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New Member
Posts: 4
Registered: ‎04-08-2020
Accepted Solution

defective product

[ Edited ]

In December of 2018, a Sylvania brand portable Blu-ray DVD player was purchased for me (for Christmas) from the Best Buy store in Greenfield, Wisconsin. I had been looking for a portable Blu-ray player for some time, primarily for use during air travel. I asked for the specific player for two reasons; it was a Blu-ray player and it was a Sylvania brand product. I had been using a regular DVD player for some time and I wanted to upgrade, and having purchased other Sylvania products in the past, I know that they produce high quality products. The Blu-ray DVD player was primarily for use during air travel, so even though I received the gift in December, I did not have the opportunity to use it until the following June. The first time I used the Blu-ray player, I noticed that it was not functioning properly. The display was faulty, the colors were washed out while playing DVD movies, and the display was clearly not high definition. I played several different discs in the player just to make sure that the problem was not with any one particular disc, and each disc that I put in the player failed to play properly. We went to Best Buy with the defective player. They informed us that they had a 30-day return policy and while we were outside the parameters of their policy, they assured us that Sylvania had a one-year warranty on their products. We then contacted Sylvania and after a few phone conversations we were directed to a subsidiary or sub-division of the company to deal with the problem. No one ever disputed the one-year warranty on the product or informed us that they would not assist us with resolving the problem. Our Communications with Sylvania then changed to email correspondence (their case file {removed per forum guidelines} where we were directed to email photos of the purchase receipts, photos of the product from all different angles, descriptions of the problem with the product, and even a video clip of the problem with the DVD player's playback. After a few e-mails back and forth and eventually complying with the request for information/photos/video and emailing the information back, we received an email in broken English saying: “Please be advised that units such as portable DVD player have only 90 days of warranty period. From the information you have provided, your unit is beyond the manufacturer’s warranty period. Thank you. Regards, Benz {removed per forum guidelines} Customer Support Curtis International Ltd.” WHAT ?!? When Sylvania was contacted, we explained the problem to them including the purchase date and no one in any way, shape, or form expressed any reluctance to help us resolve the situation, or that we were beyond a warranty date (because we weren’t). When our communications changed to e-mail correspondence and I was asked for pictures, video, and details of the defect, no one said anything about the original one-year warranty not being valid. As this situation developed, I was puzzled as to why I was dealing with Curtis International. We bought a SYLVANIA Blu-ray DVD player. Why am I dealing with representatives for some unknown manufacturer named Curtis International? I did not buy a Curtis product. I would not buy an electronics item from an unknown company name Curtis, why am I dealing with someone who is describing themselves as being with Curtis International? Was this product I purchased from Best Buy misrepresented as a SYLVANIA product when it actually isn’t? I bought a SYLVANIA product, but I have found THE EXACT SAME PRODUCT on line and in an area mall (for a much lower price), which makes me doubt that the product was manufactured by SYLVANIA. There are MANY reasons why I am upset about this situation, and MANY other reasons why I would NOT have purchased this product if I would have known all of the facts surrounding it before I purchased it, but those are for another time. My concern is: what is going to be done about this situation? I do not believe it is fair or proper to have to take a 150.00 dollar hit for purchasing a (defective) product in good faith, then finding out that the product may have been sold under false pretenses and that the warranty from the company that sold it under their name (but may not have manufactured it) is not being honored. If I am ignored or disregarded, that will weigh heavily in any future purchases I make from any retailer / manufacturer / company involved in this situation. There is some kind of disconnect with Sylvania regarding this situation. You are selling their products, I would hope you could at least contact them and the very least get them to honor their warranty. Their failure to honor their warranty should not create problems for you. I, as a slighted consumer, am hoping for the best from you. Thank You. – R. {removed per forum guidelines}

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Best Buy Employee
Posts: 1,747
Registered: ‎01-09-2015

Re: defective product

Sylvania, as the original company around for decades, has not existed since 1981. At that time, the company’s assets were broken apart and sold. The German company Osram owns the trademark and makes the bulbs for instance.

Curtis owns the rights to sell and manufacture electronic goods under the Sylvania name. They are as close to “Sylvania” that exists now. They were most certainly the right company. At a quick glance, some of their machine are 1 year parts and labor while others are listed as 90 days. This will likely come down to which model you own. Can you provide that information? Even with that said, if the item was purchased in 2018, it would be nearly 5 months outside of a 1 year manufacturer’s warranty.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 4
Registered: ‎04-08-2020

Re: defective product

 

The model number for the Sylvania Blu Ray DVD player is SDVD1187.  I also have the serial number if needed, 

 

I must say, I WOULD NOT have bought or requested this DVD player if I knew it was NOT a Sylvania quality manufactured product. I would only buy electronics from a big name company that I know manufactures quality merchandise. I never heard of Curtis and would not buy an electronics product from a no-name company like Curtis. I feel as though I have been victimized with the old  "bait and switch" scam, sell a substandard product under a big name to deceive the consumer (Not blaming Best Buy for this).

