I really don't like to grumble and roar too much, but this issue has me wanting to stick my head out the window and scream "I'm mad as hell, and I'm not going to take it anymore" as Howard Beale spieled out in the movie, Network. And like his character, I'd like others to join me!!
I have experienced electronic device malfunction overload these past few weeks. I realize that nothing works perfect all of the time, ya-da, ya-da, ya-da. But after spending hours, yes HOURS, on the phone talking to different customer service representatives, and researching user blogs on CNET, this is what I discovered: Companies are selling us items that they know have issues and don't work the way the customer would expect them too. Really???!!!!!
First, let's start with my smart phone purchase in October. I decided to go with Virgin Mobile because I believed I really liked the way Sir Richard Branson runs his company. I purchased and HTC Evo Android which came with lot's of great features that I never imagined. But within a few days, I kept getting an SMS Radio Transmission Error message, that meant I was not able to transmit my texts. I called customer service and talked to a nice gentleman from the Philippines. He had me go through several renditions of changing the program settings and taking out the battery. I still was not seeing the 3G network, and kept telling the customer service representative that his "fix" was not working. He proceeded to politely tell me he had done all he could do and hang up.
A few days later I talked to another customer service representative. He reiterated that the problem was not with the Virgin Mobile network (they use Sprint so I knew this to be true because my daughter's Sprint phone was working fine), but with the HTC manufacturer. He stated that the programming problem with the phone was supposed to be fixed by HTC by November 14th. The problem still persists. So I called and asked if I could possibly exchange my phone for a different phone model. I was told that since the 30 days warranty expired, I could not exchange to phone for a different phone model, but could see if another of the same model might not have the same programming issue. I had purchased extended warranty on the phone, but was told that it only was good for exchanging the same phone model. I stated that I did not want to continue to exchange the phone to only have the same problem.
(Meanwhile, I had checked the internet and talked to other people and found that his has been a common problem with this phone manufacturer for at least the past year). The customer service person said he would gladly exchange my phone for one that had been tested. And reiterated that I could not update my phone and that the problem was with HTC, not Virgin Mobile. I politely, yet firmly explained that although I understood it was a manufacturer problem, that I purchased the telephone from Virgin Mobile who sold the phone to me when they knew of the problem. And although according to Virgin's contract, they were meeting their "legal" obligation to me, I explained that they were morally obligated to let me change the phone. (Do I really have to take this to small claims?). I was told that my only choice is to exchange the same phone model.
Now, then there is my Samsung blu-ray player. It needed to be re-set to connect to the wi-fi after having worked fine for several weeks. I kept getting a connection error. I contacted my internet provider in accordance with the error message, but they said my internet connection was fine. (This was true because my laptop was working). I then called the Samsung support center. After explaining the problem and running different tests, the customer service representative stated that the problem had to be with my internet service. I explained that I had three other devices attached to my internet with not problem. She re-affirmed that the message I was receiving HAD to be caused by an internet service provider error.
So I check out CNET and low and behold: The Samsung blu-ray players that have been sold as wi-fi ready for the past two years have all had connectivity issues. One tech person stated that they use a substandard ethernet card in their devices. So why are they still selling these devices that don't work? Because they are relatively inexpensive trinkets made in China. And we buy them.
I bought a Toshiba VCR in 1985 for about $289.00. It was made in Japan. It worked until 2009. Is it too much to ask to have an item at least meet a minimum quality standard at least when you bring it home? I realize that it would have been prudent for me to research these items further before my purchase. But it used to be that a brand name meant something. I would much prefer to spend up to 200% more than get the run around and spend the time and effort trying to get something to work that wasn't built to work in the first place.
But what about the rest of you? Are you willing to spend more to get quality? I am willing to spend more especially if they product is made in America. Meanwhile, keep taking those items that don't work back and demand refunds. Send letters to manufacturers and insist that they only sell items that work. If we put out dollars where our mouths are, they will get it. But we have to do our part.
And that's Penny's two cents.
