Below is the complaint email I was forced to compile.
I know it has some long paragraphs, jumps around a bit and is also a bit lengthy, but I felt it was necessary that the entire email be posted so you can get a good idea of what I've been dealing with.
This problem also involves A1 TV & VCR Repair in Long Beach.
Regarding my Samsung DLP TV, model HLN4365W
12-28-05 After I left at least three messages for xxxxx at Service Net, he finally called back, but did not call me at home, he called my Wife at her work number. I specifically left my home phone number on all three messages and he avoided calling it. He left a message on my Wife's work voice mail instead. I had to call and leave three messages on other extensions at Service net just to get someone to call me back. xxxxx (I think) finally called me back and said she would be speaking to xxxxx regarding this extremely irritating issue with my TV, and his lack of response.
Service Net employee xxxxx says that A1 is claiming I refused service on my TV. Let's review:
11-28-05: Claim filed with Service Net.
12-06-05: A1 picked up my TV
12-14-05: A1 still can't diagnose the problem correctly, because they have never touched a DLP TV before. They didn't even have a manual for it. Are they even certified or trained on DLPs? They said they would be getting a manual for it in a couple days.
12-16-05: I sent an email to A1 explaining the problem and where the noise was coming from.
They still couldn't manage to get a copy of the manual even though they should have had one to start with.
12-23-05: A1 still could not get a copy of the repair manual as they had promised a week before. At this point they had my TV for over two weeks, and the only thing they could manage in that time was an incorrect diagnosis of the problem, and a bunch of stalling. I have placed over 25 phone calls to try to get one stupid $118 part replaced, and that still hasn't happened, even though I purchased an extended warranty with my hard earned money and in good faith. I fully expect Service Net to honor that agreement in good faith and to use a competent and experienced repair facility to get the job done. This has not happened so far.
Service Net employee xxxxx then said he would be closing my case on the grounds that I refused service from A1. Really? Refused service? Get real. I gave them more than enough time to repair my TV and they just couldn't manage to do it. I even diagnosed the problem for them. This is completely unacceptable. What are you going to do to remedy this issue? I will not give my TV to A1 again, or to any other inexperienced repair facility. I want an assurance that the next service facility has actually worked on a TV like mine. Someone needs to step up at Service Net.
Original complaint email: PLEASE READ
Problem with repair service, Timeline of events:
Noticed loud grinding noise coming from TV around mid November 2005.
Opened a service ticket with Service Net, under the original 2 year extended warranty,
which was purchased at the same time the TV was purchased.
etronics item number xxxxxxx (2 yr extended warranty)
Date the call to Service Net was placed and service ticket / claim issued:
11-28-05 Ticket / claim #xxxxxxx
The local authorized repair shop / dealer that was assigned the repair:
A-1 TV VCR Service
4145 Norse Way
Long Beach, Ca. 90808
They (A1) came to look at the TV on 12-01-05, to get a better idea of the size and type of TV they would be working on, even though we gave them the info on the phone. When the A1 people arrived, it was the owner.Upon hearing the noise, the first thing she said was "it's the flyback transformer" She was sure of it. She repeated that many times before she left. I told her the noise was from some device that had bearings and was spinning. but she was sure it was the flyback transformer. Problem is, there is no flyback transformer in my TV. it's not even a CRT based device. It's a DLP system. I was concerned at that point, but I figured hey, let the technicians look at it and they can figure it out quite easily.
A1 picked up the TV
The first diagnosis that the repair people made was the lamp is bad. My TV has a great picture and never had any display issues. They said the noise was coming from the area where the lamp is.
I'm pretty sure this is not a manufacturer approved diagnostic technique.
They requested authorization to replace the lamp, and you (Service Net) denied it. I had to find and fax you (Service Net) a copy of the original warranty paperwork to try to get you to authorize it. Why you didn't have a copy of this paperwork already is beyond me. You should have had access to the information I faxed to you. The following Monday, you denied the authorization to replace the lamp again.
However, over the weekend, I did some major research on the internet. It seems the problem with my TV is a common one and there were many sites with information regarding this issue. The problem is the Color Wheel. A device found in all DLP TVs. The noise is coming from the bearing getting out of round. I have been a computer technician for almost 15 years and I have heard many hard drives make the same sound when the bearings go bad. After searching on the internet, I was sure that the problem was a defective color wheel, and NOT THE LAMP. My TV has never had a picture quality problem, ever. I called and logged this info with one of your operators. She said she would call the A1 people and let them know.
A couple days later, I called A1 to see if they had received the info, and they told me the problem was the lamp. I told them it was not the lamp and immediately called Service Net again. I spoke to someone, who entered notes into my ticket, but in the end, she said I needed to get in touch with the A1 people to resolve my issue. Why should I be doing this? This should be a Service Net problem, not mine. Service Net sent my TV to an incompetent repair facility.
I called A1 and got their email address and sent them info with multiple links to the stuff I found on the internet. I spoke to the owner again on 12-14-05 and she said she needed to order a service manual for my TV. I am now very concerned that my $3000 TV is going to be damaged by someone who has no idea what they are doing, and has never worked on a DLP TV. They couldn't even diagnose the problem correctly, I had to do it for them. THIS IS A VEY BAD BUSINESS PRACTICE. I am not a happy customer right now.
I was told that they would not be able to get a service manual until Friday 12-16-05.
Then the A1 owner said the following "Please try to be patient. I know you're not, but.." at that point I cut her off and asked how she could possibly think I was not being patient. I told her most people would have picked up their TV and filed a complaint with the BBB already. I AM BEING MORE THAN PATIENT. Then she said she was going to try to have the main board in the TV replaced. Why? All that needs to be replaced is the color wheel. Something is not right.
12-16-05 A1 could not manage to get a service manual, as promised. Again I have to try to be patient and not get angry. How mad would you be by now?
12-23-05 I called A1 to get a status on my TV and the owner told me that she still has not received a service manual for it. She said it should arrive today. That is the same thing she told me last week. This is unacceptable. I asked to have my TV returned. I spoke to her at 10:15am and she said my TV would be dropped off immediately.
I called again at 12:30pm to find out where my TV was. The owner was not there and someone else had to arrange to have it delivered.
When they dropped it off, they forgot to bring the remote control. I had to call back and they said someone would bring it right away. I had to call again an hour later to find out where my remote was. it took them another hour to actually drop it off.
I called and left a message for xxxxx at Service Net and told him the TV is being returned to me unrepaired. I also let him know that I expect to have another, more competent repair facility, assigned to do the warranty service on my system. I'm tired of getting the run-around.
In total I have made more than 25 phone calls so far. I sense a problem here.
I sent the above email to management at Service Net and I'm waiting to see what they will do about this. I will post an update if possible.
The Wife and I were able to repair our TV in less than 40 min.
I ordered the color wheel from Samsungparts.com and found a simple set of instructions on the internet and we did the repair in the living room. We even dusted the lamp and lens off and the TV looks and sounds like it did when we bought it. Not a novice repair for sure, but if you have even half a brain, it's very do-able. I'm going to be sending a bill to Service Net for the cost of the color wheel and shipping. I'm actually saving them a bunch of money, since I did all the labor myself. I'm hoping they are going to pay for the defective color wheel. If not I may very well file in small claims court.
1-11-06 I sent another email to several addresses at Service Net and left another message on xxxxx's phone, but I am obviously being ignored.
I will call the number on the website contact page and see if I can reach a someone in the corporate office, rather than the claims dept. Maybe they will feel inclined to authorize payment to cover the cost of the color wheel. I see this heading to small claims. What a waste of time.