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Discussion Starter · #1 ·
story in short, i bought a philips tv a while back directly from philips after seeing a thread here. Like some other folks, i bought the mack camera insurance for a 1200 tv and filed it away..


come Aug of 2008, my philips plasma starts to go 1/2 screen on me but it would switch back and forth from normal to 1/2 black screen. The problem was sporadic and i started to film the incidents b/c i knew i needed proof to back up my claims. ~ sept 2008, the unit completely went black and i was left with no tv at all.. that's when i called mack camera to get some help. Initially the response was quick and received a control number to get the ball rolling.


a local repair shop was contacted (strauss audio video D.C) and i was informed that a technician would came within 2 weeks.. although things were still well at the point, it quickly went down hill.. so many events i'll just list the major ones


1. end of sept: the technician first told me that he needed to replace the XY board?? and never got approval from MACK to order the parts for about 1 month 1/2

result: tv still down


2. mid-nov: the technician returned about 3 weeks with another board and still no go.

result: tv down




3. was told that the technician called mack and informs them that the plasma screen itself and will need more money






4. dec 24, calls mack camera and avoids the contact person and asked for a manager to vent. was told that she had no paper work on me but will get my case going.


5. dec 29 mack camera sends me an email about crating the TV to their office and try to repair in their shop


6. dec 30, i sent email back to mack camera asking for definitive dates and inform that i can take another day off work for them to pick up the TV (3 days already taking off so far)


7. jan 9, 2009, didn't not hear anything back from mack camera so i call up and was told that a crating company was scheduled on the jan 8th.. other than that, no dates, don't know when they are going to pick it up.., nada..


updated:


8. Jan 10th 2009: posted a thread on this forum and immediately got replies from other members willing to help


9. Jan 11, 2009: wrote long email to new contact at mack camera with description of the problems i'm facing along with a list of videos i've taken when the TV started to misbehave back in aug


10. Jan 12, 2009: a manager called me regarding the issue and i reaffirm my concerns with shipping the TV back for repairs will just result in another long period of getting tossed around. I was assured that it'll be a quick process for their techs to either repair or replace. I was tolds that it's the final step to a final resolution


11 Jan 13 2009: crating company contacted me about picking up the TV on Jan 14 (wed). I left a message for mac regarding the scheduled shipment


12 Jan 14, 2009: TV gone. big gaping hole against my wall. but i'm glad it's gone


13. Jan 21: received call from manager that the TV has arrived at their repair shop but didn't get a chance to talk to a tech. received RA number via email


14. Jan 24, 2009: seems like the unit is of this status "The unit is in line for a technician to be repaired" according to mac web site


what really pisses me off is that there seems to be ZERO communication between mack camera and the repair shop the entire process. I was forced to call mack camera every time when the technician came around and yet it seemed like they either don't care or don't like to take notes on what i've been relaying back to them. I proactively called mack camera every time and was told that they'd call me back only to get NO phone calls back!!! hello customer service???


The straw that broken the camel's back is that i finally contacted a manager from mack camer (other than the 1 contact till this point) and was told that they didn't have any paper work on me and i had to re-fax everything back to mack camera.


needless to say that i have zero confidence in mack camera with this 4 month + still on going repair and started to wonder if i should file a court case? from my perspective they've dropped the ball many many times and this could of been all avoided if they had just communicated and stayed on top of the case.. now they are probably bickering with the repair shop that did change out 2 boards but unable to fix the tv and i'm stuck in the middle for all the shiet to work itself out.. !!!!!!




EDIT: Updates


15a. Jan 27-28 2009: talked to mac tech about the TV. he informed me that that TV has been repaired and should be on the way back. I sent email afterward to inform them that I'm slated to be away from jan 30-feb 11th and can not receive TV until then


b. I also emailed Cleveland Plasma asking if it's worth while to email Mack Camera asking for more warranty and he kindly forwarded my message to his contact. I was asking for Mack camera to cover my TV for the 4-5 additional months since my warranty should run out by sept of this yr.


16: Feb 2 2009: talked to global delivery company and was informed that the TV has been crated to them. I once again inform them of my away status and scheduled for delivery on the 12th


17: Feb 11, 2009: My flight gets delayed due to high winds in cinn and i called Global delivery to reschedule to the 13th


18: Feb 13, 2009: Since it's only 2nd day at work for me after being away for 11days, i asked my gf to stay in my place and receive the unit. Global Delivery came and dropped off the set in a big wood crate ~1pm.


19: Feb 14, 2009:

19.a I discovered a big ol gashes to my wooden floor from the delivery guy pushing the wood crate. I live in a 1bdr and this in right in the front entrance. She didn't know what to say at the time and i guess nothing can be done at this point except for maybe a coat of wood paint. I'm steaming at her that nothing was said!!







19.b the TV makes a buzzing sound from the back panel when watching. I did not notice the same sound before. The sounds does fade in and out at time and i'm thinking it maybe vibration?? The unit itself seems to work on video just fine. I'll hook up the PS2 to test the speakers later. Video of the sound captured here. It's a slight buzzing sound, i tried to capture it on my camera best i can



19.C i also did not hear anything back from Mack Camera in regards to my request on (15.b).



after sitting on this thing for 5 months now, I wish this TV never happened. granted it wasn't all fault of mack camera but this repair process has been nothing but a huge cluster fawk. There mostly all lows and i wished i had get sucked it up and bought a new unit instead of waiting months for this repair process to be completed. Considering all the damages and missed shows/times, I'd prob be better off buying a new set from costco and stick to their warranty process.
 

