Mitsubishi Electric Visual Solutions America Inc

We offered a free of charge part to the customer. This part requires a service technician to replace and we can not send it to the customer, only to a servicer. We confirmed to the customer that the offer will remain open. We are not charging the customer for labor, the labor would be charged by the servicer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined...

that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
You want to talk about moral obligation?? How about you not sell people televisions with defective pieces? I don't recall ever being contacted by Mitsubishi concerning my faulty part. You could at least send me the part at no charge and I could pay to have someone install it. You know this part is faulty and you may have known it was faulty at the time I bought your TV and should at the least replace that.
Very Unhappy Customer,
[redacted]

The customer is being unreasonable on his request due to the fact that it is a 7 year old television.  We did offer to assist with this repair by providing the part needed.  We apologize but unfortunately at this time will not be offering further assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will...

wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We apologize for the trouble the customer is having
with his Television.  Mitsubishi already offered
a reasonable solution for the repair of a unit that is over 7 years old and customer
has accepted the offer.  The customer's request that Mitsubishi replace his TV is not reasonable.

We do apologize for the trouble this customer has been having with his unit.  We have tried contacting this customer at the phone number listed on this complaint and we are getting a message that this number has been disconnected.  We also tried a different number that we have on our...

records which is [redacted] and have left two voicemail messages.  Mitsubishi is trying to assist this customer in providing a solution to the problem.Sincerely,[redacted]Mitsubishi Electric US, Inc.

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have attached a copy of the formal complaint submitted to the [redacted] for consumer affairs. Due to the fact that Mitsubishi knew that the parts would soon NOT be available in conjuction with the their decision to conclude the manufacturing of the unit in 2012, an offer to buy back the TV could have been made at that time. The depreciation is being calculated for the time of use, but the former stated facts still apply. They claim an anouncement was made that they were scraping their manufacturing of the TV, but no notification was sent to their buyers. Our name was on file with Mitsubishi as they sent from their facility in Ontario, CA a replacement unit in Jan., 2012. A full buy back of $4750.00 has been requested of both Mitsubishi and [redacted] as the unit was sold with full knowledge the replacement parts would at some point be necessary for the units that were purchased. Basically, we unknowingly purchased a TV that could not be repaired. According to their response, they did not intentionally mean to mislead their buyers. Responsibility for the quality and the maintenence of their product is in the hands of Mitsubishi. I would not expect replace parts for an older TV, but I possess one that was delivered one year before they stopped manufacturing the unit. After the hype and sales tecniques to encourage a person to purchase their product, it is their responsibility as to the recall and buy back of their units in a timely and ethical manner. Full replacement buyback of $4750.00 is what is acceptable.

As mentioned before, we have made several attempts to contact customer by phone and by email.  Today we called both phone numbers provided on this complaint.  Again, we were not able to reach customer and again left another voicemail message .  The customer needs to contact us at ###-###-#### in order that we can provide a solution to the problem having with his television.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This DLP chip is a defective part, and has nothing to do with a warranty on a tv. Mitsubishi should have recalled said TV's, knowing these parts are faulty. I have replaced the lamps every 4 years or so, and for that I don't have a problem; but no one would buy a TV, if they knew that white dots will spread all over their screen eventually. That is not normal. Mitsubishi should pay for the labor and DLP chip.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution would be satisfactory to me.  I waited well over a week for them to do what they said, in sending me a release before sending me the part I requested.  Today is the fifth of January, and I finally received their release.  I called them many times with no luck getting through on their phone.  I sent you a second message, and them a second email.  It's terrible what a consumer must go through to get something done, even after a business comes to an agreement.  Mitsubishi's lack of timeliness in following through with their deal has been nerve racking and unnecessary.  I feel as though their slow response was intentional and premeditated.  I say this to you only so you may have a record for future consideration as other consumers may have dealings with Mitsubishi.  I pray I am the only one who has had these problems, but if not I want my concerns on the record.  The Revdex.com has been nothing but kind, considerate, and very helpful to me and I appreciate that very, very much.  You are a godsend.  Thank you!  Now I will wait for my part to be shipped and hope I have no need to send another "help me!" note.  I will definitely write to let you know the rest of my experience as we proceed to put an end to this.  Thank you again.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied to the proposed offer.  Which was stated in the complaint to the Revdex.com.  There was no additional offers made.If replacing the TV is not aggreable then I propose you cover the repair costs parts and labor and offer a 3 year warranty on it.
Regards,
[redacted]

We apologize for the trouble the customer is
having with her Mitsubishi television.   Just to clarify this customer purchased her unit in October 2008 from a rent-a-center dealership.  Based on the age of the television and we show no other previous service repairs problems on this unit,...

we have made a fair offer to the customer.Best Regards,Warranty Service Advisor

We apologize for the trouble this customer is having with his
television.  We are currently contacting the
customer to provide assistance and offer a solution.
Sincerely,
[redacted]
Mitsubishi Electric US

We apologize for the trouble the customer is having with his
television.  The lamps he mentioned are a consumable item, and the life
expectancy is based on the day-to-day usage.  In reference to the DLP chip
this is a separate issue which a solution has been provided to the customer.

We
apologize for the trouble the customer is having with his Television.  Mitsubishi already offered a
reasonable solution for the repair of a unit that is over 6 years old.  We will contact customer again to further provide assistance.

I have responded to the...

company by email, that is my desired contact method at the present.
 
 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We apologize for the
trouble this customer is having with their unit.  We have offered a
solution based on the age of the unit and also based on the fact that there was no other
repair history reported on this unit.Sincerely,[redacted]Mitsubishi Electric US, Inc.

---------- Forwarded message ----------From: [redacted]>Date: Wed, Jan 21, 2015 at 3:12 PMSubject: RE: You have a new message from your Revdex.com regarding complaint #[redacted]To: "[email protected]" <[email protected]>[redacted],This should be resolved based on the customer agreement with me to pay the mileage and we would pay the repair.Regards,[redacted]Office: [redacted]Mobile:[redacted]
Email:  [redacted]

We
have contacted customer to provide further assistance.  We offered to cover the cost of the part.  Our records show the tv was sold
in October of 2009 to the dealer.  This
tv is passed the warranty period.  In
consideration to provide further review, we asked customer to...

provide
proof-of-purchase receipt showing date of purchase.  Customer became angry and insisted we sent
him the part so he can make the repair. 
Explained to customer this is not a consumable part and it requires to
be repaired by an authorized repair technician. 
Customer again became angry and verbally abusive using profanity
language.  We will not provide or contact
this customer further.  We are very sorry
for the inconvenience but we did try to provide assistance.

We apologize for the trouble the customer is having with the Mitsubishi television.  It was never our intent to misrepresent our
products.  Mitsubishi has made a concession to compensate this customer by
offering a fair value for the television. 
This is calculated based on when...

the customer has had good use of the
television and the date it was reported of the issue.  Also we take into consideration the amount the
customer paid.  It is a standard
calculation formula used by our accounting office and unfortunately we cannot
deviate from it.  Unfortunately,
Mitsubishi cannot offer the customer a replacement television as we no longer manufacture
televisions.  Our original offer still
stands if customer wish to accept.