Mom’s Element doesn’t work — can you help her?

Ensuper/Shutterstock
Ensuper/Shutterstock
Question: My mother recently purchased an Element flatscreen TV at Wal-Mart, along with a two-year extended warranty. I came to visit and noticed lines going up and down in the center of the television. Mom never noticed them because she is 83.

I immediately called the Element TV service telephone number where they gave me a report number and asked me to send to them photos of the lines in the TV. I sent the information and a representative called my mother and told her the TV was defective.

Element wanted her to ship the TV to them but first to give them a credit card with $300 approval to ship us a TV and then we ship them the defective TV. Element would in turn send us a new TV.

Instead, my mother decided to go back to Wal-Mart, since she’d purchased the extended warranty, and see if she could exchange the unit and save the shipping. A Wal-Mart employee spoke with Element for over one hour, but made no progress. Eventually, Element hung up on him.

Element continues to demand more documentation. They’ve asked for more pictures of the unit, even after determining the TV was defective. This is awful. The TV was in use for less than three months from date purchased.

I would like to return this TV to Wal-Mart and we would like a store credit or our money back, including the extended warranty. We have lost all trust in Element TV and we think even the replacement would be defective. We do not think Wal-Mart stood behind the product it sold. Can you help? — Diana Kennison, Dallas

Answer: The warranty on your mother’s Element was pretty standard, as far as TV warranties go. It says if something goes wrong with the TV within the first year, it will replace the TV.

Your mother’s Wal-Mart extended warranty adds to that promise. “If you ever have a covered problem with your product, we’ll take care of all the repairs,” it says. “There are no hassles, no deductibles, and no hidden fees. We cover 100% of the repair costs, and all shipping charges, too.”

“You’ll be back to enjoying your product in no time at all, and at no expense,” it adds.

That obviously didn’t happen. As I review the account of your mother’s TV repair problem, it seems the manufacturer wasn’t aware of her extended warranty. When a Wal-Mart employee tried to help, Element subjected him to an extended “hold” and then disconnected the call. And I thought we’re the only ones whose calls were disconnected by call-center employees!

I think your mother would have benefitted from sending an email to Element and Wal-Mart, along with the photos, in order to create a paper trail. Given that she didn’t even know her TV was defective, I’m not sure that would have been possible.

If you spend another $65 for an extended “no hassle” warranty, I think it’s reasonable to expect that if something goes wrong with the TV, you’ll experience no hassles when you have to return the unit. At the same time, I’m not entirely sure if a full refund is warranted. After all, Mom enjoyed the TV for three months before having to return it.

I contacted Wal-Mart on your behalf. The company contacted you immediately and arranged for a technician to visit your mother’s home. Wal-Mart installed a new TV and offered her a three-year warranty.

Who was responsible for this broken TV?

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  • y_p_w

    They may not even be the manufacturer. Sounds almost like a marketing company. They probably have their brand and contract with companies to manufacture. This is quite common. A lot if companies buy cheap and consider the cost of warranty replacement as a cost of doing business.

    Sort of how Kenmore is only a brand whose products are made by dozens of companies.

  • TonyA_says

    Something not talked about here is the logistics.
    While most 80 year olds can go shopping for TVs at Walmart, I really doubt they can ship a big screen TV back to the manufacturer (hopefully not China) just to get it fixed.
    Plus forking 300 bucks in shipping cost for a TV worth $300 brand new???
    That logic would not pass even with my (sick) mother.

  • TonyA_says

    Something not talked about here is the logistics.
    While most 80 year olds can go shopping for TVs at Walmart, I really doubt they can ship a big screen TV back to the manufacturer (hopefully not China) just to get it fixed.
    Plus forking 300 bucks in shipping cost for a TV worth $300 brand new???
    That logic would not pass even with my (sick) mother.
    The TV goes back to Walmart.

  • TonyA_says

    Proof the you are correct – “never buy Chinese if you can avoid it”.
    Just goggle China Infant Milk.

  • TonyA_says

    Proof that you are correct – “never buy Chinese if you can avoid it”.
    Just goggle China Infant Milk.

