Service Net Warranty

My laptop was freezing then it would restart, also the screen looked like it had small water drops on the right and left edges. It has never been wet and when I clean it, I spray the cleaner on a rag then clean the screen. They refused to fix any of the problems, first saying the screen was damaged by something heavy being placed on it. She said it could have been as simple as a cat jumping on the screen.

The next person I talked to claimed water damage,and that I said that in my claim. I told them it had never been wet and I never said it was from water, that the screen just looked like small water drops. that was the only words I could think of to describe it. They sent it back and when I opened the laptop, the screen was in worse condition.

My hot water tank is not working. This hot water tank is under the contract with Sevice Net. I bought this house two and half years ago. When I checked with this company, they said there's only one month left in contract. I contacted several repair companies, and they said if it is under the contract, we will not repair. I called Service Net. They said "until you send us ownership papers, we cannot do anything about this". I received the home ownership paper on January 27th, 2012. I am without hot water for more than a week. Today, when I called them, Service Net is telling me the contract is only transferred within 30 days. This took so long to tell me, which they should have told me from the first day. Now, I am without water for more than week. I could have bought new one or have this repaired. I believe this is against human rights.

I bought a Philips 42" flat screen model 42PFL7403D (listed at $1399) and an extended warranty ($114.36) with it. It was not indicated that it would be through a 3rd party provider (Service Net). The only name on the certificate of coverage is "Extended Service Plan" with an address that I've recently discovered as Service Net. I needed to look it up, as the phone number on the certificate was not working when I called. But a quick internet search provided a new number that works, as well as the actual name of the warranty company (Service Net). All that might be an indicator to some as to how this was going to go.

I've been having some concerns with some snapping and popping sounds the TV was making when it powers up and when it powers down. I called on Nov 17, 2011 and spoke with Edward. A local vendor was scheduled to come out on Nov 21, 2011. The vendor came and replaced a capacitor. There was also an issue with a green discoloration in the upper right quadrant of the screen. The vendor indicated it was most likely the panel. The next day, the vendor's office called to say that Service Net would not replace the panel, as it was too costly. If it got worse, they could look at replacing the set or buying out the contract.

On Nov 30, 2011 (nine days after the service call), the screen tripped out on and off for about 45 minutes, sort of a solarization or posturization. This was on all input, but had no effect on the TV's menus. While it was doing it, I called Service Net again and spoke with James. While on the phone with James, I took several photos of what it was doing. He scheduled with the same vendor, marking it as to make it a part of the previous issue. I also indicated the set was making the same cracking and popping sounds during power up and power down. He scheduled the same vendor to come back out on Dec 6, 2011.

Two different techs arrived this time. They did not appear to listen to any of the input I offered about what was going on. As I showed them the power up/down sounds, they listened from several feet away, not anywhere near the set, and said it was normal. I told them it had only started recently. The screen was not displaying the problem while they were here. I showed one of them the images I took and he suggested it was solarization and that it might be the t-box or the panel. They removed the set from the pedestal, took off the back, plugged it back in, and nothing else. There was no testing, no meters, not even any poking or prodding around in general. They said it would be up to Service Net as to whether they wanted to pay for the part, but they didn't know what part it would be. They put the set back up on the pedestal and connected the cables wrongly and left.

I called Service Net back that same day (Dec 6, 2011) and spoke to Rochelle and to a supervisor named Fallon. I indicated a concern for the lack of thorough attention to the issues, and pretty much lodged a complaint about the vendor. Both these ladies were very nice and polite, in spite of the restrictive policies that were keeping them from offering a higher level of customer service that I could tell they were both capable of giving. In the end, the supervisor agreed that she could put in for a 2nd vendor to come out and double check the problem. That seemed perfectly reasonable, as the original vendor did nothing to test the equipment. Well, one said he saw the set display the problem, but it was only the set syncing up with the cable box. This further validated my concern of these guys not listening to input from the customer that 1) spends every day with the set, and 2) is paying for the extended warranty.

On Dec 7, I received a call from a Service Net dispatcher saying that they were waiting to hear back from the vendor before they could close out the case and proceed. The dispatcher seemed to be working in contrast to the agreement that was made with the supervisor from the day before. A call also came in from the vendor. No message was left. My business is with Service Net and I felt the complaint should've been addressed with the vendor and there was no reason for further contact.

On Dec 8, another call came in from the vendor, which was not answered. Within a matter of 2 minutes I received a call from Brian, a supervisor with Service Net. He said that the original vendor has told them it was definitely the panel and that the panel was not made anymore. And he said that Service Net would be calling me back in a few days to discuss replacing the set or buying out the contract. I tried to review the matter with this supervisor, but he started out with and maintained a condescending tone throughout the call, which I pointed out at one point. I suggested that he was contributing to making the conversation harder than it had to be, especially since he would continuously cut me off and not let me finish my questions or my comments.

I tried to point out that the vendor could not possibly know what the problem is, as they said it could be one of 2 things and that they did absolutely nothing to perform any tests other than to take off the back of the set and power it up again. He said it was the panel and it cost too much to replace. I challenged him, as he said it was not made and now he said it cost too much. Plus, how can a major brand of TV that is less than 3 years old not still make parts. It seems as if he did not like the observation and he upped the level of rude service, to which I pointed out. He offered me a phone number to speak with anyone else if I had anything else to discuss. But it was the same number I already had for them and the same number he called in on. I asked if he could transfer me to someone else and he refused.

