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Wal-Mart Complaint - Dangerous product and poor resolution from Walmart - complaint
Wal-Mart Complaint

Wal-Mart Complaint

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Dangerous product and poor resolution from Walmart - complaint


We purchased a 19" tv/dvd combo made by Emerson from Walmart in Conover NC on 10-8-13 as a birthday present for my dad. We plugged it in to the outlet and cable line and he really loved it- the picture, easy utility, and simple remote. However, I began noticing interference with our DSL/Cable/phone line pretty soon after. I would lose our signal for periods of time that didn't seem congruent with inclement weather or service area outages. When I called Charter to come out and "fix" the issue, the tech found back-feeding of power coming off the tv. He had this hand-held monitor that went crazy when he held it near the tv, and when he went to unplug the tv, at my request, he got a slight electric shock from it. He told me that if the tv had been framed in metal rather than plastic, we would have likely been shocked simply using it. He told me that I should immediately return this 'two-prong' tv to Walmart but that I should be prepared for them to resist returning it as it was now 10-25-13, a mere 17 days after the sale. While I didn't have my receipt, my son had the transaction to Walmart- for just the tv- on his iphone which he easily pulled up and that clearly indicated the sale. When we went to the Conover Walmart, the sales associate was able to find the actual transaction and receipt on the computer based on the information from my son's bank statement and my son verified which register he had used when purchasing the gift. This clerk informed us that he had found the receipt, and that we could exchange the tv for another but that was all he could do; he said that he was only making this effort because someone 'got shocked' since it had been over 15 days. He told us to go find another tv; I hesitated, and informed him that likely we would not find another tv as there is a very limited selection in this store and since I am uneasy buying another of the same, 2-prong tv. I asked him what would be the situation if we did not find a tv to exchange. He frowned, and said, 'well, I guess I will have to give you a gift card but that is all I can do..." No apology; no asking if the cable-guy was injured. Nothing. So, we went to look around the electronics and the clerk in that department- who we did not fill in on our experience- was not particularly helpful in finding a 3-prong set. In fact, when we thought we may have found an adequate replacement set and asked about the cord and the 2 versus 3 prong cord, he said 'oh, I don't know.' He never opened the box or even offered. He encouraged, suggested, and endorsed that we go to Walmart.com as they 'have more stuff than we do'. We went back to the service desk feeling like naughty children that failed in what we had been told to do; the clerk who waited on us had been observing our interaction with the first customer service clerk, went over to him and they put their heads together, almost whispering, about what to do next. They printed out the receipt and had my son sign it. Again, no apologies, no small talk, no courteous exchange. When my son got his copy of the receipt he was given fifty dollars less than his initial purchase without any explanation. When I saw his sad face, I said 'why was that? It cost $158 plus tax....' The clerk quickly said that it was now on sale so all we are able to be refunded in store credit is the sale price of less than $120. Why is this the case? They found the receipt- which generally I keep such things- but certainly when there is an issue of a dangerous, damaged product that could have resulted in an injury which would have cost far more, this should be duly compensated. I am a fairly regular Walmart shopper, but I will NEVER buy electronics here again. I don't begrudge cranky or rude sales staff as I am sure working in public retail is not very pleasant most of the time, however, we were very polite and were made to feel like we were trying to pull something over on this company. I will give Walmart credit- their staff certainly take a vehement approach to giving exchanges or refunds that old Sam Walton would likely be proud of, but it is extremely poor business and I am very displeased. This dangerous product was never opened or examined, simply tossed on the floor. I have wondered if I should go to this Walmart and see if they put it back on the shelf at a discount or something. Very sad and scary experience. I am dubious that Walmart would ever see this or any such complaint, but I am glad to have the opportunity to warn other shoppers and encourage them to buy their electronics elsewhere. Money comes too hard to lose fifty bucks on a crappy tv that now we cannot replace. Terri Mitchell


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