Best Buy & Geek Squad Policies

[Steviorus]

I purchased an LHB336 from Best Buy less than a year ago.  I have been calling with an issue for almost a year.  The Home theater systems continues to attempt to update itself, but fails every time.  I contacted the manufacturer about the problem and was sent, in the mail, a disk containing the update, which finally updated the system.  Immediately after updating the system found a new update and failed again.  I called the manufacturer and explained the issue.  I was surprised after speaking with a supervisor that I was told I would have to manually update with a disk each time.  I was also told that I would have to call each time and request the disk be sent to me.  The manufacturer is LG.  I contacted Best Buy and basically received the same answer.  So let me see if I have this straight.  Each time that the Home theater system finds an update I have to call the manufacturer and request a disk be sent to me so that I can update the equipment manually.  There must be a better way.  I WOULD SUGGEST TO EVERYONE READING THIS.  SIMPLY DO NOT PURCHASE ANYTHING FROM BEST BUY OR LG!!!! WHATEVER YOU DO DO NOT PURCHASE ANY EXTENDED REPAIR AGREEMENTS, THEY ARE A RIP-OFF!!! Find somewhere else to buy your electronics.  Somewhere like COSTCO where the return policy is aimed at providing the customer reasonable protection for their purchases. 

[Aaron-BBY Community Connector]

Hello Steviorus,

That’s no good!  I’d be frustrated too if I encountered difficulties updating my home theater system’s firmware, especially if the only solution appeared to be contacting the manufacturer whenever a new update is available.

If you haven’t had any luck updating your system’s firmware using a USB flash drive, then you may wish to bring the unit to the repair counter at your local Best Buy store.  Once there, an on-site tech should be able to examine it for you, as well as provide a number of service options if repairs prove to be necessary.  I’d also invite you to send me a private message with your service order number – I’d be glad to monitor any necessary repairs on your behalf.

You can send me a private message by signing into the forum and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.

[hydrogenwv]

Wow, that's rough, especially since BluRay players require frequent firmware updates to read newer disks, from my understanding. Is this an issue (design choice?) with every unit of that model or is your unit an isolated case? If it was designed that way, there really isn't much recourse, aside from LG.

  It'd be nice if Best Buy could do more for you, but if they'd replace it, they'd have to eat the cost unless  LG would foot the bill for replacement. From the sounds of it, LG is aware of the issue and really deemed it a non-issue. LG is the one who should be making this right. In your shoes, I'd be upset at LG and not Best Buy. Best Buy didn't MFG the product, and they can only do so much unless you purchased a BTP to cover it.

[Steviorus]

You are right hydrogenwv LG is responsible and Best Buy is responsible by association. Listen to their sales pitch sometime.

[hydrogenwv]

Best Buy was responsible until the end of the Return/Exchange period unless you bought a BTP. After that, the only responsible party is the MFG.

You didn't really respond to an important aspect of my post... Namely, From your conversation with LG, did they make it seem that this is an issue with EVERY unit or just a select few. I can't find anything that suggests that it is a wide-spread issue, as I see mentions of people updating it themselves, so I will assume that it is a defect.

  If that's the case, you really should be getting onto LG, because they are not supporting their MFG warranty, which Best Buy has no part in at all. If LG is refusing the repair, and Best Buy sends it out for repair in their service center, LG may make the same decision. Yes, Best Buy sold you the product, but from reviews it seems to be a very good product. What appears to be lacking, from my research, is LG's customer service.

  If Best Buy does ANYTHING for you, outside of what LG tells them to do, it will be at cost to tBest Buy. They may be more flexible if you had bought the BTP, but since you opted to rely on the MFG warranty, that is what you are stuck with, it seems. 

[Steviorus]

Hydrogenwv,

     Do you surreptitiously work for Best Buy. Wouldn't that be something.  Best Buy has real skin in this game. I do have the black tie protection on this product and have called Best Buy to assist.  The first thing Best Buy says on the phone is service calls cost $99.  What great protection. Best Buy is a vendor for LG and as such has a responsibility to insure that the warranties on the products they sell are adhered to.  In this case, their first response is to insure that I know that they want money to help me get this fixed.  The salesmen at the store however say that this extended repair service will take care of all your problems.  Somehow I just can't understand how this became my fault.  Wise up!

Steviorus

[hydrogenwv]

Nope, No association with Best Buy at all. I gladly call them out when they mess up.

  I missed your piece about buying the extended warranty, I apologize. If you bring the HT setup into the store (BluRay, Speakers, etc.) they should send it out to the service center for you to get it repaired, since it sounds like it's a defect. Have you brought the unit in and asked for it to be sent to service? They won't service it in your home, well... they will.. for $99 apparently.