1 Jan, 2018 → by ClaimboUser696896
gpx 40″ led 1080p hdtv with built-in dvd player, hdmi cable and 2 year warranty – unethical behaviour

1

Hello I hope all is well. I purchased in February 2017 from HSN.COM the above mentioned 40" TV with built-in DVD player as a birthday gift for my mother. In May 2017 one of the connectors from the back of the television came off. The television came with a 2 year warranty. I called the warranty department and was told to follow steps, take photos and email them to Good Bay Product Info . I did so and was told my television would be replaced with model TDE4255B as a replacement unit. I was advised by Good Bay to send the original television to Good Bay Product Info with the provided shipping label and I did that. I then received a call from Good Bay products stating the TV had been received and was damaged by UPS and Good Bay products would not be replacing or repairing the television and that I'd have to submit a claim with UPS. I've submitted the claim with UPS as of today 10/18/17. I'm reaching out to HSN for some assistance since I did purchase this product from HSN it seems unfair that I am getting the run around with the warranty company and it seems unethical that I would have to contact UPS and submit a claim as I feel this should've been handled by the warranty company. To me it is the responsibility of Good Bay Products to replace my television and they be the ones to fight with UPS to pay them for the damaged television that was damaged more than originally during transit to Good Bay Products. Below are several email communications between myself and Good Bay Products explaining this situation. HSN is there anything you can do to help rectify this terrible incident? Hello I’ve contacted UPS per the instructions below, UPS has stated they will come to the Good Bay location the package was delivered to, to do an inspection of the package and TV. They will make only 3 attempts to view the damaged package. Please be sure this viewing gets completed as it will determine my claim is paid by UPS. I’m told by UPS that Good bay products will need to inform me of the UPS decision to pay for my TV since Good bay was the sender or the label and the receiver of the package UPS will be in contact with your company. I trust you will make a serous effort to get this resolved in a timely manner on behalf of my troubles and inconvenience Sophronia Gilbert [protected] Sophie Gilbert On Oct 19, 2017, at 1:06 AM, Good Bay Product Info wrote: Hi Sophronia, We are sorry about the situation. Kindly contact UPS at the earliest before the window (UPS time frame) to claim for damages gets over. You may initiate a Damaged Package Claims Process with UPS to ensure that you are within the UPS time frame of reporting damaged package. You can contact UPS at [protected], then say "Tracking, " then say your tracking number 1Z7594X79098751916 and listen for instructions. Please visit the link listed below if you wish to file a claim for damaged package online. https://wwwapps.ups.com/webClaims/create?loc=en_US&report_type=1 Claims: UPS wwwapps.ups.com Report your package lost or damaged, or that a collect on delivery payment wasn’t received. You can also learn how to check the status of a claim. The link listed below will help you with detailed information about UPS Damaged Package Claims Process. https://www.ups.com/us/en/help-center/delivery-issues/damaged-package.page Damaged Package Claims Process: UPS www.ups.com Damage to a package can be reported by a shipper, recipient, or by UPS. Supporting Documents. We have escalated the case for pictures of the TV showing damaged section, label & box to be sent to your email. The standard time frame is two to three business days, but we will try to send the details at the earliest. Thanks, Jacob From: Sophronia Gilbert [mailto:[protected]@onesky.com] Sent: Wednesday, October 18, 2017 8:51 PM To: Good Bay Product Info Subject: RE: [protected] - Defective - TDE4074v1738-01 May I get some assistance in writing regarding the status of my claim? I received a phone call stating the TV was received and had been damaged in transit by UPS. I was told by one of your representatives that my TV would not be repaired/replaced under the purchased warranty and I was told I would receive this conclusion in writing with instructions on how to contact UPS. I need help from Good Bay Products with rectifying this situation with UPS how do I submit a claim to UPS? Can you provide me with any package label details that I can provide to UPS to investigate the package was damaged during transit? Was the shipping label provided by Good Bay Product a label that would state the package was Fragile and should be handled with care? From: Good Bay Product Info [mailto:gb.[protected]@dpiinc.com] Sent: Wednesday, August 16, 2017 12:28 PM To: Sophronia Gilbert Subject: Re: [protected] - Defective - TDE4074v1738-01 Hi Sophronia, We have placed a request with our service team to resend the shipping label. We will get a response within two to three business days, and will call you to inform the update. Thanks, Jacob ________________________________________ From: Sophronia Gilbert Sent: Monday, August 14, 2017 4:22 PM To: Good Bay Product Info Cc: Product Information; Parts Info Subject: RE: [protected] - Defective - TDE4074v1738-01 Hello, I hope all is well. Is it possible to have another shipping label sent to me via email? I was unable to ship back and return the defective product, shortly after I received the attached shipping label I sent to work in Texas and just returned on 8/11/17. Please let me know what I need to do to get the defective product to you and have the new product sent to me? My apologies for not getting the defective product back, my work duties have consumed all of my time. Thank you for your help, Sophronia Gilbert [protected] -----Original Message----- From: Good Bay Product Info [mailto:gb.[protected]@dpiinc.com] Sent: Monday, June 26, 2017 12:16 PM To: Sophronia Gilbert Subject: RE: [protected] - Defective - TDE4074v1738-01 Hi, Thank you for writing back. Thanks for the address. I have escalated this case to my concerned team to check if we have can send a shipping label to you. Please allow 2-3 business days for an update. Thank you, Stephen -----Original Message----- From: Sophronia Gilbert [mailto:[protected]@onesky.com] Sent: Monday, June 26, 2017 7:49 PM Cc: Product Information ; Parts Info Subject: RE: [protected] - Defective - TDE4074v1738-01 -----Original Message----- From: Sophronia Gilbert Sent: Monday, June 26, 2017 10:19 AM To: 'Good Bay Product Info' Subject: RE: [protected] - Defective - TDE4074v1738-01 Hello, My physical address is 17900 Neff Road, Cleveland, OH 44119. If possible please send me shipping details along with a return address to ship the defective product back to. Sophronia Gilbert 216.287.1939 -----Original Message----- From: Good Bay Product Info [mailto:gb.[protected]@dpiinc.com] Sent: Friday, June 16, 2017 11:35 AM To: Sophronia Gilbert Subject: RE: [protected] - Defective - TDE4074v1738-01 Hi Sophronia, Thank you for writing back to us. We will replace this device for you at free of cost but you would need to send the defective unit to our warehouse by bearing one way shipping charges. Once we receive the unit, it will take 7-10 business days for us to replace the unit. You will receive TDE4255B as a replacement unit. Please help me with your physical address if you would like to do replacement so that I will assist you further. Regards, Joshua -----Original Message----- From: Sophronia Gilbert [mailto:[protected]@onesky.com] Sent: Thursday, June 15, 2017 6:57 AM To: Good Bay Product Info Cc: Product Information ; Parts Info Subject: [protected] - Defective - TDE4074v1738-01 Hello Per Frank operator# 3353 I'm attaching the requested photos of my TV and receipt of purchase from HSN showing this purchase came with a 2 year warranty. Please see attached photos as requested of the defective TV showing the main port connector has come completely out of this unit. Please advise if this is covered under the one year manufacturers warranty as well as the 2year warranty that came with the purchase? Sophronia Gilbert [protected]
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