Manufacturer Warranties and Protection Plans

[jawert1]

I'm posting in hopes someone can help make heads or tails out of my situation, and possibly provide an escalation path that will actually go somewhere.  I rang up Geek Squad on Monday, May 10th regarding the death of my 50" LG plasma tv (2 pops, screen dimmed, screen died, now won't even turn on).  After 15 minutes of searching through databases, the representative found the purchase, informed me the tv was yet under warranty (Feb. 2011 it expires), and that he could set up an appointment for Thursday, May 13th.  Tuesday, May 11th, I receive repeated phone calls from a technician requesting more information so he could advance order parts. We played phone tag, and he never returned my 3rd call.  Wednesday, May 12th, confirmation phone call stating that the appointment was confirmed for Thursday, May 13th between 12 and 4pm.  Thursday, May 13th, I receive a phone call in the early morning stating there would be parts arriving at my home, and then a second call from the repair technician stating he would be at my home between 12pm - 2pm.  By 4pm, no phone call,no technician, so I called Geek Squad, and they proceeded to tell me that even though it appeared my call on Monday was logged, there was no case opened and no notes.  I was also informed that the next available appointment wasn't until next week - Thursday and Friday the 20th and 21st to be precise.  When I asked if there were any earlier appointments, I was told no, and then was asked to please reiterate my phone contact information, which had mysteriously been set to somewhere in Illinois.  If anyone can provide an internal number for me to call, I would appreciate it, as I've now been without my tv for 2 weeks, and I fear the same issue is going to happen next week if it doesn't get resolved sooner by someone senior.  Thank you for your time and patience reading my novel.

[Dorothy-BBY Community Supervisor]

Good afternoon jawert1 -

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

[Allan-BBY Community Connector]

Hi jawert1,

This whole situation sounds like a very frustrating and disappointing experience, and I’m sure it was very disappointing to not have the technician show up as promised on 5/13/2010.

I did look into your work order, and I confirmed that you are scheduled to have the problem with your TV diagnosed on 5/21/2010 between 12pm and 4pm.

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 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,