I just returned my Hitachi plasma, due to very bad customer service.
I used to own the 42PD8500TA. After 2 months of use, bumuka yong frame sa may lower middle portion ng frame. After 1 week of stressful transaction with Hitachi they replaced it. (I called them everyday for an update because they do not call back to do so) Pero ganon pa rin may buka pa rin yong 2nd replacement. Sabi ng technician, ganon yata yong model na yon pag naka table mount, yong wall mounted daw wala naman. Dahil maliit pa lang buka ng replacement, sabi ko bibili na lang ako ng A/V rack na may mount. The cheapest rack that I found was at 10K. It made me realize that, why should I spend for a rack just to compensate for a defective unit. So I decided to call them again, and told them I don't want that model anymore, and I wanted it replaced with either the 9800 or 9500. I makes more sense to spend some more for an upgrade rather than to cover up the defect.
I was directly talking with the one in-charge of their sales, because their Customer Service sucks. He said that it will be better to have the replacement through Hitachi directly to shorten the transaction, because if it will be through the store, it will take so long. But they wanted me to have another 8500, because they have one stock still. They don't want to replace it with another model. But I firmly said no, because I don't want to go through the same ordeal for the third time. So the sales guy again asked me to wait while he asked for approval from their president. But it has been more than a week and they can't even decide if they'll replace it with a different model or not. If I don't call them, they don't even call back to give an update. I really felt they just wanted to get rid of their last stock, that's why they did not want me to upgrade.
So I decided to just course it through the store. And the store agreed. It was easier than talking with Hitachi. Hitachi just made it more difficult even if they wanted to do a faster transaction.
I made the replacement transaction with the store and opted to have the 9500 as replacement. It was even cheaper than what I had the 8500 for, because they just had some price reduction. The promodizer even said that it comes with a new rack, better than the sigma rack. The replacement date was set last Saturday, May12.
On May 11, Friday, I dropped by at the store just to confirm the replacement. On my way to the store, the sales guy called me and informed me that they already agreed to replace my unit with the 9500. It took them two weeks to decide. But I'll I have to add 15K. What?! I told him that it was cheaper at the store, I'll even have some change after the replacement. I asked if he meant it for the 9800. He said he'll clarify. But if I had not texted him, he did not get back to me about the clarification. He just replied to my text saying that I'll just proceed with the store transaction.
Last Saturday, replacement day, one hour before the set time, I recieved a text message from the promodizer telling me that I have to return the rack too. He said it was just a new memo received that day, that the 9500 does not come with a free rack anymore. I protested because when I bought the unit the free item was in effect and even during the agreement for the replacement was settled the free rack was still in effect. But even after talking with the guy in charge of sales, they didn't want to give consideration. So I decided to just return it.
What a customer service they have? It was really an ordeal dealing with them. It made me realize the importance of customer service.
I'm on my quest again for a flat panel display.
