Well, as far as stepping up to the plate, we'll fix the issue, and we do so with units on that case by case basis.
I don't understand why a tech would note that this is "unknown" like you described. If something is malfunctioning, there's something wrong with the unit - it's not 'illogical', and if he can't isolate the problem, then you should have a technician that can properly diagnose and find the problem. If that was my mechanic telling me that, "well, it might be this... or that... or maybe that - I'll just start pulling parts...", then there's no way I'm going to let him touch my car. I'm going to go to someone who can give me an educated response on what the problem is and expect the issue to be resolved. I can see how your faith in our products can be shaken due to a response like that.
I could probably guess what it is, unfortunatley as a policy, I can't say that it's probably your main PCB board. That should be something your tech should know after properly diagnosing it.
That said, our service is pretty generous with an additional three months. If your unit has had an issue and you pass that 12-month mark, I'd be hard pressed to believe that suddenly service would say, "Sorry" in the midst of an issue, because even I'd take issue with that. I know those people, and they don't operate that way.
As with any product, when the warranty is up, that's it. The reality is that some companies don't even respond once the warranty is up. Our service allows people to appeal and go to a resolutions department and state their case. I think that speaks well of our reputation. We may agree to disagree, but look around this board. We're here serving the customers. I'm telling people to extend their warranties for free in a little known, hidden policy days before the 15th month is up - becsuse I care and want them to enjoy their investment. We're standing behind our product, and I've gone to bat for everyone who has asked me to, mostly with positive results.
Servicing something you've paid for is never fun. P1xel, I can appreciate that as much as the next guy. Give us an opportunity to fix the issue, and if need be, I'll step in and assist to the best of my abilities.
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