What to do when that expensive new TV stops working
A lot of you can relate to this: Everything about the product is great when you're in the store, but the picture changes when you get it home and have a problem.
For Mike Ackley the problem was his big screen HDTV.
Mike and his wife decided on a 62-inch rear projection Toshiba DLP. DLP stands for digital light processing.
They liked the size and the fact that it was thin. DLP televisions are also considerably less expensive than their plasma counterparts.
They paid $3,500. Then, five months after they got it home, the picture went out. "We heard a loud pop, then the TV was flashing green," Mike explained.
The owner's manual told them it was the DLP lamp. The bulb had blown out. It's one of the major disadvantages of DLP televisions and people in the industry know it.
Toshiba started investigating after months of complaints -- and Toshiba's not alone. While manufacturers claim the bulbs have a lifespan of 6,000 to 8,000 hours, in reality they burn out much faster when the television's on for long periods of time.
Mike didn't know that. "Didn't know anything about the bulb problem," he said. "Nothing was mentioned."
Mike called the store. "They said, 'Well, we'll put you on a list for repairs, and it could be 6 to 9 days.' "
He says the technician showed up eight days later, nearly five hours after the scheduled time.
The repair took less than 15 minutes. The warranty covered the $200 charge.
But now Mike has buyer's remorse -- and advice for anyone buying big ticket electronics.
"You look into the type of problems they have with the product. The service turn around time, and who's servicing it."
Before you buy, ask about common repair problems. Go on the internet and research the product, check different consumer reviews.
- Is the factory doing the servicing or the retailer?
- Are the technicians in-house or independent contractors? If the techs are independent contractors, who are they?
- And what is the "normal" response time on a report from start to finish?
Another good thing to do with any big purchase is just hang around the service department.
You can learn a lot by watching and listening to what's happening at the counter and on the phones.
As much as Mike enjoys his new TV, he says he would not buying it again, knowing what he knows now.
"No. I would not buy this TV again, simply because of the fact of the bulb problem," he said.
It's important to point out many consumers swear by their DLP big screens and even Mike thinks the picture and sound quality are great. But since the DLP lamp life is tied to the amount of time the television is operating, Mike knows he faces more bulb replacements in the future.
Over time, and the cost and inconvenience of the bulb problem will offset any savings on the front end.
As for what to do when a new product breaks down and you just get the runaround? Be polite, but assertive.
Contact the store manager, contact the marketing and public relations reps at the manufacturer.
Be persistent, and let them know you're sharing your experience with other potential customers. A good manufacturer and retailer know that bad will among an existing customer equals a bad impression among potential customers who hear from unhappy consumers.
For More Information:
http://www.dlptvreview.com/dlptvreviews/projection-lamp-replacement
http://www.audioholics.com/news/editorials/ToshibaDLPlampproplems.php
http://www.plasma.com/classroom/LCD_tv_versus_plasma_tv.htm
http://www.consumersearch.com/www/electronics/projection-tv/index.html