Paul's TV

Review: On Friday 7/11 I bought a tv from Paul's tv, a Samsung 65 inch tv model [redacted] serial number [redacted] for $2,207.98 order number 120076 on 7/10/2014. On Wednesday, 7/16 as I was watching it I heard a pop and then all of a sudden the is a crack down the middle of the screen. I was like what the hell. So I call Paul's tv and tell them what happened and they say they never heard of that happening before, lucky me. First time for everything I guess. They told me to call Samsung. I said why, I bought the tv from them. I contact Samsung and they are looking into it. I told them to just give me a new tv. They are trying to say I broke the screen. I was just watching tv. I told them I am not paying for a damaged tv and filed a dispute with my credit card. They don't back their products. It was less than a week. This is going back and fourth. I contacted my sales person first on 7/16. The corporate office contacted me only after I made a post on yelp on 7/19. Still no resolution. They are indirectly accusing me of damaging the tv.Desired Settlement: I would like anew tv that is not damaged or my money back. I will not pay for a damaged tv, and I should not have too.

Business

Response:

[redacted] received a brand new, factory sealed product on 07/11/14 and had signed off free and clear of damage. Paul's TV was not notified of the damage until 07/18/14 via his Yelp complaint about the damaged TV. We initiated a damage claim on his behalf. Since then, we have been in contact with the customer via email (Enclosed in this response). Based on the pictures and the information that was presented, we denied his claim due to physical damage.

[redacted] was offered to have a third party authorized Samsung technician to diagnose the issue. If the technician reports the unit was damaged, we cannot provide him an exchange. However, we can offer him alternate options such as a TV at cost. If the tech reports the problem as a defect, we would be more than happy to exchange it for him.

Paul's TV was contacted by a lawyer on 07/25/14. In his letter to Paul's TV (see attachment), he mentioned that [redacted] opened the box, setup the TV and the unit appeared to be in good condition. Customer then hooked it up and briefly verified that it powered on and was compatible with his television provider.

Paul's TV has informed [redacted] on multiple occasions that our offer to send an authorized technician to inspect the TV still stands.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I contacted the sales person, Shane Johanessen, right when the tv cracked on 7/16. I did not use the tv before that date because I have more than one tv at home. Paul's tv corporate contacted me on 7/18 only after I posted a message on yelp. I should not have to pay for another new tv when I just purchased this tv and it was damaged out of my control. I do not have a problem have an inspector come out, but I want to make sure they are unbiased and neutral.

Review: We purchased a washer & dryer from Paul,s TV and Appliances October 11,2014. The units were delivered October 22. The washer stopped working about 9 days after we received it. We call Paul's/Samsung and repair was scheduled and the claim dept of Paul's was contacted(###-###-####). Repairs took place November 15(Motor AC pump & pump drain replaced), November 22(motor ac pump, pump drain, main pcb replaced), Dec 1, 2014 same parts replaced again and the machine still does not work. They want to continue replacing parts. They did not offer an extended warranty at time of purchase.Desired Settlement: We want the machine exchanged or a refund. We'd also like the extended warranty that was not offered at the time of purchase included.

Business

Response:

We called Samsung 12/24/2014 Customer has an exchange setup with Samsung And Paul's TV. Confirmed Return to manufacturer authorization # [redacted]1 and had Samsung forward the document to us directly in order to attempt to get expedited service and processing of the exchange. We should receive it within 1-2 business days. We left a voice mail for the customer at ###-###-#### for customer to schedule the exchange with us. First available date we have in their area would be 12/26/2014 or 12/27/2014 Called ###-###-#### and line was busy (tried 3 times on 12/24/2014)

Review: I purchased as advertised new TV (Sharp LC-60LE757) from Paul's TV through Amazon's website as a third party seller in August 2013. The TV appeared to be in good condition when it was unboxed. Over the course of the first two months, the LCD began to degrade, the bezel on the sides of the TV began to let light escape, and the back cover began to be loose and also allow light in. I contacted Sharp support (Case#[redacted]), who sent a technician out to service the TV. Upon inspecting the TV, the technician asked if the TV had been serviced previously. Since I have owned the TV no one has serviced the TV, and I purchased it as an advertised mew product. The concern by technician was that on top of a faulty LCD, there were missing screws behind the cover and a stripped screw attaching the cover. My belief, which has been substantiated by the Sharp Technician, Sharp Support, and Amazon is that the TV I purchased was in fact not new but had been tampered with or serviced before I received it without authorization from Sharp. I have provided this information to the manager at Paul's TV, Ali [redacted] who discounted the opinion of the technician and claimed that the T V was new and therefore not there responsibility to fix the issue. Mr. [redacted] explained, I would have to go through Sharps warranty service to replace the TV, since it was past the 30 return period. I explained that it is evident the TV was not new when I purchased it and that only after having the technician inspected the TV was I able to know it this. I have submitted a claim with Amazons third party resolution department and have reported possible fraud to Sharp. Both companies have advised to be to file this claim with the Revdex.com as well. I am requesting a full refund of the purchase. At this point, Pauls TV refuses to accept any fault and will not provide any alternative resolution besides requesting a remanufactured TV from Sharp.Desired Settlement: I would like a full refund of the TV since it is evident the TV was not new when it was shipped to me as advertised.

Business

Response:

Mr. [redacted] purchase a TV via Amazon in which Paul’s TV fulfilled the order on 08/08/13. Customer had contacted us 12/05/12 stating his TV is defective and claiming we had sold him a refurbished TV.

He was advised that since he is outside our 30 day policy we cannot exchange the product and referred him to Sharp. As far as selling him a refurbished TV he was advised Paul’s TV does not sell refurbished items only brand new in the box products. Per Case#[redacted] a service provider had already diagnosed the TV needed a new panel and per procedures of Sharp he would be receiving an exchange under warranty. However, per the conditions of the warranty Mr. [redacted] would receive a refurbished product directly from the Manufacturer.

We assisted the customer in facilitating an authorization to be sent over to Paul’s TV in order for us to exchange the product for him. Customer placed a new order and we kept tracking when the new product will be shipped in order for the freight company to deliver the new product and bring back the defective unit. This was completed as of yesterday 01/08/14.

Thank you,

Claims Coordinator

Paul's TV Irvine Corporate Office

Phone: ###-###-####