ComplaintsforAntennas Direct Inc.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an antenna from direct antennas several years ago. It has been working fine, but then did not about three months ago. Direct antennas has a lifetime warranty. But, Ive had to prove that its the antenna and not my TV or my cable going from the antenna on the roof into my home. I bought an indoor antenna and I was able to get all my local channels. I have a Roku stick and enable to get all my streaming channels. so the last thing I was told to do was to disconnect the antenna on the roof and use that cable and connect directly to my TV. But, there was no connector on the antenna that fit my TV cable. So I was told, that I had to buy a cable and test it or send the antenna to them and they would test it in order to qualify to get a free antenna. so its not good enough that my TV works perfectly fine with an indoor antenna, but it doesnt prove that it is their antennae? How can it be?I am going to buy the same antenna again. It was a good antenna, but it wore out its days. The company Im not happy with at all. And do not feel that it is ethical on their part to make you jump through hoops ( which I did) to get a new antenna. Dont offer the lifetime warranty if youre not going to honor the proof that it is the antenna that is at fault.

  

  Business response

  07/18/2024

  Hi ******,

  Looks like you contacted our support team on May 16th with reception lost.  *** noted that your remote didn't work and you needed to replace the batteries and would call back  once the batteries were replaced.  We didn't hear back from you until July 5th, our customer service rep asked if you could complete some simple troubleshooting steps to help identify your reception outage so we could forgo you sending the antenna in for warranty repair/replacement.  ***** asked for you to bring the antenna indoors and rescan your TV with a different coaxial attached.  You also spoke with ***** and he had the same suggestion as *****, try a different cable first and then we would send out a replacement antenna.   Please see our warranty below.  See screen shots showing notes from our support log are attached. 

  The offer still stands, test the antenna with a different cable.  If reception is restored the coaxial cable is faulty, if reception is not restored the cable is faulty and we will ship a replacement antenna.

  Best Regards,

  Antennas Direct 

  _________________________________________________________________________
  

  Antennas Direct Lifetime Warranty - *************************************************************

  
  Antennas Direct, **** warrants our antennas against any defects in materials or workmanship for as long as you own the product. No warranty claim will be honored unless, at the time the claim is made, you present proof of purchase from an authorized Antennas Direct, **** dealer.
  
  Antennas Direct, **** will either repair or replace the defective product at no charge to you. This warranty covers parts, but does not cover any costs incurred in removal or reinstallation of the product. This limited warranty does not apply if the product is damaged or fails due to: misuse, improper installation, abuse, and modification of the product as originally manufactured by Antennas Direct.
  
  Antennas Direct, **** will not assume any liabilities for any other warranties, expressed or implied by any other person. The foregoing shall be the sole and exclusive remedy of any person, whether in contract, tort, or otherwise, and Antennas Direct, **** shall not be liable for incidental or consequential damage or commercial loss, or for any other loss or damage as set forth above.

   

   

  Customer response

  07/18/2024

  After trying to rescan my TV without success, I called Antennas Direct to get help. A service rep. walked be through the steps without success. He said it was my tv, I needed to call ******** (I have a Roku stick, so I did have all my streaming channels)

  A neighbor loaned me an indoor antennae, I used it, scanned and was successfull. All channels came in clear. So, does that not provide enough. proof that : its not my tv, its not my cable running from the antennae to my tv. What else is left but that it is the cable on the antennae?  Ive had the antennae for years. Could it possibly be that its just old?  Technology changes, internal components wear out.

   Im going to try to find  the cable you are telling me to get. If its too costly or a problem, Then I have to buy another one. It has been a good antennae for years. But, the service  people youre not so good.

*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. ↩