Clearstone Creations

On 3/13/United Radio received a dispatch from Samsung to service [redacted] s Samsung television, model [redacted] The customer told Samsung the TV cannot be powered on, the power LED is off Based on this reported symptom United Radio ordered the main PC board to correct this failure When the part arrived, United Radio scheduled a technician to install the part On 3/our technician arrived at the house and noted the symptom the customer reported to Samsung was not the symptom he found; the TV would turn on and had audio, no video This type of failure indicates that the LCD panel was failing Before leaving the home that day, the technician should have verified condition of the panel by unplugging the main PC board and firing up the panel to check for physical damage This would not have changed the outcome but we would have informed the customer at that time of the impact damage to the LCD panel The technician informed the customer we would order the panel for replacement and return to install once United Radio received the LCD panel from Samsung On 4/another technician went to [redacted] s house to install the panel Upon arrival the technician noted she had small children in the home (he acknowledged them entering the house) [redacted] pointed the television out to the technician and went outside to do yard work The technician removed the TV from the stand and placed on a sofa, upright on the seat cushion, to access the rear panel The technician removed the rear panel to begin replacement of panel At this point the technician unplugged the main PC board and fired up the panel to verify condition, this is when the impact damage became visible (see attached picture on TV placement and impact damage.) The technician reconnected the main PC board and replaced the back panel That is when [redacted] entered the room and the technician explained the failure was caused by impact damage to the LCD panel, therefore voiding the warranty The technician took pictures of the damage and explained to the customer replacing the panel as an out of warranty repair was not cost effective [redacted] asked and was given his managers name and phone number for further discussion [redacted] did contact his manager and was explained to again that physical damage voids her warranty and Samsung would not cover [redacted] was very upset over this information so the manager told [redacted] we would escalate to Samsung and see if they would accommodate her We submitted pictures of the damaged panel to Samsung for approval to replace in warranty After reviewing the pictures Samsung's statement was as follows; "Panel authorization request Rejected Extensive research has been done on this type of cracked screen There is a point of impact which can only be caused by an external force hitting the front of the TV This is considered physical damage." Samsung was made aware of all actions by United Radio and found no fault in our service techniques [redacted] was informed that Samsung would not honor warranty replacement due to the impact damage to the panel Samsung's internal notes in their dispatch system indicate they also informed the customer of their findings and last statement noted is "Outcome: customer understood"

On 2/24/United Radio received a Sony shelf system, model HCD-EC909IP, serial number *** from *** *** for a warranty repairMr ***'s unit failed and was in need of repairUnited Radio replaced to integrated circuit chips that were defective and returned the unit to Mr ***
on 3/13/All repairs are 100% QC'd prior to returning to the customer to ensure repairs were effective and adequateAfter receiving his unit back, Mr *** contacted us on 4/stating this was not his unit AND he was still experiencing a problemWe confirmed with him we returned the same unit he sent in, Mr *** said that when he turns the volume up over half way the unit would go into protection mode, he would have to unplug and replug the set back in to get it to workWe checked with our technical team lead and he indicated this is most likely caused by a shorted speakerMr *** did not send in his speakers the first timeWe contacted Mr *** and explained what our technician is suspectingTo confirm this we asked Mr *** to unplug all three speakers and test one at a timeWhen he comes across the speaker that is defective, he could send that in for warranty replacementMr *** did not want to do this, he said he did not think his speakers were defectiveWe issued a call tag to have the unit brought back in for evaluation at no charge to the customerWhen we received the unit back in for repair we noted that it had sustained damage in transit to usMr *** sent in all three speakers with the main unitWe validated the serial number and model number matched the same piece he sent in the first timeWe had UPS come in site and perform a damage inspection, they declined the claim due to insufficient packaging/cushioning and product against product in the box not properly safeguarded from damageThe unit was packaged in a used office chair box, and the packaging consisted of plastic bags, foam scraps, an empty soda box and other assorted recyclablesThere was little to no room between the two speakers, main unit, and box, which is why UPS did not approve this claim (see attachments)The main unit sustained damage to the top of the unit (CD tray door broke off) and all three speakers received cosmetic damageWe contacted Mr *** and explained what happened and that UPS did not approve his claim (gave him the reasons supplied by UPS)We provided an estimate for repair to Mr *** of $to replace all three speakers and repair the damage to the CD trayMr *** said he was going to appeal the decision by UPS, which was denied again by UPSAs of right now the unit is still in estimate status waiting for a decision by Mr ***Upon further evaluation of the unit to determine why it was failing to begin with, one of his speakers has a short and if not for the physical damage would have been replaced at no charge to himUnited Radio has always and will take responsibility to make a customer whole in the event we were negligent or at fault in any wayWe feel our actions have been reasonable and adequate with Mr ***We will be standing behind the position our offer to Mr *** is fair and reasonable and will reaffirm with him this

