Thursday, September 23, 2010

Screwed by Video Only

In August 2010, I purchased Panasonic DVD/Surround Sound system to get better sound from my small flat-screen TV.  We were told by salesman that we could return it if we were not satisfied any time within 30 days, but were told to keep the factory packaging. 

The next day, Sunday, I hooked it up and tried it out.  To make a long story short, I wasn't happy with the unit's performance so, on Monday, I repacked the item in the original factory packaging and returned it to store.

To my shock and dismay, the store refused to refund my money and would only issue a store credit. Despite what the salesperson had told us about returns on Saturday, District Manager/Sales Manager David Buchanan pointed to Point 1 of the “30 DAY REFUND POLICY” and the last sentence that states “Units must be factory sealed.”  I asked how I was supposed to decide whether I was happy with my purchase without opening the box; the response was essentially double-talk.  

Realizing that Mr. Buchanan would simply continue his flawed defense of the company’s policy, I left the store and called the corporate office at 500 Strander Blvd., Tukwila, 206-444-1655.  I asked for the name of an individual - somebody with the authority to act - to whom I could address a complaint.  When the woman who answered the phone gave me Mr. Buchanan’s name, I explained that I’d already spoken to him, had not been satisfied with the response, and wanted to escalate the matter.  She said I should send an e-mail to contact@videoonly.com, and address it to “Board of Directors.”  Once again - and this is important - she did not give me the name of any individual.

If you're familiar with corporate/business structures, you know it is quite uncommon to have anyone other than a President/CEO reporting directly to a Board of Directors, so the information I was given didn't ring true.  I attempted to locate more information about Video Only’s corporate structure via an Internet search, then filed a complaint with the Better Business Bureau. 

Video Only, however, is not a member of the Better Business Bureau (why am I not surprised?) and didn't bother to respond to the BBB's inquiry.  

Eventually, I located the name Peter Edwards as Owner of Video Only. I wrote a letter to him outlining the issue and seeking a refund, then sent it certified mail, return receipt requested. (Sometimes, "old school" is the best way to go.) A couple of days later, I received the receipt showing my letter had been received. However, as with the BBB inquiry, Video Only didn't bother to respond.

Most recently, I filed a complaint with the Attorney General's Office of Consumer Protection over what I believe are Video Only's unfair and deceptive business practices.  The lady with whom I spoke at the A-G's office thoroughly understood my complaint and the bigger issue about how it's impossible to meet V-O's return policy (at least as interpreted by Mr. Buchanan).

We'll see what the A-G is able to do.  After that, perhaps a court action will be the way to go.