Manufacturer Warranties and Protection Plans

[Shiltrum]

In April 06, I bought a 62 inch Toshiba DLP from BB. I took out the 4 year warranty, here is the timeline so far

Issue 1 - (14 days with no TV)

Feb 2007 - Lamp blew, called into 800 number. Advised service visit in 5 days. Service visit, tech diagnosed lamp blown, replacement ordered. Advised that when lamp arrives, they would schedule another visit - unless I wanted lamp shipped direct and swap out myself. Which I did.

Issue 2 - (21 days with no TV)

Oct 2008 - Lamp Blew, called 800 number, told lamp on backorder not available till Nov 5, they will confirm via e-mail.

Nov 5 2008 - no e-mail, contact BB told now Nov 15

Nov 17 2008 -  emailed to advise lamp shipped direct to me

Nov 20 2008 - lamp rec'd, instal myself.

Issue 3 (7 days with no TV)

Nov 21 2008  - TV power cycling constantly, no picture. Contact BB, told tech visit Nov 22

Nov 22 2008 - No tech, we call local tech office to be told it will be Nov 25, call BB to record dissatisfaction on file.

Nov 25 2008 - Another Lamp arrives via UPS (service tech never visits)

Issue 4 (current at least 5 days with no TV)

Jan 25 2010 - Lamp Blew, called 800 number, arrange a tech visit for Jan 29

I request consideration of No Lemon Policy. I was told would need to wait for service tech visit. And that any swap woould only be under their reccomendation.

I escalated to Supv, I was told lamps are not covered under No Lemon. I argued that lamp is a symptom, TV is problem (4 lamps convinced me of this).

BB Supv will not consider No Lemon, stating that replacement lamps 'repair' the problem. I explain they just fix the symptom - NOT THE PROBLEM.

I explained I was unhappy at this, and advised my warranty has 3 months remaining, and was told to purchase an extension. I exaplined that this is simply ME paying for the problem - which is a known manufacturer problem at BB. He said all I can do is call Toshiba direct. I explained I bought the TV from BB not Toshiba, and that I paid BB for extended warranty not Toshiba

I requested a Manager, and was advised they will call me back (nothing yet)

I am conviced Service Tech will come (eventually) and look at blown lamp. Diagnose a faulty lamp. Order replacement (which will probably take over a week), then they will swap out and be on their way. I feel I will be stuck with a TV I paid approx $3000 for and have not had 18 months uninterrupted viewing on. Looking at the forum this product shows up regular and the customers often had replacements. Since this product is known to have a fault risk at BB, How can I have my case considered for the same ?

[Dorothy-BBY Community Supervisor]

Hello Shiltrum -

Allan, from our Community Connector team, will be reaching out to you regarding your television repair concern.  Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi Shiltrum,

After four lamps going bad in four years I can completely understand you feeling like the something else is causing these lamps to go bad, and being upset that the underlying problem has not been diagnosed up to this point. I can also understand you being wary about this repair, and just wanting this TV replaced by your Performance Service Plan (PSP) at this point. I do have to be clear that at this point your TV doesn’t qualify for replacement by your PSP, and as it stands right now the best we could offer is to get your TV repaired.

Your TV should only be replaced by your PSP for one of three reasons. Your TV would be replaced if you have had three previous qualifying repairs, and there is a diagnosis that a fourth qualifying repair is needed. It would also be replaced by your PSP if we determine the TV is un-repairable, or if we determine that the repair wouldn’t be cost effective to continue. A qualifying repair is when a non-consumable part(s) is installed, and due to that part(s) installation the technician repairing the TV determines that your TV is functioning properly. Lamps for DLP TV’s are consumable parts, which means it is correct that a replacement of a lamp on the TV wouldn’t be considered a qualifying repair towards the no lemon policy in the terms and conditions of your PSP.

I also have to say I was surprised to hear that you have already gotten three lamps replaced by your PSP, and this is because your PSP should only cover one lamp replacement during the life of the service plan (per the terms and conditions of your PSP).

With that being said I would like to personally look into the current repair, and offer my assistance in getting this TV repaired as soon as possible. I am sending you a private message to offer what assistance I can. 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,

[Shiltrum]

Allan, We have had some off line correspondance, but I wanted to answer some specific points on this message.

