Televisions, Proscan 53" TV purchased from The Good Guys, Concord, CA TV broken, can't get repair or satisfaction

Complaints.com received the following e-message on September 14, 2001:

From:

RE: Proscan 53" TV for $2,250 from The Good Guys in Concord CA Hi I've tried twice to become a member but no log-in has yet to be sent to me. So, here is my complaint, which is actually against 2 companies, The Good Guys and GE Warranty Management, Inc: In 1996 we purchased a Proscan 53" TV for $2,250 from The Good Guys in Concord CA. In addition we purchased an extended warranty through GE Warranty Management. In June of 2001, we began experiencing problems and attempted to have the TV repaired. The first appt. we made, nobody showed up. The 2nd appt., the TV's problem did not occur but the complaint was noted and no further action was taken to resolve the problem.

The problem being that the TV's "on" button had to be manually held for an increasingly extended period to turn it on...unless the TV was already warm, in which case it would turn on immediately, as was the case when the repairman first came out. The problem continued to get worse and we finally got someone to come back out in Aug. The repairman was not able to turn the TV on, but for some reason found it necessary to "adjust" the TV as he noted on the invoice, which rendered the TV unwatchable when we finally got it back on. A service manual was needed which we were told would take an additional 2 weeks to obtain.

At this point we started pursuing the "loaner TV" that our warranty said we were entitled to. After countless phone calls, we were finally approved to get one, but we never did. We were finally authorized to get a replacement TV and were told to go to the Good Guys to work it out with them. We were treated very rudely, and abusively. After the store manager finally found the authorization to get the new TV, he showed us to the TVs we were allowed to choose from. Our warranty stated that it would be replaced with a TV with comparable features in which our existing TV had Dolby surround-sound. Instead we were offered TVs based on the current value of our old TV. We reached a compromise and paid an addition $800 for an RCA Scenium floor model that appeared to be in excellent condition.

We also purchased an extended warranty for $500+ . The TV was delivered a few days later and was damaged. It was even noted as being damaged before it left the store. We sent it back and were told they would send the set we had seen in the store and we were assured it was in mint condition. Along with the new TV, they also took with them our old TV. The 2nd TV was delivered 4 days later, once again it was damaged. We attempted to make a deal with the store manager that we would either take the TV "as-is" for a $500 discount, or we would like it replaced with a "boxed" set, or we wanted a TV with the audio features that our old set had. If not, we told them we would begin taking legal action. The manager did not accept any of these offers. They now have our old set, our new set and our money. Trish Smiley

Antioch, Ca 94531