[BOBMCCAUSLAND]

GUTTED - what more can I say.

My beloved Toshiba 36ZP18 is apparently a goner

There is a crack in the screen (kids not admitting to it but......well, you know what they can be like) and the bloke sent along by Domestic & General has said that he thinks it unlikely that Toshiba will still have in stock a replacement cabinet which he says it will need.

If this is the case then does anyone have any experience of dealings with Dom & Gen. Do they deal fairly, will I get an equivalent set value wise (against what I paid for the set in the first place), or do they replace according to spec.? I bought the set originally for its superb slimline looks as much as for its technical spec. At the time it was the best I could find in my price range as Plasmas were still priced at between £2.5 - £3K.

Are there any TVs (preferably Toshiba to match rest of my set-up) which you think I can realistically expect to be offered? At least then I can go have a look at a couple of models and try to convince Dom & Gen which would be preferable. Really, really gutted at mo.......please cheer me up or at least tell me how Dom & Gen treat this sort of thing so I can prepare myself.



Thanks all

[GGTVBD]

Get your insurance pay out and buy the 36ZP38 for sale here

http://www.avforums.com/forums/showthread.php?t=722570

for £200. Or less.

[BOBMCCAUSLAND]

Thanks for the response Grumpy, or can I call you troll?!! (or just plain old?)

I live near Bath, so a pick up in Hemel Hempstead is not an option - £200 quid though - WOW!

Are you of the opinion then that a replacement cabinet for my 36ZP18 is not going to happen? Do they normally give cash or do they just send a replacement, I haven't a clue as never claimed on any insurances before.

Been looking about and a couple of Tosh LCD models caught my eye, but I have no idea whether they would be considered by Dom & Gen as appropriate equivalents.

Still gutted

[aekostas]

I am sorry for the damage. Can I suggest that you take a close look at the Toshiba LCDs before buying. I like no LCDs half as well as my high-end Philips CRT, but Panasonic and Philips may be better than the rest of them. Don't be swayed by the badge of the other components, is all I am saying.

[GGTVBD]

Bearing in mind that your set was top of the range at the time it's only fair they give you an equivalent replacement. That would mean a decent set from the Toshiba range, or any other you specify of an equivalent value.

Personally, Id be looking for a cash payout to enable you to make a choice at your leisure. Which is possible.

aekostas - agree with your comments.

[BOBMCCAUSLAND]

Thanks very much to you both.

I've been looking around and hope to be able to justify to Dom & Gen that a Toshiba 46ZF355 would be an appropriate replacement!!!!!!!! Hopefully they'll accept that as the 36ZP18 was a Picture Frame and "top of the range" I would be entitled to the 46 inch. Also, as the old CRT had its own cabinet I will try to argue that they cover the stand cost as well. These together should still come in within the RRP of the 36ZP18 from when I bought it. Hopefully that will convince them.

Don't know where I can get the 46ZF355 yet but think the set is worth looking around/waiting for - looks stunning and well specced.

Bob

[BOBMCCAUSLAND]

Well, I've just heard back from the engineer allocated by Dom & Gen, and they have stated that the repair has been authorised!!!

Surprised, as the engineer originally stated that the "cabinet" (CRT and screen?) would need to be replaced.

I had checked on the Toshiba spares website and a replacement CRT would cost £2000!!!!!!!! Phoned Dom & Gen to see if they were sure it was a cost effective repair and they say yes, as the screen can be replaced which will only cost about £150-£200. I was under the impression from the engineer, that the screen and the CRT were a single unit - have looked at the spares site again and there is no screen listed - just the CRT. Puzzled........anyone on here know how the Tosh unit is made up. Is it a glass screen covering the the tube for protection, or is the screen attached to the tube as a single unit?

Bob

[mutts]

I don't understand what D&G are saying
we see a lot of Toshiba 36zp18p for various companies not D&G
and with the best will in the world If we qouted for this repair it would come out at £720.00 With a new CRT and Cabinet labour and vat
both items are in stock at toshiba seems to be a lot of confusion over the costings

bob

[aekostas]

Why would one care how much it will cost Domestic & General or Toshiba to fix it? I would just put the champagne on ice and wait for it to come back home where it belongs!

