Question about Hitachi 50V500 50 in. HD-Ready LCD Television

1 Answer

Hitachi has changed their policy

My TV now has the red splotches that many others have complained about. I noticed the issue a year ago and just dealt with it then I paid to have it cleaned and that didn't help. So I just spent an hour on the phone with Hitachi's customer relations department at the number 1-800-654-7013. I was told that unless I had a service call previously my issue was well past warranty as the T.V. was made in 2003. I told them that I got on the internet and saw numerous complaints regarding the same issue and asked why they did not have a recall and was told that to have a recall a certain percentage of products must be defective and that percentage was not reached with this model.

The first person I spoke with was well aware of the issue regarding the light engine and told me that his bosses bosses had told them that they were not covering any kind of warranty on the 50V500a regarding the red splotches any longer.

How do I proceed short of buying a new engine and paying for the install myself?

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  • Anonymous Jul 30, 2008

    I just called them and had the same experience. After escalating constantly to the next manager, I got one to say, "Provide proof of purchase and I will see what we can do". If they don't then the TV is on ebay the next day with no reserve.

  • warrenmonty7 Jul 31, 2008

    same problem except the entire screen is red, like a large red oval even after replacing the lamp.

×

1 Answer

ATTENTION ALL WITH THE LIGHT ENGINE ISSUE:

I called the Hitachi customer relations department (THANK YOU VIVIAN) today with the red ghost spot issue...

After getting the run around by a few customer specialist (even one who tried to tell me time and time again that he was the only superior that I could speak with)... I just kept hanging up until I got a hold of different reps over and over...

I was told the exact same thing by all of them... "We no longer replace that part/issue, and havent done so for quite some time now, however, you can buy one, and best of luck".. BLAH, BLAH, BLAH...

To make a long story short... I stayed persistant and got a hold of one more rep who said the same exact thing to me as the others... Then I asked to speak to her superior, she said that would do no good... Then she put me on hold for ten minutes... And when she came back on... She had explained that they were very sorry and that Hitachi will be sending the new part to my certified Hitachi repair dealer in my area free of charge... Of course, I have to pay for the install...

IN ADDITION: I had previously had the repair shop come out and do a diagnostic on the television to confirm the issue... Which Hitachi did call them to confirm that they had done so and that this is what I needed... So be aware that one of the "certified" dealers must confirm your issue...

Long story short: THEY STILL DEAL WITH THESE ISSUES ANS ARE STILL VERY AWARE... DO NOT FALL FOR THE B.S.... I JUST TOOK THE ADVICE OF MANY FROM THIS SITE AND NOW I AM GETTING MY LAMP VERY SOON...

How do I know... The repair dealer today called me today to confirm that they were called by Hitachi and once the part comes in, they will come put and replace it...

BEAST OF LUCK TO YOU ALL, AND STAY PERSISTANT...!

*kisses*

Posted on Aug 08, 2008

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About 2 years after we bought our tv the red hue appeared in the very center of the screen. At first it wasn't really a problem because the only time you could really notice it was when the screen was pitch black, which wasn't very often... So as the next two years went by it got worse and worse. This summer (four years after we purchased the tv) it reached its peak.

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We got to the point were it was unbearable to watch the screen so I looked on this website for tips and here is the process I went through.

I called Hitachi's Customer Relations Department (not customer service) at 800-654-7013. They asked me for the serial numbers on the tv and when I purchased the tv, etc. So have all that information handy when you make the call. I told them about the red hue that had developed and also the blue hue. I said that I researched the problem on the internet and I know that I have a bad light engine. That is when they got really defensive...

I told them that I know they know about the light engine problem with their tv's and that I want it fixed. They guy cocked an attitude and preceded to tell me that my television was five years old and that they usually can't do anything for a television that is that old unless I have had previous problems with the tv (which I haven't). He said, "We can not do anything for you especially since your tv is out of warranty." Then I said, "So I paid over $5000 for a tv that lasted me 4 years and you are telling me that is an acceptable lifetime for a tv of that quality and price?" The guy was speechless then. I told him that I wanted the name of a Hitachi repair center in my area. He gave me the number and told me to call back with their diagnosis.

I called the repair center and told them about the situation. They had obviously dealt with this problem before and told me their usual labor rates for light engine repairs, etc. The center I went through does not send technicians out to houses, they only look at tvs in their repair center so I scheduled to have the tv picked up and looked at (Which means I also had to pay a total delivery fee to/from my house of $75). After it was picked up, I called Hitachi back and told them that the technician had it and they could call the repair center on monday to talk to a technician. Hitachi will only send the part if the technician verifies it. I tried just telling them myself but they said they have to personally talk to the technician.

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Don't let their customer service representitives scare you away with their arguments. You are the consumer and they have to fix your tv no matter what. They will try lots of tricks and arguments to try and get out of paying for the part, but just stick to the process and Hitachi will pay for it. Also, once they know that you had the techinician look at it and it is the light engine they get a lot friendlier because there is no getting out of it then... haha.

It is a long process, but it is definitely worth it. My tv is finally being delivered to my house from the repair center this coming Wednesday morning, just in time for Thanksgiving! I haven't seen the picture yet, but I am told by others that the tv is just like new. If you have any other questions let me know.

-kdubb


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Research the product before you buy it, avoid walking into a store have the salesperson direct you to a product. And then you save money if you order it online. Amazon online is very good.

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We just bought a 42" Samsung for our master bedroom and we were sure to get the 4 year extended warranty. In the past, we would have never considered getting the extended warranty because things lasted. Not anymore!

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