James has a sweet Panasonic 42″ plasma screen TV. He writes that the device has an exciting new feature: it now refuses to turn on. Back in January, he called Panasonic support, who were able to help him unplug and reset the TV a few times. That helped, but it broke for good back in May. Now Panasonic says that his warranty is up, but they totally could have helped him if the set had broken closer to the end of this one-year warranty. Say, two months after the warranty ended in November 2009. Also known as January–when he originally called Panasonic about the problem.
Getting something fixed under warranty is rarely a pleasant task. It often takes longer than expected and occasionally lapses into bouts of back-and-forth finger-pointing between the manufacturer and the owner of the faulty product. Just ask Consumerist reader Art, who says that Toshiba has not only had his busted laptop for three months, but they’ve reneged on their promise to replace it and now want $140 for his troubles.
Scott has been a longtime and loyal Sony customer, but the company finally disappointed him. He writes that his lovely 46″ LCD began to produce strange images on one side of the screen for ten minutes after powering up–not catastrophic, but not acceptable for a $3,000 TV, either. The regular channels of customer service were no help, so Scott took his case to his blog and to Twitter. The result? He heard from executive customer service within hours, and received a new TV for his trouble.
After receiving a ten-piece cookware set with one pan damaged right out of the box, Drew’s girlfriend knew that she wanted to replace it. That’s what warranties are for! He tells Consumerist that when they tried to send that pan back to Cuisinart for replacement (instead of shipping the entire set back to Amazon, which seemed wasteful) customer service staff insisted that while the product’s warranty might say something, that doesn’t actually make it true.
Reader Kelly writes in to share her positive experience with Canon. She used one of our posts as a guideline before calling in to Canon with an issue with an out-of-warranty printer. Let’s see how it went…
Canon is apparently a very nice company. So nice, in fact, that they will apparently replace a product out of warranty even when it’s the customer’s own forgetfulness that led to the delay. That’s what reader Chris reports happened when his Canon printer broke down.
Reader Buddy has a lemon of a fridge that he purchased from Lowe’s with an Extended Warranty. The store keeps sending people out to fix the appliance, but nothing seems to work.
TiVo customers have a few different choices when paying for their service plans. The one that’s gamble of sorts is the “lifetime” plan, which includes service for the entire life of your device and currently costs $399. Lifetime service is technically transferable when a TiVo is replaced under warranty, but Nate discovered a new feature: a new $150 fee to transfer service from the original DVR to the replacement.
After reading dozens of stories about companies doing whatever they can to get out of honoring a customer’s warranty, it’s a relief to find a situation which is the exact opposite of that.
Everyone is tired of hearing about Twitter. It’s not the newest and shiniest communications tool anymore, and stories about its effectiveness in customer service aren’t novel anymore. Reader Ryan is tired of hearing about Twitter, but he shared a story with Consumerist about how Logitech only replaced his mouse under warranty after he tweeted at them.
Jim bought an industrial-strength Karcher power washer new on eBay a few months ago, didn’t open it until recently and found that the pump didn’t work.
Jennifer had some problems with a bag she acquired from high-end baggery Timbuk2, and when some stitching started to come out, she sent it in for repairs. When some of the bag’s stitching came out, she was treated to a great big pouch full of “above and beyond” customer service.
Nintendo, apparently forgetting that they are a large corporation, went out of their way to make sure all the variables that caused John’s Wii to glitch were addressed. Read his full letter inside.
A reader signing off as “Sucker” wants to let the world know that Circuit City’s extended warranties/replacement plans aren’t living up to the sales pitch. When he bought his XBOX 360, the salesperson assured “Sucker” that if the XBOX broke (as they tend to) that instead of having to wait around for a replacement — he could get a refund in the form of a gift card. He accepted. Guess what didn’t happen?
Reader Alex bought an Acer laptop with a 3 year extended warranty, and honestly, we lost count of how many times he’s sent it in to Acer for repairs — but every time Acer sends it back it seems to get a little bit less functional. Now he’s finally had enough and is demanding a replacement. This has lead to a 5 month stand-off in which Acer is refusing to send him a replacement because it would be a “downgrade” from his current broken laptop. Alex has already replaced the laptop and was going to give up. We’re his last hope…