ShopNBC Demands Money For Broken TV

Listen to ShopNBC calling the McKenzie’s house and leaving a series of threatening messages at all times of day and night.

The McKenzies ordered two TVs from ShopNBC three months ago. The boxes arrived damaged and the family sent them back for a warranty replacement, which has yet to materialize. As such, the McKenzies haven’t paid for the tv sets.

From the way the callers sound, it seems like the The McKenzies needn’t fear their bill going to collections. From the way these callers behave, it sounds like they’re already there.

In the final call, the manager slips up and says what sounds like, “Echelon Enterprises” instead of ShopNBC. Wonder if they’re allowed to do that? Wonder if they’re allowed to molest ShopNBC’s customers?

Even if you think the McKenzies need to pay up, ShopNBC’s disavowal of any responsibility for the TV displays contempt for basic customer service. Worse, their calling pattern is harassing, perhaps even illegal. — BEN POPKEN

Nathan’s letter, pictures and more call examples (with transcript) are inside…


Nathan McKenzie writes:

    “They have been calling us for what, 2 months now? What have we done ShopNBC besides trying to get our product?

    You kept saying on the night that these 2 TVs (Tatung 37″ and 32″ LCD) how great your customer support was, yet you keep harassing us and calling us every single day trying to get our money when we haven’t received our product!

    Yell at us how you’re going to turn us over to the agency to sue us. I feel weak in the knees already. Waking up our family when we’re sleeping, interrupted our peace, but most of all made us want to break our phone are not cool things to do.

    You tell us we need to figure out the situation time and time again. We’ve tried this, yet the only thing we get is “Your TV is being shipped, NOW PAY US!”. Well, all I have to say is it’s getting tiring, and we’ve finally decided to do something about it. If you want to harass us, we can play the same game you guys seem to love doing.

    Sincerely,

    Nathan & David McKenzie
    logite2005@gmail.com”

Listen to more of the calls in this one.

TRANSCRIPT:

