Paul's TV LLC

Mr [redacted] placed an order via [redacted] on 09/11/The order was then fulfilled by Paul's TV when we shipped the product to the customerPer UPS# [redacted] the product was received on 09/15/and we were not notified of any damage to the TV until 09/28/Unfortunately, due to the customer signing off free and clear we were not able to file claim with UPSWe requested pictures from Mr [redacted] to review if we are able to claim the TV as a concealed damageUpon review of this order, management has found that the package was signed for 'free and clear,' meaning that the damage to the TV and packaging were not notated on the proof of deliveryAs stated on the delivery invoice, be sure to notate ANY damage to packaging such as dents, creases, or cutsIf there is damage to product, refuse deliveryOnce form is signed or released by UPS, you are responsible for any visible damage to product." By not notating the damage to the product and signing the form in this way, the receiver indicates that the product arrived in good condition (free of any damage)We provide our shipping policy with the instructions to inspect the product on our website and in the email we send you with the tracking informationThere are also stickers attached to the box which state to ‘Inspect Immediately' – Do not sign delivery checklist before inspection to provide further notice to customers that they must inspect the product before signing off on its conditionDue to the fact that the damage was reported after delivery occurred, it is impossible to hold the shipper responsibleSince no damage was indicated on the proof of delivery and the damage was reported days after the shipment was delivered, we cannot replace this TVAs an accommodation, we offered a discount towards a new order Our policy stated via [redacted] does state that we are able to return a product within days as long as it is defectiveHowever, being that the unit is not defective and it is damaged, we are not able to provide an exchange nor return

After further investigation, the reason the customer was not refunded the $was because Paul's TV shipped the product out and the customer refused at the time of delivery claiming that they knew nothing about the orderBecause the item had left our warehouse and returned, per our return policy, the customer is responsible for a restocking fee of 15% of the TV's purchased price ($142.50) plus a return shipping fee of $We accidentally charged the customer less than this ($60.00) [$+ $= $total penalty for canceling a shipped order]Paul's TV must charge a restock fee for anything that is shipped out because once the item returns to the warehouse, the product must be opened and inspected for physical damageSince the product must be opened to inspect, the product cannot be sold at full price because it is an Open ItemUnfortunately, the customer is not due this money back for canceling the order after the product was shipped from our warehouse and a delivery attempt was madeThank you,

Per our policy, we require that the TV is confirmed defective by a certified manufacturer technician before we are able to return a TV without restock feesIf the TV is returned and it is not confirmed defective, the restock fee appliesHowever, as a one time accommodation, we are willing to return this customers TV for a full refund as long as all parts and accessories are returned free of any physical damageIf the unit is damaged in any way, we would not be able to return the unit or exchange for a different one

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
they are passing the buck any packages received by consumers have to be signed for, how can that relieve them of their responsibility to us as consumers as any company requires a signature that it was received, they need to refund the money back as we did everything possible to resolve this issue I certainly would either send someone to pick up the defective tv and replace it, im out 1,just because we signed for arrival of the tv that should be against the law to screw consumers for that ridiculous assumption that the tv was in perfect working order since we contacted them the next day for the complaint and certainly let them know about the issue there certainly not trying to resolve this issue responsibly and blowing us off we would like the refund or have them pick up the defective one and return a brand new working television

After further investigation, the reason the customer was not refunded the $was because Paul's TV shipped the product out and the customer refused at the time of delivery claiming that they knew nothing about the orderBecause the item had left our warehouse and returned, per our return
policy, the customer is responsible for a restocking fee of 15% of the TV's purchased price ($142.50) plus a return shipping fee of $We accidentally charged the customer less than this ($60.00) [$+ $= $total penalty for canceling a shipped order]Paul's TV must charge a restock fee for anything that is shipped out because once the item returns to the warehouse, the product must be opened and inspected for physical damageSince the product must be opened to inspect, the product cannot be sold at full price because it is an Open ItemUnfortunately, the customer is not due this money back for canceling the order after the product was shipped from our warehouse and a delivery attempt was madeThank you,

After further investigation, We discovered that the customer had an open case with the manufacturer and that it was being taken care of through themThe manufacturer advised Paul's TV that they were still reviewing the case because there were pictures sent in by the customer and a certified
technicians diagnosis stating that the TV has a physical crack on the screen and physical damage is generally not covered under the manufacturer warrantyThe Manufacturer advised us that the case is still under review although physical damage is not coveredThey are looking for possible accommodation options to further assist the customerUnfortunately, Paul's TV cannot take liability for damaged products after the product is delivered and signed off on Thank You, Paul's TV Customer Service

