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How To Deal With HDTV Customer Service and Win

October 24th, 2011 · 2 Comments · 3D HDTV, Connected TVs, LCD Flat Panel, Plasma

 

If you have any problem with a new HDTV and it’s past the store’s return or exchange period, you’ll need to deal with customer service. HD Guru readers have been emailing about how they’re not getting their warranty claims honored. So we’ve put together a list of things you should do to receive the best chance of warranty coverage with a given company.

An HDTV Is Not A Computer

As a solid example of the problem, here’s what the FAQ states on RCA’s website:

“TVs today are becoming similar to computers and use hardware and software to deliver the picture and the sound. Similar to how a computer can lock-up and then you have to re-boot, TVs sometimes have problems that you can fix by resetting, or rebooting, them. To reset your TV, unplug the power cord from the wall outlet, power strip, etc. Keep your TV unplugged for about 5 minutes. Then, plug the TV back in, turn the TV on, and see if the problem is fixed. If the problem remains, then please contact RCA Customer Support using the Support link in the top navigation on this page.”

This is very bad advice. If your TV is under warranty and misbehaves in any way, you may clear up the symptom by unplugging and repowering the set, but this will not fix the cause.

HDTV’s self-check a number of criteria, including internal temperature. If a part begins to fail, it may heat up to the point of shutdown. By unplugging the TV for five minutes, the temperature returns to normal, the self-check passes, and the TV functions normally. At least until it heats up again or fails completely.

By following RCA’s advice you will have no proof of a problem occurring during the warranty period. If the problem happens again post-warranty, and you haven’t reported the problem earlier, you have an excellent chance of not being covered even if it’s the day after the warranty expires.

 

What You Should Do

Whenever a set misbehaves, even for a few seconds and apparently fixes itself, you should always call the TV manufacturer’s customer service department. When you do, you’ll always be asked for specific information. This includes the model number and the serial number (both can be found on the rear of the TV). You will also need a copy of the purchase receipt which includes the date and store. The customer service representative (CSR) may request you fax, email or snail mail a copy of your proof of purchase.

When you call be calm, collected and patient, even if you were in a long hold queue. Being pissed off won’t get you anywhere. CSR’s are people too, and if you’re angry at them for something that’s not their fault, how likely do you think they’ll be to go out of their way to help you?

Once the CSR answers, get their name and/or number (some will only give a first name) and write it down. After you describe the problem, get a case number from the CSR. This is extremely important, especially if the set is within the manufacturer’s warranty period. You must have a case number as a record of when the problem first occurred.

And get this, we called Samsung customer service and were told that even if you establish a problem with a case number, if the symptom reoccurs outside the warranty period you will NOT be covered.

Therefore to assure warranty coverage you must insist on a service technician checking out the TV. With Samsung,  RCA, and others (but not all companies), any set above 32 inch screen has in-home service. Unplugging a TV and repowering the set will never fix a failing component, it will only delay the point when the problem will require a part replacement. This delay will likely  cost you money.

 

What If The CSR Refuses Get You a Warranty Service Call

If the CSR won’t cooperate, ask for a supervisor. If you are told none is available, call back and make the request again. You must get a service technician to examine the set within the warranty period.

 

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What About Post Warranty Service

If your set fails shortly after warranty period ends you can still attempt to persuade the company to cover your set. Why? There are a number of reasons. You may be a loyal customer of the manufacturer, which is especially important if the company makes other products like  Sony, Samsung or Panasonic. Tell the customer service rep.

Do an Internet search of your problem. You may discover many folks had the same problem due to a run of the same defective part. You may learn others were covered as a goodwill gesture of the set maker.

Did you pay for the TV with a  MasterCard or American Express card? If you did, you have double the manufacturer’s warranty. Here’s a link to our article.

Be Cool and Reasonable

If you talk firmly, but nicely, to the CSR/supervisor, after receiving a post-warranty estimate you may be able to convince the company to give you a price break on the repair to maintain your loyalty. You have nothing to lose by asking.

When All Else Fails

If the company doesn’t give you reasonable satisfaction, there are websites where you can register your complaints. Consumeraffairs.com is a good place to start. Another good technique is to email company executives about your issue. Here is a link to a how-to by The Consumerist.

Have you tried any of these tactics and had a positive/negative result? Post your comment below.

 

 

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2 Comments so far ↓

  • erik

    So I used to work in a Customer Service/Tech call-center, and there are definitely certain “ways” to approach the Reps if you want to get what you want. First, customer service reps are NOT your enemy. Nor are they your friends. They are merely a means to an end. If you call, angry frustrated, and bitter, that’s ok. It’s relatively expected that you have a problem, and are a human, so the reps will be prepared for this. If you call however, railing and screaming, using endless strings of profanity and jargon, they will not be as quick to help you. People can only take so much before they lose interest. I’ve always found that people who can swallow their pride and exercise a little patience with customer service will get much more than the angry jerk just calling to complain. Second, the company will usually bend over backward to get you what you want, providing you exercise a little patience. So, use your best judgment, but the peaceful, patient customers will have much more influence than the crazy ones.

  • Phil

    I need to fit an lcd set into a precut door to a wall to wall cabinet that measures exactly 25 x 45. I need just the SCREEN size, not the surrounding panel to the TV Which size and which TVs can you recommend I look for. I can go with or without 3D….screen size is critical

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