David: Okay now, because of uh problems that I’ve had in the past with some of you, I the-the conversation will be recorded.
Employee: Okay.
David: And, uh, because I get discrepancies between everybody I tt-alk to-
Employee:Well, you uh-
David: Okay, go ahead- now pardon me?
Employee: I’ll be as accurate as possible. Um, I’m calling about the TV wall mount and the two TVs.
David: Okay I got the, when I made, I got the uh, I have the wal-mart, and, I mean the wal-mart- the wall mount, and the- I only got one of the TVs.One came damaged and it was returned, and every time that I called I got a different story and so after the fifth time that I called, then I cancelled the uh the credit card so that no payment could be taken out until the matter could be resolved because I kept getting the runaround.
Employee: Okay, so these tvs were ordered and shipped to you last month, and you were dealing with the manufacturer, I presume?
David: I did everything that they told me to do and I have the-
Employee: It was between you and the manufacturer that had that resolved, right?
David: No, it’s- I bought it from you.
Employee:Okay, so if you bought a car and it broke down and you took it to the dealership, you’d stop paying the bank your payments?
David: Uh, yes if I thought that I could, yes. Well, I guess basically I’m telling you there will be no payment until I get the TV.
Employee: unable to decipher I don’t understand your stance on this.
David: Well I don’t understand yours, so-
Employee: The thing is right now, you have to pay for it still- you just can’t buy something and stop paying because it was defective. We’ll work with you on that, but if you still have the merchandise and it’s being fixed, and you know they’re doing what they’re doing and you’re you’re sending it back, you’re working with them-so everything’s you know-
David: Okay, well I, basically I guess I, it doesn’t matter what you tell me, basically there will be no more payment until until I get the complete order that I agreed to pay for.
Employee: Sir, but one of the TVs that worked properly you sent it back to the manufacturer to get fixed
David: No, I, what I said, NBC had had me- they’re they’re the ones that sent UPS out to pick it up.
Employee: Okay. So you’re not going to pay for it?
David: No, not until I get the TV. Nor would you.
Employee: No, I would-
David: No you, no you wouldn’t.
Employee: I bought something from Best Buy on my credit card, with uh it broke, I took it back. I didn’t stop paying for it.
David: But if they, if every time you went into Best Buy and you went in five times and nothing was, nothing was done about the situation, why then, I-I think you would. But that’s b- ( employee interjects, unable to hear what he’s saying) that’s beside the point. I’m I’m not., so. You’re not me, I’m not you. So there will- I’m just stating, that there will be no payment until I get the complete order that I- that I was to be paid- that I was to pay for.
Employee: Okay, well I can’t stop ? from going to a collection agency.
David: Well that’s fine, that’s fine.
Employee: Okay, I’ll mark you down as refusal.
David: OKay.
Employee: Good day, David.
David: Alright, you’re welcome.
***
Employee 2: …never arrived?
David: You, you check back. There’s a process going in and, you check back. And and and see what the situation is, then get back with me, okay?
Employee 2: What’s the situation?
David: You check it out.
Employee 2:No, it’s your job to tell me.
David: No, I I’m telling you. It- I we already have, there’s a process in in going. I get the runaround, you check it out, get back with me we’ll settle this-
Employee 2: I don’t know about it.
David: Well then you find out.
Employee 2: From whom?
David: From your company, from your company.
Employee: Well there’s nothing in the computer.
David: Well then I can’t help you.
Employee 2: indecipherable We’ll go to a collection agency and you’ll be responsible for this-
David: Well that’s fine, that’s fine.
Employee 2: Good day, David.
**
David: beginning of sentence cut off -this conversation will be recorded, alright?
Female Employee: I’m not accepting that.
David: Okay then. I can’t, I can’t talk to you.
Female Employee: Why not?
David: Because-
FE: Because why? You owe…
David: Because all of the discrepancies. The conversation is being recorded.
FE: I told you I am not accepting it. Did you hear that? I am not accepting it.
David: Okay, well then don’t talk to me.
FE: Yes I am.
David: Well then it will be recorded. I’ve already-I’ve already- I’ve already given you the warning, the conversation is being recorded. If you do not wish to be recorded then hang up.
FE: No. You need to tell me what the problem is here, sir.
David: I have already talk to somebody about-about it.
FE: You never told us exactly-
David: Yes, I told you exactly- I I told-
FE:And I want to remind you if this is being recorded I am not-I do not accept it.
David: It doesn’t matter, then hang up.
FE: No.
David: Okay, well then it’s going-it’s-you have been told, you have been told that the conversation is being recorded. Now if you don’t want it to be recorded, you can hang up.
