TV Parts Today — Local services in Evansville

If I could I would rate this company 0 (ZERO) for customer service, technical support and for their parts. Okay I got a TCL 43 inch google TV. Symptoms are….Black screen but has sound and can see a faint picture when shining a flashlight at the screen. Take off back cover and locate the wiring on power supply for LED backlight array. Power them up with a led checker. (TKDMR). Power up the TV again and now I have full picture and sound and the TV basically Works. It’s either the power supply or the main board or both. So I call up “TV parts Today” and talked to a supposed tech and tell him what I’ve done. He says he believes the power supply is bad and he’ll send me one out. I’m over 35 yr tech on fixing corporate copy machines. So my power supplies are controlled by the main for most purposes. When I tried to explain he kept interrupting me and wouldn’t here me out. Got the power supply in same problem. Called “TV parts Today” and the next tech told me the only thing left was the main board…..but there might be problems with the screen or LED backlighting. Even though I told him I could power the LEDS up and the picture TV would work fine. So I got the main board and installed it and still has the same problem. So I power the TV up and powered on my meter for the Leds and was surprised to see previous owners name on it and all of that persons settings. So now I call “TV parts Today” back and tell another so called tech the main board didn’t solve the problem. Got hold of a person who said he was in charge, So I asked him if he tested these boards before they get sent out. He said to the best of their ability. Either they got tested or not. PERIOD. If the main board was tested the tech would have reset it back to manufactures default settings. He said I can do that and if I thought the board was bad he would send another one out and I would have to do this online in their website. He said have a good day and hung up. The main board cost me $59.37 with shipping. The power supply cost me $53.37 with shipping. I now have paid them a total of $112.74 They gave me a credit of $13.69 on the main board and a $26.39 credit on the power supply. That’s a total of $40.08 out of $112.74. The mistake I made was not to read all their disclaimers, returns and shipping cost ahead of ordering. Enter their address into google earth and check out where and what they work out of. It explains it all! NEVER AGAIN!

Couldn't validate your isolation 9001. You don't list it on your website. I guess you didn't read the part that I could get the led backlight to work and the tv would work with a picture when the leds were powered by my meter. You say your not a technician but your trying to tell a real technician what's wrong with it. You got...

These guys are incredible. I don't even know where to start, so I'll just try to describe what happened.

Summary if you don't want to read the whole thing: I wanted to save an expensive TV, they went out of their way to help, and waived shipping fees and restocking fees when the first replacement part didn't work, sending me another replacement for free.

I have a 4-year old 75" Samsung TV, which suddenly stopped working a month or two ago. I am pretty handy, so I googled what to do, and found a very helpful video on their site on how to remove the back to replace parts. It's very easy, but there is a trick to it, which the video explained. I then called their Customer Support and got through to Casey, who is one of the nicest and calmest Customer Support people you'll get to talk to in your life -- I know, because I've talked to quite a few. He helped troubleshoot the problem, then went to check with his technical team whether it was the probable cause (they concurred but said if it wasn't that, it woudl be the screen), and then he emailed me the right part number to order, with a link to it on their website.

I ordered the part, which arrived the next day. Replacing it didn't fix the issue, but Casey had said that it's worth trying one other part if it is not the screen. The screen is, for all practical purposes, not feasible to replace. Now this is where it gets a little out-there, as far as Customer Service goes, and what places them in a league of their own. Around this time I got a Customer Service email titled "Watching TV yet?" from NormaJean, their Plant Operations Manager, to check how the repair went. (I assume that is a standard check-up to customers who ordered parts.) I responded to that, saying that in fact I'm not, and that I'm getting ready to order the other part. She then told me how to create an RMA for the part which didn't fix the problem (it would have been easy on their website anyway, but I appreciated the help), and said they would waive the restocking fee AND the shipping costs for the new part! The other part arrived the next day, which unfortunately didn't fix the issue either. Now it gets really out there. She then shipped (next-day, no shiping cost to me) replacement parts for both those parts, in case one of the first replacements had an issue.

OK, thanks for reading what turned out to be a novel. I just had to say something, because you seriously don't come across people like this in customer service these days. You can blissfully buy from them. My only regret is that my TVs don't break more often, so I can buy more parts. :-) Maybe I'll make TV repair my...

Well, it always seems to happen with me that when I want to use something I purchased in the past of electronics nature, it doesn't take too long for it to go bad. I'm speaking of an insignia LED TV that I bought from Best buy a long time ago and just tried it the other day. Was going to use it to do some video editing and the TV kept turning off and on every time I powered it up. So I looked online and went to insignia. They said well you know it's out of warranty this that and the other. So I decided to do with the insignia what I'd done with with my Samsung TV, that's fix it myself! I typed in the board that I thought might be the bad which is the power board into a Google search and the first thing came up was TV parts today. I looked at the photo of the board that they offered for sale and figured it's going to cost 30 bucks to go through a diagnostics service to find out what is wrong and the board doesn't cost that much either. So I decided to buy the board from TV parts. Upon Monday when I received a nice welcome to TV parts email from Casey, he reached out and gave me a little statement about what TV parts is all about. And since I used to live in Ohio, I know where Evansville is in Indiana and I said well that'd be great if I was there but I'm not. So it had to be sent here to Texas. The part just came in this morning at about 9:25 on Wednesday. So I think the shipping was just wonderful, and the customer support and the concern and commitment is definitely part of TV parts mandate for service. So thank you TV parts for sending me the exact duplicate of what I need and I hope it works and I might come back and annotate in this review as whether it did or not. Only to let everybody know I made the wrong decision. But the customer service is definitely five-star review so thank you Casey and thank you TV parts. ----------- UPDATE ---------- The power board wasn't the issue with the TV not working. It turned out to be the video board. Probably something wrong in the chip I don't know but the replacement video board for the insignia TV that I have was purchased from TV parts and it worked flawlessly. So thanks to TV parts and Casey. My repair took less than a week and the parts worked out of the box. The photos below show the TV now working off an antenna in my second floor and the bad part is in the middle of the screen on the other shot.

Thank you, Casey...