Thompson GE 40 inch Widescreen HDTV - from Circuit City, Willow Grove, PA - purchased Feb., 2003, component cable board stopped working in May, 2003 - authorized service centers have given terrible service, haven't fixed problem

# 9 for September 26, 2003

Complaints.com received the following on September 25, 2003:

From:

RE: Thompson GE 40 inch Widescreen HDTV - from Circuit City, Willow Grove, PA - purchased Feb., 2003, component cable board stopped working in May, 2003 - authorized service centers have given terrible service, haven't fixed problem

I purchased a GE 40" widescreen HDTV from Circuit City of Willow Grove, pa on Feb. 6, 2003. Model #D4OGW10, serial #C462C107S. In the beginning of May, 2003 our component cable board (the piece that the high definition component cables plug into which enable us to watch DVDs and play video games in High Def.) stopped working.

I contacted one Thompson authorized service center named Willow Grove TV (215) 659-9090 and a man came to my home (after several weeks of scheduling delays) and tried to fix it. He was unsuccessful and told me he would call me back to make arrangements to come get my TV and fix it in his shop. He used my phone to ask his boss if they could just order a new board and was told no. I never heard from them again.

After waiting about 2 weeks for them to call me back I contacted Danny D TV Service (another Thompson authorized service center). They told me that rather than trying to fix the part which someone else had tried unsuccessfully to do that they would just order me a new board. First of all they never called me when they said they would with more information- be it when they said they'd call in 20 minutes or the next day- I had to keep calling them.

After they were supposed to have ordered the part I waited a week and then called them back to see if it came in. THEY LOST MY INFORMATION AND NEVER ORDERED THE PART!! I gave them my name, number, and problem again and they said the part would be in the next week. They said they would call when it came in (they didn't).

When I called them about 2 weeks later (on a Monday) they said the part had come in but their truck was broken so they couldn't get to my home to put it in (since their phone wasn't broken I don't know why they couldn't call to tell me this!) We finally made an appointment for them to bring it on my boyfriend's next day off- Friday of that week, but of course THEY NEVER SHOWED UP!! When they finally came on Tuesday of the next week we all realized that Thompson had sent them the WRONG PART- just a jack from the board and not the whole board.

After another week of trying to get the right part we called Danny D's and were told they couldn't find it. I began calling Thompson to try to get a new TV since I was told early on that if a service center could not find my part in 30 days that this would be the next step. I was told I had to wait 3 days while the person handling my case (Gina) made an international search for my part. She was to call me by Friday of that week at the latest- that would be Sept 19, 2003 to let me know. Naturally, she never called- however I did call Thompson at their Consumer Relations number (580) 634-0151 and left Gina a voice mail at her ext. 56 to please call first thing Monday Morning.

When she didn't call I left her voice mails on Tues. and Wed. as well- each time getting more irate. I was told by the woman who transferred me to Gina on Wed. that she would personally make sure Gina called me that day (I believe her name was Terry, but I'm not sure). I called this morning Thursday Sept, 26, 2003 to speak to Gina's supervisor and was told that because they are experiencing such a "high volume of calls" that I would have wait for a call back Monday or Tuesday sept 30.

My case was transferred to the ERA Dept. and I was unable to obtain a name of the person that should call me back because I was told that a number of people could end up with my case in their lap. I am angry with the Service Centers for their poor customer service and for never calling when they said they would.

But I am more upset with Thompson/GE for 1. allowing such poor service from their Authorized Service Centers 2. Telling me they will call me and not calling and most importantly 3. For not standing by their warranty. I thought I should be proud to buy American made products from American companies but now I know that they will screw you just like every other American.

Please feel free to contact us, Thompson (if you don't have too many calls coming in).

Sincerely,

Lucy Sagan: work phone on Mon and Tues (215) 830- ssss

and Tony Badolato: home phone (for both of us) 215- ssss

Glenside, PA 19038

On a positive note- I did receive some of the best service ever from Circuit City of Willow Grove, pa when I first purchased my TV...*sigh*