On 8/25/Ms*** submitted her Sony Sound Bar, model *** for repair. Her unit was diagnosed and we replaced the main PCB and returned back to her on 8/26/16. The customer contacted United Radio on 6/5/stating that she was having problems with her Sound Bar again.
United Radio directed her to Sony to initiate the process. Because the product is now out of manufacturer's warranty (expired 3/21/17) Sony was unwilling to provide a prepaid label to have the unit sent back for evaluation and repair. United Radio contacted Ms*** on 6/6/and initiated the return process by issuing a pre-paid call tag to have the product brought back in for evaluationUnited Radio guaranteed the parts replaced and service performed for after the repair was made in August of 2016. Although this is well out of our guarantee period we are providing this service. Once received and evaluated we will contact Sony to see if a warranty accommodation could be created on her behalf. This was communicated the Ms*** and she was appreciative of our offer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,
*** ***

Hello, Mr*** submitted his *** *** sound bar system for repair to Untied Radio. At the time of shipping, Mr*** did not submit a copy of his proof of purchase to validate warranty eligibility. United Radio provided an out of warranty estimate based on our
technical diagnosis. When we contacted Mr*** he informed us that this repair should be covered under wararnty. We explained to the customer that we are required to have a copy of his bill of sale to submit to *** with our warranty claim. He refused to send in his copy and hung up on our customer service representative. United Radio has contacted *** to request permission to treat as warranty without the proper documentation. *** has approved this request.We will contact the customer and let him know that his repair will be covered under warranty at no charge to him.Thank you

As an authorized sub-contractor to Nintendo of America, United Radio performs repairs on Nintendo product. All repair solutions are defined by Nintendo. On 1/9/Mr*** submitted his Nintendo Switch unit for repair. Symptom reported at that time was cracked/warped
rear housing. United Radio replaced the rear housing and docking station the unit rests in and returned it to Mr*** on 1/10/18.on 1/18/Mr*** submitted his Switch unit back in for repair. Symptoms reported at that time were was the rear housing was warping and causing scratches, and the unit would not stay powered on. At that time United Radio replaced the rear housing and the main PCB. Unit was returned to the customer on 1/22/18. On 1/24/ Mr*** contacted Nintendo stating his unit has physical damage...the rear housing we have replaced was cracked and joy cons were scratched. Mr*** was instructed to send his unit to the other sub contractor for evaluation. The symptom codes reported were liquid/physical damage by the sub contractor. United Radio does not have access to the service performed and final resolution performed by the other sub contractor. The consumer has been instructed to contact Nintendo of America for any other concerns he may have

On 2/Mr*** sent his Sony HCD-***, serial number *** in for warranty repairWe replaced components in the output circuitAfter receiving his unit back he contacted us on 4/to say that he was still experiencing a problemBased on his failure we felt one of his speakers was defective and asked him to verify and only return the defective speaker for replacementHe did not include his speakers the first time in for repairMr*** did not want to do this so we issued a UPS call tag to have the unit brought back in for evaluation at no charge to himAs noted in our previous response, when we received his unit back in for repair it had sustained damage in transitThe CD tray door was broken and his speaker cabinets were damagedUPS inspected the damage and denied his claim due to insufficient packaging and product against product in the box without proper safeguardPhysical damage voids the Sony warranty he received when purchasing the unitWe estimated the cost to him to replace the damaged speakers and fix the CD tray door for $On 5/Mr*** called back in and asked how much it would cost to just get his set working disregarding the damageWe estimated the replacement speaker at $plus $return freightMr*** did not agree with this and requested the unit sent back at no charge to himAs an accommodation, we have returned his set to him without any chargesThe unit was shipped back on FedEx tracking ***

