Manufacturer Warranties and Protection Plans

[wself]

I need help from any one who has had a similar problem.  I purchased 50' Phillips Plasma 1088i on 7/16/06 in Tampa with 4 year Performance Service plan for $3,554.00.   Best Buy attempted to repair 3 times in the last 6 months and have now declared it not repairable.   I obtained the replacement authorization number and went to my local best buy.   My broken TV was a high-end model with ambient lighting, PIP, HDMI, Component video inputs. and 1080I display.   The store manager told me they no longer have a 1080I set, or one with ambient lighting.  I asked for a comparable set and they would only offer a $699.00 Samsung 50' 720P set.  I pointed out the replacement set did not have the Picture in picture, Ambient lighting, Higher display rating 108i verses 720p, or the same number of component video inputs, or an audio output.  He stated this was the closest thing he dad to my original set specifications even though he had a $1699.00 Samsung Plasma with the PIP.  Making no progress with him I returned home and called Best Buy corporate office.  They were nice and attempted to contact this manger and also one in Brandon.  The managers would not budge.  Seams they are more worried in how the loss will affect their bottom line for the day instead of doing the right thing for their customers.    

According to my plan terms & conditions it states products, including those within the original manufacture's warranty period may be repaired or replaced with a comparable product, or we will issue a voucher for the original purchase price at our discretion.   What are my best options?  it looks like since they no longer have a set with 1080I or the ambient lighting they would be required to issue a voucher or at least let me go up to the 1080P .

[b12njoy2010]

Hello wself,

You have come to the right place. The moderators on this forum are fantastic. I am sure you will get the help you need here.

[JoshSB]

WOW, I am sorry for your experience, that is DEFINITELY not how things work!

One of the CCs will be along to help you out, but I will take a swing a this.

If a TV is set as not repairable it enters the stage of Junkout, what Junkout means is that the product is replaced with another product of EQUAL or better specifications, not to exceed the cost of the original product.

Based on that they most definitely are not following the contract of your PSP with Best Buy by trying to give you a 720p TV.

You should at LEAST get a 1080P TV, however it also has to have the same specs as the original TV or better, to NOT exceed the cost of the orginal.

Without seeing the specs of the original TV (and just going off of what you said it has) I would argue that you do indeed qualify for that more expensive TV with the PIP.

Hopefully one of the CCs can help you out.

~ Josh

[JoshSB]

Edit * you should at least get a 1080i TV, but if one is not available, 1080p

[wself]

Update on issue.    After two unsuccessful calls to the store manager from Best Buy Corporate office.  The general manager would not budge.   I went to the Oldsmar store and explained my problem and they were great.   They matched the specs as close as they could with a 1080P set.  I ended up with a $1388.000 store credit to replace my verses the low ball $700.00 from Citrus park.   So research your product and do not let them low ball you if you feel you have a good case.   Thanks again to the Oldsmar crew for outstanding customer support.

wself

[Dorothy-BBY Community Supervisor]

Thank you so much for updating us wself.  As was pointed out by JoshSB, you should have not had the experience you are describing.  I am pleased to hear that the Oldsmar store was able to present you with the correct solution.  Rest assured, I will be sharing your poor experiences with the two stores listed as well ensuring the Oldsmar store receives proper recognition for their outstanding customer support.