LEBANON, TENNESSEE -- I’m highly dissatisfied & DISGUSTED with DEFECTIVELY DESIGNED TOSHIBA DLP TV & Toshiba America Corporation’s extremely poor & pathetic customer service of corporate staff handling complaint.
I have bought Toshiba DLP 72 inches TV model #72HM195. Paying several thousands of dollars on 9/13/06. With in 4 months with in less than 150 hrs of usage Lamp failed, Contacted Toshiba.
Toshiba replaced lamp stating usual life of lamp is 6000-8000 hrs but because of shipping & vibrations it must have failed in less than 150 hrs.
Now new good lamp blew up again in 13 months with limited usage of about 500-600 hrs instead of lasting 6000-8000 hrs AS WARRANTED.
Contacted Toshiba customer svc at 800-457-7777 spoke to several customer service reps & supervisor RICK PHILLIPS, Rick stated Lamp has warranty for 8000 hrs or 6 months & not replacing blown lamp since lamp lasted more than 6 months. This lamp lasted less than 10% of warranted life HRS & one needs to use 45 hrs daily to get 8000 hrs in 6 months. Average working family use TV for only 1-2 hrs daily. Rick Phillips could not comprehend or did not want to understand issue; He further stone walled any further escalation & refused rudely to provide any information about corporate & president’s office.
After extensive research found & contacted Mr. J D Powell, Customer solution manager @ 615-257-4094 at Toshiba America Corporation, 1420 B Toshiba Dr, Lebanon TN 37087.
J D Powell stated “Toshiba did realize original lamp installed in TV was defective, so Toshiba warranted defective lamps for 2 yrs. & hence Toshiba replaced that Lamp. Now New replaced lamp has same 6 months /8000 hrs warranty. This again blew up lasting only 500-600 hrs. So technically Toshiba warranted initial pre-installed defective lamp for 2 yrs but equally bad replacement lamp is warranted for 6 months only & flatly refused replacement.
In vain, one more attempt made to contact at Toshiba Corporate HQ, Wayne NJ. Spoke to Barbara Hayes, complaint Manager @973-628-8000. Barbara Hayes is no help either. Beware Barbara Hayes & J D Powell will not return your calls despite leaving several messages so one has to be persistent.
Toshiba knows very well that this is their defective product with defective design but does not want to admit. On line research shows numerous complaints of premature lamp failure & needing replacement every 6 months and on average usage of only few hundred hrs, consistent with our experience. Other brands TV lamp will be lasting several thousands of hours as promised. Toshiba not only failed to provide reliable product but is also deceiving consumers with extremely poor customer service.
Now onwards I decided & expressed to Toshiba corporate officers as well about not to buy any Toshiba product after this traumatic experience of failing to stand behind defective product & providing pathetic customer service for DLP TV I spent several thousands of dollars.