I purchased a HR10-250 in September 2004 at Good Guys for $1000 + a $100 extended warranty.
This unit quit working in October 2005. I called GE shortly after the unit failed. I was told by a GE CSR that they would research the nearest authorized service center and give me a call back within 24-48 hours. I did not receive a call after 96 hours so I called them back. I was told that GE had no service centers near me, and I would need to ship or carry my item to Salem, OR (100 miles South of me).
In the mean time I was paying on a DTV contract for TV I couldn't watch, I could not cancel.
I sent my HD-DVR to Westronix in Salem, OR. I drove it there in person on 10/20/05. I was told the turn around time is approximately 2-4 weeks.
I called Westronix a few days after I had dropped my DVR off, they said it was beyond their ability to repair in house. They were going to ship it to the manufacturer.
December of 2005 I called Westronix for an update on my DVR repair. I was told that they were *going* to ship it to RCA (the manufacturer). So I guess they were just sitting on it for a month and a half...
The frequent phone tag started at about this point and continued throughout the rest of my dealings with Westronix. Westronix always had very little information to give, but always promised a call back that they NEVER EVER MADE.
I called Westronix toward the end of December, I was then told that it would be a while longer because Westronix had mistakenly shipped my DVR to the wrong dock at RCA. RCA was shipping it back so that it could be sent to the correct dock!
I began complaining to GE about my repair that wasn't being repaired. I requested a replacement, but they had NO SYMPATHY AT ALL. They told me that there are no time limits on repairs, and that they had an indefinite amount of time to repair a product.
I called Westronix in early January 2006, and was told that RCA had properly received my DVR, but had sent it back. RCA claimed that it was a DirecTV product and must be serviced by them. At this point Westronix told me that my DVR was going to be sent to DirecTV for a replacement.
I called Westronix in February 2006 and was told that they had shipped my DVR to Harmon Kardon!? I have no idea why they sent it there, and apparently Harmon Kardon didn't either. They sent it back unrepaired to Westronix. This was their third failure to get a third party to repair my DVR.
At this point I became frustrated enough with Westronix and their call back promises that they NEVER kept. I went there again in person 2/10/06. They told me that Harmon Kardon had shipped my unit to DirecTV (This was a proven lie). My unit was NEVER sent to DirecTV.
After another week went by. I called Westronix back and was told that they had my unrepaired DVR and could ship it to me. They told me that they had negotiated a deal with DirecTV. I simply had to call DirecTV and that DirecTV was going to send me a free swap out replacement.
Late Febuary 2006 I received my DVR back from Westronix, a bit worse for wear, and of course unrepaired. I called DirecTV for my "free" replacement and was told that they had not heard of such a deal, and that my only option with them was a $150 + $15 s/h replacement receiver. Ohh, and my contract would also be extended two more years.
I called GE again and told them that their authorized service center had sat on my DVR for 4+ months had returned it to me unrepaired. I requested a replacement, and was DENIED! I was told that sending the unit to Westronix was a strange mistake that one of their CSRs had made (I guess all those other CSRs I talked to while my DVR was at Westronix were mistaken as well?!). Now GE wanted me to send my DVR to Accurate Video Repair in West Hills, CA. I told the GE CSR I was talking to, about the long saga this repair has been, I told him about the two 200 mile round trips I have taken for this. He was not only unsympathetic, he was an asshol*. He smartly told me that I could drive this DVR down for its 2000 mile round trip too.
I called Accurate Video Repair. They told me that they do not repair HD-DVRs. They send it to another place!
At this point I realized that GE will probably keep me bouncing these repairs around until I give up. They have stolen my money.
In despair I let my defective DVR sit in its Westronix shipping box for the month of March 2006.
4/5/06 I called GE back, I was prepared to acquiess to their new shipping demand because I hoped that I could ship it to someone that could sympathize with my plight by enclosing a letter detailing it. !!!GE now tells me that this bouncing around, and months without my DVR is probably worth simply replacing it!!! The CSR requested authorization to replace, she said it would take 1-2 days and she would call me back when she had it.
4/14/06 Big shock, GE never called me back, so I called them. They said my replacement was DENIED. Now I need to ship my DVR to Professional Satellite Repair, Inc. in Osceola Mills, PA. Once I do this my DVR will have probably traveled to and through every state in the U.S.
Moral of the story GE Extended Warranties are a scam. This is probably a part of their business model, just keep bouncing until the customer gives up.
