RCA/MSN TV 2 Internet and Media Player
BE AWARE and BEWARE -- 1000s OF WEBTVs ARE MISSING A PART
I haven't used a WebTV before, so I don't have the experience to comment on the \\"upgraded\\" model (RM4100) compared to the old models of WebTV. <br />  <br />I recently ordered the RM4100 model, and was pleasantly surprised that I received my order in 2 1/2 business days. <br />  <br />That feeling quickly turned to frustration and anger, when I tried to set the unit up and I found that the power supply unit was missing the part that actually plugs into a power outlet. <br />  <br />THE POWER TRANSFORMER FOR THE MODEL RM4100 COMES IN TWO PARTS. <br /> <br />When I first opened the box (a box which in fact looked like it had already been opened and resealed) and checked to see that all the parts were included, at first glance it did look like everything was there.  The problem is, the power transformer comes in a frosted plastic bag, and if you just eyeball it, it DOES look like you have everything because what they DO pack is the part of the cord which plugs into the WebTV unit and which has the actual transformer box on the line.  What is missing is the power cord which plugs into the other end of the transformer box and then into an electrical outlet. <br />  <br />In other words, there's no way to power the unit. <br />  <br />I first called the toll-free number in the WebTV setup manual for customer service, which got me to someone at RCA.  This person told me that since I'd ordered the unit thru Amazon, that I'd have to deal with Amazon instead. <br />  <br />I have to stress that all of the customer service people I subsequently dealt with at Amazon were wonderful, and as helpful as the situation allowed them to be (but their hands are basically tied in this manner). <br />  <br />The first person at Amazon I talked to explained to me that they didn't keep separate parts on hand, so the only thing I could do would be to return the whole unit for a replacement.  I thought that was a little excessive for what I thought should be a simple part replacement, so shesuggested that I call the RCA/WebTV customer service number again, and try to get the part number and the cost of the item, and that if Amazon couldn't find that (or a comparable) part, Amazon would then issue me a credit for that amount. <br />  <br />Since by this time it was after 8pm Eastern Time, the RCA/MSN WebTV customer service was closed, and I had to wait until the next morning to call them back.  The person I got at that time did give me the part number, and said that it only costs $9.50, but that THERE IS ABSOLUTELY NO STOCK AVAILABLE ANYWHERE IN THE COUNTRY (and presumably in the universe).   <br /> <br />She then added that THIS IS A KNOWN PROBLEM, THAT THEY INADVERTANTLY SHIPPED OUT THOUSANDS OF THESE UNITS MISSING THE POWER CORD, BUT THAT THERE WAS NOTHING THEY COULD DO EXCEPT TAKE MY NAME AND GET BACK TO ME \\"IN A COUPLE OF WEEKS\\" REGARDING THE RESOLUTION TO THE PROBLEM. <br />  <br />I demanded to speak to a supervisor, explaining that I wasn't about to wait \\"a couple of weeks\\" for something that should be very easily replaced, especially since they were now admitting that they were at fault.  The supervisor, while very pleasant, was absolutely not helpful at all.  She reiterated that there were none of these power cords available anywhere, and that it would take more than 2 weeks, perhaps a month or more, for a replacement cord to become available. <br />  <br />I pointed out that this violates the terms of the unconditional warranty covering both labor and PARTS for the first 90 days of ownership; she could only repeat that they -- customer service -- have been instructed to merely take the names and phone numbers of customers who call in with this problem; they then forward this information to some mysterious, unnamed department whose job it is to compile a list of these customers...she said I could call back IN TWO WEEKS TO SEE IF A TRACKING NUMBER HAD BEEN ASSIGNED TO MY CASE.   <br /> <br />She couldn't guarantee that a tracking number WOULD have been assigned by that time, and even if it had been, there was no way to predict how long it would then take for a cord to be sent to me.  All she knew was that this department that was compiling the names of customers who'd gotten units missing the cord was going to eventually get around to assigning a tracking number to each customer, and then send the info to a 3rd department that would actually take care of shipping the cord out.   <br /> <br />Sometime.   <br /> <br />Maybe in a \\"couple of weeks\\".   <br /> <br />Maybe in a month.   <br /> <br />Maybe even 2 to 3 months.   <br /> <br />She didn't know.  They weren't telling customer service.  Customer service is as much in the dark as anyone. <br />  <br />I told her that no way was I going to wait for something that they should be able to resolve right away, and that they were forcing me into the only option available, mainly to send the whole unit back to Amazon, in which case I would do so for a refund, not a replacement.  