And now the story can be told:
Last December I thought it would be nice to get a present for the whole family, and upgrade our 27" Magnavox CRT television to an HDTV. I did my research, including a perfectly timed
article in PC World. I went to the stores, I checked on-line, and I decided on a
Philips 42PF9631D. So I ordered it on-line at Philips, taking advantage of a corporate discount program.
As many people tend to do when anticipating a delivery, I checked the website daily for signs that the TV was being shipped. I wanted to know the exact day that I could expect this wonderful 21st-Century marvel at my doorstep. But it took a few days before it showed that a company I had never heard of was going to ship it. I'll just call it "Ship2U" to protect their identity.
After waiting a few more days, I hadn't seen any updates on delivery, so I called Ship2U. It turns out that they were ready to deliver it the next day, and were supposed to call me to arrange for a day and time. It turns out that the next day was not good, but the following day (a Friday) would be fine. It was a Work-From-Home day for me. They were to deliver it between 2pm and 5pm. And of course they show up at 5:15pm.
I should have realized something was not quite right when they proceeded to lift the top off of the box, and an inner box with the TV stand slipped off the top of the TV and onto the floor. But I was able to inspect the TV, and not being a fool, I plugged it in while it still sat in the base sytrofoam in the box bottom. The screen lit up, and I dismissed the movers.
My family went out for the evening, and when we came back there was no time to set up the TV on its stand. So instead I played with it while it was still inside its foam and box bottom. The remote sensor was covered a bit by the box, so I opened it a bit. This caused the TV to lean forward ever so slightly at what I would call an 85-degree angle. The picture looked really good. I even watched 5 minutes of "Lord of the Rings' before tearing myself away from it and going to bed. I just took one last look to make sure the TV was stable. Nope, it was not budging.
Then at 6:45 that Saturday morning, I was woken up by a muffled "thud". I knew exactly what the sound was. If a large plasma TV tipped out of its box onto the carpet, that's the sound I would imagine it would have.
My heart started beating rapidly. Tipping onto the carpet surely wouldn't break it, would it. I raced downstairs, to get my suspicion confirmed. The TV had taken 8 hours to lean far enough to break out of its foam support and land face-down on the carpet. I slowly lifted the (very heavy) TV up and back into the box. It looked okay. The glass front was not shattered or anything. I felt a bit of relief as I decided that plugging it in would be the best thing to do at the moment. The power light came on, but there was no picture!
And then I saw them. The little cracks all over the inside plasma tube. I broke our brand new expensive television! Noooooooooo! I wanted to throw up. (Yes, I knew it was only a TV and I shouldn't be so materialistic and it was only money, but I still wanted to puke.) I was also thinking about how disappointed my family would be, now that daddy broke the new present (keep in mind these were pre-teens, not toddlers).
So of course I spent a few minutes trying to justify how it wasn't my fault. That is when I saw the bottom of the box say "WARNING: DO NOT LEAVE TV IN BOX!!!" Okay, there was no way it wasn't my fault. As the family awoke in the next few hours, I gently let them know that their dad was a big loser who broke their brand new TV without them even getting to see it working. They were kind. They said it was okay, and I shouldn't beat myself up too much. There's a lesson there somewhere.
The next thing I did was try to find my credit card purchase protection policy. It basically said that it would pay up to the first $500. So much for full coverage. But maybe it could be repaired for less than that. Ha! The 2 authorized repair shops said it would cost double to just get a new plasma tube shipped to them. So repair was out of the question. But I could at least dispose of the broken TV at their stores.
I then went to see if I can just order another TV and worry about the replacement costs later. Of course the sweet deal I got had now expired, but Amazon.com sold the same model for just $100 more. I decided that after all my time and research, I wanted to just stick with the same one. So I hit the "complete transaction" button and ordered a 2nd TV. I would be out the difference over the credit card refund plus the $50. Not a total loss, at least.
I kept the broken TV in it's box covered with a blanket, so I would not be constantly reminded of my expensive mistake. And I began the paperwork for the credit card refund. That's when I read the delivery invoice. It stated that they were supposed to set the TV up for me. They had never even offered. So I was now thinking that maybe it wasn't entirely my fault.
So I went through the same exercise of waiting for the new TV to be delivered, checking for a delivery date. Hmmm. No actual date. I called up, and found the same story as with the first TV: Someone was supposed to call me first to arrange a date. It was the same shipping company. And when they arrived with the new TV, it was the same delivery guy!
So here is where I started to show what I had learned from the incident so far. When they brought the TV in, I explained to them that they were supposed to set it up on its stand for me. So they proceeded to open the box from the bottom again. I had to point out that the box said "open from the top first". This prevented the big inside box from slipping off, and guess what? Unpacking instructions where right there too! They moving guy admitted that they never set one up before, and were never told to. So I directed and assisted in following the instructions to the letter, and we got the TV up on its stand, and onto the entertainment center. Before they stepped out the door I made sure it was all working fine.
So now I realized something. If they had done their job on the first TV, I would not have tried to set it up myself, and it would not have fallen. So my wonderful wife called up the moving company the next day. And they transferred her to Philips, who heard our story. And then the most amazing thing happened! They agreed that the moving company was at fault, and they reimbursed me for the TOTAL AMOUNT of the first TV! They sent the same moving company to pick up the old TV and send it back, and we were only out the $50 difference in price between Philips and Amazon.
Lessons learned:
My wife is wonderful and can perform miracles.
Read the invoice when movers deliver something.
85 degrees is not a stable angle for a 75 pound object in foam.
Never laugh at people who broke their plasma TVs with a Wii controller.
Take responsiblity for your mistakes, but it always helps to share the blame.