• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is a customer service complaint. I have an older model television for which I need a "Channel Access Code" in order to be able to scan OTA channels. Supposedly this is to pay royalties based on the channels I watch. All information available online to get this Channel Access Code or Tuner Code, as some call it (and all information on the TV screen while trying to set this up) doesn't work. I tried texting, I searched their website, and I ended up calling their customer service number ###-###-#### as listed on their website for television products in the course of 2 days and I am not able to get anyone answering the phone. There is an ongoing message recording: "Your call is very important to us. Please stay on the line for the next available representative to assist you" (or something along those lines). The call lasts exactly 30 minutes and 27 seconds, after which it is disconnected. It also seems that after trying to call 3 or 4 times in a row, you will get a busy tone (no doubt based on my caller ID). Westinghouse is not interested in helping out customers. I doubt that electronics companies need to pay royalties for OTA (antenna) programming watched through their television equipment, as is claimed in the provided information by Westinghouse while trying to set up OTA channels. As far as I can tell, these royalties are paid by the broadcast stations. https://www.bmi.com/creators/royalty/us_television_royalties. Westinghouse needs to publish these 5 digit codes based on the TV model AND serial number and make them freely, openly and easily accessible, or they need to set up an online working system to provide these codes. Or they need to otherwise make it easy for users to get this code. They also need to provide actual customer service and not set up automatic systems that don't work and that are programmed to disconnect you after wasting your time. This is the worst customer service I have experienced in years.

  Business response

  12/27/2021

  December 27^th, 2021 

   

   

  Dear Specialist from BBB,

   

  We have received the complaint from Better Business Bureau. This letter is in response to the complaint ID 95**55.

   

  Based on our records, the customer support team did reach out to the customer with the access code.

   

  Please refer to the email below:

   

              23 Dec 11:21 AM ( responded in 8 minutes )

                 Dear ****** *** de *** *** de ***,

   

                 CASE #95**55

   

  Please here is the access code for the tv 3**15 .

   

  Thank you!

   

  Regards,

   

   

  Westinghouse Customer Support 

   

  We don’t have records of the customer reaching back to us after that email was sent, however, our customer support team will reach out again.

   

   

  Sincerely,

  ***** *****

  *****.*****@zerospace.us

  Customer Service Manager

  Westinghouse Customer Support

   

  Customer response

  12/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 163**784, and find that this resolution is satisfactory to me.

  
  

  I received 2 nearly simultaneous messages from Westinghouse on December 23: 1st to close the case ("It's been a while since we last heard from you therefore your "95**55 T1- VR-3730- ACCESS CODE" has been Closed.") and 2nd with the requested code (Case #95**55 Please here is the access code for the tv xxxxx).

  
  

  BBB, I very much appreciate your help in this case, because I am not sure Westinghouse would have replied to my code request (directly sent to them on December 16) without interference from BBB. I would like to note that the letter submitted by Westinghouse to BBB on December 27 regarding this case has an interesting way of presenting information regarding the case: it was responded to within 8 minutes (of what?) and they don't have any records of me reaching back to them. 

  
  

  I did indeed not reach out back to them, not to e*** thank them for the reply, because the case was closed at the same time as it was resolved. Although I was able to let the tv scan for OTA channels with the required code, I hope Westinghouse will serve future customers in a more accessible and timely manner.

  
  

  Best regards,

  ****** *** de ***

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built my house in **18. the builder installed westinghouse electric water heater. did not register the product with them ( have you heard of a home builder register appliance he installed ? ). I had a problem with no much hot water. I called them, was told to let a local plumber check it and call them back. I did that. The thermostat was bad. I changed it. the part cost is $ 281. I contacted westinghouse asking for either reimbursement or send me the part. according to the booklet came with heater, I have 6 year warranty on parts. they refused to honor it, saying that I only have 1 year warranty because the home builder failed to register the product online !!!!

  Business response

  12/06/2021

  December 6^th, **21

   

   

   

   

  Dear Specialist from BBB,

   

  We have received the complaint from Better Business Bureau. This letter is in response to the complaint ID 163***74.

