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- Average user rating: 3.5 stars out of 12 reviews Back to product review
- My rating: 0 stars
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8 out of 9 people found this review helpful
0.5 stars
"Undependable product, HORRIBLE service"
Pros: Nice picture
Cons: TV broke immediately, Pioneer refuses to fix
Summary: Buying this TV has turned out to be easily the worst customer service experience of my life.
The TV was shipped to me on 11/8/06. Only 10 days later, there was a loud boom and the picture was completely gone. Pioneer recommended a service company (Atlas Electronics in West Berlin, NJ). I called them, and the nightmare began.
My relations with the service company have been incredibly frustrating. I was originally told the repair would take 4-5 days. Two months later I still don't have a TV, and no resolution is in sight. I have continually been told that no one is available to discuss my repair but that someone will call me back in an hour (no one ever did), that they are waiting on a part, that it will arrive any day now (only to wait another month), that the repair is almost finished, that the TV will be delivered soon, etc. If I had a nickel for every unfulfilled promise they have made, I could and would use that money to buy a Samsung.
At one point, after waiting a month for Pioneer to deliver the part to the service company, the company received it, installed it, and then the TV immediately broke again. Pioneer then said the part would not be available again for two more months.
I politely asked Pioneer for a new TV. I waited another week for a response. They said no. They said the new component could be rushed to the service company in a week. One week went by. Pioneer never called to update me as they had said they would. So I called them today and was told that the part will not be available for another two months.
So Pioneer's plan is that I will be forced to wait a total of 4 months until my TV is fixed. With no assurance that the part will actually work this time. To this date, not one person from either the service company or from Pioneer has ever said to me "I'm sorry". In fact, no person that I have spoken to has ever shown the slightest degree of sympathy, understanding or concern for me or my situation.
Conclusions: Pioneer's products are undependable. Their comunication and customer service skills are non-existent. They do not maintain the parts necessary to fix the products they sell, and they are unable to tell customers with accuracy when those parts will be available. Most importantly, they simply do not care about the difficulties they put their customers through. They have no concern whatsoever for their reputation, and they believe that forcing customers to wait 4 months for repairs of their expensive products is an acceptable practice.
Do yourself a favor. Save yourself a tremendous amount of frustration and wasted dollars. Never buy a Pioneer!
- 4 replies to this review
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It is very important to buy HIGH END AUDIO & VIDEO from a reputable retailer. I have a couple of pioneer plasmas and they a by far more superior than any other plasmas on the market. It sounds like Pioneer was helpful but your third party service company was not, hence the fact of purchasing high end equipment from reputable retailers, who have 30 day money back guarantees with in house service.
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Your review is very helpful. I vaguely remember a complaint similar to yours 12 mos back. This could be a pattern. I have changed my efforts to by a Pioneer TV. Thanks. I will send your complaint to all my friends.
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samsung? that's crazy. but it would be nice to know what online store vendor you used? No 30 day return policy?
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First of all let me say I am a huge fan of Pioneer Plasmas. I have called there customer servivce (tech support) on occasion and have received exellent service. That said, I think the problems you experiences are true for pretty much every manufacturer when you have to deal with them over the phone. I had similar problems when I purchased a Sony Plasma (years ago). I'm making an assumption here, did you purchase the TV from an online retailer? Companies like Best Buy and Circuit City etc.will usually replace the product outright. Moral of the story is that most manufactures are the same when it comes to fixing or replacing there products. They don't have to deal with the customer face to face and they just don't care. To ensure that a defective product will be fixed or replaces in a timly manner I think it's important to purchase your product from a local onsite retailer and ask them what there policy is regarding these types of issues. When you purchase from an online retailer they keep there prices low, but they don't get involved in these types of issues.
Pioneer PDP-4270HD:
