Mitsubishi DLP 06 - Failed light engine

[sheldon1451]

Mr Smoofy::::
The problem is that you're speaking to, and getting info from, their call center "CSR's".
DO NOT ACCEPT WHAT THEY TELL YOU. Demand that they transfer you to a supervisor that has decision making capabilities (nobody at the call center does, so they'll have to transfer you to the "States"....).
Do not pay anyone. This was never an issue with me, and every authorized Mitsu service center was notified of the recall.
Let me know how you do.

Akirby: The issues begin discussed here involve the DLP's manufactured in '05 and '06. Mine was the 73" DLP Diamond Series. Richard (moderator, technician) has indicated that the new sets do not use any of the parts that are involved in this particular issue. I think your main consideration at this point would be to review how Mitsu has handled this. Other people will have differing opinions, I'm sure!

[akirby]

Mr Smoofy::::
I think your main consideration at this point would be to review how Mitsu has handled this. Other people will have differing opinions, I'm sure!

Let's see - Mitsu responded (without being forced) by extending the factory warranty an additional 2 years. What else could they do?

Of course they had parts issues - no company expects to have that many failures within such a short period. They couldn't have possibly planned for something like that. While it's frustrating I don't see how it can be deemed poor customer service. It would be nice if they made up for the parts shortage with a rebate coupon or some type of free upgrade.

All of the other complaints seem to be related to the extended warranty companies, not Mitsubishi.

So no, I don't have a problem with how Mitsubishi handled this. In fact, I'm impressed. And since I don't buy extended warranties I won't have any of those problems, either. Knowing Costco, they'd probably just replace it anyway.

[sheldon1451]

They extended the warranty 12 months covering the light engine for a total of 24 months...not a 2 year extension.
Not sure why you are on the defensive. The "poor" customer service is a direct result of how they outsource that function, who they outsource it to, and the escalation process.
I'm sure you'll defend that as well.......so why are you hesitating?..The DLP, in my opinion, has one of the best pic's for the money.
Go for it.

[RTHVZB]

I
Can someone summarize the problems that have been occuring (years, models)?

Costco has a 73" WD-73734 for $2799. Costco also extends the factory warranty to 2 years. Opinions?

My other option is to go front projection. My room isn't big - it's about 9 feet now to the CRT RPTV screen. 10 for a slimmer DLP and 11-12 for a projector screen mounted on the wall. max screen size would be around 85". This is a dedicated HT with total light control. I see some bargain 720p projectors but not sure how that would look at that distance and screen size.

Opinions welcome.

Akirby,

The models w/ with issues (that Mistu has identified via extension of warranty for defective parts), as Sheldon pointed out, are all '05 and '06 models. You can find the exact model numbers and parts covered here: http://mitsubishi-tv.com/j/i/18312/Warr ... mid=125622

The wd73734 is an '07 model and is not identified as an "issue" model. My '06 wd73732 is currently being replaced by a wd73734 and I'm confident that I'll have no issues.

As you'll find in the threads here, Mitsu has horrid customer service, but DOES address issues w/ their products (albeit, slowly due to parts availability).
Personally, even with all the problems I and others have had, I'd purchase another Mistu product any day of the week, including a DLP Television.

CostCo's auto-warranty extension is a nice add-on for the TV and worth it considering the price you quoted. Note that CostCo has a 90 day return policy on TVs for a refund. After that 90 days, you'l be dealing with Mitsubishi customer service.

Lastly, 10 feet as your viewing space will be fine w/ a 73" rear-projection set. My room is 15 x 30 and I use a little less than 1/2 the room for the TV/sitting area. Overall, the viewing positions are about 10 to 11 feet from the TV and it's beautiful.

Good Luck and enjoy!

[RTHVZB]

Of course they had parts issues - no company expects to have that many failures within such a short period. They couldn't have possibly planned for something like that. While it's frustrating I don't see how it can be deemed poor customer service.

The poor customer service lies in the fact that...

You call, they read from script, your told when your parts are expected to ship.

You call back for status, they read from a script and they have no knowledge of your last call. They tell you your parts are on back-order but will be "expedited". It's just lip service - there is no such thing as expedited. Maybe you feel better being told this as you have no knowledge of their tactics (yet).

You call again for status, they read from a script and they have no knowledge of your last TWO CALLS now or that you were told your parts were expedited. You're now told your parts are delayed another month but will NOW be expedited. You're upset and ask to speak with a supervisor, they say none are available, sum1 will call you within 1 business day. You never get a call back.

