agustina prigoshin

On February 9, I took my 5-month-old Toshiba TV to a local, authorized Toshiba repair shop, AAA TV, because my TV was still under warranty and it suddenly didn’t display an image; the sound worked fine, but there was no image.

AAA TV later informed me that my LCD panel was busted and they put in a request to Toshiba to have a new one sent to them and get this, Toshiba didn’t give them an ETA!!

A week later, I called AAA TV and they still had no update on the ETA. I called Toshiba and they told me the same thing, “No ETA.” I told them I’d call back in two weeks.

Two weeks later, I called Toshiba again and was told that they were expecting to receive a shipment, but they weren’t sure if my panel would be in that shipment. I got pretty upset and asked how long I’d have to wait for a panel. I asked the customer service man if they were going to hold my TV hostage until my TV’s warranty expired so that they were no longer liable for selling non-functioning TVs. I told the customer service man that I expected to get a new TV if they didn’t have mine fixed within the week. The man said he couldn’t do anything about that, so I asked to speak to his supervisor.

The supervisor came on the phone and explained that when a replacement piece takes longer than 30 days to be replaced, Toshiba usually looks for alternatives to satisfy the customer. She then had the audacity to tell me, with a condescending tone, that the price I paid for the TV was actually 40% less than the manufacturing price and the warranty on Toshiba products becomes void when the product is bought at more than 30% off the manufacturing price. That was when my voice started shaking and I wished I can reach through the phone and slap her. I tried to stay calm and explained that the magnificent (note the sarcasm) Circuit City sold me the TV at that price and in no way should Toshiba punish me for Circuit City’s prices. Again with the condescending tone, the woman told me that because they already started the process of getting me the LCD panel, they would still cover the expense of replacing it (because I guess she was having a good day and wanted to do me a great big favor), but if it takes longer than 30 days to receive the piece, they wouldn’t offer me a new/replacement TV.

Can you believe that BS?!?! They sell non-functioning products and then try to find ways to get out of their warranties!

A week later, I got a call from Toshiba that my panel arrived and they sent it over to AAA TV. Three days later, on March 16, AAA TV called me and told me to go pick up the TV.

When I arrived at AAA TV, I sat down with the owner to vent about my horrible experience with Toshiba and he confirmed that their customer service is terrible. I asked him about the chances of this LCD panel malfunctioning and he assured me that he has never seen the same TV be brought in twice with an LCD panel problem.

AAA TV, you have been more than helpful, patient and kind and I appreciate it very much, thank you.

Toshiba, I am so incredibly angry with you and I promise to never buy another product from you again!