Best Buy & Geek Squad Policies

[Irritated0419]

Hello everyone, just to update you quickly. No one from BB contacted me on this issue. The gentleman from the tv repair store told me that he recieved an email that BB was going to replace my television. Victory or so I thought. We arrive at BB with broken tv and no one has any idea of what was going on. No notes in computer nothing. So after about an hour they finally said ok, we will exchange this with the same technology as the first, not one worth the same price! Well it has been 3 1/2 yrs. and as we all know technology evolves daily. So the wanted to exchange our 50" television with  a 32", but with the same technology, as stated in their policy.  This was my straw as you can imagine.  After informing TWO BB employees of Michigan Warranty Law, they finally agreed to refund us the total amount of the television, in the form of an in store credit, and not pro-rate the original warranty. I'm just glad that this part is over with, but not happy that i can only purchase another television from BB.   Good luck to the rest of you with all of your issues, I hope everything is resolved soon. Thanks for listening.

[Nokia]

The three considerations for selecting a comparable model are screen size, display technology, and resolution. You should've been offered a 50" of the same display tech and resolution. The only reason you'd be offered less is if a 32" was the largest you could get without exceeding the purchase price, but that seems very unlikely.

[Allan-BBY Community Connector]

Hi Irritated0419,

I sent you a private message offering my personal assistance with this repair on 2/22/2010, and yesterday 2/23/2010. I do show that you still haven't read my messages, but in my message I sent yesterday I informed you that your TV has been approved to be replaced with a comparable model TV; I also gave you the necessary information as to how to get this replacement processed in your local Best Buy® store.

I was glad to read that you have finally gotten resolution in this matter, but I am disappointed that you had such a hard time getting this replacement processed in your local store. This store should not have offered you a 32 inch TV as a replacement for your 50 inch DLP TV. The primary considerations in determining what a comparable TV are the type of TV being replaced, the screen size of the TV being replaced, and the maximum resolution of this TV. There are many secondary considerations that one of our stores should take into account, but you should not have been asked to downgrade to a smaller screen size. If the store determines that we don't sell a comparable TV to the one that is being replaced they should provide you with store credit in the amount of the original purchase price (Per the terms of your Performance Service Plan), and it sounds like this is what they finally did.

It is true that your service plan would be considered fulfilled since it replaced the TV that it covered (per the terms and conditions of your plan). As I stated in my last private message to you, if there is any further assistance you need in this message just send me a private message.

Thanks for posting,