HDTV Forum

This is the exact same problem we are having. We have been going through this since Oct. 1, 2007. Mitsu keeps requesting an order number so they can "expedite" my order. The service tech won't call back with the order number. I think it's funny they think they can expedite this since their own parts depts. informed me that the part won't be able to get the part until middle od December. I have requested them to replace my tv. They gave me a number to a person to speak with about this, but all I get is voice mail. All I am getting is the run around.

Do you know the exact time limit for warrenty repairs in California? We are well into being over 60 days. I requested they replace the tv sewveral weeks ago, but nothing had happened as of yet. Do you have a name and numer to someone I can speak with in the attorney general office?

Well.. I left the TV on all night. It was doing its usual "flaking out" through the entire football game last night. I had to turn it off during almost every commercial break and it would last about 10 minutes before starting again. When I went to bed, it was all red/green and flashing/flickering (as usual). As I said... I left it on all night.

Then, I woke up this morning to find it was fine!! Grrrrrrr... the tech shows up a few hours later to see my beautiful 73" HD image in all it's perfect glory. I was soo pissed...

But, I fooled the damn TV this time. Last night while it was flaking out, I made a video of it - including the power down/reset and through the flaking again (all of 3 minutes before it happened again). So, I showed THAT to the tech.

He immediately said, "Yep, that's the light engine." He then explained to me how Mitsubishi doesn't like to replace them, that they always try to get techs to replace the main board first (even knowing full well that the board is not the issue) and constantly give consumers the run-around before actually agreeing to replace a light engine.

He said he would call the order center but not to worry; No matter what, he WOULD get me a new light engine.

How long it will take is another matter. The tech said that the last 2 light engines he's ordered (in the last 2 weeks) were placed on backorder and would not be shipped until mid-december. But, since it's already Dec. 4, this may not effect my order since it will come in right before they are set to ship others (hopefully).

This entire process is really crazy. I can say this much; If you are buying a new TV (larger than 36"), be sure to purchase from a store that will replace a defective product no questions asked, versus having to go through this garbage.

In my area there are 2 store chains that have policies basically stating: You buy it, it's yours. We have no further involvement. If you get it home and it's broken - too bad for you - it's the manufacturer's problem once it leaves our store. Unfortunately, I bought from one of these places (based on price comparisons of the same model). I can honestly say now, I would have happily paid 700$ more for a broken TV that I could have returned. Of course, THAT set would have been fine.

IMHO these store policies are total BS and should be illegal. Unfortunately, I discovered that here in NJ, if a store has such a policy in writing and you have agreed to it by by singing ANYTHING (even a credit card slip for the purchase) - you're screwed. No legal recourse, no basis for a valid consumer complaint, nada.

Anyway.. at least I will have some parts ordered now. So, I'll keep you posted as that happens and we move into the next level of this fun.
I'm still going to call Mitsubishi and bitch about this defective product and see what happens. I'm just waiting for my parts to be ordered first so I have a valid order number and such to refer them to proving the thing is in fact broken.

I'm hoping for the best, but with the amount of horror stories I've been reading, I'm certainly prepared for the worst, fingers crossed!

MY 73" hasn't worked since August!!!!!!........The light engine was supposedly "rebuilt" by PTS in Ohio...the picture is semi good for about 20 minutes and then..WHAM....ghosts, pink pic..etc...etc....etc...etc.....what a crock....I'm just back from vacation and am now going to attempt to address this issue once again............I feel everyone's frustration....!!!!!!
MITSUBISHI.....you almost stepped up to the plate with extending the warranty for this issue......but.............what good is that without the parts to resolve this?????
Anyone interested in some kind of joint "attack" via the legal process in california may contact me offline at [email protected]
sheldon

You have to write a letter to the atterney generals office I did it online google search attorney general of california and go to the website.

EXACTALY what good is a warranty when thier are NO PARTS avialible HOWEVER we do have in california a time limit in which they have in order to repair the warranted item. I am not sure 100% the exact legal time limit is. When you talk to someone at mitsubishi Just make sure you sound like you are correct and you know what you are talking about worked for me. Otherwise try looking it up I am sure you can find it somewhere or ask the attorney genral he will know the legalities of it.

IF ENOUGH PEOPLE WRITE TO THIER ATTORNEY GENERALS OFFICE they will be forced to recall these tvs thats how it is done with other recalled items, ENOUGH people have to make the same complaints to a higher sorce NOT JUST MITSUBISHI I.E. Attorney generals office..........


ALSO go the the better busniess buerua website and also file a complaint thier as well. FOR ANY CLASS ACTION LAW SUIT there has to be proof that we tried to have the problem resolved........

Thanks for the info.

A quick message to Richard, the moderator of this forum; (and anyone else interested in the ongoing saga!)

If you will go back and review all of my posts, you will note that I made a point of posting my dissatisfaction with the outsourced call centers. Your reply was that Mitsu is in Irvine and their customer service center is not outsourced (not exact words, but your view none the less).....I have just gotten off the phone with Mitsu customer "service" for the 12th time and have once again requested that this replacement part be escalated..I've been waiting since August!!......Before I hung up, I questioned the lady about where the svc center is located. She said "Mistubishi headquarters are in Irvine"..I told her that was not what I asked, "where are you located"....her answer; "we are a support group for Mitsubishi"...evasive?..I told her "I know that"..."where, specifically are YOU located?"...
Answer:
The Phillipines.
So, go figure.

I filed a complaint about Mitsubishi with the Better Business Bureau. Go to their web site:

http://welcome.bbb.org/

You can file the complaint ONLINE

When they ask on the online form what resolution you want, tell they you want a NEW TV.

Sheldon,

Well now we know and I stand corrected.

I can tell you from experience that where a CSR center is located is irrelevant. If you get what you want you won't care and if you don't the location is attacked as the source of the problem. Manufacturers can also out source CSR services state side and they are no worse or better. Your experience with any CSR is a reflection of the policies and procedures the manufacturer has created which the CSR is required to follow. That said there are also situations in which the left brain is out looking for the right creating a disconnect between departments where one department says one thing and one department says another. It is frustrating for all of us!

Hey RTHVZB, did you happen to pay for that with a credit card? If so call them and file a complaint that you want your money back! Credit cards can give you extra ammo you didn't know you had. Due to your situation, less than 30 days purchase, you may have something there...

Richard:

I believe you were defending the fact that Mitsu has/had their CS Centers in the U.S...Anyone that has ever had to deal with a service rep located outside of the United States knows how poor the quality of service is, and I stand by that. In my numerous experiences with outsourced service centers, there isn't one instance where I can honestly say I was pleased with a feeling of adequacy. This is more of a reflection on the Company that has outsourced the department than it is on the people at/in the service centers. Yes..they always come across as trying to be as helpful as they are allowed to be, but any resemblance of a problem resolution ends there as far as I'm concerned and I'm not speaking specifically of this particular Mitsu situation. The "location" of a service center is not irrelevant any more than the inability of one to escalate problem resolution is irrelevant. Outsourcing call centers to reduce cost only diminishes the ability of the company doing the outsourcing to retain satisfied customers.
That said..........my light engine is now on a "priority" status with Mitsu and they have told me it will be shipped to the service tech within 2 weeks. Expect a follow up.