Mac's Cafe

Customer called on 6/25, setup repair order *** since it was deemed as not repairable by our engineers on 7/4/Contacted the customer on 7/4/2016, customer requested we contact her on 7/since she’s not at homeAgents called customer on 7/15/2016, customer informed our agents that
they don’t have a copy of their POPInformed the customer about the policy of not having a POP, customer understood and agreed to the policyOffered the customer a PPL to return the defective unit and it would be replaced with a recertified unitCustomer refused since she wants a brand new unitInformed customer’s demands were going to be escalated and she would receive a call back 7/18/customer’s escalation was reviewed and her demand was deniedCustomer was called back using both her primary and alternate phone number was not reached, a voice mail to call us backCustomer was called once again on 7/again, was not reached using both her primary and alternate phone number; voicemail was left to call us backFinally, 7/customer returned our call checking status on her caseInformed the customer her demand was denied for a brand new replacement, a recertified again was offeredCustomer refused once again the recertified unitCustomer stated she would be contacting her lawyer and the Revdex.com At this time, our offer for recertified unit still standsRecertified products go through a vigorous inspection and testing process which would result as the product as “like new”

Sharp processed an exchange for the customer to an upgraded modelThe exchange delivered on 1/2/

Complaint: ***
I am rejecting this response because:#according to sales personal I have talked with, LED televisions have a life span of
to years. Mine lasted months proving that Sharp manufactures it products to fail long before an acceptable life spanTheir response to me and my argument is as follows:Sharp offered me a refurbished set, the same model as they sent me for my first replacement for my original set that went badThey wanted $for the set and they would deliver, setup and haul away the otherI had to decline their offer based on my reasoning stated below.As I explained to the gentleman that called, I had no assurance that the replacement would not fail as did the previous two televisionsSharp called a day later and lowered their final offer to $which I again had to declineI explained to the representative that I could not justify "throwing good money after bad"I also told her I could buy a brand new Samsung 60" 4K flat panel for about $from *** *** I have no doubt that there is a huge warehouse full of Sharp "refurbished" televisions that Sharp would like to have customers that have had experiences similar to my own, be content to pay four or five hundred dollars to get as a refurbished replacementIt may at first glance appear to be a decent offerSharp makes these offers in order for them to recoup some of their losses from televisions they were legally obligated to replace that could not be repairedThere is nothing to indicate that a refurbished set would last longer than a few months since it has already failed in a previous situationI’ve read many reviews from unhappy people online and people has stated the exact scenario I have stated here.Does refurbished mean "up to Sharp standards"? From my experience with Sharp products, their standards for quality aren’t very highIn conclusion as with most consumers I don’t have the money to buy a replacement tv every few monthsLike most consumers, when I spend a large sum of good hard earned money for something I expect it to last more that monthsI have no doubts that had I accepted Sharps offer that they would have "refurbished" my un-repairable televison and send it to some other unfortunate customer for $and so the cycle goes on and onIt is just a racketSharp makes money hand over fist producing equipment scheduled to fail and resell it many times over.I have a washer and dryer that has lasted yearsI am currently using my *** 60" rear projection television that I bought in and it still is going strongI had thought Sharp had a good reputation for producing a quality product, but I was mistaken and it cost me a lot of money to learn that they do notI will never purchase another Sharp product and will warn everyone to stay away from buying anything manufactured by SharpA little heads up for companies today - you don’t achieve customer loyalty by selling them a crappy product
Regards,
*** ***

Sharp will contact customer to offer an exchange

This model's warranty is handled by *** ***Sharp does not have any records for this name and model*** *** is who contacted the customerThe user manual provides *** *** service number to contact for service needsThat number is ###-###-####

We have reached out to the customer to obtain additional informationOnce received, we will review the case for additional options

The customer case is currently in review for reimbursement

Due to the servicer did not repair the unit Sharp issued a return authorization for the customerSharp is also investigating the servicer not repairing the unit

Per Sharp warranty listed in the manual, it states that Sharp may replace the customer TV with a refurbished model if the unit needs to be replacedSharp cannot offer the customer a NEW TVSharp can offer the customer an additional month warranty on the refurbished model

Sharp Electronics has agreed to reimburse the customer for his *** TVOnce the customer returns the signed resolve letter the check will be processed

Today II received a call from damming they
will do nothing because I was months or of warranty when my problem occurredSo I guess sharp has lost a customer, and I intend to get with other customers who have experienced same problem and open a class action suit for having a known problem with their productSharp fails at customer service very badly
I am rejecting this response because:

Effective January 2016, Sharp no longer manufactures televisionsThis product is manufactured, distributed, serviced and warrantied by *** under brand license by Sharp CorporationThe number for warranty assistance is ###-###-####

Sharp stopped manufacturing televisions in There are no new televisions to offerDue to the television is out of warranty this the offer on file

Per a conversation with the customer on 9/5, they declined the exchange offerThe customer advised that they returned the unit to Best Buy for a refund

On 10/12/15, the customer was provided with a RA number to return the TV back to the retailerThe retailer would be assisting the customer after receiving the RA

Sharp has placed an order for a replacement remote control as an out of warranty courtesyCustomer should receive the remote control via FEDEX in 3-business days

Sharp will contact the customer to offer a prorated exchange due to being out of warranty

Complaint: ***
I am rejecting this response because:The unit is not and was not working as designed. The unit contains an ionizer function
that is no longer working properly. The ionizing function works for a few minutes upon powering up the unit then starts to make statistic type noises and does not run consistentlyThe quality of the white noise that the unit made when I first purchased is different than it is now.So while the "air purifier" portion of the unit is working, the ionizer portion of the unit is not. Sharp made no attempt to contact me regarding my concerns prior to shipping the unit back to me.
Regards,
*** ***

An exchange has been processed for the customerSharp will also offer the customer a month warranty for his experience

Customer has two microwavesOne is under warranty and was exchanged at no costThe other unit is out of warranty and was offered a prorated exchangeCustomer declined the offer