Manufacturer Warranties and Protection Plans

[rutgers456]

jaspeh,

I value your opinion on that you think my thoughts are bs. 

From my three years of working parttime in college it has alaways been 3 seperate repairs to qualifiy for a no lemon. Im sure one of the mods on here will settle this, but give them time. i dont think they work everyday, that may be why they took long to respond

[Elizabeth-BBY Community Supervisor]

No problem, jaspeh1....you want help!  No need to apologize for that either   We want to make sure everyone gets the personalized attention they deserve - some of these matters take some deeper digging, research and partnership before they can be resolved so that's why it may take a little longer than either of us would like.  Plus, my team of connectors do not generally work on the weekend so that can account for some backlog in the beginning of the week.  We're working to respond faster, but also want to make sure that we are taking the time each concern really needs to reach a satisfactory resolution. 

Anyhow, I am confident that Allan will help take care of this for you - you can always feel free to let me know if you have any concerns after he reaches out to you!

Cheers,

Message Edited by Elizabeth-BBY on 03-10-2009 11:39 PM

[jaspeh1]

Rutgers,

I reread my post and it definitely didn't come out the way I meant it.  I don't think that your thoughts are BS, I do think that the position doesn't hold water however.  Another excerpt from the warranty terms and conditions.

"One service request number, requiring functional part(s) repair/replacement is the equivalent of one repair." 

I think that statement is pretty self explanatory.  If you've been working therer for 2 years then I'm sure you have a very thorough understanding of how they are doing business today, but my point is and will continue to be that BB is attempting to ignore the terms & conditions on my warranty and some others from what I've seen on this forum.  Obviously BB changed their Terms & Conditions due to the issues they've dealt with probably because of DLP projection tv issues however my warranty clearly doesn't list the stipulations or limitations that the new warranty's hold.

Again, I meant no disrespect on your opinion.  Obviously this has been a frustrating experience in the last couple of days which can sometime spill over.  My sincerest apologies if I offended you.

[Allan-BBY Community Connector · Accepted solution]

Hi jaspeh1,

You should not have been given expectations from any Best Buy® representative that we could not meet, and I’m sure continually having your TV repaired is extremely frustrating. It sounds like you purchased a Performance Service Plan (PSP) with your TV to provide coverage on it beyond the manufacturer’s warranty. The PSP is designed to provide repair coverage for your TV, but there are circumstances when your PSP would replace your TV. It sounds like you are well aware of the terms and conditions of the PSP, and when it should replace your TV. I do have to say that the terms and conditions of the PSP brochure that you were given at the time of the purchase are the terms and conditions that Best Buy® would need to honor when repairing or replacing your TV. The terms and conditions of our PSP’s have changed over time, and the terms and conditions you found online are most likely the most current terms and conditions for the most recent PSP.

I would also like to truly apologize for not receiving the customer service you expected when you called to request we replace your TV, and I would like to do my best to get you a resolution in this matter. I am sending you a private message, and 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 your concern,
Allan
Community Connector
Best Buy® Corporate

[jaspeh1]

Allan,

I wanted to thank you publicly for responding and resolving my issue.  I hit my local Best Buy yesterday and they were very cordial and very willing to help.  I've got a delivery scheduled for next week for the replacement.  I'll wait til then but to close out this entry with a big thank you once again and the details of my experience.

Thanks,

[jaspeh1]

Hi All,

I wanted to provide a brief update and close out this thread.  At the end of the day Best Buy made things right.  Allan was quick and to the point and willing to listen/read which is what I think made the difference in my experience.  The customer support I spoke with was attrocious.  Getting online was definitely a positive experience for me.  Thanks again Allan and Elizabeth. 

After receiving my pin for the replacement I went in to my local Best Buy and they took care of me on the spot no questions asked and treated me like a valued customer.  I received my replacement TV Tuesday and so far all is well. I don't anticipate any future issues but I did get the warranty on the new TV just in case.

Thanks again for the great response BB Community Team. Now if only your phone staff could be trained to do the same.  Please list this as a solved post.

Thanks