In other words, they were going to lose a sale over the inability to supply a part that costs less than $10 and which they admit they'd bungled in shipping. <br />  <br />I then called Amazon back with the latest info (and to give them a \\"heads up\\" that they probably need to check all of the units they themselves ship out to verify that BOTH of the TWO parts of the power transformer are indeed in the box); the Amazon customer service person I got at this time was also very helpful (and as astonished as I was at RCA/MSNs cavalier attitude towards resolving a problem that RCA/MSN admits they are at fault); she again stated that I could return the whole unit to Amazon (without having to pay for shipping) and that Amazon would send me a replacement, but I repeated that I thought that it was a little excessive when all that was needed was a small part (I kept hoping SOMEONE would say \\"Hey, let's just pull the part from a box we have on hand and send it to this customer\\", but that didn't happen).  <br /> <br />I then added that since the manufacturer is admitting that they sent 1000s of these units out missing the power cord, that I was hesitant to trust that a replacement WebTV unit sent to me wouldn't also have the part missing. <br />  <br />The Amazon customer service person then went to bat for me, putting me on hold and calling various Circuit City stores in my area to see if they had a power cord that could be used (BTW, the RCA/MSN customer service people had stressed that no way could I try to get anything via another retail outlet, as that would \\"damage the unit\\" -- yes, perhaps if the WHOLE power transformer had been missing and I tried to use a completely new transformer, but the portion of the unit with the actual transformer box WAS included in the shipment, the only thing it needed was something to actually deliver electricity to the transformer). <br />  <br />HALLELUJAH!!  A local Circuit City stated they thought they had what I needed, and said that I could bring the part that I DID have to the store and they'd try to find the power cord that fit it (and since they sell WebTVs, I figured that perhaps if I looked pathetic enough they'd feel sympathy for me and grab a cord out a WebTV box they had on hand) -- remember, I was still under the impression (given me by the RCA/MSN customer service people), that this transformer -- including the power cord part -- was a unique design solely for the WebTV and that trying to use anything else would risk damaging the WebTV unit and/or the transformer box. <br />  <br />HALLELUJAH!  HALLELUJAH!  Circuit City indeed had a power cord to fit.  And, as it turned out, so does Radio Shack, CompUSA, WalMart, etc.  This mysterious and \\"unique\\" power cord turned out to be your common, everyday laptop computer power cord.  So much for RCA/MSN's claim that there were absolutely none available anywhere within the known (and presumably unknown) universe. <br />  <br />Circuit City gave me the power cord for free; pretty decent of 'em, considering I hadn't bought the WebTV from them. <br /> <br />When I got home, I plugged the supplied transformer line into the WebTV unit, then attached my Circuit City-acquired laptop power cord into the other side of the transformer box, and plugged it into an electric outlet, and VOILA!  It worked perfectly. <br /> <br />As I stated at the beginning, this is the first time I've used WebTV, but I am an experienced PC/Internet user.  If I was going to rate this model of WebTV just on my experience so far in going online with it and using it for email, I'd probably have given it 3 stars (I knew not to expect PC bells & whistles, and while good enough for what I wanted it for -- simple email access and limited web browsing -- I've found it unnecessarily clumsy and awkward in its page designs and ability to access certain online fields). <br /> <br />But due to the extreme hassle they -- meaning RCA/MSN, not Amazon -- put me through for a cheap, commonly available part, with a policy (which I was told came down \\"from headquarters\\") of telling customers they are going to have to wait weeks, if not months, for the part to become available (and what do they expect these customers to do in the meantime?), I would have rated it zero stars if the option was available.  If they treat new customers this way, there is no reason to expect they will treat longtime customers any better. <br />  <br />Remember, it's stated in the user manual that there is an unconditional warranty on labor and PARTS (complete replacement for free) for the first 90 days; but yet the manufacturer is telling customers they may have to wait anywhere from 14 to 90 days for an item that you can easily find in any electronics or computer store. <br />  <br />So buyer beware -- if you are going to buy this model of WebTV ANYWHERE -- whether from Amazon or another venue, make very sure to verify that BOTH portions of the power transformer are included.   <br /> <br />Don't just accept an assurance that someone looked in the box and saw it -- I was fooled at first too, since what IS included is the cord that has the fairly large transformer box on it, and without taking it out of the frosted bag it is packed in, it indeed at first glance looks like you have what you need.  It isn't until you actually open the bag and take the item out that you can verify whether the 2nd cord is also in the bag. <br />  <br />BTW, I again want to stress how HELPFUL the Amazon customer service people were through this whole process; when I called back the final time to let them know that I'd resolved the problem by getting a power cord at Circuit City, the person I talked to stated that they would be issuing me a credit for $10 just for all the aggravation I'd gone through -- pretty nice, considering the problem isn't even their fault!