A Customer Service Story - American TV

[mcneguy]

I built a new house in Menomonee Falls and moved in at the end of July.  As a present to myself, considering I had the basement completely done as a home theater/Bar/Pool Table area I decided I needed a new Hitachi 60V500 LCD HDTV.  They delivered it in the first week of August, everything was great.

About 2 weeks later, there was 1 blown pixel at the top of the screen.  I had heard that nobody will fix a tv with 1 blown pixel but I called American's service department anyway.  They came out and Hitachi agreed to install a new light engine.  American ordered the part and I was told it would be about 2-3 weeks.

Well, 3 weeks came and went, then 3 months came and went.  American could never get Hitachi to get them the proper part.  I then suggested that maybe they should just replace the whole thing.  Much to my amazement, they did, and with the new version, the 60v715...built in HD tuner, cable card slot, new remote..etc.

I received a delivery date then I aksked them "Will they be picking up the old TV when they deliver the new one?"  Then I was told "We don't need that back so no they won't be picking that up".

Bottom line is they delivered then new set last night and, in fact, did not want the old one back.  I now have 1 new 60V715 and a 5 month old 60V500 sitting in my home theater I still don't know what to do with.

I would not hesitate to purchase anything from American ever again, their customer service was impeccable.

[StarvingForHDTV]

Hmm.  Buy a customer for life for $3,000ish (not sure on the cost of your display)  Maybe American is using a new concept in big box retailing.  It's not a bad idea, if you have the profits to fund a program like that.

With just one pixel not working you could sell the TV.  It's usable.  It might not even bother a less picky person.

Nice story, thanks.

[Matt Heebner]

One blown pixal wouldn't bother me too much if you are looking to unload it !!!! I'd be willing to come an get it  

I have always had good luck when dealing with American. Sometimes the sales guys are a little pushy, but I end up buying more from them than anywhere else.

Matt

[tazman]

Sure beats any employee family discount I ever got.  Consider yourself a lotto winner.

[Mark Strube]

Woww... very nice. The guy from American checked out my Sony today - same exact problem, except I don't have dead pixels... only one of the colors for the pixels are out because they appear greenish, I think he called them "stuck on" pixels. About 4 or so of those, barely noticeable. Also there's a small faint green circle on the right side of my tv. They're ordering a new light engine for my tv. Now I find myself hoping it doesn't come in and they have to give me a new one heh.  :cool:

[PWFD81]

I agree!  American TV is a great place to purchase goods.  Everything in our house from our kitchen to the bedroom is from American.  The few problems I have had with electronics or furniture have been taken care of.  They have a great customer service concept!  One of the few Big Box Stores that still has high end electronics too.  Look at the lines Best Buy has lost over the years.  I worked there years ago and we sold all high end.  Now they want to sell cheap stuff at large volume and if you have a problem at Best Buy, they say if you didn't buy our ESP your out of luck!  

Yea for American TV.  Keep up the good work!!

Tim

[ejander]

Your lucky!  I had a very bad colder's experience that lasted 6 months!  WITHOUT a tv!