In May 2005, I purchased the 56" Gemstar rear projection television for over $2,000.00--as well as a ShopNBC extended warranty. Within the first year the lamp blew twice and was replaced by the manufacturer. At the time of the first repair, the technician explained the requirement of the lamp and fans required to operate the television. It was the first time I had heard of this television requiring regular bulb replacements...it was never mentioned during ShopNBC's presentation of the television. I NEVER would have purchased the television had ShopNBC disclosed this pertinent information. In April 2007, the television began making a strange sound and finally the picture went out. I contacted ShopNBC and their extended warranty group, and began my customer service nightmare of lies, rude customer service reps, etc. After filing a complaint with the BBB against both ShopNBC and its warranty group, ShopNBC still refused to refund my money or to replace the television. Their warranty group conceded that due to Gemstar's service prohibitive tactics that they were not capable of fulfilling the terms of my extended warranty. They then terminated my contract and settled my dispute regarding the warranty. After all was said and done, I went back to the manufacturer, Gemstar, and pleaded my case. Their tech support staff admitted that the nature of my television's problems indicated a mechanical defect; however, they were unwilling to do anything to repair/replace the television. One techncian insisted that it had to be the lamp (despite my concerns of the sounds that were heard previous to the television's demise) and convinced me to purchase a lamp. Two hundred dollars later, I confirmed that it was not the lamp. After realizing Gemstar would not do the right thing, I contacted an outside technician to diagnose the problem. His diagnostic uncovered that the optical engine is DEFECTIVE. The technician called Gemstar (as per their instructions to me) to request the part number and the phone number to their parts department. Today, he called to say that the number Gemstar is providing leads to a parts provider who claims they are in NO WAY affiliated (as a reseller or authorized dealer of parts) with Gemstar. The technician said that after numerous calls to Gemstar he was unwilling to go any further as it was no longer worth it to him financially as Gemstar was not operating in good faith. His only suggestion was that I discard the television as it was GARBAGE.
Gemstar's rating with the California Better Business Bureau is an 'F' and deservedly so. ShopNBC has numerous complaints with the Minnesota Better Business Burea. BUYER BEWARE OF THESE TWO COMPANIES!!!
My hope is that Gemstar will do the right thing and give me the necessary assistance to repair this television once and for all. In the absence of resolution, I will take my case to the Attorney General, Better Business Bureau, and any other governing institution for no other reason than I want to stop ShopNBC and Gemstar from their deplorable business practices. They are STEALING MONEY (GRAND LARCENY) from hard-working people and they need to be PROSECUTED to the fullest extent of the law, and be forced to provide RESTITUTION to their VICTIMS.