Someone from Westinghouse Digital reached out to us looking for Mark, and we passed along the information. That was a few weeks ago. How are things going now?
Mark dropped us a line:
Based on the response to Consumerist by Westinghouse’s senior customer service manager following the story post, I now have myself a brand new replacement TV (a different model, gee, I wonder why?). All things considered, it took about two weeks from first contact with Westinghouse to having the new unit delivered, including a bunch of vague (bordering on odd) e-mails from the aforementioned customer service manager and additional communication with a rather good CSR who handled the actual replacement.
The overall experience was still not nearly what was expressed by the warranty (namely, in-home repair versus me having to repack of the inoperable TV and send it to them within 3 days). Still, I’m glad I have a new TV, a new one-year warranty, and most importantly, contact information for all of the important people to get these situations handled in the future until this thing is out of warranty and I can rid myself of this company altogether. I would just sell it to someone, but that feels a bit like handing a helpless person a time-bomb; at least I am able to diffuse it now.
So thanks again Consumerist for doing what you continually do for the struggling masses, it’s made a big difference!
Once upon a time, Westinghouse was a Pittsburgh-based company that made cool TVs that looked like this:
Now, Westinghouse Digital imports TVs to sell under a name that it leases from the smoldering remains of the company that once was Westinghouse.