BestBuy.Com

[rshackleford]

My replacement TV has shipped and the delivery is scheduled. The person from the Research Department just called to schedule the pickup of the defective unit. She has provided excellent customer service. It's too bad that BB makes you jump through so many hoops before you can actually be connected with someone that actually can help. Presuming everything goes as planned it will be 5 weeks from contacting BB to the time the problem is resolved. Let's hope this works out!

[scopio]

Wow! What a waste of everyone's time. They give out case numbers to make you feel important and make you think they are helping you, then some online specialists tell you they can solve your problems right away. What  a joke!

[rshackleford]

The replacement tv arrived (Monday)! It's installed and appears to be working fine. The defective tv is boxed up and ready for return.

Last week the woman from the Research Department that has been handling my case called to setup a day to pickup the defective unit. I chose tomorrow (Wednesday) as I wanted to ensure some overlap to ensure that the replacement unit worked. The BB person said she would call today (Tuesday) to setup the time window for the pickup.

We're in the home stretch. I'll update when the story is finished.

[rshackleford]

One final post.

The replacement TV is working fine. The defective television has been taken away.

Ultimately Best Buy made good on its sale. However, given all the hoops I had to jump through to get them to stand by a product they sold me, I'll likely go to other sellers first for any future electronics I may purchase.

For those in similar situations (a defective product), remain persistent. There are people at BB online that can help you. Unfortunately you're going to have to fight and wait to get to them. For those trying to decide whether to go with BB for a special order purchase, I wouldn't say 'No.' But be aware that if there's a problem it may take a while to get it resolved.