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(More customer reviews)I purchased this TV on the 11th of June.The interaction with Amazon & the shipping company was excellent.
However, when the TV arrived and I plugged it in, it turns on for about 30 seconds, I can hear sound, but no picture.The TV then shuts itself off.
After going through the troubleshooting guide and trying all the recommended steps, same result.
So, I contacted Mitsubishi customer service, and this is where things really got interesting.
I spoke with a number of individuals who basically took me through the same troubleshooting steps found in the manual, only much more slowly than someone with basic reading comprehension skills might expect.After repeated attempts at this, the TV unsurprisingly still did not work.
I was then referred to a local, authorized service company to have a technician come out and fix the TV.
However, after contacting said service company, they decided that they needed written confirmation from Mitsubishi that they would indeed be paid for their services.
So, back to customer service.Again.
This time after going through the menu & getting the normal level 1 technican, I was finally transferred to the Mitsubishi corporate office, and was put in touch with a gentleman named Mike.
Mike was kind enough to get in touch with the Mitsubishi authorized service dealer and explain to them that, being an authorized Mitsubishi service dealer & the TV being under warranty, that they would in fact be paid for their services.At this point there was a glimmer of hope.
Or maybe not.
The service technician arrived at my place on Friday, 6/19.Great guy, prompt, very informative, did everything he could...same result. No picture.
Mike happened to call while the service tech was at my residence, and he spoke to both the technician and myself.We all agreed that the TV was defective and new parts would be ordered on Monday.Mike also assured me he would call on Monday, 6/22 and inform me of the progress, confirm that the parts had been shipped, and give me an estimate of when I might have a working TV.
Monday came around, no call from Mike.So, I got back on the phone with Mitsubishi.The woman I spoke with informed me that we needed to wait until Tuesday to see if the parts had been ordered & shipped, and that I would receive a call.
Tuesday...no call.So, back on the phone.Pretty much the same thing, not sure if parts had been ordered or shipped, we'll get a hold of you on Wednesday.
Wednesday...no call.Back on the phone.This time I was informed that Mike was out of the office, but I was told that the parts had been shipped...on 6/23.I asked whether they had sent them overnight, the answer was no.Apparently a cost saving measure on the part of Mitsubishi.
The best guess that they could give me was that the parts would arrive to the service provider on Monday, 6/29 or Tuesday, 6/30.At that point the service provider would schedule another appointment to come out.
So, maybe sometime the week of 6/29...a full 18 days after the date of purchase.
I did some more inquiring, and found out a few more gems of information that future Mitsubishi buyers might not be aware of.
1.If you are shipped a defective TV, Mitsubishi will first try to repair it.
2.If the first repair (ie, replacement parts are defective as well or the problem was inadequately diagnosed), Mitsubishi will then schedule a 2nd repair.Repeat process.
3. Only after 2 unsuccessful attempts to repair will a new TV be shipped out from the manufacturer.
That being said, it's looking like I will not have a working TV for a good month after purchase, and if this repair attempt doesn't work, it's quite possible that it may be another month after that.
I asked Mitsubishi if this was standard procedure as opposed to just shipping out a new TV.It is under warranty, right? They said it was.I asked why, and was informed that it is more cost effective to do it this way.Well, of course it is...for Mitsubishi.
It would have also been more cost effective for me had I purchased a refurbished TV in the first place.Unfortunately, I bought a new one, but will end up with a repaired TV before even getting a chance to turn it on.
From what I understand from other reviews, it's a great TV when it works.I wouldn't know at this point.It looks really nice...black and shiny, but if I wanted a 60" table top ornament for my den that does nothing other than sit there, I probably would have taken a less expensive route.
I have purchased Mitsubishi products before, and have generally been satisfied.However, after this ordeal, never again.
I'm hoping that my experience isn't common.However, those of you thinking of purchasing this or any other TV from Mitusbishi, please take into account of what you can expect if you are shipped defective merchandise.
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Product Description:
With picture perfomance that outpaces todays smaller flat panels, Mitsubishi Home Theater TVs offer a larger than life, intensely vivid viewing experience. In screen sizes ranging from 60 inches to 82 inches, Mitsubishi Home Theater TVs define the large screeen entertainment category by offering incomparable value and stronger performance than smaller flat panel televisions!
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