My PSP does not mention that Lamps on DLP are consumable.

When you mention " I also have to say I was surprised to hear that you have already gotten three lamps replaced by your PSP, and this is because your PSP should only cover one lamp replacement during the life of the service plan (per the terms and conditions of your PSP)." I can tell you my PSP (taken out in April 2006) sates that DLP lamps are covered by PSP, and there is no limit stated (I will porivde a direct quote from my PSP when I get home). I assume after seeing so many claims BB decided to change this policy on future PSP - but mine was taken out before this.

On your initial Private Message (1/27) , you stated if the Tech was to simply say he was swapping out a lamp, I was to advise you, and you would follow up with him to re-diagnose the problem.

On your second message (2/3) you siad the Tech advised he was able to resolve the matter, and you were gald I had a working TV again.

Sorry to dissapoint you, but the service Tech DID NOT resolve the issue with my TV. As predicted he said the lamp was gone, and he would order another. When I suggested 4 lamps may be a sign of something more significant, he tried to call Toshiba - they did not answer, then he called his Depot, and was advised by "someone who is more technical on this type of TV" that 4 lamps in less than 4 years is "just about correct" for this TV.

He then called in placed an order for a lamp, and advised me he had arranged for lamp to be sent direct to him, after receipt he would contact Best Buy who would arrange a timeframe for him to come and replace. when I asked if he had any idea on timing ......... he said he 'hoped' to have the lamp with him by the end of this week.

So TV out on Jan 25, and assuming Tech receives lamp on 2/5, and it takes a further week for appointment. I will have no TV for 3 weeks ..... AGAIN.

[trainedloser]

There was a class action lawsuit with Toshiba about these i believe...

Not sure how it effects resellers like bestbuy, or their service plan... but toshiba was required to reimburse customers for all the lamps that blew up early.

[landon0861]

I read this post and the situation is very similar to mine. My wife and I purchased the toshiba 62 in. dlp for $3500 and $400 more for the 4 yr warranty in december 05 as a christmast present to each other. I had one bulb replaced around 1 year under my bb warranty and have replaced 2 more on my own since they limit one bulb replaement. I purchased this on the bb credit card and am still paying for it. I have the cycling proble as well and it comes and goes, I also have problems now showing up where the tuner has audio but no video, when this happens ( about once a month) I have to reset the tv through the menu, unplug it,  replug it, rescan my antenna channels, deselect all analog crap channels and hope it even worked! I know my warranty is out but i'm upset that I was never notified of the class action bulb reimbursement, especially since this was a pretty hefty purchase for me. My 4th bulb has blown now and I don't know what to do, I just can't keep dumping money into this pit. Please help!

[mcombs]

----BAD TOSHIBA------

I also have the same issue.  Not with the 62HM95.  My model is the 56HM66.

I bought this TV on 11/24/2006 and had to replace 3 bulbs already but guess what.  I heard that loud POP again last night and now its going to be my 4th bulb.  There was a light engine problem with my model but apparently my serial number doesn't qualify.  The BB tech is suppose to visit tomorrow but I have already removed the bulb and its totally shattered inside.

And yes I have taken the necessary steps to increase bulb Life which are:

- Dont power cycle your DLP TV ever.   Meaning dont turn your tv on and then immediatley off and then back on again.  This is very very bad for DLP TVs.  This constant hot cold hot cold can reck the bulb

- I use lower power lamp mode

- I dust around the TV

- I even have BB come out once a year to clean and do their maintenaince per their PSP plan.

SO NOW WHAT?  I guess I have to spend a couple of hundred dollars every 8 or 9 months to watch TV.  WRONG!!!    I will probably just replace the bulb and sell the TV and do what I should have done in the first place had I been smarter.  Which is buy a Samsung LED or LCD TV.   Sure they are more expensive but 4 bulbs since 11/24/2006 is not cheap either especially in this economy.

I'm going to contact BB next to see what they can do for me.  Maybe I can get some type of trade in deal or something because this TV is worthless to me.  Not just my Toshiba but everyone that I talk to eventually has these issues.

Mark