Reported by Matt Gephardt
Produced by Michelle Poe
Photography by Brian Morris
Edited by Aaron Colborn
(KUTV) Ed Mears says his relatively new Velocity Cruz tablet has stopped working.

“In September, it started hanging up, freezing up,” Ed said.  “It would say connecting, disconnecting, connecting, disconnecting.”

Ed wasn't worried, after all Velocity has a one year warranty on their products. Ed said he called tech support for help which said they would send a replacement. But after waiting weeks for the new tablet, Ed says it has never arrived. Now, Ed says he can’t get answers from the company.

“I've called 10, 12 times and it keeps saying leave your number and we'll call back. They've never called back.”

With no response and a defective tablet Ed decided to Get Gephardt.

Get Gephardt called Velocity at their Richmond, Virginia headquarters and pointed out their own warranty which reads, they protect "against defects in materials and workmanship for a period of one year."

Velocity immediately said they'd look into it. And in a statement said, "We do our very best to provide first class, US based complimentary warranty support ... Obviously we fell short of our own standards with this customer."

Just like that, Ed got a call from Velocity the same afternoon. A week later, a brand new tablet arrived in the mail.

(Copyright 2013 Sinclair Broadcasting Group)
Warranty Goes Unhonored, Time To Get Gephardt