Anyone deal with warranty issues?
Here is my tale of 'whoa' ...
8 years ago I bought a 51" Pioneer tv from Sears for $5,000.00. Never had a problem with it and paid the extended warranty every year. Last June the TV died. Kaput. They "fixed" it and brough it back but at the beginning of July it died again. They came out and picked it up (again) and brought it to the shop (I'm told that to transport the tv to/from the shop is at least $300.00 ... 2 men, a big truck ... ).
Since July, 2004, I have been told they were close to fixing it only to be told they had to get "more parts" or the "part that never dies, died" and they would have to order another one. Well, the next date they say that they will have parts is March 24, 2005 (I don't know how many parts this friggin tv has). March 24 is a date that the manufacturer says that Sears should have the part(s), not necessarily when they will actually arrive.
On my last phone call I asked that someone from warranty call me. My initial understanding is that they rate a tv's lifespan to about 7 years. After that if they say they cannot fix it then they only refund your warranty money for the current year. If the tv dies before their "life span" then they will give you X dollars (sliding scale).
Well, I got a call today and they said they were willing to give me $650.00 towards the purchase of a new TV. They said they went "above" what they would normally do. I don't think I like this offer but I don't know if I have much choice. It has to have cost them a lot of money for the time the techs have put in, transportation, etc. Is $650.00 any good?
I don't know how to push them in order to make the deal better. Any suggestions?
8 years ago I bought a 51" Pioneer tv from Sears for $5,000.00. Never had a problem with it and paid the extended warranty every year. Last June the TV died. Kaput. They "fixed" it and brough it back but at the beginning of July it died again. They came out and picked it up (again) and brought it to the shop (I'm told that to transport the tv to/from the shop is at least $300.00 ... 2 men, a big truck ... ).
Since July, 2004, I have been told they were close to fixing it only to be told they had to get "more parts" or the "part that never dies, died" and they would have to order another one. Well, the next date they say that they will have parts is March 24, 2005 (I don't know how many parts this friggin tv has). March 24 is a date that the manufacturer says that Sears should have the part(s), not necessarily when they will actually arrive.
On my last phone call I asked that someone from warranty call me. My initial understanding is that they rate a tv's lifespan to about 7 years. After that if they say they cannot fix it then they only refund your warranty money for the current year. If the tv dies before their "life span" then they will give you X dollars (sliding scale).
Well, I got a call today and they said they were willing to give me $650.00 towards the purchase of a new TV. They said they went "above" what they would normally do. I don't think I like this offer but I don't know if I have much choice. It has to have cost them a lot of money for the time the techs have put in, transportation, etc. Is $650.00 any good?
I don't know how to push them in order to make the deal better. Any suggestions?
Comments
I don't know the terms of electrical warranty (as opposed to appliances) but Sears tends to be upfront about things like that. As I said, I have found them to stand up for their products.
I would suggest going into the actual store where they have your tv set (do they fix them in stores?) and talking with a manager there. As long as you keep calm they are usually reasonable. My best strategy has been, calm, firm and ignorant.
"I don't want to know the ins and outs of your costs to fix and transport my TV. I want to know when it will be fixed and why you won't give me a new one. I have a warranty after all..." Stick to that and you are usually ok.
Today was the first time I had spoken to anyone regarding the warrenty though.
I'm guessing they are only too happy to take your money every x years. For them to turn around now and say 'we can't fix it. here's z/(x-y) of your money back' is complete b.s. Imagine if life insurance worked that way!
Sears has a pretty good reputation. Ask to speak to a manager and bring up your concerns. I would expect a full refund on the original purchase price but I'd settle for a new Pioneer Plasma, too. Funny thing is, they are about the same money as what you paid for yours...
Good luck.
Depreciation on electronics is huge, take the money and run or maybe get it fixed but ask for a loaner in the meantime?