HDTV Forum

The only # I was ever given is the 800 # that goes to their call center. Even after I got 2 calls from Irvine, I was told to call the 800 # and I would be transferred to Irvine....
Good luck....

Responding to
viewtopic.php?p=30055#30055

For every manufacturer there is a person or group that is asked to engage a crystal ball to determine what parts are going to fail over the next 5-7 years. A risky job at best. If too much is stocked the company suffers from our oppresive tax system. If too little is stocked the company suffers from irrate customers because they have run out of stock.

For example lets say this person at Mits decided that 10% of the light engines would fail for this particular chassis/model. If that goes up to 20% then you have exactly what has happened, no parts. Further research into the higher failure rate may infer a design problem. If it is found to be a defect in their engineering, parts suppliers or assembly then that needs to be corrected as well. The final conclusion and the cured new parts can take quite a while. I think we are at that point but that is opinion; I don

MrSmoofy wrote:Well the reason I say shafted is because when I called them about this they said I needed to call who I purchased it from (Sound Advice) and have them send a service person to check it. That's fine but I do not feel I should have to pay them $95 for the service call and $120 each way for them to come get it diagnose it and bring it back just to determine it is the optical engine which after reading this forum and seeing the video on you tube I'm 99% it is.

$335 for a warranty repair for something that shouldn't be happening. They need a better way to resolve this.

Yikes...

We are the eyes and ears of the manufacturer so each and everyone of these technically require an ASC to inspect your display and verify that you are covered. That means they have a right to tell you that if they come out and find that you have a different problem there will be a service call fee. This is why the CSR is telling you there is nothing they can do based on their scripted responses.

Appears the service center is lost. The warranty extension is relatively new so maybe they are not up to speed. Your only choices are to contact the CSR and try to get transferred to Irvine for a resolution, provide a copy or web link of the extension to the ASC or find another ASC in your area that already has a grip on this.

Oh, Sheldon, I too had to look again at that warranty extension again for a customer thinking the same as you, 2 years total instead of 3.

Bravo, Richard. You bring sensibility to a sad affair..............

Latest round with Mitsu service center and the authorizes repair center.Mitsu needs the parts order number from the repair center to track replacement parts for my tv.
After 20 minutes on hold while Mitsu agent tried to contact repair center, no luck.I asked to be transferred to next level. After 18 minutes on hold finally got agent number 2. He tried to contact repair center with no answer. Mitsu can't get me answers without order/part numbers that repair center won't give me and Mitsu can't get from the repair center.......
Agent number 2 says will have someone call back as soon as they get through to repair center (Audio Video Rpair Center-NC)
More than 2 months and the problems continue. Time to contact my local consumer reporter for some help. I don't know where else to turn!
redogleader

I feel your pain and frustration
The last thing that you want is to be put in the middle, but that's where you are! The only thing you can do is keep calling them..(both Mitsu and the service center). Is there an alternative service center in your area? You can find the authorized centers on Mitsu's web site.
Hang in there!

redogleader wrote:Mitsu can't get me answers without order/part numbers that repair center won't give me and Mitsu can't get from the repair center.......

Why won't your repair center give you an order or parts number? That sounds strange.

This isn't a Mistu problem. Sounds like your tech service is the one to be giving a hard time to. So, call the repair center and bitch until you get some results. They should have given you this information as soon as your order was created and submitted to Mitsu.

I just got off of the phone with warrantech (they have/had the extended warranty on my old set). They'll transfer it...........but.............they need a letter from Mitsu stating that it was replaced with a new set and that they removed the old one..!!!!!!!!!
Good luck to me!!!!

Latest update....after much unnecessary hassle, able to pry the repair parts order number from AV repair service.(Why must everything be a battle,what was so secret that I couldn't get an order number without outside counsel?)The secret to good customer service is no secret...just treat people the way you would want to be treated, but i digress..........Called Mitsu and was on hold for 45 minutes., but confirmed shipment of parts today, arrive in 2 days.(hope it's the right parts)
We'll keep up progress as it happens.
Thanks for the words of encouragement from those on the board....
redogleader

Progress!!!...Congrat's.
I totally agree with your observation about customer service! (don't know how to use "quote" on here!!!).....
Hopefully, you'll get the correct parts and your issue will be resolved.