 

More disturbing is the FACT that the EXACT SAME blu-ray DVD player is being sold under the company name BlackWeb for a regular price of HALF of what I paid for it on sale under the name of Sylvania at Best Buy. Not similar, the EXACT SAME PRODUCT made from the same source company. Not only is this Curtis Company selling their product under a big name company's name to deceive consumers, they are also doing it to sell their junk at an inflated price.

 

  When we started the return process for the defective product, it was MONTHS before the one year warranty that we were advised by Best Buy that this product had, would have expired.

 

I do not feel that I should have to take a 150 dollar hit for buying a defective product that I would have never bought if it was not misrepresented at the time of purchase.  There is no question that 1. I bought the product from Best Buy. 2. It was defective at the time of purchase.  I now have a useless product through no fault of my own and I don't think that after many years of being a loyal customer that it is unreasonable to expect some assistance in this matter. 

 

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Best Buy Employee
Posts: 1,747
Registered: ‎01-09-2015

Re: defective product

Sylania as a brand is in the same class as Curtis, GPX, Ematic, etc.  I would no longer consider them to be a big name company.  Other brands that are no longer the original name:  Sharp, Toshiba, RCA, Philips, Magnavox.  I could go on, but basically there are no name brands that make portable DVD players.  I would assume there is also no money to be made at this point.  I bought one when I traveled extensively in 2003, a Panasonic that cost me $1000.  These newer units seem to have a lot less problems and retail for a lot cheaper.  

 

I cannot speak to who makes BlackWeb,  if it doesn't show "Made by Curtis International" on the box I would not automatically assume they are one in the same.  All products manufacturered under the Sylvania name will contain that information in the included literature, along with how to contact them for assistance.  Typically you can buy off the shelf plans to build you own, and find ways of cutting costs by using inferior parts.  

 

While it does appear this particular Sylvania player is no longer available due to model change out, I did find the product page on BestBuy.com.  The information that Sylvania support provided is correct, that particular model does come with a 90 day parts and labor only manufacturer's warranty.  You can see that under the specifications section here:  https://www.bestbuy.com/site/sylvania-11-4-portable-blu-ray-player-black/6251980.p?skuId=6251980  The warranty information should have been readily available at the time of purchase too, both on the printed literature and box that come with the player as well as on the product tag within the store.  

 

As the retailer, Best Buy offers our return/exchange period to allow for returns on defective out of box items, items you change your mind on, etc.  Outside of that window, the responsibility jumps to the Manufacturer for the Manufacturer's Warranty.  Once outside of that, due to labor costs it would most likely not be cost effective to repair.  

 

Best Buy would most likely not be able to intercede in a Customer/Manufacturer matter in this instance.  We do not provide repair/replacement support under Sylvania manufacturer's warranty nor do we have out of warranty support.  Items covered by the return/exchange period are exchanged.  Best Buy offers our Geek Squad Protection Plan with Accidental Damage coverage in a number of lengths.  This allows us to repair or replace the unit outside of the return period and add coverage against drops and spills to boot.  

 

 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Registered: ‎10-19-2017

Re: defective product

Hello, @rikrobo

 

We wanted to take a moment to send you over a post we’ve recently made which may answer your question. 

 

If after reading you still need assistance, please follow the steps found in the link below. 

 

An Update from the Moderators

 

Best, 

Faith|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-08-2020

Re: defective product

 

 I received a defective product that was defective the day I bought it. I would NOT have bought it if the product had not been misrepresented with the Sylvania name, when it is a name being used by a lower quality company. Sony makes a portable blu-ray player, if Best Buy sold it, I would have gone with that instead. BOTTOM LINE IS: Are you going to offer some form of relief for taking me unfirly this 150 dollar hit, or are you going to lose a customer that has spent many thousands of dollars at your stores over many years?

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Best Buy Employee
Posts: 1,747
Registered: ‎01-09-2015

Re: defective product

If it was defective the day you bought it, a simple exchange could have been performed during the return period.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 4
Registered: ‎04-08-2020

Re: defective product

You answered a post you may not have even read. I got it for Christmas, I did not have a reason to use it until some months later, after your return policy was over. That doesn't change the FACT that it was defective the day It was bought. What ever happened to customer service? What ever happened to the customer is right? I have a useles 150 dollar hunk of defective junk that was sold to me, and no one is standing behind the hunk of junk - not the manufacturer and not the seller. Loyalty is a two way street. I was a loyal customer for many years, it you want that to continue, you won't leave me hanging.  

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Registered: ‎10-10-2012

Re: defective product

Hello, rikrobo,

 

No one wants to find out down the road that they can’t get support on a product that ends up being defective.  I can certainly understand why you’d be upset.

 

Just like you, Best Buy expects the manufacturer to provide us a quality product to sell to our customers.  We stand behind those products by offering our Return & Exchange Promise, by offering service or replacement under the manufacturer warranty where possible, and by offering our Geek Squad Protection (GSP) on most products.

 

If a GSP is not purchased, and the product is no longer within our return/exchange period, it would fall to the manufacturer to provide coverage under their warranty.  We would not be able to accommodate a request to intervene with a manufacturer or offer replacement unless the manufacturer has approved it.

 

I apologize, but jdogg836 is correct, you would need to continue to work with the manufacturer with this product.  This is why his post was marked as the solution.

Bill|Senior Social Media Specialist | Best Buy® Corporate
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