  • Jeanne_in_NE

    Personally, I was wondering just how a person who can’t see the lines on the tv due to age was able to get a flatscreen tv into the cart, out to the car, in to the house, out of the box and set it up. My mother sure can’t. My husband and I had to do that for her for her last 2 tvs (one at her house, one in her room at mine). I was also imagining her strapping it to her rolling walker and back in the door at Walmart. :)

    But I figured my mental picture of all of this had no bearing on the presentation and resolution of the matter, so I kept that rather funny picture to myself. As a fellow caregiver, it’s my gift to you today. Enjoy.

  • Jeanne_in_NE

    Personally, I was wondering just how a person who can’t see the lines on the tv due to age was able to get a flatscreen tv into the cart, out to the car, in to the house, out of the box and set it up. My mother sure can’t. My husband and I had to do that for her for her last 2 tvs (one at her house, one in her room at mine). I was also imagining her strapping it to her rolling walker and back in the door at Walmart. :)

    But I figured my mental picture of all of this had no bearing on the presentation and resolution of the matter, so I kept that rather funny picture to myself. As a fellow caregiver, it’s my gift to you today. Enjoy.

  • TonyA_says

    Must have some help from the daughter (the OP).
    Talking about care giving, my mom has an older and handicapped sister that she is taking care of :-)

    Thanks for the kind words, Jeanne.

  • TonyA_says

    Must have some help from the daughter (the OP).
    Talking about care giving, my mom has an older and handicapped sister that she is taking care of :-)

    Thanks for the kind words, Jeanne.

  • TonyA_says

    duplicate

  • http://www.facebook.com/people/Jason-Hanna/100000038010477 Jason Hanna

    Both are responsible, and it seems that neither particularly tried to duck responsibility.. However, the $300 ‘charge’ I’m betting is a misunderstanding. It’s fairly standard, even under warranty, that for an ‘advance exchange’ repair, that either a CC number is required, that will not be charged so long as the old unit is returned in a timely manner, or a $300 ‘hold’ is placed on the card, which is removed once the old unit is returned. Commonly, the option is also given that you can send the old unit back, and they’ll send a replacement once they receive the old unit, and there is no charge for that. If they just shipped out replacement TVs.. How would they guarantee that they get the broken one back without the CC hold?

    When my Phillips TV went out under warranty, I was given the above options (Don’t think it was $300, but..) along with a third option of taking it to a local repair center. Since I don’t like getting something back that someone else had, even if it is ‘refurbished’.. I went with option 3.. I’ve worked on TVs before, and it’s not uncommon for those to be roach motels, so there’s no way I would buy or accept a TV that had been in someone else’s house. In theory, refurb would mean that was checked and cleaned, but.. Why poke the bear?

  • http://www.facebook.com/people/Jason-Hanna/100000038010477 Jason Hanna

    Both are responsible, and it seems that neither particularly tried to duck responsibility.. However, the $300 ‘charge’ I’m betting is a misunderstanding. It’s fairly standard, even under warranty, that for an ‘advance exchange’ repair, that either a CC number is required, that will not be charged so long as the old unit is returned in a timely manner, or a $300 ‘hold’ is placed on the card, which is removed once the old unit is returned. Commonly, the option is also given that you can send the old unit back, and they’ll send a replacement once they receive the old unit, and there is no charge for that. If they just shipped out replacement TVs.. How would they guarantee that they get the broken one back without the CC hold?

    When my Phillips TV went out under warranty, I was given the above options (Don’t think it was $300, but..) along with a third option of taking it to a local repair center. Since I don’t like getting something back that someone else had, even if it is ‘refurbished’.. I went with option 3.. I’ve worked on TVs before, and it’s not uncommon for those to be roach motels, so there’s no way I would buy or accept a TV that had been in someone else’s house. In theory, refurb would mean that was checked and cleaned, but.. Why poke the bear?

  • http://www.facebook.com/people/Jason-Hanna/100000038010477 Jason Hanna

    I worked for Samsung for a while. Trust me, their TVs go bad, too. They had a LONG string of ‘silent recalls’ from 2007-2009 or so where capacitors on the power supply were the wrong voltage and would go out. ‘silent recall’ meaning that if you called and were out of warranty, they’d do a one time courtesy repair if the caps were the problem. But.. They’d use the same wrong voltage caps and it’d happen again in a few years. Look up their DLP TVs.. Not good. They did some things I didn’t agree with, which is part of the reason I no longer work there.. Were they blantantly and intentionally screwing people? No, but..

