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Hitachi customer service

They told me I'm not covered because my set is 4 years old with no "reported" to them problems before today. He says I have it in a well ventalated area and it would have burned out sooner if I had enclosed it in a cabinet center. I'm very displeased with Hitachi. Its cost me almost $1000 a year for this TV. (Hitachi 50V500A) Like its disposable or somthing.

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That really shocks me. The majority of the posts that have contacted the customer relations department directly have not had a problem. There was one post where someone said that they had to ask for a VP and then the rep came back and said they would take care of it. There are dozens of posts on here where people have had success with Hitachi in getting a new light engine. I wonder if it would be worth while to call them back and ask to speak to someone else. Maybe a supervisor or someone. I would also let them know that several of us have had success in getting the problem corrected.

I'm sorry you're having a tough time. I would push forward and see if that works.

Posted on Apr 25, 2008

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I have been told by a local repair person that Hitachi might replace the light engine at no cost because it is such a big issue... has anyone hear about this... I am going to contact them directly also.

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You have a defective light engine and you do not have to be under warranty for Hitachi to replace this part. We just went through this and here's what you need to do. Call Hitachi's customer relations department at 800-654-7013 and tell them that you have a defective light engine. They will act like they've never heard of this problem but they have. They will give you the names of some certified dealers in your area to call. Once a tech comes out and confirms that it's the light engine, call Hitachi back and they will send a brand new light engine to the dealer and Hitachi will cover the cost of the part (cost $1500).

Here is the deal, if you're under warranty, Hitachi will cover the part and the install. If you're not under warranty, all you pay is the install. Our install cost $400. Others on this site have paid $200. Do not let anyone tell you that you have to pay for the light engine part...you do not. Hitachi has not recalled this part but they are replacing it for free. Also, deal only with Hitachi customer realations number that I listed. Good Luck

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I recently had the same problem. You need to contact Hitachi (1-800-448-2244) and advise them of the issue. Hitachi will give you a local service contact who will look at your TV and advise you that the light engine needs replacement. Afterwards, you need to call Hitachi back and speak with a customer service Rep. They replaced the part (I was quoted $530) but I had to pay labor and service (($370). If your TV is 12-18 months you should be able to get them to cover both. Based on the service rep that fixed mine, he indicated he has replaced about 40 of these since late 2007. Mine was replaced last week and now I have a different issue, a bright blue pixel light. Now it's round 2 with the service department. I have not been impressed with Hitachi's customer service considering I spent $3200 on this TV 3 years ago. Hope this helps. Good Luck!

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2 Answers

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You have a defective light engine and Hitachi is aware of it. Here's what you need to do...we just went throught this about a month ago. Call Hitachi's customer relations department (not regular customer service0 at 800-654-7013 and tell them what the TV is doing and that you believe you have a bad light engine. Now at first, they will act as if they know nothing about this problem. They will however give you some names of certified dealers in your area to come out and diagnois the problem. Once the tech comes out and tells you that you have a bad light engine, only takes about a minute once they see the problem, call Hitachi back at the number I've listed and tell them what the tech said. Hitachi will call the dealer directly and they will send the part directly to the dealer. Once the dealer gets the part (new light engine) the dealer will give you a call and will come out and install it in your home.

Here's the kicker. If your TV is not still under warranty, Hitachi will pay for the part (part cost around $1500) but you will have to pay for the install. Our TV is 3.5 years old and was not under warranty and our install cost $400...worth it to us since we spent $3600 on the 60 inch 3.5 years ago. If your TV is still under warranty, Hitachi should pay for the part and install but again, regardless if your under warranty or not, Hitachi WILL COVER THE PART. Please do not let any dealer or store take advantage of you and tell you that you have to pay for this $1500 part. That is happening but most certified dealers will not do that.

Hitachi has not recalled this part (although they should) but they are replacing it for free once you have the tech come out and confirm that it's a bad light engine.

Please deal only with Hitachi's customer RELATIONS department and not customer service. The 800# I listed above is directly to customer relations. Hitachi's customer service department will not help you at all.

Once our light engine was replaced, the set is like BRAND NEW! Good Luck!

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1 Answer

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You have a defective light engine. Replacing the bulb will not solve the problem. We just went through this so here's what you need to do. Call Hitachi's customer service relations (not customer service) at 800-654-7013 and tell them what the set is doing and that you have a bad light engine. Hitachi will act like they have not heard of this but will give you the names of certified dealers in your area. Once you have a tech come out and confirm the problem, call Hitachi back, at the number listed above and they will call the dealer to confirm the problem. Once they confirm it with the dealer, they will send out a brand new light engine to the dealer ( at Hitachis expense, around $1500) and the tech will come to your home and install it.

Here's the kicker, if you're not still under warranty, you will have to pay the install. Our install was $400 but worth it to us on a $
$3600 set we've only had 3 years and we've loved. PLEASE DO NOT let any dealer or department store tell you that you have to pay for this part. Hitachi has not recalled the part but they are paying for it. It sounds like from some of the other post on this board that some dealers and department stores where the set was bought are trying to make money off of the free part Hitachi is sending and PLEASE deal only with Hitachi's customer relations department at the 800 number I listed above. Hitachi's regular customer service will be no help to you. Good Luck:)

Also, YOU DO NOT HAVE TO BE UNDER WARRANTY FOR HITACHI TO COVER THE PART. You only pay the install. Our TV is 3+ years old. They are doing this in hopes of not having to be required to do a recall on this part (would cost them lots more). It should run pretty smoothly with Customer Relations.

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I contacted Hitachi (800-448-2244) on 02-18-09 and spoke with customer service rep. name Joyce. I explained the yellow in the middle of the screen and told here a Tech came out and said that the problem was the light engine not the light unit. She immediately said that she would send a brand new Light Engine to the repair company that diagonsed the problem. She said I would have to pay for labor. The light engine is a $1000+ part and the repair company said labor would be $300 dollars. The key is you have to say that a tech looked at it and diagonsed it as the light engine and not the light unit. Find a repair company in your area and let the customer service rep. know that they looked at it about a month ago and you can't find the paperwork. The customer service rep will then recommend a company in your area to come and look at the TV. The tech company will probably charge a tech fee $100+ dollars, and about $300 for labor, all total $400 for parts and labor is not bad when the Light Engine itself is a $1000+ part. Hope this helps.

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3 Answers

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We had the same problem and just got our light engine replaced last week. Yes, Hitachi will ship the part and they will pay for the part but they will ask you to pay for the install (unless like Dev23 said, it's still under warranty). Hitachi shipped the part to the certified Hitachi dealer that they recommended. Cost to us was around $400. Worth it to us being that the TV cost $3600 when we bought it 3+ years ago and up until we had the light engine problem, the TV has been great. Since the light engine was replaced, TV looks brand new. You will read some post about this problem were people have had up to 3 light engines replaced. Back when Hitachi was made aware of this problem (about a year ago) they were sending out refurbished light engines and not new ones...obvious cost savings and cheap way out for Hitachi. The tech that came out and installed ours said that now Hitachi only sends out brand new light engines.

You should really only deal with Hitachis Customer Relations Department and not regular customer service. When you first call, they will act like they have no idea what you're talking about. After you have someone come out to look and tell you that YES, it's a light engine defect, they will ship the part to the dealer and then the tech will come out and rinstall it. The customer relations department # is 800-654-70103.

If you're willing to pay the install, they will cover the part. The part we were told cost $1500. Regardless of a warranty or not, this is a DEFECTIVE PART and I think Hitachi should pay for the entire tab none the less, we just wanted the TV fixed without a hassle! Good Luck:)

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