We had the same issue with a 52" TV straight out of the box. They responded quickly sending an evaluator and, based upon his report, we thought they would have it replaced right away. Unfortunately nothing happened. No call no e-mail. It took my wife doggedly calling their customer service over and over again for four weeks and going through levels of management to finally have them send a new TV 5 weeks after the repairman came out and told us we would be sent a new one. No doubt in my mind that we would still be without a TV if my wife hadn't called frequently recording names, dates and times.
Bad customer service!