Theoretically Repairable TVs Are Just Junk

We’ve heard quite a few arguments here on both sides of the question on whether getting an extended warranty for your flat panel TV is a good idea. While I’ve been pretty firmly in the just-say-no camp myself, one reader’s recent comments have me wavering.

The reader wrote:

“I enjoy your column and usually let contrary opinions slide right over me, but: I’ve been a TV servicer for 35+ years and an independent factory authorized servicer for most of that time (for many brands, but not as a dealer employee). In the past my profession never recommended extended warranties since they would typically cost more that one or two repairs. There was a change that took place, however, around 2000 – 2002.”

“The manufacturers responded to pressure from dealers and customers and redesigned TVs to be home repairable by exchanging circuit boards. (I have emails from Hitachi stating this) The problem is that no one builds new boards for old sets and when they run out (18 – 24 months) the TV becomes unrepairable. I have personally seen a TV exchanged in warranty less than one year from purchase date because they ran out of circuit boards and the manufacturer (Sony) could not repair it. The boards have very limited repairability due to design and layout. The manufacturers pretend that rebuilders can repair them but they do not do so effectively, most fail again within a few months. Sometimes several attempts are needed to even get a working rebuilt board.”

“Since the boards are expensive ($300 – $2000), customers seldom try again at a repair and the set is disposed of. The manufacturers go on blissfully unaware that the set was trashed rather than repaired and think their repair program is working. No manufacturer or survey has ever contacted any independent servicer (that I have ever talked to or heard about) about the number of unrepaired TVs. This data only appears anecdotally from the few recycling centers and landfills. The only feedback to the manufacturers is from dealer/servicers who generally only touch TVs within a 2 year period and have no idea about the status of older TVs that need repair.”

“Based on the past history of the following failure modes, (I have personally seen all of these) servicers feel that there will be a severely limited lifespan of the new TVs. Circuit boards flex with age. Older type components will move with the board. BGA and PLCC integrated circuits will pop loose from the board under the stress; and virtually all digital circuitry uses this kind of IC. No-lead solder is more brittle than leaded solder and will develop poor connections much quicker, causing intermittent problems to occur. Electrolytic capacitors in current use have an organic based electrolyte. They have two common failure modes: leakage and changed values. The electrolyte is corrosive and literally eats through the circuit boards when they leak. At their rated temperature they have a 2000-hour lifespan. While they do not normally operate at that temperature, the inside of a TV does run fairly hot. ‘Tin Whiskers‘ is an effect that had been eradicated by using lead in solder that has reoccurred since lead is being removed. This has caused some satellite and space shuttle failures and I have personally seen it in some digital cameras. This will cause circuit boards to randomly short out.”

“While the lifespan of TVs used to be about fifteen years, that is no longer the case. Most servicers (not dealer service or manufacturers) feel that the lifespan of the newer models will be about five years and that any repair after about two years will result in replacement rather than repair. Didn’t you wonder why the extended warranty companies dramatically raised their rates a few years ago? Now, without an extended warranty, almost any failure, even minor, can result in a doorstop instead of a working TV. Televisions have always been a high failure item and they still are, they just used to be repairable.”

If the reader knows whereof he speaks — and I believe he does — it certainly complicates the extended warranty decision. After all, extended warranties are really supposed to be a kind of replacement insurance policy, which is appropriate for a device that is not easily repaired. The big problem though is that the manufacturers and retailers continue to treat the TVs as repairable. Remember, the most common gripe we’ve heard about TV extended warranties is the part-by-part warranty torture in which the service provider refuses to replace the defective TV.

The more I learn about extended warranties and TVs, the more it seems it like you’re damned if you do and damned if you don’t. What do you think? Post your comments below or write me at Foster@gripe2ed.com.