Dear Claudienne

I purchased a Sony DVD player at the Port Antonio branch of Courts Jamaica Limited on August 8, 2009. On the same date I also purchased a television and

a fan.

I bought the DVD player and the fan on hire purchase and paid a total of four instalments. Each instalment was $5,344. I paid cash for the television.

I hardly ever used the DVD player as I work during the days and go to school at nights. A friend came to my house and wanted to watch a movie. This was when I realised that the DVD player was not reading the disc. We tried many discs but it still was not reading them.

I took back the DVD player to Courts in early February and was told to collect it the following Saturday. However, when I went to collect it, they had not yet sent it to the repair unit. They promised to send it off the Wednesday which they did. I was called in the following week to collect the DVD player but when I went for it and asked them to test it, they realised that it was

not working.

It was sent back to the repair shop and in the interim they loaned me a DVD player. However, when I reached home I realised that they did not put the lead or jack in the bag. I called them a couple days after and was told to return the loaner unit. They also told me to come and collect my DVD player because the technician said it was infested with roaches and the warranty did not

cover roaches.

I was shocked and appalled. I know for sure that those roaches never got in the DVD player at my home because I am always using insect spray in the house to keep away lizards.

I went to see the manager who told me to have my DVD player repaired somewhere else. I also kept the loaner DVD player for almost one month after they told me to return it to prove the point that if my house was contaminated with roaches then their loaned DVD would also have roaches in it. I returned it to Courts on April 20 and I am 100 per cent positive that there were no roaches in it.

They did not show me any roaches in the DVD player and they did not show me the technician’s hand written report. When I asked the manager for it he said that the technician’s hand-writing was illegible. He eventually produced two computer-generated reports that said that the DVD player was infested

with roaches.

I am very dissatisfied because they had me running around in circles calling me on two occasions to their store to collect the DVD player, only to discover that it was

not working.

I am very upset at not only losing my DVD player which had a three-year warranty but also because I had to go to the store four times and each time I had to pay fares for transportation as I don’t live in Port Antonio.

Could you kindly assist me to have them redress this matter.

FS

Dear FS

Tell Claudienne asked the Courts Consumer Charter manager to investigate your complaint. We note that she instructed the manager of the Port Antonio branch to exchange the DVD player. We see that you have now received the new DVD player.

Good luck.

Have a problem with a store, utility, a company? Telephone 511-2436 or write to: Tell Claudienne c/o Sunday Finance Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@ jamaicaobserver.com