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.
I'm sooooo laughing that we customers have to CALL to get parts we have been waiting for "expedited." Isn't it interesting that the priority status they claim to be giving some of us is around the December 15th backorder date they gave us (after missing the November 14th backorder date)?!
LOL...I'm on the phone with the store I purchased my TV from for my third attempt at getting my elusive "Order Number"--which is needed to "expedite" the light engine part for a TV that has been broken since September.
BTW...Before being put on hold, the customer service rep told me that their store alone has 6 Mitsubishi TVs in for service that they cannot get parts for. Yep...Everyone is getting mad
I agree....it's been nothing but lip service. The ONLY positive thing so far is the fact that Mitsu did, in fact, extend the Mfr's Warranty, which acknowledges the fact that there is a huge problem going on. I've read blogs from people that had the defective part replaced.......with another defective part!!!...Hopefully, if/when we ever receive the replacement, this issue will be resolved once and for all!!
Is the store you purchased the TV from also the "authorized" service provider for Mitsu?
I'm asking because a service tech has to place the order and also include the diagnosis AND estimate for repair!!!........Mitsu would not "expedite" my order without that! If you can't get the answer from them, call Mitsu customer service and get a referral to a authorized service center and start the process all over! That's what I had to do when I was in the middle of a disputed "rebuild" of the light engine via the extended warranty...when Mitsu extended the warranty themselves.............
Clearly not a defense and you have corrected me, thanks. As for the rest you had to say about overseas CSR versus US based CSR that is not my experience. If it sucks it is because of the policies and procedures the manufacturer has created. When the person on the other end doesn't speak intelligible english that is truly frustrating and a huge slip by the manufacturer in not inspecting what they expect!
We can spend the rest of our lives debating these issues....so we'll let it end here (at least for now!) with only this final observation (on my part);
you are the one that stated this "When the person on the other end doesn't speak intelligible english". Must have been an issue with you at some point in time?
I appreciate the opportunity to express the issues in this forum and I respect your input.
sheldon1451 wrote:I agree....it's been nothing but lip service. The ONLY positive thing so far is the fact that Mitsu did, in fact, extend the Mfr's Warranty, which acknowledges the fact that there is a huge problem going on. I've read blogs from people that had the defective part replaced.......with another defective part!!!...Hopefully, if/when we ever receive the replacement, this issue will be resolved once and for all!!
Is the store you purchased the TV from also the "authorized" service provider for Mitsu?
I'm asking because a service tech has to place the order and also include the diagnosis AND estimate for repair!!!........Mitsu would not "expedite" my order without that! If you can't get the answer from them, call Mitsu customer service and get a referral to a authorized service center and start the process all over! That's what I had to do when I was in the middle of a disputed "rebuild" of the light engine via the extended warranty...when Mitsu extended the warranty themselves.............
Yes...The company I purchased my WD-73927 from is an authorized service provider from Mitsubishi. I called Mitsu Consumer Relations again and had to listen to that ANNOYING on hold music while waiting for someone to take my call (can they get new on hold music PLEASE).
Anyway...They claim that they finally figured out what my customer number was (they actually gave me the number). The rep said they had "expedited" the light engine for my TV yesterday. She went on to say that my service center will receive the part in 2 weeks (which should be around December 20, 2007).
I asked the Consumer Relations rep if she had knowledge whether or not this is a new, improved part or just the same part. She claimed that it IS a newer version.
So...Time will tell. Here's hoping Santa and his elves return our TV to us before Christmas.
4 premature replacement bulbs, one light engine, almost $8000 now invested into my Mitsubishi WD73827 that is just a useless 6'x5' black box at this point. I've been waiting over 3 months for a repair. We need to start a class action suit. This just is not right.
Well like various others, my Mitsubishi 73 inch light engine began going seriously awry about a month ago (Before it went the rainbow and artifact route, the picture was very good). After getting the local dealer to forward a copy of my receipt with the extended warranty, I contacted the warranty service. They insisted on verification directly from the dealer and came out to the house around Nov 1. The technician removed the light engine and the chassis (?). He indicated that they would try to repair the light engine and, if they could not, they would send it to Mitsubishi so that they could repair it.
Apparently, the warranty service and Mitsubishi were not able to repair the light engine. The technician who re-installed both the light engine and chassis informed me that Mitsubishi forwarded a new light engine. I asked if it could be a rebuilt one and he stated that it was not.
In any event, the picture is even better than before. The colors appear to be richer and deeper. I have frequented a couple of stores in the last couple of weeks and have been looking at the latest 1080p LCD's and Pioneer Kuoros 60 inch (FD 150) sets. While they are very impressive, particularly the 60 inch plasma, I remain pleased with the 73 inch Mit.
Hopefully, it hangs in there. While I have an extended warranty through Oct 2010, it is not pleasant to forego the set for a month. I can't imagine being without it for 4 to 6 months.
Good luck to all who are still waiting for the repair.
NICE!!........Finally some positive input.
Thank you. While it doesn't help with the fact that I've been waiting since August, it certainly gives me something to look forward to. Hopefully the outcome will be the same.
I took advantage of the Toshiba HD3 sale recently (for 299.00!) and can't wait to be able to watch HD DVD!
My new light engine was ordered but has not been shipped.
I called the tech, got the order and part number, then immediately called Mitsu. Consumer Affairs.
They knew right away who I was, what TV I had, where I purchased it, what the issue was, etc. They went over the issue with me (as if they didn't trust the tech) and said the part would be shipping "soon".
I complained a bit about how I had this NEW TV only 5 days before this happened and was then told my order would be "expedited" and ship within 2 weeks (It seems they tell everyone their order will be expedited, eh?)
I wasn't satisfied with his 2 week estimate and told him so... he explained that he had no power over that and could only give me 14 days as a number. He also did not know if the part was available at this time.
He attempted to get me off the phone at that point, but I was not done yet. I asked to speak w/ a supervisor but was told none were available. Then I got nasty saying basically that I was sold a defective product which amounted to consumer fraud and that I wanted the TV replaced or I would seek legal counsel, contact the appropriate agencies, file the relevant complaints, etc., etc.. The poor guy could do nothing except quote his book: not our policy, we don't do that, etc. while he documented all I said.
I repeatedly asked to speak with a supervisor until he finally said he'd escalate the matter and someone would call me back within 1 business day. So, now I await the call so I can bitch some more.
I still have no confidence that my TV will be replaced. But, I look @ it this way: It WILL be fixed eventually (maybe before 2008 if I'm lucky). But, pushing for a replacement, even w/ no result, can't hurt.
Also, as far as Mitsu is concerned, if I bought the TV from a retail store and it was defective, the store would take it back and return it to Mitsu. So, Mitsu can certainly take back a defective product - Just like if Best Buy had it returned to them (which WOULD have happened had I bought it there). And, MAYBE.. just MAYBE.. if they do right by me, I'll buy another Mitsu product in the future and not tell the world to avoid their products at all costs.
