06-17-2009 12:17 PM
We bought a 62" Toshiba DLP 62HM95 from Best Buy in June 2006. My first lamp went out during the one year manufacturer warranty and Toshiba replaced it for free.
I then started to research this television and quickly learned it had a very bad reputation. (Even see several posts in this forum after searching "toshiba dlp") Recently Toshiba lost a class action lawsuit in reference to this and other DLP televisions ( http://www.topclassactions.com/lawsuit-settlements
This bulb lasted several months then it blew. I called Toshiba and they said they will only replace the one bulb. Due to having forgotten about my extended warranty by this time, I ordered one from another retailer. It arrived and worked well for a few more months before blowing. I then purchased another bulb earlier this year, again at my expense.
In between bulbs blowing out, I had developed another problem. The audio out's quit working. These were needed to run audio out to my surround sound system. (Yes, I have an inexpensive HTiB that only has one audio input). So, since my audio outs don't work anymore I can only use my surround system to listen to DVD's and one other device. I have a PS3, Roku, sat HD DVR that all need access to the surround sound. To make things so bad, I normally only watch Blu-Rays movies, but now have to listen to them out of the tv speakers, which are horrible. I keep the sat HD DVR box plugged into the surround sound.
Anyway, now the television has started a very loud buzzing noise. No, I'm not being an oversensitive audiophile, I mean it is loud enough to be heard in other rooms. I searched avsforums to see if any of the other disgruntled owners have had this problem and quickly learned several have. Their solutions have ranged anywhere from needing a new fan, new color wheel, or new light engine. I then search the Best Buy forums and learn that several people have had problems with their Toshiba DLP's. They also seem to have problems with getting them fixed.
Well, luckily I remembered we purchased the PSP plan with our tv. We went to Best Buy and got a copy of our receipt. Then I called the 866-BestBuy number and they were very helpful and scheduled a technician to come to my house two days later. The service company called the next day to confirm the appointment. They arrived today, on time. The people were very nice and asked what the problems were. They said they had never heard of the problem with the bulbs, so I showed him a copy of the class action lawsuit. He was interested and said he would be sure to pass the information on to the other techs.
Everything going ok so far for such a tragic situation (Spend lots of money on a television that the whole line of is known to have defects; I spend several hundred dollars replacing bulbs, during which time I was unable to watch television for up to 10-days each time due to waiting for bulbs to arrive, suffering through Blu-ray movies via tv speakers, now this horrendous buzzing noise.)
Then the techs unplug everything from my television and load it into their truck. (So much for in-home service I was expecting, but later read that in-home wasn't guaranteed by Best Buy). I then ask if they will call me with the diagnosis. He says, "no". They are too busy. They will contact the warranty company. After I talk to him some more, he says I can call and check on it in 6 business days. I then ask how long it will take to get fixed. He said they will need 6 business days to diagnose it, then call the warranty company who will take 3-5 business days to approve the repairs, then they will wait for the parts to come in, then they will repair it. Once repaired they will "hook it up to the computer" to verify it is working. Then they will leave it running for 24 hrs in a clean room. I asked him what the typical turn around time is and he said 6 - 15 business days if the parts are in stock.
I was floored. That could end up being a long time without my television. (6 business days will be next Thursday, 15 business days will be 3 full weeks from today) I wish they could have diagnosed it here then picked it up once they got the parts. I wouldn't be so upset if the tv wasn't working at all. But, I could still watch it, even with the annoying buzz. We are homebodies. We work, then relax in the afternoon watching television. We will go absolutely nuts. I tried to hook up an old 27" CRT television we had just sitting around our office, but it won't work. It only has coax input and our Sat HD DVR box has no coax out.
That is my story so far. As you can guess I'm not a very happy person right now. Yes, some of my anger is directed towards myself for purchasing a television that is very low rated and known for its defects. It was a spur of the moment purchase, which will never happen again on this expensive of an item. I have been happy so far with the Best Buy people I have spoke to. I just hope I get my television back soon. I feel as though I've paid enough for my mistake.
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06-17-2009 02:16 PM
06-17-2009 02:25 PM
I've asked Allan, one of our Community Connectors, to look into this and follow up with you. You should hear from him within the next few business days at the most.
Thanks for sharing your concerns,
06-17-2009 03:19 PM
After purchasing two bulbs on your own and now being told it might be three weeks before you have a working TV I am sure you are extremely upset by this experience. I was glad to hear that you were happy with the representatives of Best Buy® that you have spoken to, but I never like hearing that a customer of ours regrets their purchase.
It is true that we request that service be performed by a service center in the customer’s local area when there is no Best Buy® technician that services the customer’s area, and sometimes these local service centers repair TV’s in their facility rather than in the customer’s home.
I would like to look into your repair and see if I can help to expedite this repair. I am sending you a private message, and to check your messages you should log into the forum and then click on the letter icon in the upper right-hand corner of the page.
Thanks for posting,
Best Buy® Corporate
06-19-2009 10:40 AM
Watching Netflix intant play movies on my 10" Netbook, really makes me miss my TV. Tried to watch Rescue Me on the 27" tv we are "using" while ours is gone. We gave up about half way through. It was impossible to watch that small and in SD.
I miss my TV.
06-19-2009 11:26 PM
I'm unable to watch Heroes or any other show I normally watch in anything but HD.
My fiance didn't think it would be any big deal living a few weeks without the tv. She tried to watch "So You Think You Can Dance" Wed. night. She has been complaining since. She doesn't even want to watch the little tv now.
She said she wants to buy me a new tv for my birthday which is next month. I told her to wait to see what happens with this one. She said she is so sick of the old one not working she doesn't ever want to see it again. When I told her we would probably have to get a smaller one she really freaked out. I'm sad, but she is mad.
06-22-2009 07:01 PM
Allan has checked with the repair center and told me they need to replace the following items in my TV: a new optical engine, a seine unit, and a lamp.
Don't know how long it will take, but I am sick of this "tv" I'm having to watch? (Wonder if Best Buy PSP will pay for my trip to the eye dr from straining to watch this crappy tv? *This part has been a joke*)
06-24-2009 01:21 PM
06-25-2009 12:34 PM
Well, I've survived (barely) the first week. Allan said he may have some news today. Hopefully I'll have more info by tomorrow.
Allan said they are having trouble finding the parts. He said he would let me know more today. Hopefully I will know more when I wake up.
(Allan is doing one H311 of a job !!!!!, no matter what happens he needs to be recognized by his superiors as an outstanding asset to their company !!!!)