NBC10 Boston Responds: Staying Plugged in - NECN

NBC10 Boston Responds: Staying Plugged in



    Staying Plugged in

    Technology problems affected a legally blind man's quality of life. He reached out to NBC10 Boston Responds for help.

    (Published Tuesday, Oct. 2, 2018)

    Ted Carter is legally blind and he relies on his Bluetooth wireless headset.

    "It's a godsend," said Carter. "It will give me weather. It will give me time of day. I can make phone calls and receive phone calls. That's important, because some days, my vision is better than others, but I know that looking at that screen is not a good thing for me."

    He bought an LG headset last year for $150 and it worked great — at first.

    "About four months in, I started having a problem with the right side," said Carter. "The volume was lower on the left side and I found out there was nothing I could do about it. There was no adjustments."

    The product had a one-year warranty, so he returned the headset to LG Electronics and they sent him a replacement set. But he says the same thing happened again. He eventually lost audio on the right side.

    "I call LG customer service and I tell them what my problem is and I tried to explain to the young lady — I didn't give these to a kid. I didn't go swimming in them. They weren't abused, but they weren't working," said Carter.

    Carter says LG customer service told him that they had fulfilled the warranty by sending him a replacement for his original set, so he talked to a supervisor, telling him he thought there was a flaw with this headset model.

    "The guy takes my information and says, 'I'll get back to you in a couple of days.' So I'm optimistic," explained Carter. "I never heard from the guy again, so I called back."

    He called LG customer service again, and eventually corporate headquarters, but he could not resolve the problem.

    "I was frustrated and I was angry," said Carter. "I'm feeling that I didn't get what I paid for."

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    Ted turned to NBC10 Boston Responds for help.

    "Responds is right," said Carter. "NBC got back to me that next day."

    We asked LG to take a look at Carter's complaint, and they sent him a new pair of headsets — an updated model. LG did not respond to our request for a comment on the situation.

    "The bottom line is that I knew that I could have, not on my own, had this issue resolved, if not for NBC," said Carter. "Strike one for the little guy."

    Like Carter, if you're having a warranty issue with a product you bought, you can always voice complaints with the Better Business Bureau, the Attorney General's office, or the Office of Consumer Affairs and Business Regulation.

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