sheldon1451 wrote:Oh...I can believe how "pissed off" you are!!!!..........it is extremely discouraging trying to deal with them. Chances are you will never get a call back from a "supervisor". I don't think they exist.
As you know from my posts, my 73" DLP has been out of service since August (now there's a "GRRRRRRRRRRR" for you!!).
This is the end of the long haul for me. I have also been told that my part is now "expedited", and that it will be shipped within 2 weeks (that was on 12/6). IF this is delayed one more time, they can expect a certified letter demanding a replacement TV and they'll have the time that is statutory in Calif to do just that before I file a small claims action against them.
Maybe I should just hold a fund raiser for a needy organization in our town:
Take the TV outside somewhere, and raffle off blows to the TV with a sledge hammer. The first swing would be the most expensive...etc..etc...the media exposure would be great, don't you think????
Best of luck to us all...................
Sheldon - you have WAAAY more patience than me. I'm already writing letters and bitching to them and it's only been a couple weeks.
I'd be demanding a replacement if I was in your shoes! Waiting since August! How long is too long! Unreal!
Do whatever it takes to get satisfaction! Send them the certified letter today! I'm starting with e-mails, but the certified letter is not far behind, believe me.
In order to understand why I've been waiting so long, you need to read my posts from the beginning. When my light engine went out originally, Mitsu was quoting mid-November for the replacement. I was under an extended warranty contract with Warrantech (RepairMaster). They sat on the claim for 2 weeks, then the service techs took 2 weeks to come out....because of the delay for a replacement, they (warrantech) instructed our service tech to send it to PTS in Ohio to be rebuilt. That took another 3 weeks. The service tech came out twice missing parts! Each service call/visit took anywhere from 5 to 10 days to reschedule (nothing like high priority!). The rebuilt light engine crapped out after the first 20 minutes, and naturally the service tech was not there when it happened. PTS refused to believe that the engine was still no good and I was caught in the middle between them, the service company and Warrantech. Warrantech wanted the tech to come back out and remove it and ship it back to PTS!!............In the meantime, Mitsu issued the extended warranty bulletin, so Warrantech basically washed their hands, told the service tech to order a new one from Mitsu under their extended warranty. The service tech did that on 11/21. When I called Mitsu on 12/6 (I was on a much needed vacation), I was told they were waiting for paperwork from the service tech for the verification it was the light engine and the estimate. They never told them they needed it, so another 2 weeks wasted!!..(ok, u got the summarized version of my posts)...I had hoped that it would be "quicker" to resolve this without going the legal route, but I don't hold out too much hope anymore.
After calling CS daily and repeatedly being told my order was expedited then finding it never was and waiting for a "supervisor" call back that never came, I called again today and received yet ANOTHER version of events and status of my order.
After going round-round w/ the CSR and a lot of separate hold times, I was finally put through to sum1 I was TOLD was a supervisor.
This person apologized for all the confusion, but blamed my tech service for the issue saying that Mitsu contacted them after my initial call ( which was the same day as the original order placement) and Mistu was told by THEM that the part was not on backorder and THEY expected to receive it same day.
To me, this is complete Bull and I told him so. How can my tech service POSSIBLY have better information than Mitsu themselves! To this, he responded that Tech services have their own channels outside those of Mitsu and therefore can obtain parts (backorder or not) even when Mitsu may not have them in stock. Again.. I called Bulls*&t, saying this is just Mistsu's way of moving focus off their shoddy CS and Parts replacement and onto a blameless tech service who is at their mercy, just like me. AGAIN I was told my problem is not w/ them but with the tech.
As an aside - I had spoken to my tech service a few times and was told they were informed the same thing from Mitsu - that my part was on backorder and would not be shipped until late December if I was lucky, but to expect early January. So I knew all this was just lies and lip service.
