So about 4 months ago I purchased a Magnavox TV from my local Fred Meyer. I also own a Samsung that has never given me any trouble. Oh yeah, this article is a total first world problems article. Anyway, after about 3 months the TV started not turning on all of the time, especially if it was unplugged for a while. It was not an issue related to warm up because this would happen after the TV had been plugged back in for days. I tried basic troubleshooting but the problems only got worse. It started randomly changing channels and muting itself as well. So I finally called Magnavox. Who sent a tech out. Who was here for about 20 minutes. Ran their proprietary software test tools, and could not reproduce the problem so left without putting in the parts they they had sent him to put it. It wasn’t his fault. You see, they have to reproduce the problem to put parts in, according to Magnavox because the real reason Magnavox sends a tech out is to cover their ass. Now, they knew that it was an intermittent problem before sending the tech out and many other Magnavox TVs have been having power supply problems. Still, those of us that work or have worked in the industry know that their testing tools are there to protect the company, and not to actually fix your problem. Meaning, they are not very good and are not designed to be good. Plus the problem is intermittent so it would take real time to torubleshiit. Plus, TVs now have big computers in them, so why not just run a log in the TV. I’ll tell you why, because they don’t want to fix the TV. They want to run out the warranty periods and pretend that they tried to fix them. I had to call 4 times. Once for each problem (the random muting and the random channel changing) and twice for the power issue. The technician has told me that if I get videos of the problems they might accept that and finally replace the TV, but that is taking up a huge amount of my time.
Here is the way they should have handled it. They should have shipped me a new TV with a return label. They could then have inspected the old TV and sold it as refurbished through Newegg or another retailer that sells refurbished products. There was no risk to them in providing good customer service in this way and basically no money lost if they had. Anyway, I’ll post the videos as I get them. The funny thing is, this could all be a firmware issue, but they are very careful not to admit to anything. Yet we wonder why the consumer confidence index is so low. Perhaps companies shouldn’t release products before they’re really ready to go. Anyway, don’t make the same mistake I did. Don’t buy a Magnavox. Spend the extra few bucks on a Samsung. I’ll recant this article if they actually provide me with good service, but so far that hasn’t been the case. This has been going on for several weeks now. They even accused me of lying, in a very nice corporate way, about the power issue on the first call. If I was lying I’d be asking for my money back, not a replacement TV.
Update: Even after providing them with video evidence and reporting 2 additional problems, indicating most likely a cascade failure, they are still not honoring their warranty. They ware waiting for the report from the technician that they know they didn’t authorize to replace any parts. It’s basically their way to pretend that they’re being professional and investigating it properly, when they really just don’t want to replace my broken TV which again, is 4 months old. Guess their warranty is total bullshit. Their customer service certainly is. At least they’re very courteous when they basically tell you they’re not going to do anything about it.