When Jensen Hwa is unable to upgrade the firmware in his Canon camcorder, he asks the company for help. Canon promises to perform the upgrade for free, but returns a broken camera to Hwa. Then Hwa tries to tell our advocates how to handle his case.
When Jason Burns and his family arrive at their Parisienne VRBO houseboat rental, they are shocked to find that it is missing one important element: electricity. Surely this qualifies the clan for a refund. Or does it?
Albert Hanneman’s new HTC phone is missing in action after it breaks down and he sends it back to the manufacturer. Can the phone be found and fixed?
Kathleen Pierz’s Samsung washing machine only works 60 percent of the time. Yet Samsung refuses to fix it. Why?
Margarita Palacio’s new Kenmore refrigerator is a lemon. She wants Sears to replace it, but the company has other plans. Who is right?
Julie Faro’s Frigidaire washing machine is broken. With two kids and twins due any day, she needs it fixed — pronto. Does she have a fighting chance?
Donna DiRusso’s KitchenAid slide-in oven range doesn’t work as advertised, but why won’t the company fix it? Let’s find out.
Kristen Chew’s Samsung Galaxy Note 4 was a dud. It kept freezing up, overheating, crashing and rebooting when she tried to use it. On the few occasions she was able to use the phone, its response time was too slow. And, although the phone was still under warranty, she could not get it repaired successfully.
When James Davies and his wife return from a trip to a house that smells of rotten food, they call Sears for the third time in two years for help with their Kenmore appliance. This time, they want a replacement instead of another repair, and the company’s customer service staff refuses. So Davies hits the web.
Kip Anderson’s General Electric refrigerator has suffered a catastrophic failure. But she’s not happy with GE’s resolution — and we don’t think we can help her get a better one.
Stevie Acalin’s oven stops working. Good news — she has a home warranty with American Home Shield (AHS). Bad news — the multiple repair companies AHS sends out can’t find a part to repair the oven. Good news — an AHS representative tells her they will replace her oven. Bad news — AHS appears to renege on its promise. Can our advocates turn up the heat on AHS?
Both of Carlos DeLeon’s bags are broken, but Heys won’t fix them even though they’re under warranty. Why not?
When Diana Rubino’s Surface 3 suddenly stops working during her vacation, she calls Microsoft’s technical support and is given a quote to replace the tablet. But then she returns home and is surprised by the in-store employee’s refusal to honor that quote.
Kirk Miller’s case against Samsung is compelling. It involves a badly botched repair and a corporation that went into “quiet” mode, as companies do all too well.
Why have Lawrence Hughes’ shoes fallen apart after just three hours of wear? And why won’t Bruno Magli fix them?
When Mark Meleka needed a rental car, his friend made a reservation for him with Enterprise. It seemed like a helpful gesture, but when Meleka’s friend used the wrong credit card to reserve the car, he wasn’t doing Meleka any favors.
I’m in the midst of a conundrum. It has cost me time, money and is causing headaches. I need your insight into what is next as I advocate for myself.
Ralph Lagergren’s new Silverado makes a ticking noise on the highway. Why won’t Chevrolet fix it?
Christopher Spark’s dishwasher breaks — and then it breaks again. Why won’t Sears help him fix it in a reasonable
Andre Klass’s water heater is plagued by constant failures. Who’s responsible for this malfunctioning appliance, and can it be fixed?
No one seems to care that Michael Rudolf’s Google Nexus doesn’t work. Can this device be saved?
The brake light on Irene Sherman’s pre-owned Jaguar is flashing on and off, but the fix is proving to be
Robert Walker’s laptop is missing in action. Can I rescue it?
Santosh Thakur’s laptop is plagued by problems. He wants Lenovo to take it back. Why won’t it?
Geri Bain’s “hot” computer is missing in action. Why won’t Dell repair it? And why won’t it return her laptop?
You don’t have to read this site every day to know that fraudulent car rental damages are a big problem, at least as far as customers are concerned. If you’re a car rental agency, you might call it something different, ranging from “no problem” to “profit center.”
Ric Vesely knows about the car rental industry’s double standards. When he returned his Dollar Rent a Car vehicle in Minneapolis recently, an employee asked him a strange question: Did he have a receipt for his gasoline purchase?