Anyway, I explained (very nicely mind you) everything that had been going on w/ my order, my repeated calls, the differing dates I was given for shipment of the part, all the garbage I have been through, etc, and capped it off with telling them that, due to Mitsu's updated warranty on this specific TV and this specific Part, that I consider this to be a case of consumer fraud. Mitsu continues to knowingly sell defective merchandise to consumers. Since I had my TV less than a week before this issue occurred, I was deliberately sold a defective product and as such, I WILL seek legal counsel in this matter if I do not receive satisfaction.
To this, I was told that I could possibly receive a "Loaner TV" but that my broken TV could not be replaced unless it could not be repaired. Even the Loaner would have to be discussed with yet another supervisor who would have to call me back within 1 business day (sound familiar yet?). But, please give them 2 weeks to get the parts to me before going further. (What!??). He then said they would try to ship my parts ASAP but no later than January 9th, 2008. So, I basically got nowhere and it's back to waiting.
So, in the end, my part is still on backorder and here I sit waiting for someone to call re: a loaner TV. If and when they do call me I'll go through this same thing again and again push for replacement.
I have already sent an e-mail to the CSR center along with a certified copy to the Mistu North America corp headquarters. We'll see if it gets me anywhere. So far I've made no progress and only received lip service from Mitsu. I expect that to continue.
BTW - Regarding the problem getting worse as the TV warms up. That appeared to be true when this first happened. After maybe 1/2 hour the TV would begin to act up and if I turned it off (cycle down) then back on it would be better for a time (sometimes 1/2 hour, sometimes 3 to 10 mins).
Then one day last week, before going to bed I turned off the cable box, but not the TV by accident. The next morning and all the next day the TV was fine. So I continued to leave it on all the time.
Some times I can see, even w/ no picture, it's flickering and fluttering, but it seems MUCH more stable for longer periods when it's left on constantly. I have no idea why this would be. But it actually seems to correct itself if left alone. Sure, it still screws up, but it seems to be less frequent than when it gets powered down and turned back on. I'm probably killing my lamp now too by doing this... but - at least I CAN watch the damn thing for awhile.
Strange I know - but thought I'd throw that out there for anyone else who is having similar issues.
Maybe it's the power supply for the light. It's a nasty lttle module that has around 30Kv in it because the light is a zenon bulb (at least that is the typical scenario in DLP projectors). A few have come through here with failed lamp power supplies and the replacements are not cheap.
Early Adopter. Stand alone home theater. Panasonic TH-58PZ700U Plasma, Denon AVR 4306, SpeakerCraft MT3 L/RF, MT2 L/RR, AIM LCR6 center channel, flush mount wall speakers, JBL sub. DTV H20-100S DVR. Sony BDP-300S. Logitech Harmony 1000.
Mitsubishi has just now agreed to replace the TV with a brand new model. The service tech has already called to schedule the pick up of the old set (one week from today). Once Mitsu receives the tags from the old TV back, they ship the new one. The whole process should be done in apprx 2 weeks. It's been a long battle! Looking forward to the final resolution. I will post the outcome or anything else that comes up.
Thanks to all that have "listened" and sympathized! I hope that everyone's outcome will be satisfactory for them.
Happy Holidays.
Sheldon
sheldon1451 wrote:Mitsubishi has just now agreed to replace the TV with a brand new model. The service tech has already called to schedule the pick up of the old set (one week from today). Once Mitsu receives the tags from the old TV back, they ship the new one. The whole process should be done in apprx 2 weeks. It's been a long battle! Looking forward to the final resolution. I will post the outcome or anything else that comes up.
Thanks to all that have "listened" and sympathized! I hope that everyone's outcome will be satisfactory for them.
Happy Holidays.
Sheldon
EXCELLENT NEWS! Congrats!!
I can only hope for the same!
Hopefully that "2 weeks" from tags to return is not the usual Mitsu "2 week" wait! But, that's great news nonetheless!
Who did you finally end up speaking with that could make the authorization for replacement?
On my side, I actually DID receive a callback after this last go around. The usual apologies ensued, Of course, I continue to push for replacement but the best I got was a plea for "5 business days to attempt and get the part in the mail." After 5 days, if the part cannot be shipped, the issue will be "re-assessed". Uh-huh.. So, they have their 5 days. But, I'm certainly not holding my breath for that - we'll see what happens.
