Manufacturer Warranties and Protection Plans

[rarose]

On August 5th, 2009 I purchased a 26 inch Dynex TV from the Woodbridge (Iselin, NJ)store along with the 4 year extended warranty.  This television set was a gift for my father who has suffered the debilitating effects of early onset Parkinson's Disease.  My father has bravely battled this disease for over 25 years.  At this point in his life, he is unable to do many of the things he used to enjoy.  The one thing he could still enjoy was this television set. 

On January 22nd, 2010 I brought the television back to the Woodbridge store after it failed.  I was told by both the Geek Squad technician, and the 'Customer Experience Manager' that I would need to wait at least 3 weeks for the television to be repaired.  For someone with severe Parkinson’s it is very difficult to move to another room and watch television.  I politely explained the situation to the 'Customer Experience Manager' and his response was, 'Sir I hear this all of the time, and I have to do my job.'  I asked if there was anything he could do to expedite the repair, or perhaps provide a loaner set.  Again, I was told nothing could be done, but it could always come in sooner. 

After dealing with the 'Customer Experience Manager' at the store, I have realized it was the worst customer experience I have ever had at a BestBuy store. The manager’s complete lack of compassion and unwillingness to even try to do something was appalling.  This experience will certainly make me think twice before making another purchase at any BestBuy store. 

Thank you,

Robert A{removed per forum guidelines}

[Dorothy-BBY Community Supervisor]

Good morning rarose -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to make contact.  Thank you!

[Allan-BBY Community Connector]

Hi rarose,

This store manager’s apparent lack of compassion towards your father’s situation is definitely concerning, and I can completely understand you being upset with this situation.

It is true that our stores do not have loaner TV’s to provide customers while their TV is out for service, but they could have looked into the possibility of getting this repair expedited for your father.

I would like to offer my personal assistance in this matter, and I am sending you a private message to start that conversation. To check your private 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,

[rarose]

I received a call from the Service Center today, that the TV has been repaired and is being sent back to the store.  Thank you again for getting this expedited for us.  I will post another message when the TV arrives at the store and I pick it up. 

Thanks again,

Robert