FE: No. (Continues protesting in the background)
David: You don’t have the choice, m’am. All I have to do, all I have to do is tell you.
FE: -you, would you like to speak to my supervisor?
David: Sure, sure I would.
FE: Sure, hold on please.
Supervisor: Can I help you?
David: Great, go ahead.
Sup: Can I help you?
David: Uh uh I don’t know, can you? I I’m supposed to be talking to a supervisor, so so you talk to me.
Sup: I’m the manager, Elizabeth. How can I help you?
David: I don’t, the lady said she’s going to turn, wouldn’t talk to me because I’m recording the conversation and she said, “Do you want to talk to my supervisor?” so, so you talk to her and ask her what it was about.
Sup: Okay, you’re David McKenzie?
David: Yes, yes I am.
Sup: Okay, so how can I help you?
David: You called me.
Sup: This is regarding your ShopNBC account?
David: I d-you called me.
Sup: This is regarding your ShopNBC, your 32 inch high-def television.
David: Correct.
Sup: It was shipped to you back on Au-October 16th and you have a payment due of $316 dollars and 56 cents on which your card declined.
David: Right, and as I told the gentleman, uh, this morning that has already discussed the account with me, that the order has not been completed, the order was damaged, it was sent back, and I have not, at this point, the contract with you has not been completed because I do not have the 32 inch TV. And no payment will be made until I get the TV.
Sup:-the TV.
David: Huh?
Sup: Who received the TV? Because it was delivered and…
David: And it was sent back- Well m’am, see this is the problem that I have.
Sup: Sent back when?
David: About a month ago. Eleven, I mean Ten/Twenty-six. Uh I have, I have, I have the tracking number the whole works, but I-
Sup: What’s the tracking number?
David: I’m not going to keep giving it to you guys. I’ve already-
Sup: You’ve never given it to me.
David: Well-
Sup: You’ve never given it to anybody.
David: Well okay I’m not going to give it to thirty people that call me.
Sup: (tries to interject)
David: Do you realize you’re the thirteenth person that I have talked to or that they have tried and I keep telling them the same thing.
Sup: So are you going to provide me with the tracking number?
David: No, no I am not-
Sup: Then I can’t help you sir.
David: Okay, well then-
Sup: Then your account will go to the collection agency-
David: That’s right, that’s what the, that’s what the other gentleman told me and I’ll tell you the same-
Sup: …we don’t need to continue the conversation, correct sir?
David: Pardon me?
Sup: If you’re okay with that then there’s no reason to continue the conversation, correct?
David: It’s up to you, you’re the one that’s calling me-
Sup: Well you’re the one not paying your bill.
David: That’s correct. I’m not paying it because-because you have not completed the order. That’s why it isn’t being paid for.
Sup: So what we’ll do then-
David: Yes m’am…
Sup:-we’ll note your refusal to pay-
David: Yes, and the other gentleman said the same thing, you go ahead and give it-
Sup: Okay, you have a great night.
David: Oh good, thank you very much.
***
David: Hello?
Woman: Hi, is this a- uh, is this David McKenzie?
David: Yes it is.
Woman: Hi, this is Elizabeth Conklan. I’m the manager at National Enter-atShopNBC credit card processing.
David: Uh-huh.
Woman: You put in a request in regards to stating with the tracking number-that an invoice, item was returned the TV, the 32 inch HD TV?
David:Yes.
Woman: Okay, um we tracked your package and we spoke with Viscom and they- off the tracking number that you gave us, the item was received, however the merchandise was then shipped back to you on November third. Because you’re in the process of getting a replacement from Viscom.
David: I have never received nothing.
Woman: You’re gonna have to get in touch with Viscom, because according to them-
David: Well then I will not pay it. No I-okay-
Woman: Then we’ll send you to collections and recommend you be sued, David.
David: M’am, you’ve already threatened me-
Woman: So you don’t care?
David: No no.
Woman: Well I’ll tell you what, I’m not even going to give you the extra day. I’m going to go ahead and send you to the collections agency.
David: Okay listen, I just talked to a gentleman yesterday-
Woman: indecipherable Yes, you talked to my representative David.
David:Yes.
Woman: And you asked, you gave a tracking number, and I tracked that package for you.
David: And I have not got- I have not received it-
Woman: Because Viscom is sending you a replacement television. So you need to speak to Viscom. In the meantime, you need to pay for the merchandise that you have received. So if you’re not going to pay the value payment that is due for the television that you are getting replaced by the warrantee company, then you’re going to collections.
David: That’s great. Thank you.
Woman: Good. We’ll send it to collections right now, then I’m not going to even give you the extra day. Good day.
David: You’re welcome.


