Hitachi LCD TVs are Lemons

Updated – See end of post.

It was November 29, 2005.  I was leaving Circuit City (yep, they use to have stores) happy.  I had just bought a 50” LCD projection TV, model number 50v710.

I took the set home and it worked great for about a month.  That is when the lamp broke.  I called the warranty number in the manual and they came out and fixed it.  No charge to me.  I again was happy.

Now it is a little less than 4 years later and my TV is on life support with no cure, at least from Hitachi.  You see, my TV has developed what I call the urine stain.  It is a big yellow spot in the middle of what use to be a great picture.  When I started to notice it, I took to the net.

I am not happy anymore.  I have found out that the light engine is essentially burning up.  It is a design flaw that Hitachi has known about for years.  I read stories of where Hitachi first was sending new light engines to people who had the problem.  Then the stories changed, Hitachi had stopped sending replacement light engines.

I was optimistic though.  I contacted Hitachi’s customer support on their website.  It asked me what the problem was, so here is what I said:

From web page:Hitachi Global Support Form
Subject: Yellow Spot in Center of 50v710
Product Category: TV
Question: I have a 50v710 LCD projection TV. I had to replace the bulb about a month after I purchased the TV. I have read about numerous issues with the light engine for these TVs and feel discouraged. I have recommend my TV to many people. I hope I can get some assistance from a reputable company. Kind Regards

I did not hear back from Hitachi for 2 days.  They did not even call me at this point.  Here is the email I was sent:

Thank you for visiting the Hitachi website and for your inquiry.

We apologize for the inconvenience. Due to the nature of your situation, we have forwarded your message to our Customer Service department.  A representative from this department will be contacting you shortly in regards to your message.

Or, if you so desire, you may also contact the Customer Service department directly at 1-800-654-7013. We have representatives available from 8:00 AM to 7 PM (CT) Monday – Friday. Please reference your e-mail address if you decide to call in as a customer service file has been created based upon your e-mail contact.

Thank you again for writing Hitachi.

JoAnn

Hitachi America, Ltd.

Digital Media Division

I was a little disappointed by the lack of service.  I did get a voicemail from Hitachi later in the day.  I returned their call and was told I would have to fax them my bill of sale (receipt).  I did ask if I could email it and I did.  I waited a couple more days to get a phone call.  I received the phone call today from one of their customer service reps.  She let me know that Hitachi could not do anything to help me.  I was a little upset.  I let her know that I had found were this was numerous people where having this problem and that their is a lawsuit being filed on the 50v500 version.  She let me know that she was aware.  I also let her know that I have a TV that is over 15 years old and never had an issue.  She informed me that it is different technology, well no shit.  That one still works.  Sorry for the language, but I am not happy.  I also asked her how she would feel if she spent $2000 on a TV and it stops working due to a manufacture defect (that is known about by the manufacture) while a 15 year old TV still works.  She would not answer me.

The service rep did say I could send my issue to the appeals committee.  I asked her to send me the link, instead of her giving it to me over the phone.  I want it in writing.  That conversation started at 12:43 pm CST on 11/3/2009.  I have not received the email yet.  I will update this post when I get it.

Here are some links to the current lawsuit:

Angel Reyes Blog

Reuters- Hitachi Faces Dallas Federal Lawsuit Over HD Television Defects

If you would like to see others having the same issue, just Google “Hitachi light engine failure”.  You will find plenty.

I am currently watching the Dallas Mavericks and some of them are wearing their new yellow uniforms while others are still wearing the old white ones.

I hope Hitachi will come thru and make this right as I use to be an advocate for their products.  Yes products.  I have bought some of their computer hardware as well.  Now, the ball is in their court.  If they make this right (quickly), I will continue to be a good customer.  If not, then we will see.

l8r

I was supposed to get an email from the last service rep (Brittany) that would contain instruction and a link to their form.  I have yet to get this email.  How long does it take to send an email?  I will call them tomorrow to check and update this post.  I did find a good post that shows pictures of the light engine and what failed, like mine.

Update 11/8/2009

I called Hitachi again on Friday.  I have not received an email from them like they said I would.

This service rep (Nicole) told me that she nor anyother rep could send an email.  So the previous rep lied to me.  I despise being lied to.   Nicole said the only way to submit my appeal was through snail mail.

I asked was there any way Hitachi would fix this.  I was told that i did not meet the qualifications to have hitachi fix it for me.  When i asked what that qualification was, she said having a previous issue with the light engine would have qualified me.  What that means to me is, they want me to pay extra $$$ to get the light engine they should have put into the tv in the first place.

I asked what I should expect from the appeals committee, about a month turnaround on the response.  She was very nice but Hitachi has poor service policies.

http://uberpages.com/hitachi-poor-customer-service-bad-prodcuts-hdtv.php

http://www.avsforum.com/avs-vb/archive/index.php/t-351829-p-8.html