Toshiba customer Service on HD tv

[HomeTheater_gal]

Hi everyone,

I saw some questions regarding Toshiba tv's, who liked what, comparing to other tv's and I felt I would share my Toshiba Cusotmer Service story with you all. Hopefully there are those of you who have had better service and feel free to share yor postive story.

I purchased a Toshiba 43 inch HD ready RPTV three years back. Within 3 months the picture faded to balck. Thankfully I purchased the extended warranty offered by the vendor(Best Buy) but the first year of ownership any service & repair is Toshiba's responsibilty. So in calling Toshba they sent out
a reapair man. After 3 visits, and fianlly hearing the part I needed was on back order and Toshiba had no idea when the part would be available I again called Toshiba Custoemr Service directly.

I asked to speak the supervising manager, trust me I used every appropriate channel, followed all Toshiba service repair procedures. So, the service rep on the phone told me that the Manager was unavailable... I was told he/she was at lunch. I then asked for the individual who was covering for the supervisor while they were at "lunch" and I was told they were on the phone at the moment. I requested to be put on hold until this supervisor was available. I was told that was not possible. Now come on folks - I have worked in Customer Service and phone support and I know how wrong all of this was. I was promised a phone call back fromn the supervisor - guess what, never happened.

Thankfully I wrote all of this up(dates, times of repairs, results, Toshiba support issues) faxed to Best Buy store Manager where I bought the tv. They phone me back. Told me to come into store and to pick out any comprable priced HDTV they currently had in stock. You can be assured it was not Toshiba.
Reviewing the tv is important but so is knowing your service & support.
I wish you all better service from Toshiba than I recieved.

[Richard]

As a 25 year veteran in the service business I can vouch for Toshiba! They do a fair job of taking care of customers. Like anything else there are imperfections and sorry to hear you caught them at their worst rather than their best. That said, your post points out how important it is to not only buy a decent brand but also from a decent retailer; glad to hear Best Buy backed you up. They also trip up though from time to time so glad to hear you did not get the double whammy...