TV Ears Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Our TV Ears product does have Year Limited Warranty that will facilitate a replacement of the product in question If the product seizes to work within months of the day it was purchased, we can replace it at no cost to the customerThere after we extend a 50% discount off MSRP to replace
the damaged product In this customers case, the headset has an MSRP of $They are outside of the month warranty so they qualify for the 50% discount off MSRP When purchasing the new headset at replacement cost, the warranty on the headset starts all over again from from the day of purchase Here at TV EARS we do our best to incorporate new technology and materials as it becomes available to us Since the last time the headset was purchased by this customer, there has been a newer material added to our headsets that give them a more flexible and custom fitThese improvements are demonstrated on our video posted in our website Customers have found this video very helpful in custom fitting their headsetsWe will be making an exception with this customer and extending their warranty to replace their headset.They can do so by calling our customer support line at Mon.-Frifrom 6AM to 6PM PST

In our records we show that the battery in question was purchased on 1/6/ The item was shipped that same day with *** *** *** *** Parcel mailWhen looking up the tracking information with USPS website, it shows that the package(battery) was delivered on 1/12/We
understand that there are times when USPS may loose a package while in transitIn this CS's situation, bases on the information obtained by the USPS website, there is no indications that the package was lost in transit On 1/22/there was a dispute opened by the customer with the credit card company that was used to place the orderThe credit card company determined to rule in favor of the customer and refunded back the amount of $This amount was issued back to the credit card that was used at the time of purchase This is not a common occurence but we do see that this customer had a similar situation in Decof 2012. At this time we will not refund the customer the requested amount of $because a refund has already been issued to the credit card company The credit card company then issues the returned amount back to the card that was used originally for the transaction in questionFor further questions about the status of the refund, we would recommend to contact the credit card company

The information requested by the customer can not be given through this website for privacy reasonsCustomer has been contacted and given the information requested

In our records, we are showing that Mr*** purchased an Analog system on 5/14/At the time of purchase, TV Ears offers a day money back guaranteeCustomer also has a month warranty, where if anything should break or fail, we replace it at not costAfter that months, for the
remaining years the customer is under a limited warranty. With all products, we include a warranty card that clearly states, " The year warranty will cover defects in the manufacturing and product failure for a period of years after the original purchase dateIf you product fails or breaks after days of the original purchase date and up to years, it will be replaced for 50% off manufacturer's suggested retail price with a new product of the same model. If the model you purchased is discontinued you will receive a new or similar model." In Mr*** situation, he had a broken transmitter and a dead batteryBoth of these items has not been discontinuedSo therefore, we would not replace these items with an entire new system per the warrantyAlso, according to the warranty, he could get the transmitter replaced at 50% MSRP which would be $and a replacement battery for $24.95. Customer does not qualify for a replacementOur company will honor his warranty and replace items for the costs listed above

*** ***, called into TV Ears to have her system trouble shotIt is my understanding that she needed to have a part replacedOur Warranty clearly outlines that if a product fails within the first days we will replace at no chargeWe offer our customers optionsThey can mail back the broken
product and we will replace at no charge OR the customer can have the replacement part mailed out immediately for a convenience fee of $*** *** could have sent the product back and saved from paying the $She was not mandated to pay the replacement priceShe had optionsAlso, our website outlines that for refunds/replacements, the customer is responsible for paying the shipping charge *** *** had the product longer than 30days and we made an exception to refund her for the product(once again, our website states that customer has days for a refund)We must get the product back in order to process the refundThe customer cannot keep the product and get their money back. Several emails were sent to our corporate office and we responded immediatelyWhile *** *** states that emails to her were condescending, it was noted through audio calls and letters that the customers actions were not always polite as wellEmails reviewed show that *** ** *** was not condescending but very straight forward as to not confuse the customer with our policies. Furthermore, *** *** can return the product and we will process a refundWe must receive the product in order to do so

TV Ears is not trying to mis-lead anyoneAll systems are sent with the instructions of the warranty policyWe also have that posted on our website at http://www.tvears.com/warrantyThe broken headset that this customer is claiming is defective was a product that was already replaced for him
but the customer kept the broken headset stillSo, the customer oback on Sept 16, to not send back his broken headset to get replaced at no cost but to pay and have us just send him another oneAt that time the warranty for the broken headset was taken care of and the customer got the replacementHe could have sent in the broken headset and once we got it we could have replaced it at no cost, but he chose and opted for not having to send it in and to be charged a convenience fee to just send a new one This was his choiceSo, because of this, that gave the cusotmer non broken headsets and his old broken oneHe did not throw the broken one out, so we cannot replace that again, as it has already been replaced for himAs for the headsets that he currently has the other (2) that are not holding a charge He was given to options during his recorded phone conversation, he could purchase a battery at $for them because, the batteries had been damaged due to the customer putting the headset in the transmitter backwardsOr he could buy a replacement headset within his warranty which at this time is outside the months, for 50% off which was At no point during that entire phone conversation did we tell the customer to buy a new system, and we never refused any warranty on the productThe customer was offered what any other customer would be offered in his caseIn this case, I am willing to replace one headset for the customer at no cost as an exception but he will need to send the defective headset into us firstBut, I will not make an exception and replace both I have notated his account, he can contact us at ###-###-#### Mon- Fri 6am-6pm PST to get that one headset replacedAt that same time he can still purchase either a battery or replace the other headset for $We will not offer any replacement on the broken headset because that was already replaced by one of the two headsets he currently is using

