Toshiba
Warranty Issue with TV that has not been fixed in 4 months (it gets worse)

I reported a problem with my TV to Toshiba on Oct. 9th 2007 (TV still within one year warranty). Toshiba documented the problem and gave a few phone #s for local Toshiba repair centers. I called these repair centers (I believe there was 4 of them). None of which answered my calls I left voice mail messages to them. I waited 2-3 days and called Toshiba back, they gave me a few more numbers to try. One person called me back and said they could not fix the Toshiba they did not have a certified repairman for my TV. I called Toshiba again (they said they would line up a repair place for me. I got a call form another repair shop and set an appt. I took a half day at work to meet the repair person. They were a no-show. I called the repair place. The lady said they are no longer a Toshiba certified repair center and they can't get a hold of anyone to find out why they lost there certification. I called Toshiba again. They said they are sorry and will get another place to come look at it. Another couple weeks went by after sending in proof of purchase because the TV was now out of warranty and they needed to extend the warranty. The second shop showed up on Dec 9th (2 months later). He showed up and asked to see the problem. I showed him and he said yes its a known issue with the light engine on this unit and that he already has the part # for it since Toshiba sent it to him when the job was issued. He said he would get the part ordered and call me back to set an appt. To come fix it. He called me the next day and said that the part is backordered till Feb. Needless to say I was shocked. I called Toshiba again and asked them what we can do to get my TV fixed; it has already been 2 months. Toshiba put out a nationwide search for the part but none could be found. (That took another week) they called me back and said they will setup a return authorization so I can go back to best buy and get another TV. I then went to best buys website to find a comparable TV. I noticed that Best Buy did not have the Toshiba brand anymore and a comparable TV in another brand was more expensive than what I paid for mine. They said don't worry about it best buy is not worried about what brand it is they will just get you into a comparable TV and to call back if I run into any other issues. (This took another 2 weeks) I should throw in that I did not purchase any warranties through best buy my warranty is through Toshiba for a 56" DLP TV. I then went to best buy Jan. 11th to discuss options with them. (At that time) Best buy said we will get you into another 56" dlp even if we have to upgrade you. (I was very happy to hear I was going to be taken care of) I went back Sunday to get things going. Best buy picked the new 56" dlp out and started the paperwork. About 2.5 hours later. (They were having a lot of trouble with the computers) a manager came to me and said sorry we cannot give you that TV. He told me that since I did not purchase the warranty through them they cannot help me because they don't carry Toshiba anymore and the other TV is more expensive. I figured this might happen and that is why I asked Toshiba (what will happen since they don't have Toshiba TV's anymore) before I got into this process with best buy, Michelle from best buys customer relations offered for us call Toshiba together. When we did Toshiba said I will have to exchange my TV for something smaller and inferior then. I explained that my warranty is to cover my 56" DLP TV not to exchange it with something smaller and inferior. I asked Toshiba if thy can give me a new replacement TV. They said no we will not. I asked why you offered to get me a new TV from someone else that has nothing to do with this warranty issue and you won't even do it yourself. They responded saying all they can do for me is I can either wait for the part (they have no idea when it will be available) or exchange it with a refurbished unit. (Which is another 4-6 weeks out) I last talked to them today Jan 15th. They said they are waiting on my decision. I can't wait another 4-6 weeks for this to be resolved and hope that the refurbished TV I get doesn't just have someone elses problems with it. I have a super bowl party planned. I believe I have been overly patient and cooperative with them. This has just got out of control.

Ronny
Los Angeles Ca., California
U.S.A.

Company: Toshiba
Country: USA
State: Illinois
City: Peoria
Address: PO Box 3900

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