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Toshiba America Consumer Products Inc. Complaint - Toshiba REGZA 32" LCD -- DO NOT BUY - 32HL67U
32HL67U - Complaint
I purchased a 32" Toshiba REGZA LCD (32HL67U) in August 2008. Yesterday, the display portion of the unit stopped working, although the sound still comes. So basically, the TV is worthless. I contacted Toshiba customer service and they are completely unwilling to do anything for me, even though I spent $700 for a TV that lasted less than 20 months. Here's a copy of my correspondence with them in chronological order. As you'll see, Toshiba doesn't value its customers, so I suggest you not become one.
--Original Message--
Date: 5/11/2010 11:58:02 AM
To: customer_support@tacp.com
Subject: TACP Web Email: Product Related Question
Submitted from TACP Web Site on 5/11/2010 at 9:31:19 AM
Model Number:32HL67U
I have a 32" REGZA that I purchased in August 2008. Yesterday, the display portion stopped working, but the sound still came through. I have verified that it is not the cable box because when I switch the volume, the volume up/down graphic doesn't even appear. When I turn it on/off, the display lights up for a split second (if I'm turning the volume up/down the bar appears), but then it goes blank and all I get is the sound. Is there a fix for this? Is this still under warranty? Thanks for your help.
------------------------
On Tue, May 11, 2010 at 2:07 PM, Toshiba Customer Service wrote:
Dear Michael,
Thanks for writing!
I apologize for the inconvenience.
Your TV had a one year warranty from the date of purchase. You may have purchased an extended warranty from a 3rd party at the time of purchase.
Try resetting your unit by unplugging it from the electrical outlet for at least three minutes. If you continue having difficulty, I recommend having an authorized service center look at your unit.
To find a service center in your area, please reply to this email with your model number and zip code or call our Customer Solutions Department at 1-800-631-3811.
They are available Mon-Fri, 7AM to 7PM, Sat & Sun 9AM to 5PM Central Standard Time.
Thomas
Toshiba Customer Service
---------------------
Date: 5/12/2010 11:05:27 AM
To: customer_support@tacp.com
Subject: Re: TACP Web Email: Product Related Question [#2694115]
Thomas:
Thanks for your quick response.
I tried resetting the unit and still no luck.
I must say, I am terribly disappointed in my TV that only lasted 20 months. I paid around $700 for a product that only lasted 20 months...that equals $35/month. This leaves a bad taste in my mouth about Toshiba products, a brand I had previously respected very much.
I did have a two-year warranty from where I purchased the TV (Electrograph Systems), but unfortunately that company went bankrupt last year and will not honor their promise.
Are you sure there is nothing Toshiba is willing to do for me? I would hope this is a rare occasion for your product to last this short amount of time. I would appreciate it if you could inquire to a supervisor to see if Toshiba customer service would like to keep me as a loyal customer. Or, if you could put me in touch with a manager directly, my contact information follows.
I look forward to your response.
Regards,
Michael
---------------------
On Wed, May 12, 2010 at 12:46 PM, Toshiba Customer Service wrote:
Dear Michael,
Thanks for writing!
I apologize for the issue you are experiencing with the TV. It is not what we expect of our equipment. Our actual failure rate is less than 1%.
Unfortunately, we would be unable to assist with any repair costs as the unit is outside our manufacturer warranty.
Thank You for providing your Zip Code. I recommend having an authorized service center take a look at your unit.
The nearest Toshiba Authorized Service Centers to you are:
CERTIFIED ELECTRONICS SERVICE
11100 LIBERTY ROAD, SUITE N
RANDALLSTOWN MD 21133
PHONE:410/496-8288
OR
VIDEO TECH CENTER
9600 PULASKI PARK DR STE 109
BALTIMORE MD 21220
PHONE:410/687-4848
For further assistance please contact our Customer Solutions Center at 1-800-631-3811. They are available Mon-Fri, 7AM to 7PM, Sat & Sun 9AM to 5PM Central Standard Time.
Debi
Toshiba Customer Service
----------------------
Debi:
Thanks for your quick response. I have found Toshiba customer service very timely in their response, but extremely unwilling to offer any help. I'm glad your failure rate is less than 1%, but it surprises me that for that 1% you are unable to offer ANY HELP WHATSOEVER. If I ran my business that way, I wouldn't be in business. I guess this means that you bring in enough customers to offset the longtime customers who buy your products over and over again. I promise I will not purchase any more Toshiba products until Toshiba provides me with more than an address of a repair center. I also promise to repost this correspondence and speak about this negative experience on my blog, Facebook page, Twitter page and other online venues until Toshiba steps up to the plate and values me as a customer who simply asked for a little assistance with an expensive TV that lasted such a short time instead of hiding behind a piece of paper.
