Manufacturer Warranties and Protection Plans

[hokiephil82]

I have been trying to get my 50" DLP TV repaired for 3 months. I first reported the problem on March 7th. The local service center came out and diognosed a problem. After waiting 10 days for Best Buy to ship them the part, they found this didn't fix the problem. The rediagnosed and ordered another part. Another 10 days and this still didn't work. They picked up my tv and after a couple of weeks, returned it. After 3 days, the same problem occured. They picked it up and had it for another 2 weeks. They returned it, and this time the problem returned after only 2 days. They picked it up again, and after another week, determined the problem is "Normal".  After another few days the problem got worse. They picked it up and replaced another part. (the 4th part) When returned a week later, it worked great for 3 days, and now is worse than ever. Best buy wants to continue trying to repair it. I have an appiontment tomorrow for them to pick it up. I don't qualify for a lemon replacement yet. My question is "Why Not"

[mrpmpfan]

What is the problem, you never quite told us.

[Nokia]

You don't qualify for NL because NL requires three qualifying repairs. A qualifying repair is a successful repair. If the issue continues even after the repair is done, and another repair is made, that is still the first qualifying repair. Basically, NL is there to replace products which have multiple defects, not one defect which is tough to fix.

[hokiephil82]

My tv would come on with sound only. It would try to restart trying to get a picture. after 8 tries the red light would come on and the tv would lock up. Originally they replaced the lamp, to no avail.Then they replaced the ballast, no results. then they replaced the light engine. this worked for a few days, the same problem. Next they replaced the the regulator board, worked great for 3 days, now picture won't come on again. They just picked it up a few minutes ago to try something else.

[mrpmpfan]

So basically none of the issues they fixed were the same issue?  So they are not against the protection plan, regardless they are taking a little long to get it fixed but the problem any big company has with these types of issues is that the customer's word isn't as golden as it once was, basically stating they haven't a clue what you have done to the TV and you have to wait for them to exhaust their troubleshooting steps before they shell out a replacement.

[Rrrrrrr]

Well eventually they will figure out what went bad by the process of elimination. Honestly if they cant figure out whats causing the tv to do this every 2-3 days, should be replaced IMO.

[mrpmpfan]

I mean in all honesty if this information this customer has typed is correct and not exaggerated they should have replaced the TV by now because its costing them morre to tinker with it at this pointthen to replace it.

[mstng87gt Trusted Contributor]

This is what I went through and I hate to say it but yes the Tech keeps coming out.  For me he told me he didn't know what else to do but he would adjust the convergence (which would go out again anywhere from 1-3 days.  The day I got the ok for replacement me called me on my cell and told me he is sorry doesn't know what is going on but he will come out to take another look and adjust the convergence again but after adjusting that 2 other times it didn't fix the problem.  The sad thing is I loved that TV.

[Elizabeth-BBY Community Supervisor]

Hi hokiephil82,

I've asked Allan, one of our Community Connectors, to offer his assistance with your ongoing tv repair.  You should hear from him shortly.

Thanks for posting!

[Allan-BBY Community Connector · Accepted solution]

Hi hokiephil82,

I’m sure you are at your wits end after not having a working TV for three months, and I can understand just wanting a working TV after this amount of time.

Your Performance Service Plan (PSP) is intended to repair your TV not replace it, but there are certain circumstances when your PSP would replace your TV. Your TV should be replaced if you have had three previous qualifying repairs and there is a diagnosis that fourth repair is needed, if your TV is determined to be un-repairable, or if the repair of your TV is not cost effective to continue as determined by us. A qualifying repair is when a non-consumable part is installed by the technician working on your TV, and due to that part installation your TV is found to be functioning properly.

I would like to look into your repair and work towards getting you a working TV as soon as possible. I am sending you a private message, and to check your messages you should log into the forum and click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate