Polaroid customer service terrible

[wildroze25]

I bought an FLM 373B 37" LCD flat panel television that died 11 months after purchase. Fortunately, according to other horror stories I've now read, it died within the warranty period. My experience in trying to get satisfaction under warranty, though, has been a nightmare. When I filed the claim, they told me they'd ship the replacement part with instructions on who to call to repair the TV. But, the part was on back order. After waiting more than 2 weeks, we received the part and called to make a repair appointment. Another 2 weeks to wait before the technician could come. She came as scheduled, replaced the part, but the TV still didn't work so she initiated the process for Polaroid to replace my TV. I was told to fax in a copy of my sales receipt, which I did the same day. I called Polaroid customer service the next day to make sure they got my fax. They had, and said a replacement would ship in 7 to 10 days. After 10 days and no TV, I called again and was told the replacement TV was on back order. I've continued to call since then and been told that an email would be sent up the chain to escalate my claim. Nothing happened. The TV wasn't shipped in 7 to 10 days, the phone call I was promised didn't happen, I've received no response to my written complaint sent to their GVP of customer relations in their corporate office. I called again today and asked to speak to the highest ranking customer service manager on duty. He could tell me nothing different than I'd been told before, just that he'd send an email to his manager. When I asked for his manager's name I was told I couldn't have that information due to privacy laws. I've filed a complaint with the Boston Better Business Bureau since none of their promises have been kept. The CS manager tonight told me that if I hired a lawyer that it would just really delay my claim. Sounds like a threat to trash my claim if I do get a lawyer.

This company has the absolute worst warranty service of any other I've ever dealt with. Do not buy a Polaroid TV!!!

[wildroze25]

I filed a complaint with the Better Business Bureau in Massachusetts, Polaroid's corporate office home state, and they shipped a replacement TV to me 2 days after they received the complaint. At least the BBB does get their attention.