[BOBMCCAUSLAND]

LOL - thanks you guys, you can put away the handbags!!!!!!!!!!

Having resigned myself to having to go to either LCD or plasma it seems that my lovely Toshiba will be repairable. The engineer that originally stated I would need a new cabinet (CRT) is now saying that I only need to have the outer screen replaced, which is why the repair would be cost effective.

Yes, I was starting to look forwards to trying out Toshibas newest technology as a replacement for my CRT, but at the end of the day what I'll still have is a stonking good telly with a nice new screen that I would have been gutted to have gotten rid of.

Bob

[BOBMCCAUSLAND]

Ho Hum, what a to-do! Sorry about the length - it's an epic which I have kept as brief as possible

Well, here's an update on where we're at. Having phoned Dom&Gen for the first time in the second week of March, I am finally approaching D-Day, just 11/12 weeks later

Three weeks ago I decided that as I hadn't heard anything for a while I would phone Dom&Gen to ask them to hurry their sub-contract repair firm along. By the end of that week they arrived to take my Tosh away for rest, repair and rehab (helping it to forget the awful soaps my wife forces it to endure).

Anyways, one and a half weeks later my Tosh is delivered back to me whilst I was at work (nice neighbour waited at home for it ). Got home and there it was, looking absolutely stunning in its new cabinet and .................................... it STILL had the fookin crack in the screen

Phoned Dom&Gen, explained it still had the original problem but thanks for the new cabinet anyway. Had to fill in a claim form which I sent back immediately 1st Class.

Two days later I get a letter telling me I havent filled in the form correctly as I hadn't filled in section 3b. Thankfully I had a photocopy of the form and could see what had happened. Question 3a was do you have house contents insurance (I answered NO) and then Question 3b IF YES, tell us name of insurer etc. so I left that blank. This was the part which they were saying hadn't been filled in Phoned them again to point this out, they apologised and then told me that the claim could now proceed. A week later, nothing from them so rang again only to be told that they were waiting on the "missing" answer . Explained to the lass on the phone and again to the lovely manager I got to speak to afterwards and now I am waiting for them to send through an offer "within the next 3 to 5 working days"

I am not holding my breath, even though I have wasted plenty talking to them!!! Roll on Thursday..............................

[maccasid]

Damn.... You're keeping us in suspense!!!! Who needs soaps??? This is far more entertaining!!!
Hope it turns out to be worth the wait!!

[BOBMCCAUSLAND]

You're not in as much suspense as I am, that's for certain.

This is all particularly annoying as (ref post #7) I had queried why they were replacing the cabinet from the start, as a cabinet in my mind would be the TVs case, which had nothing wrong bar a few scratches and worn paint on the on/off button.

I was assured by Dom&Gen that the sub-contract repair firm they were using knew their stuff and basically blagged it by stating that the cabinet must include an outer screen which provided protection to the CRT . I was happy to be convinced that this was the case as I have seen too many posts on here which give assurances that CRT is still king (especially as my 36ZP18 is one of the daddies - upscaling Tosh DVD player through component leads, MWAH!!!!!!!!!!!).

All turned to a bit of a rollercoaster ride now, a case of "AAaaaarrrgh my Tosh has got a bloomin crack in it - which of you kids dunnit?" to "Oooooooh, nice bright new shiny thing I can have as a replacement" and then "WOW, take a look at this lovely 46ZF355 that's coming out, that should be classed as an appropriate replacement" , "They're repairing my beautiful Tosh, YAY" to "The fookin crack is still there ya bunch of time-wastin *****" and "You can't even read your own bloody form right ya cretins"

Let's just wait and see what their first offer is, then turn it down and see if they offer something more credible and realistic which will allow me ample compensation for the endurance trial they've put me through - as above, a 46ZF355 should do the trick Toshiba: check, Top of range: check, Picture Frame model: check, 100Hz: check, Flat screen: check, good looking and slim, all round fantastic piece of kit with great reviews (okay, the back of the ZF355 is quite deep but did you ever see an ass like the one on the 36ZP18?): check

Anyways, I'll keep you posted once I hear something!!!