As we have stated in our previous response, due to length of time to report damage; we are unable to provide Mr*** a return nor replacement TV
Mr*** received the product via *** *** on 09/15/and we were not notified of damage until 09/28/*** allows Paul's TV to file damage claims within business days, although there is no guarantee it will be approvedEven after days since Paul's TV fulfilled the order, we made an exception to file a claim on Mr*** behalfPictures were requested and sent over to *** for reviewAfter review, the claim was denied due to the length of time the damage was reported
Mr*** continues to claim the Television was defective, however, pictures show the screen is damagedPaul's TV cannot be held liable for TV that was delivered and customer reported damage days after deliveryIt is the customer's responsibility to fully inspect and power on the unit immediatelySince no damage was indicated on the proof of delivery and the damage was reported days after the shipment was delivered, we can only offer a discount towards a new TV but not an exchange nor refund

On 11/11/We received a call from the customer requesting a call in advance to the delivery so they could have time to get to the homeThey gave us an alternate Phone# that was not originally on the orderOur delivery team tried calling the Original phone number on the order but is was not a
valid numberOur delivery team did not get the update in-time to call the correct numberAs a result, our delivery team had to move on to the next orderWe tried to reschedule the customer for the same evening for our team to return and reattempt delivery, however that was not possible due to the other areas our delivery teams were going to that dayWe also offered the customer available days for future delivery attempts but customer refused and Cancelled the order for a full refund

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

Paul's TV cannot take liability for this damage to the TV that was confirmed by a Manufacturer authorized technicianAttached is the customers signed Proof of Delivery (POD) formAt the bottom it states that the customer signed that the product was received in good condition on 1/26/at 11:AM Central TimeThe customer reported the possible defective issue the next day on 1/27/and it was noted at 6:PM Pacific TimeUnfortunately, because the product was delivered and signed free and clear of damage, and the customer reported the unit would not power on after he had assembled the unit, a service visit had to be scheduled to determine why the unit would not turn onIt was discovered to have physical damage on the screen and thus would not be able to be exchanged by Paul's TV Thank you, Paul's TV Customer service Representative

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The television set was defectiveThere is no visible damage to itI purchased the television for my new home Once my electricity was turned on in my new home I plugged in the set and the screen does not work.
Regards,
*** ***

We have investigated the issue here and contacted the store location for additional detailsWe discovered that the customer was in need of the sound bar immediately and did not want to wait for a NEW one to come into stockWe sold one of the floor displays, which we do not normally sell to guests
until the items are listed as a discontinued itemHowever, we made the accommodation to assist the guest and meet their expectations of getting the product right awayAgain, they were unwilling to wait for a NEW unit and the store accommodated them when generally we would not haveThe sound bar unit was sold to the customer as NEW by mistake when it should have been listed as an OPEN BOX itemAll items are tested and inspected before they leave the store location and the unit was in good working order when it left the storeIt is also true that the customer was denied an exchange on the defective product due to the unit being owned for more than days after the date the customer took ownership of the unitThe customer is 100% covered under manufacturer warranty for the sound system and should be in contact with the manufacturer regarding repairs or possible replacementPaul's TV is unable to exchange the sound bar for a NEW sound bar unit due to the length of the time that the product has been ownedTo address the question of the Free 32" TVWe had run out of stock of the 32" TV and offered the customer a Price match for the TV for $difference in price because the package deal with the free 32" TV had ended and the price went down on the larger TV the customer purchasedCustomer agreed to this or else we would not have price matched the orderIf the customer is having issues with dealing with the manufacturer and their warranty service, they are welcome to call Paul's TV back so that we can get them in contact with a Manufacturer representative to file a claim on their behalfWe would be happy to assist the customer in going through the manufacturer warranty process but we unfortunately cannot exchange his sound bar as it was reported defective outside of our day defect exchange policy at the timeThank you, Paul's TV: Claims Coordinator

Per our policy, we require that the TV is confirmed defective by a certified manufacturer technician before we are able to return a TV without restock feesIf the TV is returned and it is not confirmed defective, the restock fee appliesHowever, as a one time accommodation, we are willing to
return this customers TV for a full refund as long as all parts and accessories are returned free of any physical damageIf the unit is damaged in any way, we would not be able to return the unit or exchange for a different one