NBC10 Boston Responds: Staying Plugged in

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."

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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