ComplaintsforThe AV Dudes

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tv from AV Dudes on 5/30/2023. They indicate on their website that their products are new, USA models and have a 1 year manufacturers' warranty. I've since discovered all of those claims to be false. In early April 2024 the tv I bought, a 55 inch ******* QN90 stopped turning on all together. I called ******* to file a warranty claim. Upon calling ******* I discovered the tv was actually purchased in January of 2023 (4 months before they re-sold it to me) and thus no longer under warranty. They also indicated the tv was in fact a Canadian model -- which was substantiated by the sticker which indicates the tv is part of ******* Electronics Canada.I followed up with AV Dudes on April 6th as they indicated they'd help with the warranty. Since I've been given the complete runaround and they have yet to honor the warranty repair. I've followed up with them over email many times -- with sparing replies. I've called them no less than 10 times. Each time they indicate the part is backordered but they'll see if a replacement can be issued and that they'll call me back. Not once have I received a call back. Thus it's now 2 1/2 months and I still do not have a working tv and any contact from AV Dudes to indicate they'll address the warranty issue.

  Business response

  06/24/2024

  Hi no where on our website do we state we are authorized dealers. When you purchase a TV from an unauthorized dealer ******* labels it as Canadian or club model to avoid paying warranty service which they technically do not need to pay since we are unauthorized. We sell bellow the retail value all year long.

  Customer response

  06/24/2024

   
  Complaint: 21886007
  
  I am rejecting this response because:

  While the business has provided an explanation for why they delivered a Canadian product (which is something I'd leave to the BBB and FTC to verify), they did not address the main concern -- failure to honor an advertised warranty.  ****** is not turning on an issue that began in April and was reported April 6th.  It's been nearly 12 weeks now. ****** either needs to be repaired, replaced, or refunded right away.  Every time I've called to follow up (which must be ***** times by now) they say the part is backordered, they're on the other line with the supplier to see what can be done and they'll call me back.  Not once have they actually called back.  They have yet to provide any verification/validation on when the tv will be fixed.  If they have truly ordered a part that's backordered, in order to ensure the warranty is being adequately addressed I would like to be provided with a copy of the order confirmation showing the replacement parts were ordered in April.

  
  Sincerely,
  
  *********************

  Business response

  07/08/2024

  We are not the manufacturer and they must honor the warranty since they make the product. This was sold for below the **** pricing and they have the right to deny warranty if they choose to. We opened the ticket with our distributors and they ordered the parts for the customer. We notified him 1 part arrived and waiting for 1 more.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 1, 2023 I bought a tv. This tv also included a 4 year warranty. The tv started malfunctioning. It turned off and on, on its own. You cant watch an entire tv show without it turning off. And then it will randomly turn on and wont turn off, etc. On November 27, 2023 I reached out to the seller. I let them know I restarted the tv, I made sure the wires were not pinched, etc. They stated I need to go through ******** After reaching out to ******* I learned my tv was a ******** tv and my warranty was useless due to living in the US, they could not help me and could not service my tv. I let the seller know this. He sent me a used one connect box on December 4, 2023. This did not fix the issue. I let them know. The seller stated they were reaching out to ******* and I would need a new board for the back of my tv. This was on December 15, 2023. Ive checked in several times. Ive been without a tv for almost 12 weeks at this point. The warranty is a complete scam. I would just like a working tv.

  Business response

  03/15/2024

  ******* from  The AV Dudes stated that a new connect one cable was delivered to the consumer on 02/23/2024 and the matter was resolved.
  
  

  Customer response

  03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, after 6.5 weeks of waiting for a part they decided to send me one, although it was a different part then they originally stated they were waiting on, they did send one to me, so after ****************************************************************************
  
  Sincerely,
  
  *******************************

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