Click pictures to enlarge.

http://consumermediallc.files.wordpress.com/2006/12/boxpic1-thumb.jpg?w=522&h=391

http://consumermediallc.files.wordpress.com/2006/12/boxpic2-thumb.jpg?w=522&h=391

http://consumermediallc.files.wordpress.com/2006/12/boxpic3-thumb.jpg?w=522&h=391

http://consumermediallc.files.wordpress.com/2006/12/boxpic4-thumb.jpg?w=522&h=391

Comments

Edit Your Comment

  1. medalian1 says:

    I wouldn’t pay either, did you contact the BBB? They are helpful sometimes.

  2. Magister says:

    Umm, why would they send them for Warranty repair? Why didn’t they just ship back as damaged goods?

    Confused on those terms. And how where they supposed to pay? COD?

  3. bigroblee says:

    I hope this isn’t taken wrong, but I agree with the first rep on the recording. I understand it was returned for an exchange but I don’t believe that gives the consumer the right to just refuse to pay. Maybe I’m confused. I do believe he does need to have an issue with Viscom (?) but I still think he has the obligation to pay the balance.

  4. Namrepus says:

    IANAL but I would recommend going to court over this cause they obviously aren’t gonna budge on the fact you never recieved the merchandise you paid for (because literally you paid for a working, non broken television)

    According to this site, ShopNBC is in violation of the The Fair Debt Collection Practices Act that states that no collection calls can be places before 8 am or after 9 pm

    http://www.fair-debt-collection.com/searches/stop-collecti

    There is a link on the website that allows you to file a complaint with the FTC about these type of harassing calls as well.

    BTW I would recommend if the person says “I don’t want to be recorded” and they are the ones that called you, just hang up. They don’t want to follow the legal procedure for that, fine, follow it for them. *CLICK!*

  5. MonsieurBon says:

    The first rep has a point. If the item was damaged in shipping, his first remedy should have been with the carrier and retailer.

    Sending the TV to the manufacturer was a mistake. He should pay the company that sold him the TV.

  6. SexCpotatoes says:

    This is what happens when you farm out every process of a purchase, the sales, billing, purchase, shipping, and service of a product (to various companies), and you have older americans who are used to companies being responsible for customer happiness, and standing behind their purchases. You can’t count on such luxuries any longer, it’s sad to say. Also, you can never count on these cocksuckers to live up to their promises either.

    It’s been said MANY times, buyer beware when it comes to making large [especially involving T.V.s and/or shipping] purchases online.

  7. Logite says:

    Well, here’s the deal guys:

    We’re all for paying the full balance, but the problem with that is we haven’t received the rest of our package.

    We first called ShopNBC because they had a 30 (ish) day warranty and they said they would take care of all the problems for you if you had issues. They then over the phone told us that we needed to call viscom to get our TV replaced, so we did. We called viscom and they told us UPS would pick it up, like I said in the second youtube link.

    Again, we shipped it out for an exchange because it was counted as a damaged item.

    Hope I clarified a bit.

  8. emax4 says:

    I still don’t get how you’re paying for it. Maybe ShopNBC has some deal where you pay upon getting the item itself (COD) but this wasn’t mentioned in your original letter. I don’t know of any business that let you receive the product first then pay for it later. The merchandise should be paid in full before you get anything or everything. I understand you not wanting to pay for broken merchandise, but if they don’t have any funds from you to begin with, you’re not entitled to anything.

  9. ElPresidente408 says:

    I’m going to have to agree with NBC on this one although I think they’re taking it too far now. Viscom was the one shipping the TV, not NBC. NBC should be paid for completing their end of the transaction.

    For instance, I ordered a sweater off of amazon.com from the Fossil store. I paid amazon, however they shipped the wrong size. To get an exchange I have to contact Fossil, not amazon.com. It wouldn’t make any sense for me to withhold payment to amazon since they aren’t the people selling me the sweater.

  10. allen074 says:

    this is the jim guy always on shopnbc – amazing – he sells such “great” tv’s right?

    blah

  11. Katie says:

    ShopNBC pissed off at least one other person with crap service:

    http://amentalnote.blogspot.com/2005/05/i-hope-shopnbc-goe

  12. mechanismatic says:

    emax4, if you listen to the conversation the dad has with the reps on the second video, he says that he canceled the credit card on which he had made the payment for the tv because he didn’t want the charge he’d already made with ShopNBC to go through. The method of payment was already provided and I imagine it was provided before the tv’s left the warehouse.