  • http://www.facebook.com/people/Jason-Hanna/100000038010477 Jason Hanna

    I worked for Samsung for a while. Trust me, their TVs go bad, too. They had a LONG string of ‘silent recalls’ from 2007-2009 or so where capacitors on the power supply were the wrong voltage and would go out. ‘silent recall’ meaning that if you called and were out of warranty, they’d do a one time courtesy repair if the caps were the problem. But.. They’d use the same wrong voltage caps and it’d happen again in a few years. Look up their DLP TVs.. Not good. They did some things I didn’t agree with, which is part of the reason I no longer work there.. Were they blantantly and intentionally screwing people? No, but..

  • wageslave

    I think you are correct about Samsung having more than their fair share of problems and I choose to avoid them, but I don’t think any electronics company really goes out of their way to use high quality components for everything. Every company is going to put out the occasional bad model or a few lemons. In my own opinion I think Apple and Panasonic are companies that put out decent items on a consistent basis, but even they aren’t going to bat 1000.

  • wageslave

    I think you are correct about Samsung having more than their fair share of problems and I choose to avoid them, but I don’t think any electronics company really goes out of their way to use high quality components for everything. Every company is going to put out the occasional bad model or a few lemons. In my own opinion I think Apple and Panasonic are companies that put out decent items on a consistent basis, but even they aren’t going to bat 1000.

  • Extra mail

    Agreed. That is why she bought an extended warranty – so that it is repaired or replaced, no hassles, in the time frame of the warranty. Even if she reported it was broken on the last day of the warranty she should receive the same service if it was broken on the first day of the warranty.

  • Extra mail

    Agreed. That is why she bought an extended warranty – so that it is repaired or replaced, no hassles, in the time frame of the warranty. Even if she reported it was broken on the last day of the warranty she should receive the same service if it was broken on the first day of the warranty.

  • emanon256

    That’s sad to hear. I am glad mine is still working.

    My only complaint is that the S/PDIF output is down sampled to 2-channel PCM, why bother having an optical out at all if its not matching the input data stream? Now I have to switch inputs on my TV and receiver separately. Not that you can do anything about it, I’m just venting my first world problems.

  • emanon256

    That’s sad to hear. I am glad mine is still working.

    My only complaint is that the S/PDIF output is down sampled to 2-channel PCM, why bother having an optical out at all if its not matching the input data stream? Now I have to switch inputs on my TV and receiver separately. Not that you can do anything about it, I’m just venting my first world problems.

  • emanon256

    As long as I can still buy Chinese food :)

    I really try to avoid “Made in China” baby products, and everything else for that matter. It surprises me how few things are made in the USA these days. I heard a story on NPR a while back about China and they compared the cost of making a polo shirt in the US to China. The cost of getting it to the store, include materials, labor, freight (or cargo), distribution, etc. came to $2 per shirt if made in China, and $30 per shirt if made and sourced in the USA. That is just insane!

  • emanon256

    As long as I can still buy Chinese food :)

    I really try to avoid “Made in China” baby products, and everything else for that matter. It surprises me how few things are made in the USA these days. I heard a story on NPR a while back about China and they compared the cost of making a polo shirt in the US to China. The cost of getting it to the store, include materials, labor, freight (or cargo), distribution, etc. came to $2 per shirt if made in China, and $30 per shirt if made and sourced in the USA. That is just insane!

  • TonyA_says

    You know Element makes [CORRECTION: assembles] TVs (46″ and larger) in Detroit. Read Story here (using paywall redirect):
    http://www.google.com/url?q=http://online.wsj.com/article/SB10001424052702303716204577384113745825098.html

    Yeah but about 99% of the parts are still made overseas :-)

  • TonyA_says

    You know Element makes [CORRECTION: assembles] TVs (46″ and larger) in Detroit. Read Story here (using paywall redirect):
    http://www.google.com/url?q=http://online.wsj.com/article/SB10001424052702303716204577384113745825098.html

    Yeah but about 99% of the parts are still made overseas :-)

  • TonyA_says

    Hey Emanon, Walmart has changed its protection plan.
    I guess they heard you :-)
    It is now “enhanced”. Meaning, it will repair damages from day one.

