AURORA, Ohio - Greg and JoAnne Urbanek were excited to get their new 42-inch LG flat screen home and into the television room of their Aurora condo. But the set they purchased from the Best Buy store in Macedonia has been nothing but trouble.
The Urbaneks paid $450 for the LED HDTV, however just a few weeks after his purchase the screen went completely dark. The Urbaneks were forced to roll in their old television from a bedroom, just so they could watch Sunday's Browns game.
"I had to disconnect the LG that didn't work, and stand my other set in front of it," said Greg Urbanek. "It was just a nightmare."
The Urbaneks told NewsChannel5 that Best Buy instructed them to contact LG Electronics and have a repair crew come out to their condo.
However, the couple's frustration continued to build after repair teams showed up three times, replacing a total of four main circuit boards, with no success.
After dealing with a broken flat screen for three weeks, the Urbaneks contacted Best Buy once again, hoping the store would finally send them a new set. But the Urbaneks said Best Buy told them the case was out of its hands.
"Best Buy told me I had to deal with LG because once the television leaves their store, they have nothing to do with it," said JoAnne Urbanek. "I think that's terrible, I mean you buy something from a store, you'd think they'd stand good with it?"
5 On Your Side Troubleshooter Joe Pagonakis contacted Best Buy corporate headquarters about this case, and Best Buy responded immediately by telephone.
Best Buy told NewsChannel5 it must follow LG Electronics "constant repair" clause in its one year parts and labor warranty.
That means LG can make as many repair attempts as it sees fit, and is under no obligation to provide a new flat screen, even if that set turns out to be a "lemon."
However, due to the four unsuccessful repair attempts made by LG, Best Buy decided it would send the Urbaneks a brand new set.
A new 42-inch Sharp LED HDTV is set for delivery on Sept. 20.
"We hope no one else has to go through what we've been through," said Urbanek.
NewsChannel5 will continue to follow up on this developing story.
Consumers should read the warranty terms on all electronic items before they purchase big ticket items like a flat screen television.
Keep in mind if the warranty is subject to a "constant repair clause," consumers may have a long frustrating process to deal with, if the appliance they select goes on the blink.
Consumers should always ask for a customer service supervisor, if they're having warranty issue difficulties.