Warranty Predicament

[road2freedom]

After about 7 months of enjoyment with our new TV, we have a problem. It looks like a dead line of pixels that the manufacturer doesn't want to repair, so they gave me two options:

 

A - They will replace the TV with a refurbished TV, and extend the warranty 3 months (which means I'll have about 8 months of a warranty on it).

 

 

B - They will replace the TV with a brand new TV, the newer model which includes a few additional (but unnecessary) features, and with a new warranty. The catch here is they want me to pay an extra $340.

 

 

I personally am not satisfied with either option and have been pushing back for a couple of weeks now with little progress. Thoughts?

[breeze]

What does the warranty say? Do you still have it?

[road2freedom]

I'm trying to find it. I know I have it... but it's not where I thought I would have put it.

 

I remember it's a 1 year parts/warranty, but that's it.

[breeze]

Yes, but does it say what they will do if you have a warranty claim?

[pryan67]

what model number/brand is it?

[road2freedom]

Sharp Aquos Quattron 60" LED TV LC-60LE6300U

 

[mk_378]

Warranty on the replacement unit needs to extend out until when the original warranty would have run out. The warranty guarantees that they will provide a working TV for a period of one year after intial purchase.

Edited June 30, 2012 by mk_378

[Nemeweh]

I would probably tell them to send me the refurb, but I've had good luck with refurbs in the past. Also if they actually repaired yours, then it would be a refurb anyways. Same make/model, right?

 

I would NOT pay more $$$

[zx10 guy]

Describe this dead line of pixels.

 

Many people don't know that manufacturers will not warranty a panel if there are what they deem an acceptable number of dead/stuck pixels. The criteria is based on the number, grouping, and location. It's VERY hard to get a manufacturer to do a warranty claim on dead/stuck pixels. This is why I always run a series of still slides when I initially fire up a panel to ensure there are no issues. This allows me to deal with the merchant under their 30 day obligation. After the initial break in period, the chances of having dead/stuck pixels is pretty small.

[road2freedom]

From what I can tell it's an entire vertical line of red pixels a couple of inches in from the edge of the screen. I've had LCD TVs for years and not had this issue. I've never even had a single dead pixel. It's not a matter of them not approving the warranty claim - I've been through all of the documentation with them and it's approved. They just want to swap it or have me upgrade.

 

I've had luck with some refurb items, but I'm very hesitant with something that is this expensive and something we use daily. Seeing that this happened about 7 months after purchase, getting a refurb with only 8 months of warranty just seems like a big gamble.

 

If something happens again after 8 months, I'm basically screwed, and would replace the entire thing again. So the $340 is looking like the more attractive option at this point. I just hate rewarding a company by paying them more for for selling me a product that failed me in the first place.

[Echo_X]

How much was your original expense again?

[road2freedom]

We paid about $1400 + tax.

[Echo_X]

We paid about $1400 + tax.

 

 

I don't know. Logic indicates going with the new tv that will almost certainly work, and have a full new warranty. Though the fact that you were essentially sold a bad product should indicate that you should be under no obligation to pay full price for the original purchase, or at least should have the expense of replacing the tv placed against your payments, presuming you did not pay in full on purchase. Have you tried to locate a qualified repairman to see if the current device is able to be repaired?

[pryan67]

From what I can tell it's an entire vertical line of red pixels a couple of inches in from the edge of the screen. I've had LCD TVs for years and not had this issue. I've never even had a single dead pixel. It's not a matter of them not approving the warranty claim - I've been through all of the documentation with them and it's approved. They just want to swap it or have me upgrade.

 

I've had luck with some refurb items, but I'm very hesitant with something that is this expensive and something we use daily. Seeing that this happened about 7 months after purchase, getting a refurb with only 8 months of warranty just seems like a big gamble.

 

If something happens again after 8 months, I'm basically screwed, and would replace the entire thing again. So the $340 is looking like the more attractive option at this point. I just hate rewarding a company by paying them more for for selling me a product that failed me in the first place.

 

 

well, if you DON'T do anything...how long is your remaining warranty? More or less than 8 months?

 

I'd go with the refurb...that's what their warranty says they'd cover.....unless you want to buy a new TV for 340...which will extend your warranty by 4 months (that's what it boils down to in reality...you're buying a 4 month warranty for that 340)

[zx10 guy]

I personally feel the manufacturer is holding their end of their obligation and in my opinion are going above and beyond by providing you the option to upgrade for a nominal cost. It's really up to you what makes you feel more comfortable. Both options are viable in my opinion. The refurbished unit in some ways is probably better than a fresh new in box unit. The reason being that the refurb TV has had more scrutiny/QA to ensure it is properly working versus a TV off the production line. You still get the balance of the warranty with the refurb versus what I've seen where some manufacturers decrease the warranty you get with the refurb. If you still feel exposed with the refurb, you can purchase an extended warranty from a company like Square Trade. They offer extended warranties for refurb units with 1 to 2 years of additional coverage that begins when the manufacturer's warranty ends not concurrently. From what I've seen the prices for their warranties are reasonable and many on the AVS Forum have purchased and been happy with them.

 

Just be glad you're not dealing with the warranty debacle of the person I posted on here a few months back trying to get the manufacturer to own up to an RF issue.

[road2freedom]

We talked it over during the weekend and I slept on it a bit.... but we decided to go with the new model and pay the extra $$$. I can't say I'm 100% happy with the decision, but I would have been less happy with the other option. Wish me luck.

[CramItCCCAs]

Depending on what you use to pay for it you can double the warranty. I used Amex on my renters washing machine from home depot, warranty was for a 1 year, lasted 13 1/2 months, amex credited me the full amount zero questions asked. I know certain signature visa's offer similar protection. So whichever you decided to go with use the right card to pay for it.

[road2freedom]

Well, the new TV was delivered last night. All is well for now. However the delivery driver told me they've swapped out quite a few of these recently. I guess it's good I got the new one with the full warranty. I may also end up getting a 1 year extension just in case.

 

The bad news is this newer model doesn't have the same outputs... so it seems like I may finally have to replace my old surround sound system.

[road2freedom]

Depending on what you use to pay for it you can double the warranty. I used Amex on my renters washing machine from home depot, warranty was for a 1 year, lasted 13 1/2 months, amex credited me the full amount zero questions asked. I know certain signature visa's offer similar protection. So whichever you decided to go with use the right card to pay for it.

 

I tried to change the payment method and the rep told me I'd have to go through the entire process all over again because it was already approved by whomever approves these things. I smelled BS but didn't even think about the Amex thing. Dammit... Oh well, I'm guessing it wouldn't have helped much since I only paid a few hundred for the upgrade this time and not the full price.