   

  I apologize the customer is experiencing issues with their product; however, I regret to inform you that this BBB claim was submitted for the wrong company.

   

  We are Westinghouse Electronics and we only sell TV’s and monitors- no other products aside from that and you can check out our website for proof at www.westinghouseelectronics.com. This BBB claim needs to be presented to the correct Westinghouse company and be removed from our company’s file. The information for the other Westinghouse company where the customer purchased their generator from is below:

   

  Name: Westinghouse

  Website: https://westinghouse.com/

  Phone Number: ###-###-####

  Address: ** ******* Street
  Pittsburgh, PA *****

   

  Thank you.

   

   

  Sincerely,

  ***** *****

  *****.*****@zerospace.us

  Customer Service Manager

  Westinghouse Customer Support

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a TV for my son, within 1 month the remote stopped working, I contacted the company, they had no replacement remotes and told me to buy one and they would reimburse the cost. (I did this but never asked for the $ back) this remote also didn't work, contacted the company again with my claim 910437. They said they would send me another remote, That one also didn't work, They sent yet another one, which didn't work, but this time I tell them this is not a remote issue it clearly is a Sensor on TV issue. They wanted me to ship the TV at MY COST back to them which would have cost more than the TV was worth. Then they said to take it almost 2 hours away. I told them that was unacceptable, for a month old TV. Next they said to take it to a recycling plant and get a receipt and issue it back to them and they would refund me, The address they gave me didn't even take TV"s a waste of my time yet again. Finally they told me to take it to a dump, take a picture and they would refund me, so we did and submitted, Then they told me on Sept 19 they would be sending it out to finance to get me a refund and would take 20 days. 2 months later, Still no cheque. they won't answer emails, or return calls. In 10 months I have sent over 70 emails, 25 plus phone calls and countless hours to get a TV refunded that lasted a month. Horrible product, horrible customer service. Horrible experience. I have every email saved for back up if needed.

  Business response

  12/02/2021

   

  December 2^nd, 2021

   

  Better Business Bureau 

   

   

  Dear Specialist from BBB,

   

  We have received the complaint from Better Business Bureau. This letter is in response to the complaint ID 910437.

   

  A refund was already sent over for the customer.

   

  Please see the email below that was sent to the customer:

   

  Good day!

   

  Your refund check has been mailed out last  11/17/21. Please wait for the mailed refund check to get to you.

  The refund check will be coming from Tongfang Global Inc. Refund check#1507. Amount of $172.47

   

  Please do contact us on our hotline at 800-701-0680 if you have any questions or need any clarifications.

   

  Thank you!

   

  Thank you.

   

   

  Sincerely,

  ***** *****

  *****.*****@zerospace.us

  Customer Service Manager

  Westinghouse Customer Support

   

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 30, 2021, I sent requested documentation to Westinghouse via email with regards to claim #931**8, a TV being returned for refund due to unit no longer working. I was given a physical address of **** ********** Way, Eastvale CA to which I was required to return the unit at my cost for refund to be processed. I had to make a custom box to return the product and shipped the unit back on 08/27/2021 and the attached USPS tracking said the package was delivered Sept 7, 2021. The total cost of shipping and materials for box was about $150. The expected refund was for $275. I have called several times to get update on status and each time I get an agent in Philippines that says they have not gotten an update from the warehouse. I ask for a return call from a supervisor and am told no one is available but they will have one call me back within 48 hours. The last agent I spoke with, Hannah, # 6079, made same promise and has not occurred. I believe this to be an operation committing fraud and theft. I would think that a worldwide company such as Westinghouse would have a number where you could speak with a representative from the company. I would urge customers to be wary of sending product back to this company or address until it is confirmed that this is a legitimate company representing Westinghouse. I am still expecting a refund for the TV unit which was still under their warranty. All necessary documentation was furnished. Each day that passes now leads me to believe this has been a scam and fraud. I would like to have it verified that the unit was received and that my refund is being processed

  Business response

  10/26/2021

   

  October 26^th, 2021

   

   

   

  Dear Specialist from BBB,

   

  We have received the complaint from Better Business Bureau. This letter is in response to the complaint ID **046425.