Regards,
Michael
--Original Message--
Date: 5/11/2010 11:58:02 AM
To: customer_support@tacp.com
Subject: TACP Web Email: Product Related Question
Submitted from TACP Web Site on 5/11/2010 at 9:31:19 AM
Model Number:32HL67U
I have a 32" REGZA that I purchased in August 2008. Yesterday, the display portion stopped working, but the sound still came through. I have verified that it is not the cable box because when I switch the volume, the volume up/down graphic doesn't even appear. When I turn it on/off, the display lights up for a split second (if I'm turning the volume up/down the bar appears), but then it goes blank and all I get is the sound. Is there a fix for this? Is this still under warranty? Thanks for your help.
------------------------
On Tue, May 11, 2010 at 2:07 PM, Toshiba Customer Service wrote:
Dear Michael,
Thanks for writing!
I apologize for the inconvenience.
Your TV had a one year warranty from the date of purchase. You may have purchased an extended warranty from a 3rd party at the time of purchase.
Try resetting your unit by unplugging it from the electrical outlet for at least three minutes. If you continue having difficulty, I recommend having an authorized service center look at your unit.
To find a service center in your area, please reply to this email with your model number and zip code or call our Customer Solutions Department at 1-800-631-3811.
They are available Mon-Fri, 7AM to 7PM, Sat & Sun 9AM to 5PM Central Standard Time.
Thomas
Toshiba Customer Service
---------------------
Date: 5/12/2010 11:05:27 AM
To: customer_support@tacp.com
Subject: Re: TACP Web Email: Product Related Question [#2694115]
Thomas:
Thanks for your quick response.
I tried resetting the unit and still no luck.
I must say, I am terribly disappointed in my TV that only lasted 20 months. I paid around $700 for a product that only lasted 20 months...that equals $35/month. This leaves a bad taste in my mouth about Toshiba products, a brand I had previously respected very much.
I did have a two-year warranty from where I purchased the TV (Electrograph Systems), but unfortunately that company went bankrupt last year and will not honor their promise.
Are you sure there is nothing Toshiba is willing to do for me? I would hope this is a rare occasion for your product to last this short amount of time. I would appreciate it if you could inquire to a supervisor to see if Toshiba customer service would like to keep me as a loyal customer. Or, if you could put me in touch with a manager directly, my contact information follows.
I look forward to your response.
Regards,
Michael
---------------------
On Wed, May 12, 2010 at 12:46 PM, Toshiba Customer Service wrote:
Dear Michael,
Thanks for writing!
I apologize for the issue you are experiencing with the TV. It is not what we expect of our equipment. Our actual failure rate is less than 1%.
Unfortunately, we would be unable to assist with any repair costs as the unit is outside our manufacturer warranty.
Thank You for providing your Zip Code. I recommend having an authorized service center take a look at your unit.
The nearest Toshiba Authorized Service Centers to you are:
CERTIFIED ELECTRONICS SERVICE
11100 LIBERTY ROAD, SUITE N
RANDALLSTOWN MD 21133
PHONE:410/496-8288
OR
VIDEO TECH CENTER
9600 PULASKI PARK DR STE 109
BALTIMORE MD 21220
PHONE:410/687-4848
For further assistance please contact our Customer Solutions Center at 1-800-631-3811. They are available Mon-Fri, 7AM to 7PM, Sat & Sun 9AM to 5PM Central Standard Time.
Debi
Toshiba Customer Service
----------------------
Debi:
Thanks for your quick response. I have found Toshiba customer service very timely in their response, but extremely unwilling to offer any help. I'm glad your failure rate is less than 1%, but it surprises me that for that 1% you are unable to offer ANY HELP WHATSOEVER. If I ran my business that way, I wouldn't be in business. I guess this means that you bring in enough customers to offset the longtime customers who buy your products over and over again. I promise I will not purchase any more Toshiba products until Toshiba provides me with more than an address of a repair center. I also promise to repost this correspondence and speak about this negative experience on my blog, Facebook page, Twitter page and other online venues until Toshiba steps up to the plate and values me as a customer who simply asked for a little assistance with an expensive TV that lasted such a short time instead of hiding behind a piece of paper.
Regards,
Michael
Comments:
Posted by saj80 on 2010-05-12:
Unfortunately, this is the electronics world we live in now. It sucks, but without an extended warranty, your options are to fix the existing TV or buy a new one.
Posted by bcd on 2010-05-12:
You have a valid complaint against Electrograph Systems, not Toshiba.
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