Manufacturer Warranties and Protection Plans

[flight345]

My saga started on June 21st when I woke up and my 42" Panasonic would not turn on.  A geek squad agent was out on June 23rd to diagnose the problem, he ordered a board for the TV and scheduled my next appointment for 2 weeks later.  I wasn't happy about the 2 week wait but I let the man do his job.  He came back out on July 7 to install the part.  According to the agent, he didn't diagnose it correctly.

He got on the phone with Panasonic this time and diagnosed that a different part was the problem.  The agent orders the part and sets me up with another appointment 2 weeks later!!  I was really unhappy about this.  I immediately called Geek Squad and complained that 4 weeks for the same problem was not reasonable and really frustrating.  The Agent told me that "if the 2nd part does not fix the problem, we will try and get you a replacement, however I have to let the technician install the 2nd part." 

With out throwing a major fuss I patiently wait until the next appointment on July 21, 2009.  The Agent came out, installed a part but still the TV did not work.  The Agent explained to my wife that he had to wait 30 days before putting in a replacement request, in the meantime he had to order the other part to make it appear as if he was still trying to fix the TV.  July 22 was the the 30th day so I called back on July 23 to see if my request had been processed.  The Agent had not put a request in yet so the Representative I talked to called the Agent and got an update that he would do it after his last service call.

On July 25th the Agent called me and explained that he could not get me a replacement and that he had to install this new part he ordered.  This was devastating news after being assured by multiple Agents that I would be able to go into Best Buy soon to get a comparable replacement.  The Agent set me up with an 8/1/09 install date which will be 42 days since my TV last worked.

Earlier today I called Best Buy, Geek Squad and Corporate trying to find someone to help.  The Geek Squad Agent I talked to was able to get my appointment moved up until Wednesday.  I don't want to wait any more.  If Wednesday comes and the TV still isn't working I want to Best Buy that evening to get my replacement. 

[turner]

This is so similar to what is happening to us right now it is scary.  Reference this post: How to get my 56' T.V. replaced???  Unbelievable the scam that is taking place.

[flight345]

Turner.. I read up on your situation.  You have more patience than me.  I can't imagine how mad I will be if I get to a 4th or 5th repair.  I just wish a moderator would respond.

[Nokia]

Turner, there is no reason to spam the forum with links to your post. That post is being reported for deletion.

OP, so far it has been one business day. Please be patient, as there are few Community Connectors, but many customers.

[Elizabeth-BBY Community Supervisor]

Hi flight345,

I've asked Allan, one of our Community Connectors, to reach out to you.  You should hear from him shortly.

Thanks for your continued patience!

[Allan-BBY Community Connector]

Hi flight345,

After reading through your post I don’t blame you at all for being upset with how the repair of your TV has been handled so far. Over a month without a working TV would be long enough for anyone to wait. I am sending you a private message to provide you with a possible solution to your issue. To check your 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,

[flight345 · Accepted solution]

Although I wasn't happy about the time it took to come to this point,  I want to thank Best Buy for recognizing the issue in getting my TV repaired and doing the right thing.  I now have  a confirmation number for a replacement TV.  I could sense the frustration in the technicians that worked on my TV because they take pride in fixing the problem.  They are left scratching their heads as to why 3 different parts unsucessfully repaired my TV.