We bought a
- Because of this, I often felt lied to and manipulated.
- On at least two occasions, I asked for a supervisor during the middle of the day and was told that none was available. On these occasions when I asked for one to call me back, they told me that they didn’t do that.
- Only twice in the 10 or so times that I asked a service rep to read my file before talking to me did they actually do so. Thank you Vosco and Christopher.
- Despite the fact that my TV was unable to be fixed, I had a great local service repair contact: H S Electronics. They actually worked around
Hitachiwhen told them how long many of the parts delivery would take. Hitachi
- I had to ask
to expedite shipping on every part after waiting more than three weeks for the parts department to reopen (when they did, they did not have the part I needed—my service rep had to find it). Hitachi
- When I began to complain about slow service or I asked for a supervisor, I was often told that
was doing better than they should have for me. That’s pretty hard to take 6 weeks into a process where I still didn’t have a working TV. Hitachi
- None of the service reps I talked with early in the process told me the normal timetable for which repairs are made. If I had been told, my expectations would’ve been lower from the beginning.
- One service rep told me that they didn’t really get my money anyway. That Best Buy got my money so they would care more than
- When I asked service reps why I would ever buy
again, the response was “we make good products” and “we only have a two percent failure rate, which is below the industry average.” I, unfortunately, having called them to get service on a three month old TV was not one that received a good product, but one that feel into the two percent range. Hitachi
During the ten week ordeal, we did receive good customer service from two
I don’t think that a broken TV is the end of the world, but I wanted to commiserate with others who have wanted something so badly and were disappointed when it broke. And then mad when it took almost as long as you had the item to get a replacement. I also wanted to warn others making a big TV purchase that if you fall in the two percent with a Hitachi TV, you are in for a LONG ride.
For a more thorough version of the ordeal, see the full story below.