    What I’m not certain of is whether or not the item originally shipped from the manufacturer or from a ShopNBC warehouse. It seems to me that the item would originally have shipped from a ShopNBC warehouse since they made the sale. They’re a reseller, not the manufacturer, so they should have their own warehouse. If they have their own warehouse, they should have replaced the broken tv with another one from their warehouse when the customer first called about it being damaged upon receipt. If they conduct business by shifting customer service issues to the manufacturer, especially after they claim that they provide a 30 day warranty themselves, then they set themselves up for this situation because they try to cut corners and keep costs low by not solving their own problems.

    SexCpotatoes has pretty much summed up why this happens. The basic principle of customer service with large corporations that no one ever actually states is that you have to screw people over in order to make a profit. Sure, a lot of your orders will go off without a hitch or else the customer will just take it because the customer service line is too difficult to navigate. But there are some customers (and their numbers are growing – especially with people reading sites like the Consumerist) who don’t give up and demand the stellar service that companies claim they provide.

    If companies want to outsource all the actual parts of their respective businesses with the exception of the part about collecting money, then they’re going to face disenchanted customers who will cancel credit cards or do chargebacks or cancel checks or call the BBB or the AG or email the Consumerist in order to get what they want.

  13. TedOnion says:

    Here is my opinion: The customer needs to make the payment.

    Here is why: When the customer received the broken tv from the shipping company, shop NBC fulfilled their end of the contract even though the tv was broken.

    When the TV was sent back, the customer began working with a completely separate company.

    If the customer had refused to accept the damaged package from the shipping company, then it is shop nbc’s responsibility to send a new one. But because the customer accepted delivery of the broken tv, it is not.

    Please people, inspect your merchandise before you sign for it!

    The customer should pay for the TV’s, and begin working with the new company to resolve this issue. However, all of this changes if the customer is correct that Shop NBC promised to resolve these issues for the customer. If that is the case, then the customer needs to find that information and confront the company with it.

    None of this excuses the awful behavior of the telephone representatives. Shop NBC should be ashamed.

  14. Logite says:

    Mechanismatic, you’re dead on with what you’re saying.

    ShopNBC did in fact promise at least 30 days or so of support, within which was the time we waited and still received no response about the shipping. The only time ShopNBC has contacted us is to demand the money, and every single time they call we resfuse to pay unless our order is fufilled. If you received half a “sweater” per se by amazon, I’m sure you’d want to get back to amazon about it. ShopNBC stocked these at their warehouses, not viscom. It’s their obligation to do what needs to be done to make sure the customer recieves what they promise, yet it just seems more and more like to me that they honestly only care about the money, instead of upholding their word.

    Note to all the people that keep asking questions about how it started to be payed for: Read the comments and the entire article. If you don’t do that, don’t expect me to even pay attention to your replies.

    To say it again: We payed by “Value Payments”. They are montly payments to pay off the TV in segments instead of one big bill.

  15. pantsonfire says:

    The first thing you need to do is fedex Elizabeth Kirkland a douche, ASAP, so she can that sand out of her vagina.

  16. zentec says:

    When the customer cancelled the card used for the transaction, he assumed some of the liabilities. He should have permitted the transaction to be made on his card and then immediately disputed it. Doing so would have shielded him from the collection calls.

    He also should have refused delivery seeing that they were damaged.

    However, since he is not in receipt of the televisions and it’s obvious to me that he’s not going to get them until he pays, the transaction is void. I’d let them try to sue you; nexus is in your location so they’re going to come to your home town to sue you. I doubt they will. They’ll do everything they can to pester you and damage your credit rating, but you can’t be faulted for not paying for damaged goods, to which they will cede, and then not paying for goods that won’t arrive. Time will heal the wounds to the credit history, and these dolts will eventually go away (maybe after they sell the claim a few dozen times though).

