The complaint has been investigated and
resolved to the customer's satisfactionResolved Dell 42& Plasma Tv — defective tv, poor service
resolved to the customer's satisfaction
Dell 42"plasma tv
Dell (who knows where they are located, the customer reps are not allowed to tell you what country they are in).
In november of 2005, we purchased a dell 42" plasma tv through the dell website. Almost two months ago, and 7 months out of warranty, we started getting a horizontal line through the tv. It would come and go, so my husband tried running the conditioning on the tv. The horizontal line is now there all of the time, and has recently brought a friend with it. Now we have two horizontal lines that are there every time we turn on the tv. We contacted the dell forum moderator who had us do a lot of unplugging, and resets, ect.. On the tv. Nothing helped. He then advised us that we were out of warranty and that we should contact the "out of warranty" department. I did so. They said that for a meer $2199.00 we could send them our tv and they would send us a refurbished replacement with a 90 day warranty. The other option was for them to give me the number of the only company that would repair it, but I have learned that the cost to repair it is more than buying a new one. Ooooohhhhhh, how kind of them. I could buy a brand new plasma with a full one year warranty for that much money. So I asked for the address to the home office so that I could complain in writing, but the rep offered to transfer me to the real "out of warranty" department where they could allow me to speak to a manager. The manager was going into a meeting so I was told I would receive a call back in about an hour. 5 days later, I got a call from praveen (at least he uses his real name. Most of their customer reps use fake american names because they think americans are too stupid to know how to pronounce their real names). Praveen told me that since we had purchased 3 laptops, 3 desktops, an lcd tv, and 2 desktops for our shop that we are very loyal customers and he would allow us to only pay $1299.00, return our tv, and they would send us a refurbished one with a 6 month warranty. Ooooohhhh, how kind. I do not blame praveen for this as he is just doing his job. I am very angry at dell. Dell knows that this is a constant problem with this particular plasma. Shame on you dell. You should stand behind your products better than this. We have been very loyal customers for several years. We put up with your customer service reps that are extremely hard to understand. We put up with your sales people who tell you your getting one finance deal and then when the paperwork comes through it isn't what they said when trying to make the sale. This issue, I will not put up with. You need to fix or replace my tv. A tv that cost almost $3000.00 should not break after 17 months. I would like to hear from the other people that have had this issue.
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