I purchased my 52inch LCD TV in June along with the 4yr ($400) service plan.in early Oct the picture started to become snowy and fuzzy. Best Buy had told us to call the manufacturer for the 1st year. When we called Zenith, they forgot to contact the first company.
The second company Electrisound (never call these people) came out and called in a replacement part for a digital box. They then gave our part to another cusomter and never called back to tell us if they had ordered another part. I just received a voicemail a month later to schedule another appointment.
After the part was given to another customer I called Best Buy, who promptly sent a tech to look at the problem. He order the same part along with another piece for the TV. When they finally arrived one was smashed. The tech put a rush order on the peice and replaced both, however the same problem still exsisted.
The tech, on his notes which I have a printout, states that the set is unfixable and request a no lemon replacement. Basicly a new TV. 3-5days passed and on the 9th of Dec I called when I heard nothing from them. After being told the system was down and they could not access my notes I demanded to speak to a supervisor. I was then told that they had trouble finding the tech, and that no notes were in the system from the tech.
I called around 1:30am on the 10th and was told that the tech had somehow been reached at 11:49pm on Friday night the 9th. I guess they found him at his favorite watering hole. (humor). What tech is around at midnight.
Dedication is his middle name. (again humor).
The report somehow now states that a replacement is again on order, (remember the TV is not able to be fixed), and that if I do not get the part by the 16th I will receive the all ellusive no lemon RA number. Well Friday has come and gone and now I am being told that it will take another 3-5 business days to receive the number.
I have worked for and have never treated a customer this way. My advice and what I will practice is to use a smaller local dealer for big ticket items. It may cost a little more in the long run, but it will be easier for them to hear the noise of an unhappy customer.
As a footnote, my expireince has been much worse than indicted in this letter, there are about 10 more calls to the store and corporate that I can't include because of the length. I wanted to spare you of the boring details. Thanks for reading.
Derrick
Obetz, Ohio
U.S.A.
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