    One would think that with the crummy programming NBC broadcasts and their ridiculous ShopNBC channel, they’d give everyone a free TV in which to watch it. Lesson here is what I’ve learned years ago in dealing with NBC; don’t.

  17. Mike_ says:

    If you buy a car and it breaks down on your way home, you still have to make payments. However, if you order a car, and the hauler totals it enroute to the dealership, that’s not your problem. It’s between the dealer, the hauler and the manufacturer (and their insurance companies). What we’re talking about here is a dealer that is threatening to send you to Collections over a car you were never able to drive off the lot.

    Here’s how I see it:

    You bought the TV from ShopNBC. Their fulfillment process is none of your concern. Apparently, they have it drop-shipped from the manufacturer or some faceless third party warehouse. Whatever the case, you have no relationship with that entity. You bought the TV from ShopNBC.

    When it was destroyed in transit, you called ShopNBC for instructions. They told you to ship it back to the manufacturer. To me, this is no different from returning the merchandise to ShopNBC for a replacement. They’ve simply outsourced the handling of this sort of return.

    So now ShopNBC has your money, and their vendor has your TV (per their instructions). Until they put the merchandise in your hands, I don’t see how you owe them anything. You’ve expressed a willingness to pay them for what they have successfully delivered. That seems fair and reasonable.

    There are probably some things you could have done differently, but I don’t think anything you have done warrants the kind of response they have unleashed on you. Your descriptions, photos and recordings make it a lot easier to side with you. I’d say you were wrong to stop payment so quickly, but judging by everything else we’ve heard, that seems like a perfectly reasonable course of action to me.

    IANAL, tho. You might just be shooting yourself in the foot.

  18. zl9600 says:

    what the F*ck is “IANAL”???

  19. clickable says:

    Feh. I hate strong-arming bullies, especially the kind that hide behind well-cut suits and flashy MBA’s.

    At this point, I think having your story picked up and published here on Consumerist.com is going to give you all the leverage you need to resolve this. If I were you, I would write a one-page letter to the CEO and print out this thread and attach it, and suggest that they kindly agree to resolve this regrettable situation by canceling the unfulfilled part of the order. In the letter, note that you have never received the promised replacement, and that if they agree to cancel the order, you are prepared to refuse delivery if and when it ever shows up. Send the letter by registered mail, with a signed return receipt requested, or send it by some overnight express service where you can get a confirmation of delivery.

    I’m pretty sure they would be happy to (a) avoid further negative publicity and (b) see a follow-up thread reporting that they gave the consumer a reasonable resolution to this mess.

    I did some digging for you, this is the head honcho and address of the principal executive offices (ValueVision Media owns ShopNBC.com):

    William J. Lansing
    President & Chief Executive Officer
    ValueVision Media, Inc.
    6740 Shady Oak Road
    Eden Prairie, MN 55344

  20. Chris says:

    I don’t often side with the consumers whose complaints are recited here, frankly. But in this situation, I think David’s completely in the right. Maybe I don’t understand the nuances of the relationships between ShopNBC, the manufacturer, the shipper, etc., but the bottom line, at least in California, is pretty simple: You can’t take money without delivering the merchandise you promised. David’s relationship is with NBC, and it’s a simple one: TV for $$$. If NBC doesn’t provide a working TV that meets the warranty they offer, they don’t get the money – and passing it off to a third party doesn’t let them get around it. Oh yeah, there’s almost certainly a FDCPA violation or twelve here. Talk to an aggressive consumer protection lawyer, you’re likely to get a nice piece of holiday cash. (I’m a defense lawyer most of the time, and I don’t encourage silly lawsuits – this one seems justified).

  21. Chris says:

    Mike’s example of the car isn’t applicable, because those payments go to a bank who had nothing to do with the car. Under most states’ Lemon Laws, you DON’T have to pay a dealer for a car that breaks down immediately. At least in CA, you get a full refund, plus your attorney’s fees.

  22. Ben Popken says:

    zl9600, IANAL = I am not a lawyer.

