What the heck can I do?

Question

Ok, so I'm still pretty pissed about this but I really don't know what I can actually do about this. So my boyfriend and I moved into our new home on July 27th of this year, so I think a few weeks afterwards we bought a 47" LCD HDTV Philips Flat Screen Television. We bought it from Walmart, and we bought the extended warranty for the extra 200 bucks. The whole purchase was about 2000 dollars. Well about 2 or 3 weeks after we got the tv, one of the tv's speakers went out. So I called the number on the Walmart Warranty and they said oh well its only been like a month since you bought this tv, so its still covered under the manufacturers warranty. So I called Philips and they said that normally they send someone to come and fix it, but since there isn't someone within a 50 mile radius of us, they would send us a rapid replacement within 2 days and we'd receive it withine 7-10 business days. Well we just got the "replacement" yesterday, our RAPID or not so rapid replacement had been to 6

different Shippers because a semi wouldn't fit onto our street so they kept sending to other shippers, and it actually was even delievered to A WRONG HOUSE, and they got it back and gave it to us yesterday........so within the past 2 almost 3 mths I have been PATIENTLY awaiting our replacement. Well yesterday I noticed our new tv, said REFURBISHED. They sent us a refurbished used tv. I am soo pissed. I've called and they have a case and are supposed to call me back with my options, but I told them I am NOT accepting a refurbished tv. If I wanted a refurbished tv I would have boughten one at a pawn shop or something, but I did everything correctly as a consumer, i bought my warranties, i was patient when the dang thing was only supposed to take 7-10 days and took almost 3mths. Now they are telling me that they are just gonna keep sending me refurbished tvs because in the warranty it says they can do that.

Well when i called the first time to tell them our speaker went out the guy said " Oh well we are gonna send you a BRAND NEW TV, the same one you have" and now they are telling me they are gonna give me someone else's piece of **** that they supposively fixed and the one delievered yesterday was scratched up and looked horrible. We refused it and they took it back. What on earth can i do? Can I still take it back to walmart, we don't have the box anymore, I'm so tired of sitting around waiting on someone to fix this...........What can I do? Am I so wrong that I don't want a refurbished tv? I didn't buy a brand new one for it to be swapped with a used one. Its not my fault the speaker went out, what can i do? please help

How can I find info to contact the big people in charge at Philips?

Answer 1

I would look at the warranty that came with the tv and see what it says about replacement parts and exchanges etc...
common is the statement they "can at there discretion use used parts or send a replacement" or words to that affect.
I would also contact the repair/warranty number and ask for a supervisor or look on website for it and file a complaint.
if the company is dragging its feet and making you wait for excessive long periods than they could be in violation of warranty.
i would also write a letter (sent recorded delivery) to the companys customer service, and head honchos.
be nice and state your case and what has happened etc..
sometimes it pays to goto the top:)

Answer 2

If your local TV station has a consumer reporter, you might get them to do a story on this, otherwise, I'd contact your state's attorney general-they work on cases like this one where it sounds like they do not want to work with the buyer.