It is my understanding that Service Net may try to replace the set with a comparable unit. And if one cannot be found, they will buy out the contract by paying for the original cost of the unit, minus any repairs. The only thing that Service Net had paid for was when an IR sensor went out and was replaced on Dec 20, 2010 and the capacitor that was replaced Nov 21, 2011. Since the capacitor did not resolve the problem that was called it, it should not be applicable. The only real work that has been done was the IR sensor.

I feel that Service Net had summarily failed to honor the warranty coverage. I bought the extended warranty through the retailer and had no prior knowledge of it being farmed out to a 3rd party (Service Net) or that Service Net would have the final say in what repairs they would and would not perform. My suggestion for a successful and positive resolution would be a refund of the contract price of $114.36 and a replacement of the set that meets the minimum specifications of the current set (1080p, 120Hz, 4 HDMI inputs, etc., all which can be provided and confirmed). And the set should be a confirmed and reputable brand and model that meets or exceeds the ratings and reviews of the current set, with a full manufacturer warranty. While I am certain that there should be absolutely no trouble finding a new 1080p, 120Hz LVD HDTV that can fill that criteria, the price of this model through the retailer was $1,399.00. This should also not be subject to penalties, fines, or any such other deductions in consideration of the way this matter had been handled by Service Net representatives and/or vendors in addition to a refund of the contract price of $114.36.

I purchased a warranty through Service Net when I purchased my laptop. I was offered the option of a 1, 2 or 3 year warranty, which I chose the 2-year option. This is reflective in the price that I paid. However, upon receipt of the warranty, the warranty states that it is only valid for one year. Now that I have a claim in the second year of purchase, Service Net will not honor the warranty. How would I have this investigated? Service Net will no longer respond to me and I feel that I have a valid claim seeing as I have a receipt that I paid $69.99 for the 2-year agreement. It is easy to see on their site that their 1-year agreement is $49.99. Also, should I go ahead and take it upon myself to have the computer fixed on my own and worry with their responsibilities later?

On 09-17-05, I purchased a Mitsubishi Projection TV Model Number WD-52825 from Leigh Adams Discount Sales, located at 990 Ontario Mills Dr. Ste #F Ontario, Ca 91764. We purchased a floor model with a Philips Mits-TV extended warranty. The price of the TV was $2,699.99 and the warranty was $399.00, contract #000007742064. I was told this warranty would cover anything that went wrong with the TV. For 3 years, the TV performed as expected.

On 07-30-08, we had a problem with the TV not working. I called the warranty claims office, Service Net Solutions at 650 Missouri Ave Jeffersonville, IN 47130 telephone number 866-694-7277. They sent out Mike from H&L TV Service at 1915 W Redlands Blvd #105 Redlands Ca. 92373 telephone number 909-793 8968 authorization# 2681774, to check the TV. Mike checked out the TV and told me the lamp was out and the reason was because the side filters were dirty, causing the lamp to overheat. Ever since that first time, I have kept those filters clean. (Why didn't the lamp go out in the first 3 years?) Mike called the warranty company Service Net Solutions and was told by them they would not let him replace the lamp but would be sending me a lamp. I would have to dismantle the lamp and reinstall the new lamp into the TV set. I received the new lamp from DLP LampSource at 111880 Community Rd Suite 350 Poway, Ca 92064 telephone number 866-764-5822, confirmation number NC31112373424 warranty #2610158.

The lamp was a SKU Rpe023 Mitsubishi 915P020010 TV Replacement Lamp. I installed the new lamp and the TV worked. Approximately 2 weeks later, the lamp went out again and DLP sent another lamp out. I installed that lamp and on 09-26-08, the TV went out again. I called Service Net Solutions and informed them of the problem with the TV set. I also asked for a copy of my warranty and was told they would mail one out. In the meantime, they sent out Mike again from H&L TV to pick up the TV. H&L called me and said the lamp power board Mits Part # 939P978010 and Format board MitsPart # 930B924003 was the problem, repair Auth # 2681774. The TV was returned in working order on 10-09-08. I called Service Net Solutions again for a copy of my warranty and was told they would send one out.

On 10-15-08, the TV went out again. I called Service Net Solutions. They sent Mike again from H&L TV service to pick up the TV set for repair. This time they had to replace 4 capacitors repair Auth # 2681774. The TV was returned in working order on 10-27-08.

On Dec 21 2009, I called Service Net Solutions to report the lamp had gone out again. They informed me that they would send out another lamp Auth# 3186028. When the lamp was not received within 3 days and I called Service Net Solutions asking where was the lamp. I was informed they were not going to replace the lamp because the warranty policy states they would only replace the lamp once. I again asked for a copy of the warranty policy and asked to see where I signed anything saying I understood this about the warranty of the lamp. They said they would mail me a copy and underline the portion regarding the replacement of lamps. I told them I have been asking for a copy for over a year and yet they had not sent me this copy. I ask them to email me a copy of my warranty. They said they would but still no email from them.

I said, "you need to pick up this TV and find out what caused the lamp to go out again." I informed them the lamp was busted inside next to the filament and there was broken glass inside the lamp. On 12-28-09, they sent Mike from H&L TV Service again to pick up the TV. Leonard, the owner of H&L, called me on 1-06-09 to report they had to rebuild the DM Module Mits Part # 934C116003 and rebuild the Format module Mits Part # 930B924003 and the TV is working but there is only one problem and that was they were informed by Service Net Solutions they were not going to return my TV with a new lamp.

My problem is I paid for a warranty to fix my TV and I was told by Leigh Adams Discount Sales that this warranty would fix anything that was to go wrong. Something is still not right with it if it keeps blowing power lamps. The problem is still not fixed. My TV was returned in non working condition. This is not what I purchased the warranty for.