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If you would like some help PM or e-mail us directly. I will get you in contact with my guy there and he will assist you the rest of the way. Sounds like you slipped thru the cracks of a system.
 

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Cleveland plasma to the rescue!!!!


Isn't AVS great when you have guys like this to help!
 

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Discussion Starter · #4 ·
i've PM-ed you... thanks for the help.. i'd like to avoid the lawsuit way as well but this is getting ridiculous... i've missed all the BF deals, christmas, now looking at watching super bowl on my computer monitor.


what should be the NORMAL turn around time dealing with issues like this???



i have to add that being semi competent with electronics, i did my initial research of my issues and came to the conclusion of a bad plasma was the culprit. I had informed this to mack camera initially and even pointed out that threads that talked about it in depth. all this back and forth could of all been avoided if they'd just believed me in the beginning.. that and if mack camera had made an effort to communicate with the repair shop..
 

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Your experience is one of the two reasons I never buy extended warranties. The other reason is that with an informed buy, (don't buy known junk) most consumer electronics will live a reasonably normal lifespan before failing. Reason number two is what allows extended warranty companies to exist and be profitable.
 

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Quote:
Originally Posted by pimpee /forum/post/15516744


i've PM-ed you... thanks for the help.. i'd like to avoid the lawsuit way as well but this is getting ridiculous... i've missed all the BF deals, christmas, now looking at watching super bowl on my computer monitor.


what should be the NORMAL turn around time dealing with issues like this???



i have to add that being semi competent with electronics, i did my initial research of my issues and came to the conclusion of a bad plasma was the culprit. I had informed this to mack camera initially and even pointed out that threads that talked about it in depth. all this back and forth could of all been avoided if they'd just believed me in the beginning.. that and if mack camera had made an effort to communicate with the repair shop..

It sucks that you've been given the run around for this long, but one thing that I noticed is no mention of communication between you and the repair facility regarding Mack not having any record of the dealings. They should have also helped along the way and had documentation of communication with Mack. Did you ever contact them over the matter? and if so what was their response?


Good luck and I hope you ge this resolved soon as I know I'd be peeved also.
 

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Discussion Starter · #7 ·

Quote:
Originally Posted by maxdog03 /forum/post/15516965


It sucks that you've been given the run around for this long, but one thing that I noticed is no mention of communication between you and the repair facility regarding Mack not having any record of the dealings. They should have also helped along the way and had documentation of communication with Mack. Did you ever contact them over the matter? and if so what was their response?


Good luck and I hope you ge this resolved soon as I know I'd be peeved also.

that's actually not true. i've been hounding the repair shop as well. when i initially talked to a mack camera manager in dec, i told her that i thought the fault was on both sides. However it still doesn't excuse that i was really the only communication between the 2 companies. I had asked mack camera numerous times to put pressure on the repair shop to get things moving but looking back, that phone call was prob never made
 

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Quote:
Originally Posted by pimpee /forum/post/15517011


that's actually not true. i've been hounding the repair shop as well. when i initially talked to a mack camera manager in dec, i told her that i thought the fault was on both sides. However it still doesn't excuse that i was really the only communication between the 2 companies. I had asked mack camera numerous times to put pressure on the repair shop to get things moving but looking back, that phone call was prob never made

You misunderstood my post. If the repair facility has been having communication with Mack then they should also have a record and documentation of that communication so Mack has no excuse about not having any records of your situation. In these situations I have always found that you need to be in constant communication between both parties as typically one will always blame the other for the hold up.
 

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No matter what excuse anyone gives you in this thread, nothing excuses that you've been without a working TV for 2+ months. Nothing at all.


Hopefully Cleavland Plasma can help you out.
 

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Discussion Starter · #10 ·

Quote:
Originally Posted by maxdog03 /forum/post/15517065


You misunderstood my post. If the repair facility has been having communication with Mack then they should also have a record and documentation of that communication so Mack has no excuse about not having any records of your situation. In these situations I have always found that you need to be in constant communication between both parties as typically one will always blame the other for the hold up.

sry if i sounded too defensive.. i now have a 2 page event log for all dealings with both companies now. but since i didn't think of starting a log until nov time frame, a lot of the communication with the repair shop was not recorded with dates etc etc
 

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Discussion Starter · #12 ·
small claims court has a ceiling of 5000 in DC and i can represent myself. i really do just want this settled.. i don't want watch another 3 months of tv on a computer
 

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Quote:
Originally Posted by omeletpants /forum/post/15517185


Spend $8000 on a lawsuit to recover $1200. Is that a good idea? I always laugh when people start screaming they are going to sue.
Id gladly take a big loss to get whoever screwed me

screwed twice as hard .


To me , money is not the issue, its about principle.
 

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Hi pimpee,

I am very sorry to hear about this situation. I have pointed this incident out to my rep Barry Warner. I am going to see what his response will be. I know that Chris from CP is on top of it as well.


Moving forward...if you have any issues just PM your name, claim#, registration ID#, display make and model and contact number and hopefully, one of us will get to the bottom of this.


Chris
 

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Two things, Could you have requested another repair shop to take a look at it? & did you contact the vendor that sold you the Mac Warranty for any help?


Also when the repair guy was at your house I would have put him right on the phone with MAC as soon as he could'nt repair the tv.
 

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Quote:
Originally Posted by pimpee /forum/post/15517089


sry if i sounded too defensive.. i now have a 2 page event log for all dealings with both companies now. but since i didn't think of starting a log until nov time frame, a lot of the communication with the repair shop was not recorded with dates etc etc

No problem. Unfortunately we learn the hard way from situations like this but this experience will also make you better prepared to handle the next situation. Hopefully this gets resolved soon for you.
 
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