Dennis Malone

Review of Curtis International Ltd

Two months after I purchased an RCA microwave from...

Two months after I purchased an RCA microwave from Home Depot s website, the inside light bulb blew out. I contacted Curtis International Ltd. to request a replacement bulb or reimbursement for the cost of a new bulb. Per their request, I provided them with all requisite information.



Every response was along the lines of We understand that you need assistance regarding your warranty claim. Please be informed that our concerned team is already working on your case,... Then I wouldn t get a follow-up unless I prompted them again whereupon they responded with a new copy-pasted excuse.

Somewhere in this labyrinth was a contrary response: "we are not able to cater [to] your concern with light bulbs since we do not have any functional part, in addition our replacement period for [a] part is 30 days from the date of purchase. I re-read the warranty that came with the unit and there was no mention of a thirty-day period. When pressed on this, they found yet another excuse.

The most peculiar excuse was from one of 8 CS agents who notified me that I must demolish the unit and send them photos of it.

When I questioned this absurdity, I got useless flow-charts to demonstrate their policy (which is also nowhere to be found in the warranty posted on Home Depot s product page). The warranty that came with the unit does state that the product must be rendered inoperable or returned for fulfillment of warranty to verify that the unit was, in fact, destroyed, so they can, I guess, validate the claim then reimburse the customer for the unit.

There's no clear statement from the warrantor of this render the unit policy in the pre-purchase warranty on Home Depot's site (the version I read before purchase). Had I known I had to destroy the unit, I never would ve bought it.

With no end in sight to this nightmare, I relented and sent photos/video of my destroyed microwave. Ironically, while awaiting a response, I got an email stating that they could NOW send me a replacement bulb. What an absolute clusterf*ck of an operation.

After a week with no microwave, I finally received a check.

Evidently, their m.o. is to wear the customer down with evasive responses, with copy-pasted excuses ad infinitum, hoping that the customer will become frustrated, tire and eventually give up.

A company should stand behind their products and honor their word to the consumer. I don't recommend nor will I ever purchase any product this company provides warranty fulfillment for RCA, Sylvania, Proscan, Fridgidaire, Igloo, and their own Curtis brand.

I don t know who they re paying to leave positive reviews but, search curtis international reviews, check their BBB rating, and pissedconsumer.com for more cautionary tales. You ll see that they're notorious for this sort of incompetence and piss-poor, atrocious customer service.

If I could give a lower rating, I would.

They're the worst.

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EDIT: 5/1/21 In re company's reply

1. Nobody mentioned any of this once. It's not stated in the pre-purchase warranty nor explicitly in the post-purchase warranty. If it's not covered under warranty, why did you start a warranty claim?
2. When you can't see the progress of what's being heated, bulbs DO affect functionality of the unit.
3. ...yet your CS agent told me to bring it to a repair shop.
5. Using COVID-19 is a weak cop-out. Plenty of businesses are operating as CS agents work from home. Another lame excuse.
6. Not surprisingly, your sequence of events is backwards. Claim was started THEN someone emailed about the bulb. I have the emails to prove it.

Obviously, you had (or could get) a bulb. If you'd said from the start it wasn't warrantied, that would've been the end of it. But I kept getting responses, thinking that it was a warranty claim and it would be fixed.

Stop copy-pasting replies to customers. It's the height of laziness. Respond to customers like human beings.

Bottom line: your CS department sucks and needs a major overhaul. NOW the matter is closed.