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AWFUL Customer Service Experience
on March 20, 2014
I purchased two of the 29L1350U LCD monitors to use as in a CCTV application. Within a few months of installation each of the units displayed instances of random power cycling (the monitors will power off and back on during use). An internet search of this phenomenon indicates that my monitors are not unique in this behavior.
One unit has only performed this random power cycle on three occasions over six months (and though annoying, this will seem acceptable as you read on). The second TV, however, is unusable, as it power cycles four or more times per hour - in some instances requiring unplugging for several minutes before it will resume function.
The defective unit is less than six months old, so after contacting their customer service, I sent it to a Toshiba authorized repair depot. I was responsible for shipping, which is frustrating, but acceptable. The unit was allegedly "repaired" (a new motherboard was installed) but upon its return it exhibited the same behavior IMMEDIATELY after being reconnected to a power supply. I was told to send the unit for a second round of service (again at my shipping expense) and that if the unit could not be repaired "other options" would be explored. I have received it back from this second repair and it still does not work. I have spoken to customer service, warranty service , and customer relations personnel, including several "managers." I am told that there is no option to have a replacement TV issued, only to resubmit to the same repair depot, AT MY COST. The "other options" are that they will request that a senior technician inspect the TV (implying that the lower level technician should not have been trusted to complete a successful diagnostic and repair?).
If I am to submit the set again, I will have spent $75 on shipping to repair an ongoing problem for a $190 TV. This experience has taught me that a Toshiba warranty is not worth the paper it is written on. I intend to file a complaint with my local bureau of consumer protection / the Better Business Bureau, as well as post as many online warnings to would-be-customers as I possibly can. I used to look at Toshiba as a trusted brand name and a reputable company. I understand that any manufacturer can have problems with products. A reputable company cannot guarantee that all of its equipment will be without defect, only that they will help to restore the consumer who was burdened with a defective item. The issue is not the faulty TV. The issue is the horrendous run-around that I am being put through in my attempts to resolve the issue. This is the last Toshiba item that I will ever purchase, PERIOD.