The customer made her initial order of a "TV Ears Original" on 10/01/The Customer called in on 3/23/to replace her headset as the sound was not workingWe replaced this item free of chargeOn 01/06/the customer called back in to inform us that the bow arm of her headset was broken we replaced at 1/4th of MSRP.Our Warranty states: "The year limited warrant covers product failures due to manufacturer's defects for a period of years after the original purchaseIf the product fails within the first days of the original purchase it will be replaced at no charge with the same or newer model of equal valueIf the product fails within the year period it will be replaced for 50% off MSRP with the same or newer model of equal valueThe following items are NOT covered under this warranty: ear tips, batteries, bow arms, and shipping charges."Breaking the headset is not a common issue, it is directly associated with how the headset is handledWe instruct our customers to handle the headset by the tips to avoid extreme tension on the bow arms. As per our warranty the bow arm is not covered, but we have extended our courtesy and went above and beyond to satisfy our customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. However, I do want to go on record that I vehemently resent their implication that I mishandled the product and that I was responsible for the fact that they consistently breakThat is not the case, since I have always followed the instructions on how to handle themBesides, THIS complaint was not about breakage, in the first placeIt was about poor sound qualityThe new TV Ears headset that I had to purchase -- because the warranty did not cover bow breakage -- produced a very weak soundIn fact, it only produced decibels and their advertisements say the product will amplify sound up to decibelsWhen I explained that to the so-called customer service people at TV Ears, they insisted that I pay to return the defective headset before they would do anythingThat was not acceptableI will wait for TV Ears to do what they say they will do and, if it does, will consider this complaint resolved -- assuming, of course, that the unit they send to me works as advertised
Regards,
*** ***

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,
*** ***
I phoned my bankMy *** was not creditedIt was tempcredited but taken back 2/To date I am out $ I spoke to " Oscar" who was rude & condesending as usual insisting I received the product !

The issues this customer is experiencing is from an older design (2.3) our new line (5.0) that has been out since Last June is made with stronger material so the headsets do not break as easyThe design of the product is something that we at TV Ears take pride in, we have designed a unit that
is light weight and easy to use We are consistently improving our product and will continue to do so has technology advancesAs for th issues this current customer is experiencing this has already been rectified in our new modelsIf the customer contacts us, we can offer her a replacement under her year replacement guarantee, on her current headset for 50% off and she will receive the new design headset.
She can do so by calling us Mon-Fri 6am-6pm PST at 866-611-

Due to the history the customer has had with TV Ears, the headset can replaced at $25. This is an exception and it it restarts the warranty on the headset. Customer has also been contacted by telephone and given the same offer through there voice mail. The customer has the contact information needed to contact TV Ears. Tel: 88.883.3277Mon. - Fr. 6AM-6PM PST

Revdex.com:
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,
[redacted]
Spoke with Ashley of TV Ears. I accepted her offer of a replacement for the damaged Head Set at the price she offered.However, as I stated in my complaint, this was not the first time a Head Set broke at the same place. I had no choice but to pay for a replacement, or I would not have any Head Set.I am not a happy camper, but I need to use this defective product. To state my case again;These Hearing Head Sets TV Ears sells are DEFECTIVE!  Very truly,[redacted]

Revdex.com:
I have reviewed the response made by your business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will return the defective TV Ears to Radio Shack for a full refund, and I accept your offer of a new model for $79 plus shipping, Please let me know how to contact you to purchase my new model.
Regards,
[redacted]

We reached out to the Customer a solution was agreed upon she is now satisfied.