  • TonyA_says

    Hey Emanon, Walmart has changed its protection plan.
    I guess they heard you :-)
    It is now “enhanced”. Meaning, it will repair damages from day one.

  • AWorker

    I worked at one place that had all the components made overseas and then shipped to the states. Then they literally put two parts together and put it back in the box it was shipped to them in and sent to the reseller. They did this so they could slap that made in USA label on it. Seems the made in labels don’t really mean much anymore.

  • AWorker

    I worked at one place that had all the components made overseas and then shipped to the states. Then they literally put two parts together and put it back in the box it was shipped to them in and sent to the reseller. They did this so they could slap that made in USA label on it. Seems the made in labels don’t really mean much anymore.

  • emanon256

    I want to be happy, but if all the parts are still made overseas and they only assemble it, it doesn’t mean as much. My electrician always tells me to never buy any electrical components made in china, he said the material is so cheep and so faulty it will always fail.

  • emanon256

    I want to be happy, but if all the parts are still made overseas and they only assemble it, it doesn’t mean as much. My electrician always tells me to never buy any electrical components made in china, he said the material is so cheep and so faulty it will always fail.

  • emanon256

    I saw you post something about this earlier and when I went to look the whole posting had vanished. I think you said it was a lower cost offer as well. When I look I still get a $65 plan called the “Wall Mart Product Protection Plan” and it specifically states that it starts after the manufacturers warranty expires. I wonder if they offer different warranties in different localities?

    Okay, I just cleared my cookies in a different browser and got a different warranty for $40. This one says that it starts from day one, and that certain problems are covered from day one, and other problems are only covered after the manufacturers warranty expires. The ones that are covered from day one, are ones not covered by the manufacturers warranty like surges, moisture damage, accidental breakage, etc.

  • emanon256

    I saw you post something about this earlier and when I went to look the whole posting had vanished. I think you said it was a lower cost offer as well. When I look I still get a $65 plan called the “Wall Mart Product Protection Plan” and it specifically states that it starts after the manufacturers warranty expires. I wonder if they offer different warranties in different localities?

    Okay, I just cleared my cookies in a different browser and got a different warranty for $40. This one says that it starts from day one, and that certain problems are covered from day one, and other problems are only covered after the manufacturers warranty expires. The ones that are covered from day one, are ones not covered by the manufacturers warranty like surges, moisture damage, accidental breakage, etc.

  • TonyA_says

    Here’s the key phrase of the NEW plan -

    This Plan includes the following enhanced coverage and services:
    Repairs necessary for the product to meet the manufacturer’s written specifications.

    Term of Coverage: The term of your Plan begins on your date of purchase and continues for the period indicated on your sales receipt or your order confirmation email. Except for the enhanced coverages outlined above, which begin on your date of purchase, all other coverage becomes effective immediately following the expiration of the manufacturer’s warranty and remains in effect throughout the end of your term

  • TonyA_says

    Here’s the key phrase of the NEW plan -

    This Plan includes the following enhanced coverage and services:
    Repairs necessary for the product to meet the manufacturer’s written specifications.

    Term of Coverage: The term of your Plan begins on your date of purchase and continues for the period indicated on your sales receipt or your order confirmation email. Except for the enhanced coverages outlined above, which begin on your date of purchase, all other coverage becomes effective immediately following the expiration of the manufacturer’s warranty and remains in effect throughout the end of your term

  • Michael__K

    Well-known brands don’t always provide better warranty service.

    I paid top dollar for a Consumer Reports highly-rated Samsung refrigerator 3+ years ago. I got a lemon — the freezer didn’t freeze and the refrigerator was just a few degrees below room temperature. I had to fight with them (and the retailer) for over 3 months to get it fixed or replaced. Nothing happened until I contacted my State AG’s office. And I had to get a temporary fridge in the interim (no reimbursement for that).

    Granted, the replacement fridge has worked fine for the past 3 years.

