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Our RCA RMW1178 microwave stopped heating after 11 months. Unfortunately, RCA doesn't honour its own warranty but sends you to another company called Curtis International.

Curtis strings the customer along endlessly, seemingly with no intention of replacing, repairing or refunding the defective product.

They made us jump through a million hoops, including sending irrelevant photos, like the exterior of the microwave (as though this would show why it was not heating food). We are seniors and told Curtis we had no smartphone, but they insisted on the pictures, so we had to get a relative to come in and take the pictures we had to send by e-mail.

Curtis took several days to determine what step we should take next. They told us to take the microwave to a third company, Downtown Dupont Electronics, which is about 25 km from us on the other side of the city of Toronto.

So after checking maps, my poor 81-year-old husband drove to Dupont, only to find out Dupont is NOT EVEN AFFILIATED WITH CURTIS!! So he had to return home with the microwave after a several hours' journey.

Meanwhile, Dupont must have contacted Curtis, because even before my husband arrived home (a very long distance on crowded highways), we got an e-mail from Curtis claiming they had just found out they were not affiliated with Dupont and apologizing for "the late update." This is when we knew we were dealing with either crooks or imbeciles.

Curtis next commanded us to bring the microwave to their OWN ADDRESS, as if they just remembered that they themselves fix broken microwaves! Their location is just as far from us as Dupont, which would require more hours of travel for my husband.

We phoned Dupont to assess the veracity of what Curtis told us about their sudden loss of affiliation. Dupont said they haven't had a working relationship for months actually, and was doubtful that Curtis would do any repairs themselves. That confirmed our gut feeling that Curtis would just stash our microwave in their basement and do nothing with it.

So we decided not to waste any more time with Curtis and were about to give up on the whole issue, when we discovered that Canadian Tire (from where we bought the RCA) has a 1-year replacement policy for RCA products.

So the day before the warranty expired we took our microwave to Canadian Tire, which replaced it on the spot without any questions asked. That's real customer-friendly service!

I wrote back to Curtis and asked why we had to jump through their hoops when all they had to do was send us to Canadian Tire for an exchange. Further displaying ignorance of their own policies, they claimed not to know about the Canadian Tire exchange program.

Then in true imbecilic style, after I'd told them we'd had the unit replaced, they said, "We would like to confirm if you still want to proceed with your warranty claim."

Save yourself a migraine and DO NOT BUY RCA PRODUCTS OR HAVE ANYTHING TO DO WITH CURTIS INTL.

Reason of review: Poor customer service.

Curtis International Cons: Difficulty in making a warranty claim, Jumping through hoops without resolution.

Location: 315 Attwell Drive, Toronto, ON M9W5B2

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Guest

I had exactly same problem.

Guest
reply icon Replying to comment of Guest-1697107

Same thing. Now they want me to destroy the unit they actual say beat it with a hammer and send them pictures.

Then they will decide what they will do about a tv that you can watch. Why can they get away with this.

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