not satisfied.

Debbie (12:02:16): The warranty states it will replace failures do to normal wear and tear including power surges. I am reading it Section 3

Jeff (12:03:11): Keep reading, it does not cover accidental damage. The end being tore off constitutes accidental damage.

Debbie (12:04:03): It is not torn off it is on it is worn down that is all

Debbie (12:04:15): It does not say anything about accidental coverage on my warranty either, It is not an accident it is worn from being handled

Jeff (12:05:48): Section 4 states the exclusion to service due to damage to the product due to accident, neglect, misuse, ect.

Debbie (12:06:32): I did nothing wrong - how can you not honor this, there was no accident, no misuse no neglect. Good god Jeff I sure hope you can sleep at night because you are really a company man!

Debbie (12:07:00): I did nothing at all wrong other than use the cord the way it was intended to be used

Jeff (12:07:18): Again, I am sorry for the inconvenience. I know you did nothing wrong, but the plan does not cover ANY damage at all.  I am very sorry.

Debbie (12:08:20): You are kidding me this is a cord that no longer works because of normal wear. What would be considered covered????

 Jeff (12:08:32): Not if there is damage.

Jeff (12:08:54): Damage excludes from coverage no matter how it happened.

 Debbie (12:08:56): there is NO damage

 Jeff (12:09:06): You said the end is tore off, that is damage.

 Debbie (12:09:21): it is NOT torn off the rubber is frayed that surrounds the wires

 Jeff (12:09:58): If wires are visible, that constitutes damage. Can I help you with anything else?

 Debbie (12:11:21): Ha you did nothing for me but made me never want to spend a dime at Radio shack again!

This report was posted on Ripoff Report on 09/07/2013 09:18 AM and is a permanent record located here: http://www.ripoffreport.com/reports/radioshack/sterling-virginia-20164/radioshack-does-not-honor-warranty-warranty-sold-by-radio-shack-salesman-worthless-wont-1082505. 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

For the Record

AUTHOR: Debbie - ()

I gently handle my cables and only pull from the piece closest to the socket not on the wire. I do not coil them either I do put them loose into my computer bag.

Also, I did not make an a*s of myself in the store, I said thank you left, came home and went on line as they suggested. As you can see from my text messages, I was polite until I was told they were not honoring the warranty. And even then I said thank you. I may have had a bit of a silver tongue but I was pretty angry.

I have been back to the store twice still looking for the manager. He seems to be MIA when I go in.

I will never spend a dime again at a Radio Shack and I will be telling all of my colleagues that as well.

I leave good feedback when it is approrpaite and I leave bad feedback when that is appropriate also!


Have a good day!




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#2 General Comment

Tyg - maybe you work for the company?

AUTHOR: Karl - ()

Tyg - talk about assumptions - you have no idea how this customer approached the manager at the store when she went to get the item replaced. And you have also made assumptions about how she handled the cable. Could it not be that the cable was defective or simply of inferior quality? Why is that impossible? Companies that are either A) paranoid about customers "taking advantage of them" or B) selling warranties with no intention of honoring them need to wake up and learn that they could have secured a life-long customer by simply giving her a new cable. Their cost would be somewhere around $6 to $8 for such an item. But instead, they chose to lose a customer and "play by the rules". Sad, really.

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#3 General Comment

Looks like a duck

AUTHOR: Tyg - ()

 In the retail world and more specifically when you have to deal with online chat, when it walks like a duck, quacks like a duck, its probably a duck. Your warrenty covers normal wear and tear. That means that parts that rae attached to your devices can WEAR out. Thats whats covered. In order for the wire cover to be pulling away from the socket, means you either A: pull on your cord to remove it. or B: Wrap your cord up in a circle so tight that it pulled the housing away. Both of these events are NOT covered by your warrenty. You may have made a few assumptions about your warrenty.

Unfortunatly your assumptions arent going to get your cable fixed. Realistically when ever I have had a cable issue with RadioShack, I  normally go talk with the store manager. I may have purchased a 3yr warrenty but if I broke it and am asking for a favor to replace it, I tend to be nice and thank the manager for thier time and efforts. If you went in and made a a*s of yourself I can garentee that you wont get any favors. Try going back and asking the manager if they would just perform a "swap" for you. They may or maynot do it. But be polite and nice, it will get you a lot farther.

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