Mr. [redacted] submitted his Sony NW-ZX2 portable audio player for repair on 11/3/16 with a failure of will not charge, no power.  Untied Radio evaluated his unit and determined that the battery assembly and grid assembly were defective and needed replacement.  An estimate for cost of repair...

was provided on 11/21/16 in the amount of $154.82 for parts, labor and shipping.  On 11/22/16 Mr. [redacted] approved the estimate for repair.  Untied Radio ordered the two parts needed to facilitate the repair on 11/23/16.  These parts were ordered from Sony's parts distributor.  The battery assembly has gone on back order with an ETA of 2/24/17.  This part has on a vendor PO and is being procured from Sony Japan.  United Radio does not have any control to expedite this part.  Because of this, Untied Radio is not in a position to offer any accommodation to Mr. [redacted] as the circumstance is no fault of ours.

I understand Mr. [redacted]'s frustration.  Please understand that [redacted] is not a United Radio employee.  She most likely works for a company called [redacted] Industries which sold [redacted] headphones through a promotion with [redacted].  All United Radio did was fulfill the order through our...

warehouse.  Any issues, returns, or credits must be resolved through [redacted] Industries.  What I can offer to Mr. [redacted] is a contact at [redacted] Industries who can address his issue.  Mr. [redacted] can contact [redacted] ,  [redacted]@[redacted].com  for refund and shipping instructions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I initially shipped the stereo to United Radio I shipped it Priority mail  which treats packages much more gentle care.  United Radio chose to ship my package at the lowest freight rate with washing machines and Industrial tools.  I had my stereo packed by a professional packing place before it was shipped.  United Radio is leaving out pertinent facts of the issue that were their negligence.  United Radio only included $100 insurance with the low cost budget ground freight shipping.  Therefore of course UPS will not cover a $282 insurance rate.  That is automatic grounds for denial right there.  Second per UPS insurance policy they require the package to be opened for damages in front of the local UPS driver.  United Radio therefore had their claim automatically denied based on either of those 2 grounds that were directly at fault of United Radio.I have followed United Radios instructions as they requested from the beginning.   they told me to initially send just the stereo at first and based on their instructions I have followed them.  United Radio claims that it was the speakers that were defective.  They offer no proof of this to substantiate their claim.  United Radio could have easily placed my stereo on a top shelf and accidentilly had it fallen off and dented the speakers and then tried to shift it off and place the blame on UPS.  this is why UPS requires damage claims such as their claim to be opened in front of the UPS driver.I have had warranty claims in the past and I have never ever had a problem before.  This is because I have never gone through United Radio.  If consumers are reading this interview, I would strongly recommend that they do not EVER go through United Radio.   United Radio are a sham operation.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Re: 11819968This complaint was resolved with a favorable and mutual agreement.Please update your records as you are showing that I was dissatisfied which is not the case.

On 3/13/17 United Radio received a dispatch from Samsung to service [redacted]s Samsung television, model [redacted].  The customer told Samsung the TV cannot be powered on, the power LED is off.  Based on this reported symptom United Radio ordered the main PC board to correct this...