   

  The customer’s check was submitted and is in processing with our accountant as of 10/22/2021 and the following email was sent to the customer:

   

  Dear ******* R. ******,

   

  Good day !

   

  Thank you for your patience and compliance with our warranty process thus far.

   

  We are glad to inform you that your refund request has been submitted to the accounting department for processing on (10/22/2021).

   

  Please be advised it will take 20 business days for it to be processed from the said date of submission.

  Afterward, an email will be sent to you upon mail out of your refund check to the shipping address you provided.

   

  We thank you for choosing Westinghouse and we do apologize for any inconvenience this process must have brought to you.

   

  Please do contact us on our hotline at ###-###-#### if you have any questions or need any clarification.

   

  The refund was issued for $249.99 because that’s the price per the proof of purchase that the customer paid at the time he paid for the product. We cannot refund the shipping costs as those funds are held 100% by the carrier of the customer’s choice.

   

  Thank you.

   

   

  Sincerely,

  ***** *****

  *****.*****@zerospace.us

  Customer Service Manager

  Westinghouse Customer Support

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB ROKU case #27033fa9-1b2c-11ec-8d77-0e63a05a1194. 10/21/21 Roku CSR claims the problem is with the TV not the software. Nancy referred me to Westinghouse--TV is Westinghouse/Roku TV. Issue has been ongoing for 2 yrs. On 10/21/21 Harry, ID#6085. After 25 minutes and me saying none of my ROKU remotes do not work. He told me I had to purchase another ROKU remote online. Westinghouse case #94**31. Sounds like ROKU/Westinghouse and Indian CSR are scamming customers.

  Business response

  10/27/2021

   

  October 26^th, 2021

   

   

   

   

  Dear Specialist from BBB,

   

  We have received the complaint from Better Business Bureau. This letter is in response to the complaint ID 94**31.

   

  Per Westinghouse Electronics warranty, we offer a 1-year manufacturer warranty for all products and we issue replacement parts/remote within 90 days from the customer’s date of purchase. However, the customer purchased the television two years ago- which means the customer needs to buy their remote replacement.

   

  Thank you.

   

   

  Sincerely,

  ****t *****

  ****t.*****@zerospace.us

  Customer Service Manager

  Westinghouse Customer Support

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 19th, 2021 I purchased a 65”Westinghouse Tv from Best Buy. I had it for about 6 months when we started noticing sound issues, so I called customer support maybe around 6/7 times and every time they would give me a different excuse as to why the Tv wasn’t working properly, finally I had it with their nonsense excuses so I asked if I can file a claim to get the money refunded so I can go out and purchase a new tv. They agreed to file a claim for me. customer support emailed me with a few they things they needed from me in order to process the claim, I went ahead and gathered everything they asked for, forwarded everything to them, the next day I received an email saying that my claim was approved and that it will take 20 business days from the day they received what they asked for. Now that was July 17th and I’m still waiting, I’ve call many times & everyone I’ve talk to sound rehearsed to say what the company wants them to say. They don’t really have an answer for me.

  Business response

  09/23/2021

  September 23^rd, 2021

   

  Better Business Bureau

  Los Angeles | San Jose | Silicon Valley

  *** ******** Blvd. Suite ***

  Los Angeles, CA *****

   

   

  Dear Specialist from BBB,

   

  We have received the complaint from Better Business Bureau. This letter is in response to the complaint ID 158**028.

   

  Based on our records, a refund check was submitted and processed as of 7/16/2021.

   

  Since it has been past the 20 days that our process takes for the customer to receive their refund check, it seems the check may have gotten lost. I have contacted our financial department so we could void the check that we have already sent and re-issue a new check to the customer. I will notify the customer when the bank has completely voided the check and when we are able to re-issue a new one.

   

  Thank you.

   

   

  Sincerely,

  ***** *****

  *****.*****@zerospace.us

  Customer Service Manager

  Westinghouse Customer Support

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