You call again for status on the parts and the lack of supervisor call-back, they read from a script and know about at least one of your previous calls (maybe) but have no record that you asked to speak with a supervisor. Your told the parts are still a month away but have been expedited. AGAIN, you ask to speak with a supervisor and AGAIN they say none are available, sum1 will call you within 1 business day. You never get a call back.

On and on it goes. Eventually, you might get to speak with a supervisor (it took me about 10 calls!). Now you're getting somewhere right? Nope.. the supervisor has the same info (less scripted) and still serves up the same lip service of prioritizing, expediting, blaming your tech service, etc.

I'm sorry, but this riga-ma-role is not simply frustrating, it's the gold standard with them and wholly ridiculous - full of lost information, mis-information and out-right lies. THAT's how it can be deemed "poor customer service".

So no, I don't have a problem with how Mitsubishi handled this

You don't? Perhaps you should go look for an '06 model DLP 73" and begin to feel the pain of this issue firsthand as you obviously can't understand the magnitude of it.

While I agree that they could not have planned for the issues - it's 2008 and we're talking about 2005 and 2006 model televisions which they KNOW are failing and have extended the warranties on. Even without a plan, do you mean to say, all through 2006 & 2007 they could not manufacture enough replacement parts?? Please.

How about if they know about an issue to maybe escalate production of the failing parts to meet the demand?

In fact, I'm impressed.

There are people on this board who have waited 6 months or more for a part replacement and some STILL waiting. Through it all, they were lied to, mis-informed, delayed, promised things that never happened and repeatedly put off. Oh Yeh - that's impressive!
Hats off and kudos to Mitsubishi!

Gimme' a break...

[akirby]

They extended the warranty 12 months covering the light engine for a total of 24 months...not a 2 year extension.

Here is the warranty info from the Mits website. Notice the bold part.

Mitsubishi Digital Electronics America, Inc (MDEA) 2005/ 2006 DLP

[sheldon1451]

I stand corrected on the warranty extension...
Thank you.

[RTHVZB]

Obviously their CSR line isn't setup to deal with customers calling to check on parts - that's usually done by the service centers. Sheldon's problems and 6 month wait had more to do with the extended warranty company and the retailer more than Mitsubishi.

I was told by my tech service to call the CS center myself as they do nothing for the techs and only respond to the consumer.

Additionally, if they're not setup to take calls on parts - then how can they "expedite" orders for such? That makes little to no sense.
Even though we're well aware that's all a line and a lie - they still tell consumers that. So, I'd have to assume they ARE setup for such calls (especially given that there's no other number for consumers).

Also, Sheldon is not the only person here who has waited 6 mos.
When this started, I also was informed by 2 different tech services to expect to wait 6 mos. since they have other Mitsu clients who have been waiting at least that long if not longer for an optical engine.

I'll take Mits less than perfect customer service over a company that won't stand behind their product anyday.

Me too.
Even knowing they have horrible customer service - you're right; At least they stand behind their products.
It would be nice if they did so without lying.

[akirby]

Additionally, if they're not setup to take calls on parts - then how can they "expedite" orders for such? That makes little to no sense.
Even though we're well aware that's all a line and a lie - they still tell consumers that. So, I'd have to assume they ARE setup for such calls (especially given that there's no other number for consumers).

All expedite means is make it a higher priority. You can expedite all you want but if they don't have anything to ship it won't do any good. If they said they shipped it and they didn't - that would be lying.

When this started, I also was informed by 2 different tech services to expect to wait 6 mos. since they have other Mitsu clients who have been waiting at least that long if not longer for an optical engine.

Didn't we already agree there was a parts shortage based on an unexpected high failure rate?


I will admit that they need a better process for managing customer expectations under this type of circumstance. And for people who can't get a repair within a reasonable amount of time they should have a policy to get them another TV, even if it's a loaner.

My experience with these types of issues at large corporations is that it's typically not done on purpose but rather their processes simply aren't setup to handle something like this (on this scale at least). Good companies use this as a learning experience so they're prepared if it happens again.

[redogleader]

Does anyone here have the direct line number to Mitsu in Irvine?
It's been over 2 months with my issue and I'm tired of being patient.
Also, if there is a name to go along with the phone number that would be great.
Thanks
redogleader