Am I being too impatient?

Edwood · 12-09-2006, 11:11 PM

The picture on my Toshiiba 32ZP48 has started intermittently jumping around and/or freezing. The warranty company's approved repairer visited two weeks ago and, after initially telling me it was impossible for the picture to freeze on this TV, he found that a replacement module was required.
I rang last Thursday for an update and got a message back saying Toshiba had dispached the part and they would ring me when they had it. I would have thought it should have arrived by now but I haven't heard from them. I don't want to pester them if it is normal for parts to take a while to arrive but on the other hand I would like to be able to use my TV . I would welcome any comments on whether people think I'm being too impatient.
Thanks
Ed.

contrex · 13-09-2006, 7:01 AM

You posted 12 AM Wed 13th, saying you spoke to them the previous Thursday. You don't say what day they replied saying Toshiba had despatched the part. Depending on whether that was Thurs or Fri, that makes either 2 or 3 working days since you were told the part was on its way. Since when??? They knew it was needed 2 weeks ago, you say. When is it expected? Is it on its way overland from japan on the back of a snail? Ask them these questions when you ring. A hundred things could have happened. Tosh could have sent the wrong part. Tosh's parts warehouse might be in Belgium. Tosh might only send a truck over once a week. It might be in a customs warehouse somewhere. It might be in a parts bin waiting for some spotty youth to put down his copy of The Sun and pick it up and do something with it. They might be lying, and just plain forgot to order it before. You just don't know. And they are not telling you. So I think you are perfectly entitled to ring up and check right now, today. And tomorrow and the next day. Until it arrives and the repair is done. After all, one way or another, you've paid for the warranty, either as part of the purchase price, or as an extra. You say it's been two weeks since the warranty guy came. That's long enough, surely. Try to remain pleasant on the phone. It really doesn't help to shout & swear. Ask in a friendly way why it's taking so long.

I don't think you should worry at all about whether you would be pestering them. You are the customer. They are there to serve YOU. That is their reason for being there. Anyway, if they had kept you fully in the picture and given you a good notion of when to expect the repair could be done, you wouldn't be in this position now.

mctech · 13-09-2006, 7:08 AM

Toshiba usually take 2-3 days from order to receiving the part.

Edwood · 13-09-2006, 10:45 PM

Thanks for the replies.
I rang them today, the good news is that the part arrived yesterday the bad is that they can't visit to fit it until next Wednesday. It could be done sooner if I take it to their workshop but that isn't really practical as it's 40 miles away and considering how heavy the TV is I would probably end up damaging it or myself just trying to get it in the car.

Ed.