TV

[Fredrick]

Hello I am new to the forum and have a couple questions.

I bought a 42 inch dynex lcd that gave out after 7 months.

Right now I'm in the middle of the second month of my reapir. I called the service center that future shop hired and they told me they lost all my paperwork and could not tell me anything. They do not even know if it was looked at.

I was wondering how many months on average does it take to fix a television. Has anybody else experienced a repair?

Also why is it that Future shop refused to accept the Dynex Warrenty listed on their website?

"Dynex warrants that for 1 year from date of purchase as stated on your receipt, it will replace this product if found to be defective in materials or workmanship. If defective, return the item to the store where it was purchased before the expiration of the 1 year warranty period, with your original receipt, and we will replace it with a then-current equivalent Dynex product. This warranty is available only for the original purchaser of this product."

Thanks

[JS]

Thank you for your post to the Future Shop Community Forum.  We appreciate your feedback and value your opinions.

We have forwarded your concern to our Customer Service department and they will be contacting you directly via email in regards to your concerns.

Please note that the Forum is not intended for customer service issues. 

For future reference, if you have any concerns about your in-store or online customer experience at Future Shop, please contact our customer service department via email at service@futureshop.com or by phone 1-800-663-2275 so that we may address your concerns.

[Fredrick]

"Please note that the Forum is not intended for customer service issues."

Sorry I seen people asking questions here about warrenty information exchange information etc. About the TVs Future shop sells. I assumed that this was a forum to ask questions about Future Shop TVs and service.

I assumed it would be better to ask the questions here to build Future Shops knowledge base.

Also since the repair man told me they lost my paperwork and they do not know about my TV and will call me back when they figure it out. I assumed your customer Service department would not have any answers as of yet.

Secondly I already asked the Future Shop employee that set up my TV repair about why Future Shop refused to abide by the Dynex Manufacturer Warrenties and I was told they repair them and ignored my follow up questions.

All I wanted to know is what is the average time that it takes for a customer to get a TV repaired.

Also why do I have to wait for a TV to be repaired when I bought it specfically for this warrenty?

"Dynex warrants that for 1 year from date of purchase as stated on your receipt, it will replace this product if found to be defective in materials or workmanship. If defective, return the item to the store where it was purchased before the expiration of the 1 year warranty period, with your original receipt, and we will replace it with a then-current equivalent Dynex product. This warranty is available only for the original purchaser of this product"

Neither of these questions directly relate to me only so I thought this would be the perfect place to discuss it.

Sorry

[Krypto]

According to Future Shop's Product Service Plan, they have up to 60 days to repair things.  On the 61st day, you are entitled to a replacement.

Now then, if Dynex does indeed have that warranty replacement policy in effect, I would actually suggest that you go in and explain to the department manager what happened.  They may be able to arrange for something sooner (although it sounds like you're already coming closer to the 60 day time period anyhow).  It's possible that the associate you spoke to wasn't aware of the proper process for Dynex warranty issues.

[Fredrick]

Thank you for the information Krypto.

"It's possible that the associate you spoke to wasn't aware of the proper process for Dynex warranty issues."

The Two at the customer Service Reps at the customer service counter thought that I was out of luck becuase it was longer than 30 days and thought that future shop only has a 30 day warrenty on new TVs.

After convincing them that Dynex has a warrenty they gave me the number which reaches their repair department and told me not to bring in my TV because they won't take them after 30 days.

The Rep on the phone told me they repair them and ignored the follow up questions.

When I bought the TV I was told by the Rep who sold me the TV they do not repair them and if they didn't have a 42 inch Dynex they would have to give me a brand new samsung etc the day I was in the store which is worth more money and tried to get me to buy the extended warrenty so I would have this feature for 3 years instead of one. He told me I would walk out with a Brand new more expensive TV that day they would have no other choice if mine broke.

The repair man they hired told me that they told him to repair it. He knew nothing about returns.

