Consumer's Original Complaint:
On 02/19/07 via Best Buy Maier TV was contacted for repair to our 50" SONY LCD TV.
On 02/20 we called Maier, and Nicole said that the part was being ordered, as lamps were not kept in inventory due to 30 day warranty. On 02/27 techs from Maier TV came to our house and installed a new lamp, they told us the lamp had a 30 day warranty. After turning the TV on, techs were shown the purple/yellow clouding/hazing in the TV picture. Techs advised to call Best Buy for another repair ticket and that the TV would need to be taken to their shop because there was something wrong with the optical block/light engine.
On ~03/01 Maier TV techs picked up our TV and returned it on 03/13@3:27pm after cleaning the optical block/light engine. The first few days TV seemed fine, but then the picture grew darker as days passed.
On 03/22 I called Maier TV and reported the problem, the tech was to call back. ~4:15pm on 03/22 I heard a pop/snap noise in the living room and upon checking found the TV with a black screen and it would not turn back on. (9 days) I called Maier TV, notified them of problem, agreed to drive my TV to their shop the next day, as they would not be able to come until late in the following week. I contacted Best Buy on 03/22, opened new request for repair, took the TV to Maier on 03/23 at ~9:30am, the tech pulled the lamp from the TV while I was there, it was blown.
Nicole at Maier said she was going to push Best Buy to just replace our TV, which after made no sense, as the lemon policy did not kick in until the 4th repair. I called several times over the two weeks that they had the TV and never received straight answers from anyone.
Was told things like waiting for Best Buy to authorize the lamp replacement, warranty covering repair even though they didn't have to, part on order should have been in by now, to blames & excuses against Best Buy and ourselves for the lamp blowing up. (On 03/23 I told Nicole and the repair tech of how I like the TV and its exceptional signal ability, as the TV used to be on my south living room wall, and I tuned in channels that was not part of my cable package, and the cable guy told me that the SONY was a great TV for pulling signals out of the air, and since the repair I had placed the TV on the west wall of the living room, and was tuning in other channels that were not part of my cable package.) Nicole at Maier, took this story (which my daughter was present and heard me tell) twisted it, and blamed me for the lamp blowing cause I kept moving my TV from wall to wall to get these other signals for viewing.)
This TV was installed on the south wall and sat on that wall until 02/20, when I decided to rearrange my living room since the TV was broke and moved it to the west wall, where it still sits today broken.)
There is more detail to this than there is room on complaint form. But after several weeks of lame responses, excuses and heated exchanges of words, we picked up the TV from Maier on April 13 at Best Buys request. I anticipate that after the BBB investigates, reviews our notations, and the warranty from Best Buy, it will be found that Maier TV not only installed an inferior part, they are responsible for the repair since the lamp installed blew up after nine days of use. I researched our TV and the installed lamp via the internet, and discovered that the part installed was not a SONY part, the vendor/manufacturer of the part itself offers a 90 warranty, & Maier TV is not an authorized SONY service center.
We sent Maier TV a faxed written request 04/16, requesting copy of detailed invoices for previous 2 repairs in which they were paid a total of $675, (and having copies of the repairs is part of our lemon policy in the Best Buy warranty) a copy of the lamp vendor information and warranty, copy of all communication with Best Buy regarding our TV repair, and written copy of Maier's repair warranty. Maier has not replied or provided the requested information. Best Buy complaint to follow.
Consumer's Desired Resolution:
WE think Maier should REFUND our warranty insurance company the money charged for the lamp installed that was not a SONY part and obviously defective.
Maier TV should provide ALL requested documentation requested in the 04/16 fax.
Maier TV should send letter of apology to us for their poor service and inaccurate relayed information to Best Buy that has caused further delay in our TV repair.
Maier TV should not pass themselves off as a SONY service center. And if the BBB investagation proves that Maier was/is responsible for the blown lamp replacement, Maier should have an open negative remark placed in the BBB records for other consumers to read. I look forward to discussing this further with an agent of the BBB.
Best Buy complaint to follow also.
Trudy
Spokane, Washington
U.S.A.
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