RCAThomson Inc. And Wal-mart Store Of Smyrna Unable to repair 10 MONTH OLD 50" DLP HDTV. PART ON BACKORDER FOR OVER 2 MONTHS. RCA/THOMPSON/EL PASO Tx.EL PAOS Texas

July 28, 2008

On Sept. 29, 2007 Purchased 50 inch DLP HDTV, Model # MxxxxxxxxX12 with 2 year service contract.

On June 2, 2008, less than 9 months later the set went blank. Set is still under warranty so I called for service. After talking to someone on the service line I was informed that the problem was a lame unit was burned out, but it is a customer replaceable item. They said they would send a replacement lamp at no charge after I returned the old lamp. Thomson Inc. doing the warranty for RCA, gave me a case # to track it with, case # 2xxxZ.
I returned the old lamp by UPS, tracking #1Z30xxxxxxxxx9962 TO Thomson Inc. They received it on June 16, 2008 at 1:03. On June 26, tin days later I called Thomson Inc. They could not find a record of it and wanted the UPS tracking #, which I gave them. After several minutes being on hold they came back on the line and said that UPS shows that they received it. I was told to give them another 7 to 10 days to get it to me.
On July 9, 2008 I called back and gave them the case #. I talked to Chris. He was unable to find the case #. He put me on hold to check in it and the phone lost connection. I e-mailed RCA and they gave me another number to call. On 7/12/2008 I called this number and was referred to another telephone number. I was told that the part had not been shipped. After several more phone calls and more e-mails I was told the part was on backorder and did not know when they would have the part.

I have had this TV that I paid $1159.93 for with a 2 year extended service contract, for 10 months and it has not worked for 1 month and 27 days. I have contacted the Wal-Mart store to try to get a replacement and they refused to give me any help at all, other than since I have the extended service contract I should contact them. I called the service phone number (1-877-968-6391) I was informed that they could not work on the TV until the warranty runs out, but they will not work on this PRE-EXISTING problem after the warranty runs out.
The part cost's $389.00. What recourse do I have?

Hollice
Smyrna, Tennessee
U.S.A.