Best Buy & Geek Squad Policies

[yngwie777]

I bought a sony TV (55inch SXRD) 9/8/06 - with the 4 year service agreement - it has been serviced 12/7/07, 12/21/07 , ( another  , missing the date), 8/4/09, 8/7/09, 8/26/09 and now waiting agian untill 9/9/09. Directly from the service agreement it states: " after three service repairs have been completed on an individual product and that individual product requires a fouth repair, as determined by us"- So as of sept 9th that will be the 7th repair. The 1st Repair - no picture- replaced lamp, 2nd repair no picture replaced lamp block, 3rd repair (date missing)- dim picture -replaced lamp block , 4th repair no picture - lamp block (lasted 6 hours), 5th repair - no picture -they cleaned the fan- lasted 20mins after repair man left and no picture call best buy who call the repairman who said they will come out with a new fan, 6th repair ( still no picture)  repairman shows up without a fan, tell me no one told him ( waste of two weeks), 7th repair, still no picture (since the end of july) - Wrong fan, but repalced Ballast- still no picture- and I have to wait two more week- ,, they say it donst qualify for the no lemon policy beaucse its all one repair in the view point !!!!,, amazing-- Im done with Best buy-- they need to change their name to " we lie about the 399 dollar service policy " thanks bestbuy for a  summer without a TV. They also said Lamps dont count (even though I specifically aske the sales person who told me  they did,, but  the Tech told me the " changed the agreement After I bought the TV (but theyll never tell you that ) nice company I bought my TV from.   

[Dorothy-BBY Community Supervisor]

Hello yngwie777 -

Allan, from our Community Connector team, will be reviewing your case, and reaching out to you shortly.  Thank you for your patience!

[Allan-BBY Community Connector]

Hi yngwie777,

If my TV had been worked on this many times without the problem being resolved I would be very upset, and I’m sure you are extremely frustrated by now.

It is true that the terms and conditions of your Performance Service Plan (PSP) has a No Lemon clause that would replace your TV instead of repair it if certain conditions are met. Your PSP should replace your TV is you have had three previous qualifying repairs and there is a diagnosis that a fourth repair is needed, if we determine the TV is un-repairable, or if we determine that the repair wouldn’t be cost effective to continue. A qualifying repair is when a non- consumable part(s) is installed and due to that part(s) installation the technician determines that your TV is functioning properly.

I would like to offer my personal assistance it trying to get this resolved for you, and am sending you a private message to get that conversation started. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[better_nu]

This seems to be a popular subject on this forum.  Best Buy seems to try and skew the policy to their benefit until you raise enough awareness.

[TheZaZ]

"This seems to be a popular subject on this forum.  Best Buy seems to try and skew the policy to their benefit until you raise enough awareness"

You got that right.....Ive purchased the extended warranty crap 2 or 3 times on various things I purchased there and it was a disaster trying to get stuff replaced or repaired.  I still like best buy but I quit getting their extended warranty.  Its a joke.  Ive been better off getting replacements from the manufacturer themselves.