TV/DVD Combo

Apex Digital Inc., Walnut, California----sells electronics.

This is the letter I sent Apex August 18. To date, September 15, they have not responded (they claim their customer service people are not allowed to contact customers.) Since then, I have initiated three phone conversations with someone calling himself Kevin Nash, and though he promises each time "to look into it," the situation is still the situation is not resolved. When I mentioned that since I'd been at this for 6 months I was going to take the complaint to a consumer protection agency, he begged me not to, and asked me to call again in 3 days. This is their standard response. Instead of taking care of the matter, they put you on hold for long stretches of time (I have been on hold as long as 20 minutes at any given time), and when they finally come back to the phone they tell you all the reasons they can't do anything, their supervisors are never available, they claim they're looking up your file and information, but then ask you to start from scratch with the complaint and seem to understand nothing of the history, they won't budge on a solution telling you again there is nothing they can do, and ultimately they tell you one of two things: "We can't help you" (I got mad and insisted they do), or "Call back in 3 days." When you ask why you are to call back yet again, they will tell you "We will look into it" and "We need to discuss this." And you start the whole process over.

On March 25, 2006, I purchased an Apex TVDVD Combo, Model #AT1314DV from Osco Drugstore in Bloomington, Indiana. (See attached photocopy of receipt.)

I spent hours trying to get it to play a DVD with no luck. This is because the remote control that came with the unit does not allow me to access DVD menus. I called Apex. This was the start of many calls. Since March I have talked to probably more than a dozen of your customer service people, none of whom have listened to me.

I have tried to explain over and over that I think the wrong remote control came with the unit. No one seems to want to listen. Instead, everyone tells me to turn off the unit, unplug it, wait, and plug it back in, etc. I have emailed, as well. (See attached email in which I describe the problem and the customer service agent offers me the same non-applicable advice.)

One customer service representative must have asked me at least 20 times if I had a receipt. I kept saying yes. He kept asking me the same question over and over. Another rep told me I should send the whole unit back in for repair. I explained there was nothing wrong with the unit, that it was the remote control. He kept repeating, "You must return the unit. Put it in a box and mail it to us." Another one told me to fax my receipt, then wait 3 days, and call back in. What?????

It was only tonight when I was talking with yet another customer service representative, who identified himself as Kevin Nash, that I was able to get him to "hear" what I was saying. But then he too told me he would have to have a conversation with manufacturing, which is fine, except that I asked him why he never asked for the model number of my remote control. He said he knew which one I had. I asked him for the number of the one he thought I had and he gave me a completely different number.

I have never had such a frustrating experience with a purchase before.

Here’s the deal:

The remote control I have does not have any up and down arrows or "okay" key, as identified in the manual on page 6. If you look at the diagram on p. 6, you will see that the remote control pictured there has (number 27) four arrow keys and an "okay" key. My remote control is blank there.

I have spent way too much time trying to solve this problem. Your customer service has been very disappointing. I do not want to blame your employees, but I can’t understand how you can run a business like this.

I am writing to ask if you would please send me the correct remote control. The one the manufacturer placed in the box with the unit (it was a sealed box) does not appear to be the correct one.

I would appreciate it if someone could resolve this for me quickly, so I can begin to enjoy the unit. This has been a very upsetting experience.

I do not want to have to keep calling back. I would appreciate it if you would simply send me the correct remote control. An apology would be nice too.

Thank you,

Alyce Miller

2000 E. 2nd Street

Bloomington, IN 47401

812-333-2785

Email: Email User

Attached:

1. Copy of receipt of purchase from Osco Drug

2. Email exchange with one of your customer service representatives