[BOBMCCAUSLAND]

Yeah, um, well - Still no offer received from Dom&Gen, so I guess that entitles me to a pleasurable rant at them later today

Can't help but think when I ring that they will tell me that they are waiting for me to fill in section 3b

[BOBMCCAUSLAND]

Right, I got hold of Dom&Gen yesterday and managed to get an update as I still hadn't received the "offer" which was promised within 3-5 days

They told me that the repair was authorised on Wednesday, and that the CRT can be replaced by the engineer - why they hadn't phoned to tell me I don't know, I am absolutely steaming. I've told them I am not satisfied as I have already waited 12 weeks, the cabinet that they replaced in error took 6 - 7 weeks to get hold of and I would expect the CRT to take as long if not longer. Lodged a complaint and was told someone will contact me within 48 working hours.

What I want from you guys/gals is an opinion on whether I am justified in opting to pursue a replacement TV now, based on the following:-
1) I've waited 12 weeks already and don't want to have to wait another 8+ weeks for it to be sorted
2) My 36ZP18Q was spot-on, no problems as have been described by some others who have bought this set, geometry correct etc., what's the likelihood that the new CRT will be the same? Any issues with the replacement and I could be heading towards Christmas before it gets sorted
3) In all honesty, looking at the screen with a fookin great crack in it for the past 3 months has driven me insane, that and the problems and delays in trying to get it repaired have lessened my love for the beautiful giant that sits in my living room. I've looked around lately and the Tosh ZF355 range has turned my head.

What do I do

[BOBMCCAUSLAND]

Well, I didn't get my phone call within 48 hours to tell me the lead time for the replacement CRT

I sent a letter and an email to their Customer Care manager and told them that the CRT must be replaced within 14 days or an offer for a replacement TV otherwise I would take the matter further - let's see what happens next. Totally, totally fed up with it all now

[Freepost]

It's almost a week Bob what's happening? Any news? Got to keep at these D&G guys.

[Dan0647]

Originally Posted by BOBMCCAUSLAND

I had checked on the Toshiba spares website

Originally Posted by BOBMCCAUSLAND

have looked at the spares site again and there is no screen listed - just the CRT.

How did you get onto the spare part web site? I keep getting pointed to:
http://toshiba.semenedis.com

and they don't list the part that I want. I need the case that wraps around the CRT on a 36ZP38. Perhaps if you are able to advise how you got into the Toshiba spare part web site then I can find the part that I need.
Thanks
Dan

[JayCee]

Originally Posted by Dan0647

I need the case that wraps around the CRT on a 36ZP38.

Do you mean the "cabinet" for a 36ZP38?
SemeNedis are the official Spares distributors for Toshiba.
Toshiba don't deal directly to the public.
The cabinet isn't listed as a spare part in the service manual...You should email or Phone Toshiba cust services and enquire.

[Dan0647]

Originally Posted by JayCee

Do you mean the "cabinet" for a 36ZP38?
SemeNedis are the official Spares distributors for Toshiba.
Toshiba don't deal directly to the public.
The cabinet isn't listed as a spare part in the service manual...You should email or Phone Toshiba cust services and enquire.

The speaker grill on the right under the screen has been broken, nobody in the household admits responsibility nevertheless its unsightly and need to be repaired. Thing is that the speaker grill looks like its part of the cabinet so I assume that I need to find an approximate cost of the part before I start looking for an engineer to replace the cabinet. Get a feel for the cost! So my question to BOBMCCAUSLAND was how do I get into the Toshiba spare website so that I can chase this down.

Originally Posted by JayCee

The cabinet isn't listed as a spare part in the service manual...You should email or Phone Toshiba cust services and enquire.

Is there an exploded view in the service manual from which I can point to the part that I want?

[JayCee]

Originally Posted by Dan0647

the speaker grill looks like its part of the cabinet so I assume that I need to find an approximate cost of the part before I start looking for an engineer to replace the cabinet. Get a feel for the cost
Is there an exploded view in the service manual from which I can point to the part that I want?

There is no exploded view but the front facia retail is...

