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Citizen Complaint - Nightmare - Repair/warranty service
Citizen Complaint

Citizen Complaint

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Nightmare - Repair/warranty service


A power surge fried the VGA port on my C19604HD flat panel TV/Computer monitor. As there was a single licensed Citizen repairman in Halifax, NS, I had to deliver it to an audio repair shop. After a month he determined it had to be returned to the company for a whole new curcuit board, and it took them - get this - 3 months to tell him not only had they sent it back to us, they could not reproduce the problem and thus did not repair it. The whole time I kept calling the repairman to coax some communication from Citizen, and he could not tell me when it would arrive until it did. He said it still did not work, to this day I think the work order wasn't properly read by Citizen because any test of the VGA port whatsoever should have failed.
So we sent it back, and impatient as I was, I got the repairman to provide me with phone numbers he was using to contact the company. Now he was always very shifty when I called about the work order, you could say defensive, always seemed to think I was accusing him of letting me down. So when the contact numbers he read to me were all the same numbers and people, and he didn't notice as he read them to me, I realized how little help I was going to get.

I phoned the contact number which the repairman gave me twice in a row to reach a man in toronto who ran the entire parts division of one of the parent companies, RGA. I had to leave him a voicemal over long distance to explain I could not wait any longer - it has been 6 1/2 months by now, and that I need his help to get something done, and I said that since the monitor was on its way back again, and they couldn't reproduce the problem we still had, they should just keep it and send me a new one. Two weeks later and I had a phone call from the repair shop that a brand new C19604HD suddenly came in for me.
I had to go all the way to the top to get the simplest thing done after six months. The new one works fine, there is one dead pixel from time to time, that is normal. But I wouldn't buy from Citizen anymore unless I wanted a car stereo.


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