Originally Posted by harrybush
I recently bought the 42HPX95 and it worked great for 4 months. Beware Toshiba service isn't good. The TV is under warranty but Its been very difficult to get the TV working again.
Just thought I'd post my experience with Toshiba tech support for anybody interested in reading.**Long post warning!!!**
I bought a 42HP95 in January 2006, and everything seemed fine. Then (shortly after the store return period, of course) I noticed that there was a thin black line across the top of the TV, like the overscan needed to be adjusted. The problem had been there since day 1, I had just never noticed it before.
Oh well, I thought, I'll call Toshiba tech support, they'll come adjust something in the service menu, yadda yadda yadda, no problem. Wrong. 3 months, multiple control boards, and a new glass panel later, Toshiba finally relented and issued me an exchange. It should come through any day now, and I've already confirmed that I can get store credit instead of another Toshiba. I'm planning on getting a Panny TH-50PX60U and never looking back.
Now maybe this was just a crappy service center I dealt with, but here are a few pointers when dealing with Toshiba customer service and service centers:
1. The service center will want you to hassle Toshiba about an exchange. The service center only gets reimbursed for warranty work up to a certain point. After 2 in-home visits, expect to lose your set to the service center regardless of what may be wrong with it. You can bet too that whatever part(s) you need will be on backorder. They'll be in no hurry to fix it either, because the more time they actually spend trying to diagnose and fix your problem, the less they're getting in return. It's cheaper and easier for them to just keep ordering parts.
2. Toshiba will want you to hassle the service center about the repair. If you call Toshiba and complain that the service center is shooting in the dark and advising you to ask for an exchange, they'll say, "Sorry, no dice. You need to get it worked out with the service center." Toshiba doesn't want to lose a brand new set to replace the one you payed for. It's better for them to just keep throwing parts at the problem, even entire glass panels!!
3. There are 2 divisions of Toshiba support. Customer service, and tech support. You speak with customer service, the service center speaks with tech support. Toshiba customer service and Toshiba tech support, however, don't ever seem to speak to each other. I was polite throughout the whole process, until I was told by CS that I'd be issued an exchange if the new glass panel didn't fix the problem, then TS advised the service center to keep replacing parts after the new glass panel didn't do jack squat. Then I started calling every day, even multiple times per day, asking for supervisors of supervisors, etc. until they finally agreed to honor what they told me in the first place.
4. Write down who you spoke with, the date and time of the call, and what was said during the call. Record it if you can, and let them know you're recording it. They keep records too, but it's always helpful for you to be able to say, "No, no, I spoke with Bob on Monday, May 1st at 1:53pm and he said...." They'll look that up in their records and suddenly change their tune. If you're lucky, it might even get "escalated" to a supervisor call-back. Oh goody
All that to say this: with any new electronic product you get (especially expensive, limited return items), immediately
go over it with a fine-toothed comb. Try every feature and every connection in every combination possible. If you don't have the cables or components to do so, beg, borrow and steal (or just buy it :-) to get them so you can try everything out. With TV's, pay close attention to the display and if anything is even just a little off, take it back. Keep doing so until you get a set that's perfect. Trust me, when you deal with customer support and service centers, it's a crapshoot. You may be lucky like some of the other posters in this thread, or you may be tearing your hair out 3 months later like me. Either way, the experience of testing everything out and returning it to the store is much better than dealing with any type of customer support, IMO. That may seem like common sense to some, but I really wish someone would have slapped me in the head with a 2x4's worth of that advice before I bought my plasma. You can be sure my next set will be perfect