TV Ears products have a 5 year limited warranty.  If any issues occur with the TV Ears product within the first 6 months of purchase, the customer can choose to replace their product with one of 2 options.  One option offers the customer to replace their product with minimum waiting time...

and no need to send any defective product back to TV Ears. This option has a convenience fee of $19.95. The second option offers our customer to replace their product at no cost. The customer would need to send back their defective product and once the product is received at TV Ears, a replacement product gets sent out to the customer. This method can take up to two weeks but in most cases, the time elapsed is much less.  If the customer's product seizes to work after 6 months of the original purchase date, the customer is then offered to replace their product with a 50% discount off MSRP.  This customer purchased their product in December of 2013. When the customer first reported their issue to TV Ears in January 2014, they were able to replace their product under the 6 month warranty terms.  When the customer replaced their headset in November of 2014, they were offer to replace the headset with a 50% discount being that they were outside of the initial 6 months warranty terms. At the time the headset was replaced, the warranty was renewed when the headset was replaced due to customer paying the replacement cost for the headset.  The customer called back and reported their headset to no longer give sound after 6 months of regular use.  The customer was given the option to replace their product under 6 month warranty and choose to replace the headset at $19.95 to expedite their order.  Customer calls back in August of 2015 and reports the headset not holding a charge.  CS was instructed to replace the battery and is instructed to try the battery from the older headset to try and save on the cost of purchasing a new battery.  Due to the consistent issues this customer has experienced, TV Ears would like to replace their entire system to eliminate any further issues at no cost to the customer. Customer needs to call 866.611.9934 Mon.-Fri. from 6a-6p PST to verify shipping address. CS will also need to dispose of any older TV Ears material when the new system is received to avoid any confusion between older and newer product. This includes cords, wires, and any other accessories.  Any future replacements will be warranted under normal product warranty.

Customer will receive a refund for $59.95. Shipping will not be refunded.

TV Ears has a 5 year limited warranty that replaces the defective product with a no cost option for the first 180 days  and replaces the product with a 50% discount there after up to 5 years. Our customers are made aware of this warranty with the warranty card that are included inside the...

packaging of every system purchased. This customer did purchase a replacement headset in early November of 2015 with a 50% discount to replace their original headset purchased in November of 2014.  Here at TV Ear we are always working on improving our products by incorporating new material and technology as it become available.  The breakage of the headset is an issue that can be avoided by handling the headset by the ear tips and with both hands.  A video instruction is available on our website.  Although this will not completely avoid the breakage of the plastic in the headset over time, it can definitely prolong the  life span of headset.  At this time this customer has been given a return number to return the defective product for a replacement headset.  TV Ears has taken into consideration the customer loyalty and is ready to replace the headset at no cost as a one time exception. There will be no need to return the defective headset in return. The customer's account has been notated and can call customer support to take advantage of this offer. Customer service can be reached Mon.-Fri from 6a-6p PST at 866.611.9934. DO keep in mind that the TV Ears offices will be closed 11/26/12-11/29/2015 in celebration of Thanksgiving Day.

The TV Ears system that is carried at Radio shack is a product that we have discontinued. But, they are still brand new products, they are not used or old stock. That system has just been discontinued. We do still warranty it and replace it if need be. In this case because the customer just...

purchased the system and the complaint they have is due to the design and is not an actual problem with the product. What was suggested to her is her only option. If she wants a system that has more of a tonal range, she would need to go with our other models. The 2.3 sold in radio shack has a very slight change in tone but not much. Most customers of ours that have a more moderate hearing loss cannot tell the change in the tone which is why we have different models for different types of hearing losses. By no means are we scamming anyone here, we have different models that serve different purposes. We will not pull the stock that radio shack carries because that product is brand new, yes the circuitry of the product is not as advanced as our newer models but that goes for all electronic items. Electronics and technology changes daily. 
 
Our offer is below:
 
Customer can return the 2.3 to radio shack 
Contact us back at 888-883-3277 Mon - Friday 6am-6pm PST 
We notated her account that we set up C580656 we will sell her the updated model with the tonal range she needs for $79.95 + shipping
 
Please have customer contact us if she would like to take that extended offer.

We have made improvements on the plastics that these headsets are made out of through out the years. We do see a history of breaking arms with this customer but this is not a common issues. In order to keep our product at a very light weight we do have to improvise with the materials it is designed...

with. Because the material of the headset is plastic there is no way for us to guarantee that you cannot break it.  Just like other plastics, they can break. But, we do offer a warranty to replace that within a curtain time period if that were to happen but, if it is past the time, the customer is responsible for replacing the headset they have broken for 50% off. We have extended the warranty for this customer due to their issues.  But, there is  warranty procedure that is followed, we made the one exception for this customer and we cannot continue to make the exceptions due to the fact that the customer is breaking the headsets.  As for their request to return the product for a refund.  I will make that exception for them. Please send the entire system back to us under [redacted] and we will refund them. This customers has been a long time customer of ours, and if he no longer wants to be our customer we will honor the return and cancel his account with us for future purchases. Please ship the system to 2701 Via Orange Way Suite 1 Spring Valley, CA 91978 They will be refunded $199.95