"36Zp38B Cabinet Front Toshiba £272.38 incl VAT"

[Dan0647]

Originally Posted by JayCee

There is no exploded view but the front facia retail is...

"36Zp38B Cabinet Front Toshiba £272.38 incl VAT"

Golly that seems like a lot of money for a piece of plastic

[BOBMCCAUSLAND]

Originally Posted by JayCee

Do you mean the "cabinet" for a 36ZP38?
SemeNedis are the official Spares distributors for Toshiba.
Toshiba don't deal directly to the public.
The cabinet isn't listed as a spare part in the service manual...You should email or Phone Toshiba cust services and enquire.

Absolutely right - same as I found. CRT is listed on there at +£2000 so how on earth Dom&Gen say this is an economical replacement I don't know.

Bob

[BOBMCCAUSLAND]

Update on my situation with Dom&Gen.

It still isn't really moving. No phone call last Friday to tell me lead time for the replacement CRT and no response to my email or letter by this Friday just passed.

I phoned them up to ask what was going on and was told only that the email had been passed to the Customer Care Manager and that he would reply to me. I asked why this hadn't been done and the guys response was that it was only a week ago I sent it and these things take time

He didn't have an answer when I asked why I hadn't got my phone call last week, why I hadn't received an email acknowledgement of their receiving my email (it promises on their website to give an answer of some sort within an hour), why my CRT hadn't been replaced yet (I said on my letter that they had to have it replaced within 14 days of their authorising the replacement, which was done on 4th June) and why, considering they hadn't met my request, nobody had contacted me to tell me what is going on Also, as my repair request is now 13 weeks old, why it isn't being treated as a priority that deserves a reply from the Customer Care Manager within 2-3 days rather than having it in limbo a week later.

I told him I was no longer interested in receiving a replacement CRT, as I believe that with the cabinet having taken 7/8 weeks to sort, that the screen will take longer. Not prepared to wait this length of time so replacement set the only option.

Dom&Gen have now said they will get the Customer Care Manager to contact me on Monday. If they don't give me the answer I want, I will take it further (they say that unresolved disputes should go through ADR Group, an independant dispute resolution centre they use). I'm not sure I want to go through their suggested people, is there another regulating body that I can complain to?

That's it for now folks, will update further on Monday evening. Still fuming!

Bob

[BOBMCCAUSLAND]

Well, my Toshiba is being picked up tomorrow and will have a new CRT fitted. I have been told that it will then be returned to me on Monday/Tuesday.

Can't believe its all taken so long, and I still don't have a lot of faith in ending up with a good, legitimate repair.

Anyone got any recommendations for checks I should carry out when it returns, or things that I can do before it goes to make sure I have been given a new tube rather than one from an old TV (Are viewing/operating hours accessible, and do they apply to the electronics which will, I think, remain in the TV or will they tell me if the supposed new tube has been in use?). Hate being so suspicious but the whole thing has been a debacle from start to finish.

All suggestions welcomed.

Bob

[amh]

Bob,

You need to bite the bullet and buy a Plasma, you won't be disappointed.

See you Monday.

Andrew

[BOBMCCAUSLAND]

How 'bout swapsies Andy - my soon to be brand new Tosh CRT for your Great Granny to the Pio 9G?

Nahhhhhhh - I'll keep mine!!!

Bob

[js474]

A damaged Tosh AND a fight with an insurance company....

Can things be any worse???!!!

Hope all is ok!

[BOBMCCAUSLAND]

Hi all,

I got the Toshiba back today, new screen in place and the engineers were waxing lyrical about how good old CRT was still looking better than the Plasmas and LCDs they had in their workshop. Looked good to me as well, overall picture quality on these sets is absolutely superb I've found.

BUT...............After they'd left and I'd finished helping the kids with homework I sat down to have a play and a good inspection, now I'm disappointed. Left and Right geometry is bloomin awful on this tube.

