Best Buy & Geek Squad Policies

[MrTolerant]

My 52" Mitsubishi has been down since early November 2008.  How long do I have to wait to get Best Buy to stop with the parts shipments and missed repair times and just replace the TV?

MrTolerant

[Elizabeth-BBY Community Supervisor]

Dear MrTolerant,

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[lily]

I 've been waiting for my refrigerator to be fixed since late October 2008 and I am still waiting.  I don't think they care enough about customer service to give you a replacement.  They will just keep telling you that they will call you when the part comes in, but they won't call.   Then when you are getting close to the time frame when you qualify to get a new TV, the part will miraculously appear.  But the technician will make appointments and will not show up.

Good luck

Lily

[MrTolerant]

I think I've got the best horror story yet!  Lets start at the beginnig of November 2008.  I turned on my 52" Mitsubshi DLP and only got a green flashing light which has happened before so I go thru the reset scenario described in my owners manual but nothing works so I call my Best Buy Service guy and am told he can have someone out this weeekend.  Sounded Great!  Saturday comes and no one shows.  Of course I stayed home all day waiting, and never got a call.  So I call back the 888 number and of course my next available date is after Thanksgiving.  I try to explain that my family all comes together at my house for Thanksgiving dinner and without a working TV that it would not be good.  Apologetically he tells me that is all he can do.  So some weeks later my technican Hue Lie comes into the house and looks at the TV flashing green light and trys the same resent button process, and tells me he has to order parts.  Lots of parts.  10 capacitors, and a new lamp are ordered.  This now takes several weeks and yup, now its Christmas.  Again, the family missed the traditional family dinner because there was no working TV.  So after Christmas I get to speak with a person who agrees that this is too much and puts me in for a replacement TV.  I think, finally, right?  Wrong.  The request for replacement which sounded fair and justified was rejected as they were waiting for the parts to come in.  So we waited again for weeks only to have my tech Hue Lie spend time putting in the capacitors that did not fix anything.  He then said he would have to get approval to have the chassis set in for repair.  Again we waited.  Finally on 12/29/08 Hue Lie came back to get the chassis.  But this time he decided to take a crack at fixing the TV.  He spent 2 hours moving modules, tapping here and there, and hitting, and dropping the TV to see if it would work on its own?  Nope, no such luck.  So Hue Lie was now forced to take the chassis out of the TV and have it shipped to Mitsubshi for repair.  After he left the house my wife looked at our custom wood cabinet we had made for the TV and found numerous scrathes, and gouges in the wood.  Needless to say she flipped.  As Hue Lie left he said he would be back in 2 weeks.  I had so many conversations with Best Buy folks from scheduling people to supervisors, and consumer relations that I said "uncle", which is what I guess they want.  So I waited the 2 weeks which was today and guess what?  No show, no call, no nothing.  So I called and asked for Consumer Relations as I seemed to get a better feeling when talking with them than anyone else, but all that was done was to again ask for a replacement, and a standard check on the status in 2 business days.

Guys, its obvious that Best Buy will have to replace the TV.  The process that the customer is made to go thru is the issue.  Just give me the replacement credit or whatever you do and lets get it over with.  

Signed Mr. Tolerant

[Allan-BBY Community Connector · Accepted solution]

Hey MrTolerant,

I have to say that if my TV had been in repair since early November or 2008 and it was still being repaired I would be very upset by now, and I can understand you wanting it replaced. Your TV could be replaced by the manufacturer’s warranty, if it is still covered by the warranty, but it would need to be deemed un-repairable by an authorized service technician. If you purchased Performance Service Plan (PSP) with the TV to provide for extended coverage the PSP also provides for replacement in certain circumstances. A PSP should replace a product it covers if there has been three qualifying repairs performed by an authorized service technician and a diagnosis by a technician determines that a fourth qualifying repair is needed. A qualifying repair is when a part is installed on a product covered by a PSP, and due to that part install the product is determined to be functioning properly by an authorized service technician. A PSP could also replace a product that is determined to be un-repairable or uneconomical to repair. There is no timeframe prescribed by either the manufacturer’s warranty, or a PSP that would dictate that we replace a customer’s TV, but I would like to see if there is something I could do to try and get you resolution in this repair so I am sending you a private message. To check your messages you should make sure you are logged into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[SkiMask]

It's sorta funny, but I am going through this same issue.  It clicks on then off and then on again. (black screen) and keeps cycling to no end.  Got black tye servid eprotect for 4 years.  I asked them to bring out a loner "they said they would"  called them again today to make sure they were going to bring a loner and they said "no" because the tech may be able to repalace.  YEAH RIGHT!!! needless to say they are bringing the loner and I can only imagine how long its going to take me...