On 4-29-09 I purchased a new Samsung 46" 1080p LCD HDTV and purchased the black tie protection. I was told that the geek squad would come out and fix and repair any problems with this tv in MY HOME. In Oct of 2009, the tv developed vertical lines on the screen that make the picture distorted. I call geek squad for service and was called back by a repair center and was told to unplug the tv for 10 minutes and then restart and they would go away.
On Jan. 18 I again called geek squad for service as the tv was doing the same thing again and is getting worse. I was told this time I needed to call Samsung and request service. I did, received a confrmation # and was told they would be in contact. The service center called, asked tech. questions and diagnosed the problem. On Jan 20 the servuce center called and decided I was to far away from them and would get the service reassigned. I called Geek squad and requested a loaner tv as it is stated in my B.T.P. plan. First i was told the service center did this. When I asked the service center Stan informed me that this was BEST BUY's policy, as I already knew, and that his repair center did not have loaners.. When I called back I was told by the geek squad that the repair center would have to come to a Best Buy store and pick up the loaner tv. Stan at the service center said they did not do that, as I had already guessed. When I informed the agent of this that is when she told me there was nothing they could do. When I asked her what the black tie covered she said there was nothing she could do again! I then called the store where I bought the tv, asked about what the B.T.P. plan covered and was put on hold and transfered to Nick. Being very understanding of the events that had went on, he promised to call me baack in 1 hour with a answer.Within 30 minutes, he did call back and told me that he had talked to the store manager and they had contacted a regional manager and I would hear something within 1 business day.
Today, I checked my answering machine and Angela from Best Buy has left a message that the tv was covered by the manufactures warranty, which I already knew, I would have to call Samsung and set up a service appointment, which I already had done, and there was nothing best buy could do at this time to help me. If I have any other questions please call the Geek Squad.
My repair center also called me today and said the part was ordered from Samsung and would be here in 4-5 business days.
Here is my question, The Black Tie protection states a loaner tv, this is good on all tv's larger than 30", mine is a 46", I am without a tv for another possible 2 weeks. What was the money I paid for the B.T.P. plan to be used for? The geek squad dors not have a repairman to come to my house, I have a less than year old broken tv and no loaner! IS the Black Tie Protection worth the paper it's writen on?
@Dorothy_BestBuy
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