|   HELP!! Toshiba 57HDX82 worked 2 hrs Broken 2 months | Dan Tuna
May 5, 2003 1:35 PM | | Can anyone help me.
I purchased a Toshiba 57HDX82 HD projection monitor approx 2/28 from OneCall.com. Beautiful picture quality, worked beautifully - for two hours. After that there was a loud pop and then the tuner and convergence modules went out (see attached image).
We called OneCall the next day. Even though the Toshiba went out after only two hours the do no accept returns of any kind. Once signed for all service must be done with the manufacturer.
It has been over two months and we still haven't had the television fixed. Apparently the convergence module is on backorder (over 1 month) and there is nothing they can do.
We have called Toshiba product support repeatedly asking for a timeframe of when it will be fixed, and to expedite the matter. When I pressed the supervisor at Toshiba product support if 6 weeks (downtime at the time of the call)to fix the television was acceptable to Toshiba stated, "Toshiba will fix the monitor. But, our warranty does not say how long it will take."
Although, they can make plenty of new sets the can't find a spare module to fix my monitor. In the meantime 20% of my warranty is now gone and the set has come down $200 in price.
Anyone there have any suggestion on how I can get my monitor fixed? |
| re: HELP!! Toshiba 57HDX82 worked 2 hrs Broken 2 months | midfiman
May 6, 2003 7:08 AM | | Well, I think you're pretty much stuck with what they have as a timeframe to get it fixed. However, the only thing I can suggest doing is this. Complain like hell to customer service at Toshiba, speak to the desk manager, manager of quality control, just complain like hell.
They may send you a new set, or they may send you a replacement set to last you the meantime. Who knows, you could make out well.
You'd be suprised how much a company is willing to do when you're persistent to no end, keep complaining, and make other's listen and listen when you're not happy. They have an obligation of which they are not fulfilling and you have a right to be compensated. If they don't do anything, threaten to file a complaint with the BBB even if you're not going to. Just do what it takes to get a response out of them. |
| CUSTOMER SUPPORT TIPS | seankiely
May 6, 2003 7:20 AM | | *Complaining will work - but you need a couple tips to make it work: 1) dont yell at the people (it isnt there fault) 2) cust service reps have ALL THE POWER!
3) being nice will get u far
4)say statements like "I Love TOshiba, my last 3 sets have been wonderous......" & "I know this int your fault & I really appreciate all you are doing for me"
Believe me - I have worked 1st level support b4 & the only way you will get to the person you need - is be nice, and complimentary - but heh for a new set or provisions - do what you gotta do!
SK |
| re: CUSTOMER SUPPORT TIPS | Dan Tuna
May 6, 2003 10:00 PM | | Thanks midfiman, Seankiely
I complained alot to Toshiba already. On my last call, I told them I would be posting a review on Amazon - which I have submitted yesterday but it hasn't been posted yet??? - and on other internet sites. They basically said "Sorry, but we're already doing everything we can". They frustrating part is I can't find any other department to complain to other than their product support.
BTW anyone know of any other good internet sites to post on? |
| re: CUSTOMER SUPPORT TIPS | midfiman
May 7, 2003 8:00 AM | | I'm telling you, just keep complaining, when you're done talking to the cust service rep, ask for his manager, then complain like hell to him. Then, when they say sorry, blah blah blah, ask for the manager of quality control. Just keep going.
Eventually, they will get tired of you and will try and accomodate you better. You've been wronged and they are not doing everything they can to make it right. You have a right to complain all you want and be compensated for their lack of consideration. |
| re: Try epinions.com nt | igor
May 7, 2003 10:10 AM | | |
| re: HELP!! Toshiba 57HDX82 worked 2 hrs Broken 2 months | bruinfn4lf
May 7, 2003 7:56 PM | | This should teach you and everyone else not to buy from internet/phone order/mail order. Find a good local specialty store, not a big box store either.
I am lucky to have a local dealer who will let you watch/listen play with the remotes-zoom modes under actual normal room conditions they even let you demo speakers, amps etc.at home within reason -i.e. not big screens. Their salesmen are even all salary-not commission.
They will always give you loaners when equipment is in for repair. |
| Another Approach | SAG
May 8, 2003 10:54 AM | | Try looking up various key members of their organization on-line like maybe their North American division vice president, etc and then try contacting them via email or by phone.
Somone I once worked with did this approach on a big ticket item, I think it was a laptop but I can't remember, anyway he was able to get a hold of someone in upper management, and he ended up getting immediate response and ended up getting the product for free.
Go for it and GOOD LUCK!
Keep us informed of your progress. |
| re: HELP!! Toshiba 57HDX82 worked 2 hrs Broken 2 months | Keith from Canada
May 6, 2003 8:36 AM | | Complain politely to Toshiba and never buy anything from One Call again. Make sure that you inform OneCall that you, your family, your friends, and everyone that you come into contact with will be warned NEVER to buy anything from them. |
| This situation spells out in the clearest possible way ... | woodman
May 6, 2003 12:00 PM | | ... why I keep recommending to people that they buy from Sears. If the original poster had, he would've had another set delivered to him weeks ago.
People continually buy RPTVs online - looking for the best possible "deal". The situation at hand should be sufficient evidence that this is anything but a smart buying decision.
The other replies here are the best advice you can get at this point. Complain politely, but PERSISTENTLY until the matter gets resolved.
Good luck
woodman |
| This situation spells out in the clearest possible way ... | Dan Tuna
May 6, 2003 9:20 PM | | Your right. I saved about $300 from OneCall vs a local retailer. Seemed like a great savings at the time but I'm regretting the decision right now.
I see now how OneCall can cut the price; they cut their overhead by not dealing with returns or any defective sets that the local retailers do. So, you really are giving up something significant for the price cut.
I'll buy my next television locally.
Dan |
| re: HELP!! Toshiba 57HDX82 worked 2 hrs Broken 2 months | agtpunx40
May 6, 2003 12:15 PM | | I agree with the complaining. Never tried it with anything that expensive, but in my experience, if you have a real hard time with a company like this, just explain to them how you will make sure that no one you know ever buys their products again because of the terrible cusomer service, you should get it fixed. Also works very good when a pizza place doesn't bring your pizza for two hours and tries to charge you full price instead of giving you that pizza and your next one free until you explain the above to their manager, not to angry, but firm. |
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