failure.  When the part arrived, United Radio scheduled a technician to install the part.  On 3/25 our technician arrived at the house and noted the symptom the customer reported to Samsung was not the symptom he found; the TV would turn on and had audio, no video.  This type of failure indicates that the LCD panel was failing.  Before leaving the home that day, the technician should have verified condition of the panel by unplugging the main PC board and firing up the panel to check for physical damage.  This would not have changed the outcome but we would have informed the customer at that time of the impact damage to the LCD panel.  The technician informed the customer we would order the panel for replacement and return to install once United Radio received the LCD panel from Samsung.  On 4/10 another technician went to [redacted]s house to install the panel.  Upon arrival the technician noted she had 5 small children in the home (he acknowledged them entering the house).  [redacted] pointed the television out to the technician and went outside to do yard work.  The technician removed the TV from the stand and placed on a sofa, upright on the seat cushion, to access the rear panel.  The technician removed the rear panel to begin replacement of panel.  At this point the technician unplugged the main PC board and fired up the panel to verify condition, this is when the impact damage became visible (see attached picture on TV placement and impact damage.)  The technician reconnected the main PC board and replaced the back panel.  That is when [redacted] entered the room and the technician explained the failure was caused by impact damage to the LCD panel, therefore voiding the warranty.  The technician took pictures of the damage and explained to the customer replacing the panel as an out of warranty repair was not cost effective.  [redacted] asked and was given his managers name and phone number for further discussion.  [redacted] did contact his manager and was explained to again that physical damage voids her warranty and Samsung would not cover.  [redacted] was very upset over this information so the manager told [redacted] we would escalate to Samsung and see if they would accommodate her.  We submitted pictures of the damaged panel to Samsung for approval to replace in warranty.  After reviewing the pictures Samsung's statement was as follows; "Panel authorization request Rejected.  Extensive research has been done on this type of cracked screen.  There is a point of impact which can only be caused by an external force hitting the front of the TV.  This is considered physical damage."  Samsung was made aware of all actions by United Radio and found no fault in our service techniques.  [redacted] was informed that Samsung would not honor warranty replacement due to the impact damage to the panel.  Samsung's internal notes in their dispatch system indicate they also informed the customer of their findings and last statement noted is "Outcome: customer understood".

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.if this contact falls through I will be forced to sumbit another complaint.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I sent in my Sony Stereo for a warranty repair. United Radio did a faulty repair on the unit and put in a 50 W amplifier into a 500 W system. I could hear immediately that they performed an inferior repair job on the cheap. I called back united radio and they sent a UPS label to send it back for repair again. United Radio took so long to repair the unit that the unit became out of warranty during their extended delay. Now they are trying to blame UPS for united radios faulty repair. I don't believe that UPS did that damage. I believe that they are just trying to not repair my radio. Now they want me to pay almost the entire cost of what I paid just to get my radio back. This is outright theft. It is united radios fault that they did a shoddy repair job on the unit. They refuse to send me back my stereo unless I pay the entire cost of a new radio. This is outright theft. I just want them to honor sony's warranty and repair my radio and send it back. Sony's warranty pays for return shipping. It is united radios fault that the warranty expired during their lengthy repair process. I sent it in before the warranty expired. I filed a complaint before but United Radio told me they were going to take care of this problem so I never pursued it any further. But now they are stealing my stereo systemI just want united radio to honor the warranty and send me back my system without charge as per terms and conditions of sony's warranty. I really don't care if there is some minor cosmetic damage on the speaker grill as that doesn't affect the sound quality. United Radio claims that the CD player was damaged. I don't even use the CD player. I just want them to repair and fix the amplifier and sound system. Thanks for your assistance.Regards,
[redacted]

Mr. [redacted] has his Sony receiver serviced in our facility in May of 2016.  The product was evaluated, repaired and shipped back to him with a 6 month guarantee on the service performed.  Mr. [redacted] contacted us in November stating he is experiencing a problem with his unit.  United...

Radio issued a prepaid call tag to have the product brought back to us at no charge to him for evaluation.  Upon receipt of the product, we opened the box to find live ck roaches crawling out from his unit.  As normal process in these cases, we immediately place the product in a plastic bag and seal it to prevent these insects from spreading.  We contacted Mr. [redacted] to inform him that we would not be able to service his unit for these reasons and we are returning to him at no charge.  After receiving this complaint, we spoke to the customer so he understood why we returned the product without attempting to repair.  As a goodwill gesture, we have refunded his original repair charge.  He has accepted this outcome.