Manufacturer Warranties and Protection Plans

[dncarlton]

I have a Samsung 42" tv that the picture is horrible on, I've had it looked at already and the Service Provider's do not know what exactly is wrong with it.  2 weeks ago, they ordered a replacement part (that they guessed on anyway), and now that part is on back order with no estimated eta.  Best Buy told us last week on the 23rd that it would be replaced and that we would receive an RA number so that we could go to the store and get a new tv, but of course that didn't happen.  Now, they are telling us that the part is still on back order and finally as of yesterday a request has been put in for a replacement, but it could be anywhere from 3 - 5 days before that gets approved, if it does.  I cannot even speak with the same representative twice, and it seems as if nobody is able to track down anything and tell me exactly why it is taking so long or how to speed up the process.  There is a supposed replacment department, but of course the number cannot be given out for them.  If anyone can help me with this, or knows anymore about this, please let me know.  If they cannot fix it, then it should be replaced, and why do they have such horrible customer service?

[phishinNYC]

I just had a similar situatio with them and my 46" Samsung DLP.....see my original post here.

Basically what I figured out/was told is that is in order to be approved for a replacement the part with no ETA must be on order for 2 weeks.   When did they order your part?

http://forums.bestbuy.com/bb/board/message?board.id=Warranties&thread.id=828

[Elizabeth-BBY Community Supervisor]

Dear dncarlton,

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.

~Elizabeth

Community Supervisor

Best Buy® Corporate

[Allan-BBY Community Connector · Accepted solution]

Hi dncarlton,

I hate hearing that one of our customers feels like they are not getting the best customer service possible, and it sounds like you have been plenty patient with the repair of your TV. It is true that if a part needed to repair a TV covered by a manufacturer’s warranty, or one of our extended service plans is not available the TV would then be deemed un-repairable and the TV should then be replaced. It is also true that once a replacement request is submitted for approval it can take up to three to five business days to be wither approved or denied. I would like the opportunity to finally get you resolution in this matter 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