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Call Kurtis: Why Won't My Warranty Company Fix My TV?

NEVADA CITY (CBS13) —Living in the foothills of the Sierra Nevada, Deborah Burnett relies on her television for entertainment.

When she purchased her 3-D TV, she paid out extra money for an extended warranty to protect her investment.

"It was new and modern and I had to have it," she said of her new purchase.

She paid $300 for the 5-year extended warranty through Consumer Priority Service, which claims online, "If we can't fix an item, we will replace it."

Burnett was very excited, "In home and they would fix it for me ahh boom miracle."

But after only two years the picture on her LG TV she bought for $1,179 sometimes won't turn on. She just hears the sound.

"The screen stays dark," she said.

Burnett says when she contacted the warranty company they refused to fix the television. And to make matters worse she says, they only offered her pennies on the dollar to replace it.

The warranty company claimed the manufacturer LG does not have the part needed, so offered her a $399 settlement.

"At that point, I just wanted to rip them a new one," said Burnett.

We searched LG's website learning the $1,100 part needed is not in stock.

Under California law, a manufacturer must keep making parts for seven years after it's no longer on the market.

We asked Justin Paddock with the Bureau of Electronics and Appliance Repair what should this warranty company do now?

"They are obligated to repair or replace," said Paddock.

We contacted the warranty company. It says its priority is to make sure that each and every one of their customers has the best experience possible.

It raised its offer to $848, enough for Burnett to buy a new 3-D TV.

She's pleased the warranty company finally paid up, but she still feels misled during the sales pitch.

"It made me mad; it really made me mad," she said.

Knowing about the seven-year law, we reached out to LG on why this part is out of stock. It insisted it did have the parts, despite its distributor's website saying otherwise.

If you can't get a manufacturer to stand by their product, the state bureau of appliance repair says to contact them.

What should you know about these extended warranties before you buy one?

  • Get to know the company you're buying from and who to contact if you have an issue.
  • Read through all the terms and provisions.
  • If they were to go out of business make sure they have an insurer that will back up that plan.


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