Manufacturer Warranties and Protection Plans

[mgolfer21]

I took my TV in on December 11th because the screen and tuner were going bad.  I bought the Geek Squad service thinking it would be quicker than using the manufacturers warranty.  Little did I know how bad Geek Squad truly is.  I am still waiting on January 14th for them to tell me what they're going to do.  It took them over a week to order parts and then 3 weeks for them to determine what I already told them they'd have to do when I took it in, replace the TV.  They now say they're in the process of approving my exchange, they've been doing this since January 5th.  I just want people to know Geek Squad is a waste of money, the manufacturer would have replaced my TV within 1-2 weeks rather than 5+ weeks as I've gone through.  When I get the approval for the TV to be changed I'm just going to ask for the money and buy the TV from somewhere they may pay attention to me.  I received no phone calls about what was going on, I had to be the one calling in to find out.

[Elizabeth-BBY Community Supervisor]

Dear mgolfer21, 

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.

[mgolfer21]

So I called in today to find out what is going on with the TV.  They are now telling me to call back on the 19th because they have to wait 30 days for Westinghouse to deliver the parts.  Earlier (the 5th) they told me to wait until the 11th to call back.  I even gave them a few extra days!  I am officially fed up with Best Buy and Geek Squad.  Neither of them seemed willing to help even though they've had the TV since December 11th.  They also told me they won't give money back on my credit card and that I have to buy the new TV through Best Buy.  This I understand but it'll be the last purchase they'll see from me, and don't even think about the service plan.

[Matthew-GS Community Advocate]

Hi mgolfer21,

Yes, this would be frustrating, which is why I have partnered with your local store to request an escalation. Be assured that our service center is following procedure and the delays were related to parts availability from the manufacturer. Purchasing a Geek Squad® Black Tie Protection plan is a good choice, especially if your repair was needed for heat, dust, humidity or other reasons not usually covered by manufacturer warranty.

To protect your privacy in this matter, please read and reply to my private message for further information [click on the Messages envelope icon near the top right of this page]. I look forward to partnering with you for a speedy resolution.

[mgolfer21]

I hope this is resolved promptly and that you can help.  We're now going on 6 weeks... I'm waiting for my TV back and this site seems to be the only place that pays any attention.

[mgolfer21 · Accepted solution]

Well I must say that complaining online is actually the best thing you can do.  I was called today and am getting a new TV.  Still don't think it should've taken so long, but at least it has been resolved.  Thank you to the moderators and I'll give Best Buy a look cause now I at least know where to go.

[Matthew-GS Community Advocate]

Hey mgolfer21,

Great news! Let me know if you need further assistance.  Has been great partnering with you!

Message Edited by Matthew-GS on 01-19-2009 01:42 PM