I sat watching the tennis first (Well done Andy Murray - not a tennis fan but that was excellent) and noticed curvature on the court lines. First hint of dissatisfaction, but still not too troubled and anyway, the wife was due home from work and I still had out dinner to cook. Well, the good lady came back, sat outside to eat dinner and has just gone in to watch Eastenders. Just for the hell of it, I sat down with her and watched for a few minutes to see if any more issues came to light. Answer to that is...............no, but from watching that programme I noticed how every time a door, door frame or any other straight edge got within two inches of the screen edge it bowed like a banana. Stuck the Sky TV guide on as that is a decent indicator of straight lines down a screen - absolute crap, looks like its got a corset on!!! Put Sky Sports News on and the ticker tape at the bottom of the screen slants downwards from left to right.

Is there a way of getting rid of these effects in the user menu (or service menu - how do you get into that by the way) or is it a manufacturing issue with this particular tube and not correctable. I had read beforehand about poor geometry on CRTs and was worried that the replacement might suffer from it. I can say that now I have seen the problem first hand, my old screen was spot on. At least it was that good it was unnoticeable and nowhere near as pronounced as this. Does the extent of the problem vary from tube to tube and I got lucky first time around, or was I just blissfully unaware of the banana effect for the last 7 years?

Anyways, to clarify my questions.
Is it this particular tube?
Should I ignore it (don't know how as its so bad)?
Can it be corrected in the service menu?
Can these issues be more (or less) pronounced tube by tube?
Should I complain to Dom&Gen AGAIN?

Really appreciate any answers to these

Thanks!

Bob

[Archie Fax]

Originally Posted by BOBMCCAUSLAND

Hi all,

I got the Toshiba back today, new screen in place and the engineers were waxing lyrical about how good old CRT was still looking better than the Plasmas and LCDs they had in their workshop. Looked good to me as well, overall picture quality on these sets is absolutely superb I've found.

BUT...............After they'd left and I'd finished helping the kids with homework I sat down to have a play and a good inspection, now I'm disappointed. Left and Right geometry is bloomin awful on this tube.

I sat watching the tennis first (Well done Andy Murray - not a tennis fan but that was excellent) and noticed curvature on the court lines. First hint of dissatisfaction, but still not too troubled and anyway, the wife was due home from work and I still had out dinner to cook. Well, the good lady came back, sat outside to eat dinner and has just gone in to watch Eastenders. Just for the hell of it, I sat down with her and watched for a few minutes to see if any more issues came to light. Answer to that is...............no, but from watching that programme I noticed how every time a door, door frame or any other straight edge got within two inches of the screen edge it bowed like a banana. Stuck the Sky TV guide on as that is a decent indicator of straight lines down a screen - absolute crap, looks like its got a corset on!!! Put Sky Sports News on and the ticker tape at the bottom of the screen slants downwards from left to right.

Is there a way of getting rid of these effects in the user menu (or service menu - how do you get into that by the way) or is it a manufacturing issue with this particular tube and not correctable. I had read beforehand about poor geometry on CRTs and was worried that the replacement might suffer from it. I can say that now I have seen the problem first hand, my old screen was spot on. At least it was that good it was unnoticeable and nowhere near as pronounced as this. Does the extent of the problem vary from tube to tube and I got lucky first time around, or was I just blissfully unaware of the banana effect for the last 7 years?

Anyways, to clarify my questions.
Is it this particular tube?
Should I ignore it (don't know how as its so bad)?
Can it be corrected in the service menu?
Can these issues be more (or less) pronounced tube by tube?
Should I complain to Dom&Gen AGAIN?

Really appreciate any answers to these

Thanks!

Bob

It sounds to me like You might be able to improve things using this page as a reference...

http://www.stevelarkins.freeuk.com/tvtools.htm


PARA - Alters curvature on vertical lines (parabolic pin-cushion type distortion)
CSAW - Alters angle of vertical lines to make them vertical (Saw tooth distortion)
HSC - Alters curvature of vertical lines towards their top and bottom
TRAP - Alters trapezoidal correction of vertical lines
CNR - Screen corner geometry
CPAR - Centre parabolic correction (curvature)


It's essential to make a note of the settings before you change them though as it's very easy to make things much worse.

Or alternatively you could ask a repair person to finish the job properly assuming they already haven't tried to do so.