Westronix is also a disreputable little hole in the wall of an appliance store, I will never use them for service again.
This unit quit working in October 2005. I called GE shortly after the unit failed. I was told by a GE CSR that they would research the nearest authorized service center and give me a call back within 24-48 hours. I did not receive a call after 96 hours so I called them back. I was told that GE had no service centers near me, and I would need to ship or carry my item to Salem, OR (100 miles South of me).
In the mean time I was paying on a DTV contract for TV I couldn't watch, I could not cancel.
I sent my HD-DVR to Westronix in Salem, OR. I drove it there in person on 10/20/05. I was told the turn around time is approximately 2-4 weeks.
I called Westronix a few days after I had dropped my DVR off, they said it was beyond their ability to repair in house. They were going to ship it to the manufacturer.
December of 2005 I called Westronix for an update on my DVR repair. I was told that they were *going* to ship it to RCA (the manufacturer). So I guess they were just sitting on it for a month and a half...
The frequent phone tag started at about this point and continued throughout the rest of my dealings with Westronix. Westronix always had very little information to give, but always promised a call back that they NEVER EVER MADE.
I called Westronix toward the end of December, I was then told that it would be a while longer because Westronix had mistakenly shipped my DVR to the wrong dock at RCA. RCA was shipping it back so that it could be sent to the correct dock!
I began complaining to GE about my repair that wasn't being repaired. I requested a replacement, but they had NO SYMPATHY AT ALL. They told me that there are no time limits on repairs, and that they had an indefinite amount of time to repair a product.
I called Westronix in early January 2006, and was told that RCA had properly received my DVR, but had sent it back. RCA claimed that it was a DirecTV product and must be serviced by them. At this point Westronix told me that my DVR was going to be sent to DirecTV for a replacement.
I called Westronix in February 2006 and was told that they had shipped my DVR to Harmon Kardon!? I have no idea why they sent it there, and apparently Harmon Kardon didn't either. They sent it back unrepaired to Westronix. This was their third failure to get a third party to repair my DVR.
At this point I became frustrated enough with Westronix and their call back promises that they NEVER kept. I went there again in person 2/10/06. They told me that Harmon Kardon had shipped my unit to DirecTV (This was a proven lie). My unit was NEVER sent to DirecTV.
After another week went by. I called Westronix back and was told that they had my unrepaired DVR and could ship it to me. They told me that they had negotiated a deal with DirecTV. I simply had to call DirecTV and that DirecTV was going to send me a free swap out replacement.
Late Febuary 2006 I received my DVR back from Westronix, a bit worse for wear, and of course unrepaired. I called DirecTV for my "free" replacement and was told that they had not heard of such a deal, and that my only option with them was a $150 + $15 s/h replacement receiver. Ohh, and my contract would also be extended two more years.
I called GE again and told them that their authorized service center had sat on my DVR for 4+ months had returned it to me unrepaired. I requested a replacement, and was DENIED! I was told that sending the unit to Westronix was a strange mistake that one of their CSRs had made (I guess all those other CSRs I talked to while my DVR was at Westronix were mistaken as well?!). Now GE wanted me to send my DVR to Accurate Video Repair in West Hills, CA. I told the GE CSR I was talking to, about the long saga this repair has been, I told him about the two 200 mile round trips I have taken for this. He was not only unsympathetic, he was an asshol*. He smartly told me that I could drive this DVR down for its 2000 mile round trip too.
I called Accurate Video Repair. They told me that they do not repair HD-DVRs. They send it to another place!
At this point I realized that GE will probably keep me bouncing these repairs around until I give up. They have stolen my money.
In despair I let my defective DVR sit in its Westronix shipping box for the month of March 2006.
4/5/06 I called GE back, I was prepared to acquiess to their new shipping demand because I hoped that I could ship it to someone that could sympathize with my plight by enclosing a letter detailing it. !!!GE now tells me that this bouncing around, and months without my DVR is probably worth simply replacing it!!! The CSR requested authorization to replace, she said it would take 1-2 days and she would call me back when she had it.
4/14/06 Big shock, GE never called me back, so I called them. They said my replacement was DENIED. Now I need to ship my DVR to Professional Satellite Repair, Inc. in Osceola Mills, PA. Once I do this my DVR will have probably traveled to and through every state in the U.S.
Moral of the story GE Extended Warranties are a scam. This is probably a part of their business model, just keep bouncing until the customer gives up.
Westronix is also a disreputable little hole in the wall of an appliance store, I will never use them for service again.
