Manufacturer Warranties and Protection Plans

[mwallace]

I purchased a 52 inch Toshiba DLP television in Oct 2004 in addition I purchased the 4 year prtection plan. Approximately 6 months after getting the television I began having my problems with it. I have had it worked on many times the latest time being Sept 2008. I had 4 lamps and 4 ballasts replaced. I have asked Best Buy to replace my lemon many times but the typical response was given. "If the bulb / ballast fails after the latest repair, then we will process the clainm for replacement". After the last repair I had approximately 1 month left on my warranty. I have told Best Buy many times that this will be a temporary fix, in about 4 - 6 months the problem will return. Guess what it is back!! I feel like I was absolutely treated unfairly in this matter. The impression that I have gotten is we (Best Buy) will just continue to replace the bulb and ballast until it is out of warranty, and not fix the real problem. The industry standard for the bulbs from Toshiba are an average of 6 to 7 thousand hours per bulb. Well my television has a little over 10,000 hours. If you do the math I have had 4 bulbs and ballasts which would equate to a minimum of 24,000 hours. The third time that my television had this difficulty, I called to have service done on the television. I was put in contact with a local repair facility who would not come to my home to repair my television, They told me that I had to take my television to them (because I was unable to be at my home on their schedule, due to US Navy Operational comittments) if I wanted it repaired. I have had the Customer Relations department of Best Buy involved, my local Best Buy store, and the Best Buy warranty support. I have been telling them that this was going to happen and sure enough it did. I am a Navy man who doesn't have alot of money and certainly do not have enough to buy an equivalent television. I am and have been asking Best Buy to do the honorable thing and make this situation right. I really feel like I have been taken advantage of, and I am truely sorry that I feel this way.

[unc803]

In the end the situation should get worked out because you are certainly within your rights to get an exchange.  As a best buy employee I have seen people with less of a case get a exchange.

[mwallace]

How will I know if they are doing anything to resolve this issue? When I talked to Best Buy Service last night, the supervisor said the his department wasn't going to do anything, I politely asked to speak to an area that I could complain to about this, his response was "it really won't matter because no else authorizes repairs or replacements". He said it politely but I could certainly read between the lines. Please let me know what you think, and thank you for your response.

[unc803]

Honestly if everything you are saying is true and nothing is being exaggerated, I would call 888-Bestbuy and ask to speak to a supervisor.  Politely and calmly explain your case and how disappointed you are with the service thus far.  Explain that they have had to fix the same part over 4 times which should have already been ruled a lemon at this point PER your contract agreement.  If they still refuse then it is time to talk lawsuit.

[mwallace]

I have called and spoken to a supervisor and again no progress made. I have infact contacted my attorney, and from what I am told I have a case against Best Buy. I was asked to provide contact info and mailing info for my attorney. Any ideas? I have not been successful with the website. Thanks

Michael

[Elizabeth-BBY Community Supervisor]

Hi mwallace!

I've asked Allan, one of our Community Connectors, to research this issue for you.  You'll be hearing from him soon.

Thanks for your patience,

[mwallace]

Ms. Elizabeth,

I appreciate you reading my complaint and actually assigning someone to look into this. I honestly think this is the most positive response I have gotten. I hope you have a wonderful evening and a better tomorrow!!!

Respectfully,

Michael

[Allan-BBY Community Connector]

Hey mwallace,

I’m sure having the same parts replaced on your TV each time it stopped working doesn’t make you feel like the problem was truly being addressed, and it sounds like you feel like this TV has been a lemon since you first purchased it. I would like to try and get this resolved for you so I am sending you a private message. 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,
Allan
Community Connector
Best Buy® Corporate