Again, congrats Sheldon! Please let us know how it goes!
Had my visit from the repair person on Friday. Really nice and knowledgeable. (AVR in NC)
Looked at the picture on my 11 month old WD-65732 and diagnosed the problem as the light engine.
Called an ordered replacement parts, but due to holidays and process approvals will probably take 2-3 weeks before parts arrive.
Include me on any class action suit.These units need to be recalled and replaced.By the time it can be repaired, 8 weeks will have passed.
This situation needs a remedy.
Congrats on those who, through much hassle and heartaches, have gotten a response from Mitsu.
Good luck to us all.
Redogleader
When I phoned their customer service dept for an update on the light engine shipment that was supposed to be done by the 20th what I heard was just the same old script being read. I continually told the rep that the answers he was giving me were not satisfactory. For anyone that has ever spoken to them, you know that they have a tightly scripted response with zero authority to do anything.....except escalate when you demand it. I continually demanded to speak to a supervisor or manager and was finally told that I was being transferred to someone who could give me more accurate info as to the status of the order. I was elated when I heard a friendly voice on the other end who was obviously NOT in the call center in the Philipines, but WAS at their Corp HQ in Irvine, Ca. She was the lady that held the magic key...and.....I was VERY pleasant with her, letting her know how much I appreciated finally speaking to someone that could help me. I pointed out that I have been without the TV since August (which she knew based on the notes in the file). She was very apologetic and told me that as we spoke she was sending out an e mail to the warehouse for a priority update on the part status. She promised that someone would call me back either the same day, or the next morning at the latest. I mentioned to her that I was getting ready to send out a certified letter demanding a new TV or court action would ensue. It was stated to her not as a threat. More as a fact because of how long I have been waiting. She told me that she was escalating the issue to her boss and that a replacement was a possibility under the circumstances. The following morning I received a call from a person that is a "level 2" customer service individual (I believe that's what he said), and he went on to tell me that since parts are still not available, Mitsu has authorized a replacement. He then went on to tell me the steps we need to go through in order to make it happen. He also told me that since I also bought the stand, IF the new set will not fit the old stand they will have that replaced as well. I was told that if I have any questions from here on, he is the rep handling this and when I call the 800 c/s # the notes on the file will get me transferred directly to him...YAY!!!
It has been a long haul and a lot of the delays could have been avoided if (A) the warranty would not have been originally routed through the extended warranty program. Those folks delayed all of this by at least 30 days..and (B) if the tech that kept coming out missing parts would have not had to keep rescheduling. Each time that happened it was another 5 to 10 delay.
In the end though, it might all work out. During all of these delays, Mitsu made the decision to extend the original warranty. Now, if they can only satisfy all of the consumers that have a legitimate problem due to the inavailability of parts.......................
They also need to rethink their approach to "Customer Service" and enact a more consumer friendly approach in order to get to the right department(s) for much needed assistance.
More to come..................................Good Luck.
Okay everyone. After waiting since September for a light engine for my WD-73927 to be fixed, Mitsubishi FINALLY sent the part (December 12). The repair shop (the story I purchased the $6,880 TV from) said they put the part in and then needed to run the TV for 2 days before bringing it out.
SO...my kids happily turn it on and after about an hour the TV starts doing the green/purple thing. It's intermittent...so I was hoping it was a fluke. But NO! Not only did we get the screen going bad more and more in the hour...but now we have what appears to be the black and white checkerboard screen of DEATH! We cannot do anything to get any type of picture.
We have been patient long enough--We are livid! BEWARE consumer!! Mitsubishi TVs are not what they used to be!
Yep...This is what I got from my supposedly fixed TV...
Cheryl:::
Try getting the c/s agent at the call center to transfer you to customer service in Irvine, Ca.....don't accept any answer from the call center....it's all scripted. About the time they believe you're ready to burst an artery, they should transfer you......hopefully....if the agent won't, hang up and try again....keep trying.....
sheldon