  23. Mike_ says:

    Chris, I think you may have misread my example. Once you accept delivery, you’re obviously responsible for the debt. I was talking about a car that is destroyed before you are able to complete the purchase. If they fail to deliver, you owe nothing. (The example of the buyer who stops making payments when his car breaks down was given by a ShopNBC rep in the recording. I think that metaphor is invalid, though. The TV didn’t malfunction. It was destroyed before it ever reached his door.)

    Someone very well may owe ShopNBC money. Maybe it’s UPS, or an insurance company, or a third-party drop shipper, or the manufacturer. The customer is the last person who should be held responsible for the failures of ShopNBC or its vendors.

  24. Negative says:

    Ok, there is one thing that is confusing me (and I’ve read everything).

    Didn’t he order 2 TV’s and a wall mount? If so, did he receive the other TV and wall mount? If he did, I assume that they were all purchased on the same account/bill. That means he has a TV and wall mount that he isn’t paying for at the moment.

    If you have a TV and wall mount you should be paying for them. The other TV is certainly an issue but you don’t get to stop paying for the other merchandise.

    Feel free to tell me if I’m wrong.

  25. dacher says:

    It may be old school, but I understand customer stopping payment until they are satisfied. The threat of non-payment is the only real leverage most consumers used to have. Unless you are a lawyer it’s usually not worth the cost and hassle of bringing things of this level to court — at best you’ll only come out even.

    I think after reading this, I would return the entire order and get a refund if it happens to me in the future. It’s not worth the hassle.

    Many manufacturers do tell you to return items to the vendor for replacement or refund if the problem is damage on delivery or upon opening the box. But I don’t know how they resolve the responsibility between UPS, vendor and manufacturer, complicated by that ShopNBC appears to act only as a middleman. I can understand if the manufacturer is reluctant to cover it under limited warranty if the damage occurred in shipping, as it appears from the photos.

  26. bdslack says:

    pay with amex. in full. problems, dispute the issue and charge back the fee to the vendor. this guy is stuck because he took a loan out and paid the loan with a credit card.

    the person that takes a loan is slave to the lendor.

  27. Tonguetied says:

    Since you’ve already had bucketloads of calls I would respond to each call you receive from now on by asking the rep who is calling you to read the notes from all the previous calls and then have them explain to you their understanding of why you are not paying for the TV and then see if they have any basic comprehension of the situation…

    I’m reminded of the movie “Rush Hour” where Chris Tucker says “Do you understand the words that are coming out of my mouth?”

  28. fitzgibj says:

    After listening to the entire thing, I will never shop at
    ShopNBC! It wasn’t just the regular employees that
    acted horribly but it was the managers as well.

    No one that called even attempted to understand the
    situation and they all kept asking the same thing.
    The one person said, well it doesn’t say anything in
    the computer about it. So each of those dummies
    that called him didn’t even type in the computer what
    he said.

    That is TOTAL harassment!!! I hope they get some HUGE
    bad press from this!

  29. annulla says:

    What an outrageous way to treat customers. I will NEVER purchase anything from ShopNBC, never.

  30. annabananapnut says:

    I personally would NEVER buy a large electronic item from any home shopping channel, that is just stoooooopid. But what some people do not understand is that when items are sent out like TV they come from a supplier not ShopNBC. Also when items come damaged, it would be the responsibility of the shipping company not ShopNBC and the customer should have never accepted it. The TV would have been returned to the vendor and ShopNBC would have refunded the customer. I feel for the people when things like this happen. Also, the company that this person spoke with is a 3rd party per collection agency. I am tired of people always complaining about how it is always ShopNBC’s fault and how horrible they are, they did our job, they extended the customer a line of credit and 6 months to make the payments, they sent the information to the vendor, the vendor shipped out a TV, UPS destroyed TV in transit and they get blamed because the customer was irresponsible to accept the package in that condition.

    Shame on YOU, not ShopNBC