The person who sold me the TV seams to be the only one who would discuss the warrenty with me and told me they do not repair them. This didn't suprise me since Dynex should cover it.

The salesmen knew the warrenty on the TVs when I bought it but everyone I talked to in the Customer service side does not know anything about warrenty information when it broke even though this information is on Dynex's website.

I guess I'm going to have to wait the 60 days. I just hope my TV is OK since the repair man refused to put it in a box for transporting. "I'm sick of putting them in boxes, I've put too many of them in boxes." and grabed the side of the TV and beckoned me to come over. Telling me it will be ok you don't need a box. I would feel much better if I thought it was in it's box for months instead of a workshop floor/counter.

Also if anyone knows. My Dynex TV broke at 7 months. When I get it back will I have my warrenty for 5 months or will it be from the time I get my TV back. Which will be 81/2 9 months since I bought the TV. Or will my warrenty be void now that I have used it once.

Thanks

[Krypto]

Sounds like a lot of miscommunication and misunderstanding.  Unfortunately though, these discount manufacturers seem to end up with a lot of similar stories.  I'm not entirely sure why Dynex takes such a different approach to warranty work than the other manufacturers.  I guess they unload the need for the customer service department by doing this, therefore unloading the cost to the retailer (and saving consumers money in the meantime).

Anyhow, as JS stated before, when it comes to customer service issues, there isn't much that can be done on the forums as most of us (including myself) don't actually work for Future Shop and accordingly can't really do anything to help, but I hope my posts have helped to atleast give you a bit of direction.

With regards to your final question though, I hate to be the bearer of bad news, but from my understanding, your warranty will continue from the same date as when you purchased the tv, meaning that if you had 5 months remaining in the warranty when you took the TV in and if it takes 2 months for the repair, you will have 3 months remaining.

Now then, if you are offered a Samsung TV again, go for it.  They are good quality TVs and well worth paying even an extra $100-$200 (although if you get a replacement TV, so long as its an equivalent model, you shouldn't have to pay any extra except the product service plan if you want to purchase that (no requirement though)).

[Fredrick]

I think what is happening is that Dynex offers you a "free 60 inch with free car" if your tv breaks within a year. But they know that future shops warrenty will be at least a year. So until that warrenty runs out they don't have to give you that 60 inch TV and car. They will never have to cover their warrenty as long as Future Shop has one and a repair saves them money.

I think they lure you in with the good hassle free warrenty and when it comes time to collect it. They make you wait a couple months for a repair to save money.

I truly hope I am wrong and is why I was hoping somebody could tell me exactly why they would not abide by the manufacturers warrenty. These things should be standard policy information.

Like all good forums I have been able to get more information here than from future shop Representatives. Which is why I ask questions here.

Also I am waiting to be contacted by Future Shop Customer Service and also the repair man so there is no one that I could really contact as of this point to ask questions.

Thanks

[Fredrick]

"With regards to your final question though, I hate to be the bearer of bad news, but from my understanding, your warranty will continue from the same date as when you purchased the tv, meaning that if you had 5 months remaining in the warranty when you took the TV in and if it takes 2 months for the repair, you will have 3 months remaining."

I assumed this but was just checking. I didn't know if they credited you with the warrenty time or not. I thought maybe they might give you that warrenty credit for the time it was broken and had to be repaired.

The warrenties always state from the date purchased. I didn't know if future shop made a credit on your account or not. For your troubles.

Thanks

[JS]

We welcome your feedback but do want to remind you that the Forum is not intended for discussion of customer service related issues.

Please note that the initial post has been directed to our Customer Service department and the user was contacted in order to address his/her concerns, as expressed in their post.  We have consequently locked this thread.

For future reference, if you have any concerns about your in-store or online customer experience at Future Shop, please contact our customer service department via email at service@futureshop.com or by phone 1-800-663-2275 so that we may address your concerns.