GoodGuys

GoodGuys

I purchased a Phillips DVD player/recorder and a HDTV from The Goodguys a couple of years ago. At the time of purchase the salesman and manager talked me into also purchasing an extended warranty as DVD players often give trouble I was told. So I bought a warranty one that I thought would cover me for several years thus freeing me of worry if and when it broke down. About a couple of years later the DVD player started giving trouble and I took it back to the Goodguys in Emeryville California. They sent it out for repairs and I got it nearly four weeks later.

Two weeks after that it was on the blink again, the same problem. I carried it back to the store and informed the manager. This time I expected that as told by the salesman and the manager at the time of purchase I would be given a new machine of equal value and features. To my surprise the current manager informed me that the contract they sold is not honored by them but is between me and the company used by Phillips. However, at the time of purchase another song was sung, I was told should I have to bring the machine in more than once for the same problem I would simply be given a new one.

The current manager says that the Goodguys has no responsibility for what I was originally told as the salesman and manager were in error to have promised me that. With no apparent choice I gave them the machine again to repair only this time it has been 8 weeks since I last saw my DVD player and whenever I call I get the run around. I have even spoken to their customer relations department where I was informed, off the record, that this particular DVD player has been notorious for giving problems and the company responsible for honoring the extended contract cannot afford to replace the player. Do I have any recourse? What can be done?

Will the Goodguys be able to just shirk what I feel is their responsibility? Joey Click this link to e-mail the above consumer: Email User Consumer