Question about Philips 42PFP5332D 42 in. Plasma Television

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Poor experience with Philips

42 inch Phillips plasma that is 21 months old. My mother in law was watching across the room when there was a pop, sizzle, and then a crack on the interior panel. One single crack from the top that goes to the right bottom side. The surface of the glass is smooth. It is the panel inside. I purchased the 3 year warranty from Philips and they send a repair company out who says it is not electrical damage, but physical damage (as in it is cracked, not bad wiring). He did say it did not look like it was hit, but the panel failed, and recommends Philips replace it. However, Philips is trying to say that it was hit, and maybe my mother in law hit it since I was not there. Hmm. Retired doctor hitting tvs for what purpose? So I cry foul on their part, and now their "adjudication department" will talk to the repair company for their opinion. Now I am in a wait and see situation, 8 days and counting later. Even with the extended warranty they tried to get out of this. Unbelievable.

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This is not unheard of. What is wrong is that the servicer contradicted himself. If the panel failed and "did not look like it was hit" then the panel simply failed and it is not physical damage. With the very poor rates major manufactures pay servicers, they may have been simply trying to avoid losing money on a major repair. Philips is clearly responsible and despite the long wait times this merits more phone calls to them. To make the customer "wait and see" is not just unbelievable but irresponsible. They may have received mixed messages from the repair company but it is their responsibility to honor their warranty.

Posted on Sep 05, 2009

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