  • Michael__K

    Well-known brands don’t always provide better warranty service.

    I paid top dollar for a Consumer Reports highly-rated Samsung refrigerator 3+ years ago. I got a lemon — the freezer didn’t freeze and the refrigerator was just a few degrees below room temperature. I had to fight with them (and the retailer) for over 3 months to get it fixed or replaced. Nothing happened until I contacted my State AG’s office. And I had to get a temporary fridge in the interim (no reimbursement for that).

    Granted, the replacement fridge has worked fine for the past 3 years.

  • emanon256

    I could totally see them arguing that the manufacturers written specifications don’t specify there will be no lines going up and down the middle of this screen, so they won’t cover it and refer them back to the manufacturer. I am really jaded by these warranties. I did buy one once a long time ago and no matter what it was never honored. I think it was also fulfilled by a third party warranty company. Ever sine my friend told me they are a waste of money, I steer clear. Its probably only sold by Wall Mart and fulfilled by some third party company and she would have to call the third party and not Wall Mart. Sorry that I am so negative today.

  • emanon256

    I could totally see them arguing that the manufacturers written specifications don’t specify there will be no lines going up and down the middle of this screen, so they won’t cover it and refer them back to the manufacturer. I am really jaded by these warranties. I did buy one once a long time ago and no matter what it was never honored. I think it was also fulfilled by a third party warranty company. Ever sine my friend told me they are a waste of money, I steer clear. Its probably only sold by Wall Mart and fulfilled by some third party company and she would have to call the third party and not Wall Mart. Sorry that I am so negative today.

  • emanon256

    So funny!!! When I read this site now I am seeing the attached ad!! When I click it, it goes to WalMart!!!

  • emanon256

    So funny!!! When I read this site now I am seeing the attached ad!! When I click it, it goes to WalMart!!!

  • Randy Busch

    For me this is a good example of you get what you pay for. Stick to the well known brand names. You may pay more but the quality is usually better.

  • Randy Busch

    For me this is a good example of you get what you pay for. Stick to the well known brand names. You may pay more but the quality is usually better.

  • Joe_D_Messina

    Now I can’t figure out who would down vote this post. Apparently a huge Walmart fan or somebody who thinks 83-year-olds can’t have it all together?

  • Joe_D_Messina

    Now I can’t figure out who would down vote this post. Apparently a huge Walmart fan or somebody who thinks 83-year-olds can’t have it all together?

  • TonyA_says
  • TonyA_says
  • http://elliott.org Christopher Elliott

    Thank you!

  • http://elliott.org Christopher Elliott

    Thank you!

  • http://www.facebook.com/franklin.shaffer.3 Franklin Shaffer

    I think there ought to be a law about these so-called extended warranties. The example cited below from Walmart is a good example of what’s wrong. The manufacturer gives you 1-yr; Walmart (or any other store) almost pressures you into buying an extended warranty for 2-years, but hardly anyone (customers) know that they are really only getting a 1-yr warranty but paying for what they think is for 2-yrs “additional” coverage. This is a RIP-OFF and I believe the FTC should say something about this practice. Also, CR magazine almost always says that extended warranties are not worth buying, since most items will outlast the warranty by many years.

    Also, I believe the TV probably had lines on the screen out of the box. An 83YO most likely would not notice it due to poor eyesight, or maybe she thought that was they way it was supposed to look like. Remember the old CRT TV’s?

  • http://www.facebook.com/franklin.shaffer.3 Franklin Shaffer

    I think there ought to be a law about these so-called extended warranties. The example cited below from Walmart is a good example of what’s wrong. The manufacturer gives you 1-yr; Walmart (or any other store) almost pressures you into buying an extended warranty for 2-years, but hardly anyone (customers) know that they are really only getting a 1-yr warranty but paying for what they think is for 2-yrs “additional” coverage. This is a RIP-OFF and I believe the FTC should say something about this practice. Also, CR magazine almost always says that extended warranties are not worth buying, since most items will outlast the warranty by many years.

    Also, I believe the TV probably had lines on the screen out of the box. An 83YO most likely would not notice it due to poor eyesight, or maybe she thought that was they way it was supposed to look like. Remember the old CRT TV’s?

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