Extremely poor customer service leads to lost loyalty. In 2020, I purchased a 55-inch television from a retailer in Rockville Center, NY. It functioned well until recently. In early December, just before my 5-year, $400 extended warranty was set to expire, I attempted to schedule a service appointment due to a line appearing at the top of the screen. I called multiple times, and each time I was assured I would receive a callback with an appointment date, which never happened. Eventually, I was given an appointment three weeks later for January 6, but it was for the incorrect TV. The technician then informed me that I had no service contract, and simply walked away without any concern. After calling back several times, I was unjustly accused of causing “impact damage” to the TV, which was completely untrue, as the TV was mounted securely on a stand in my living room without any visible damage. After this frustrating appointment, I called again and was promised a one-time courtesy service call, with a representative named Robin supposed to contact me. Naturally, I never received that call. When I reached out to corporate, the response was dismissive and unhelpful. I felt like they had no interest in assisting me. I tried again to get in touch with Robin, but the representative I spoke to was unhelpful and made false promises about a callback. After waiting a week with no response from the retailer regarding service, it became clear that their strategy is to ignore customers and hope they give up. Now that my warranty has expired, I am forced to purchase a new television. It’s clear where I won’t be buying my next TV. This retailer has lost a loyal customer of over 30 years, as I used to purchase everything there. After my experience, I will never return.
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PC Richard & Son, commonly known as simply PC Richard, is the largest chain of private, family-owned appliance, television, electronics, and mattress stores in the United States.
